Complaints and Claims
We accept complaints or claims regarding products in written form only:
- By filling out the form available at complaint form
- Or via email, with a description of the issue and attached photos of the product(s) and received invoice, sent to: info@zelux.ro
In both cases, our team will get in touch with you within 1–5 business days.
Resolution Process:
- Fill in the complaint form with a detailed description of the issue. Include your order details and invoice or order number. If you wish the replacement product to be delivered to a different address, please mention it in the form.
- We will send a courier to collect the product, which will be sent to our service center or customer support department. After repair or replacement, we will contact you.
- The repaired or replaced product will be returned free of shipping charge. If the service center finds that the product has no defect or was misused, the customer will bear the costs of return and inspection.
Warranty and Rights
Our products are sold in compliance with warranty regulations valid in Romania and Hungary.
The warranty is provided by the official importers of the manufacturers. This ensures your safety, professional servicing, and technical support. Only this warranty allows fast repair or replacement in authorized service centers.
All new products come with a minimum 12-month warranty. Products with extended warranty periods are marked separately. The warranty starts from the date indicated on the invoice and the warranty certificate.
Inspection Fees
Inspection of products under warranty is free of charge. If it is determined that the product works properly or the issue is due to misuse, a fee of 50 RON will apply.
In case of repairs performed by third parties or improper handling, transport costs will not be refunded.
Warranty rights can be exercised based on the purchase invoice. The warranty period starts from the date the product is received.
Defective products are sent to the importer or manufacturer for inspection and are repaired or replaced within 8 days. If the product is no longer available, the paid amount will be refunded to the customer's specified bank account.
Difference Between Warranty and Legal Guarantee
Warranty – a commonly used term, is a voluntary commitment by the seller to repair or replace the product in case of defects during the warranty period.
Legal guarantee – means that in case of a defect, the consumer may request: repair, replacement, price reduction, or a full refund. The main difference is that during the warranty period, the seller must prove the product was not delivered with a defect. In the case of legal guarantee, this burden lies with the consumer.
Cases Excluded from Warranty:
- Burn marks, cracks, visible physical damage to the product
- Improper use: electrical/mechanical overload beyond specified parameters
- Improper storage or damage caused by natural phenomena (e.g. lightning, power surge)
- Intervention by unauthorized or unqualified persons
- Damage during transportation or use caused by external factors
