Complaints

1. How to submit a complaint

A complaint may be sent to hello@lightlab3d.eu or submitted in writing to LIGHTLAB3D LTD, 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF.

Please include your full name, email address, order number, a description of the problem and your preferred resolution. Photos of the product and packaging help us assess the claim more efficiently.

2. Product not in conformity with the contract

If a product is not in conformity with the contract, the Customer may exercise the rights available under applicable law. In the first instance, repair or replacement may be requested and, where provided by law, a price reduction or cancellation of the contract may also be available.

Any product warranty does not limit or exclude the Consumer’s statutory rights.

3. Damage in transit

If the parcel or product arrives damaged, take photos of the outer packaging, protective materials, shipping label and the product itself. Send the report as soon as possible to help with the carrier claim.

Do not discard the packaging or protective materials until the initial assessment of the claim has been completed.

4. Returning the product

Do not return the product before receiving instructions. Once the claim has been reviewed, we will provide information about the address, packaging and shipping method.

If the complaint is accepted, reasonable return shipping costs are borne by the Seller in accordance with applicable law.

5. Response time

We respond to a Consumer complaint within 14 calendar days of receipt. If additional information is required, we will contact you using the email address or phone number provided.

6. Seller details

LIGHTLAB3D LTD, Company No. 17357718, 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF. Email: hello@lightlab3d.eu. Phone: +447785734782.