The following shall be taken into account for the acceptance of a return:
To address any incident, you must generate a return through the website. Instructions on how to do this can be found at the bottom of this page. Please note that any notification that is incomplete or made by other means will not be considered and its date of notification will not be valid for the purposes of a subsequent claim in the correct means.
The product must be returned in perfect condition and including the original packaging. No reimbursement shall be made for any product that has been tampered with by the customer, misuse, breakage, etc.; in such a case, the warranty will be void. If the product is in good condition, but the box, plastic or wrapping in which it has been packaged is in poor condition, the return will not be accepted, and the same will occur in the contrary case.
The deadlines and conditions specified for each type of return must be complied with, otherwise it will not be accepted.
For unaccepted quotations, returned goods, "rejected returns" or any other customer material in the possession of Ledkia the customer is obliged to pay storage fees for a period of one month from the time when the interested party is informed that the item is available to them. The storage surcharge is £5 per day + 5% of the value of the material.
We recommend that you check the status of your order once you have received it so that, should you need to make a claim at a later date, we will be able to process it in due time. Any claim after the deadline will not be admitted and it will be understood that the customer is responsible for it.
Types of returns
Damage/Breakage upon receipt of the product
In the event of receiving a product damaged in transit, the customer has a period of 48 hours from receipt of the shipment to make a claim (to process a return) to our After-sales department through their customer account. The customer must provide all the documentation indicated below to the firstname.lastname@example.org.
Detailed description of what happened, indicating everything that helps to clarify the facts and demonstrate the failure of the courier service to cause the breakage/damage to the product.
Photographs clearly identifying the damaged equipment. Photographs identifying the damaged product (showing the product in its entirety and the damaged side). In the event of several damaged products in the same order, it will be necessary to present a photograph with all the products together in one photograph.
Photographs of the packaging where you can clearly see the "damage/dents/tears". This field is very important for if the fault of the courier is not clearly demonstrated, the claim may not be considered.
Photographs of the courier's label which also show the entirety of the product for which the claim is being made.
When you send the email with the documentation, you must refer to the assigned return reference.Ledkia will process the claim and will inform you of its status at all times.
Please note that any notification that is incomplete or made by other means shall not be considered and its notification date shall not be valid for the purposes of a subsequent claim by the correct means.
It is recommended that, if you notice any damage to the packaging of your order upon receipt, you leave a comment on the delivery note for the record (this will make it easier to deal with any subsequent complaints).
Failure/error in the shipment of the order:
When a product is NOT received in the shipment, the product differs from what was ordered or does not comply with the characteristics requested which appear on the website, the customer has a period of 24 hours from receipt of the product to notify our After-sales department of the fault/shipping error via their Ledkia customer account (to process a return) and provide all the documentation requested by email to email@example.com and indicate the following:
1) Detailed description of what happened, indicating everything that helps to clarify the facts and demonstrate the incident of the order.
2) Provide photographs according to the type of incident:
Packaging, where the silkscreen printing on the box and on the product itself can be clearly seen.
Photograph of the product and its serial numbers, where the reference numbers can be clearly seen.
For missing items:
General packaging, where the size of the box, or of the packaging if there are several packages, can be seen.
Photographs of the inside of the box or boxes with the products and the arrangement in which they were received. If they have been received with padding, this should also be placed in the box.
Products received in its entirety, outside the box, where you can clearly see the units of each reference.
Photograph of the courier's label(s) where it is legible and you can see the placement of the label(s) on the box.
In the email sent with the documentation, please refer to the return reference assigned. Ledkia will process the claim and will inform you of its status at all times.
Once the incident has been resolved in favour of the customer, Ledkia will inform the customer on how to proceed with processing the claim.
Renouncement of a product:
Individuals and company rate customers: 30 calendar days from receipt of the product.
Tradesmen: extended to 30 calendar days from receipt of the product.
We accept the return of our products as long as the product is in good condition. The merchandise must be sent in its original packaging and with all its accessories. It must be presented in perfect condition, without being opened (unsealed), dirty, stained, fouled, mistreated or damaged. Otherwise the return will be refused.
The customer shall bear the cost of the return. Once the product has been received, Ledkia will refund the amount of the item (not the original shipping costs and postage) or credit the return with a voucher to be used towards the next purchase.
Once the RMA has been generated, the after-sales department will review the incident to be admitted for processing.
Once the return is accepted, in the "Returns" section, the claim will change to the status "Pending Packages" and you will receive a confirmation email. In the "Returns" section, within the details of your return, you must download the "RMA Form" in PDF and print it. The first page must be included inside your package. On the second page you have labels to identify each package. You must mark the number of packages with the corresponding label and stick them on the outside of each package. Ledkia is not responsible for the loss or misplacement of any packages not correctly identified by the customer with RMA form.
The customer is responsible for any damage that may occur as a result of poor packaging. In the event of such damage, Ledkia will not accept the return.
The product must be returned in perfect condition and including the original packaging. No product will be exchanged or refunded for any product that shows signs of tampering, misuse, breakage, etc.; the event of such circumstances, will lead to the application of demerits.
Ledkia offers two alternatives for return processing.
Shipment at customer's expense. If the customer chooses this option, Ledkia will provide the customer with the shipping address, the package identification labels and the return invoice with which they can proceed to manage the return by their own means.
Collection by Ledkia. In the event that the customer chooses this option, Ledkia will inform the customer of the costs of such service through the management of the return.
Once the customer accepts the conditions stated in the proposal, we will proceed to generate an estimate of shipping costs and we will send all the necessary documentation for the management of the return. The cost will vary according to weight and number of packages.
We will not accept returns of Products without the original packaging or removed from its wrapping (plastic sealing) and which are expressly indicated as non-returnable on the product card.
If the product was purchased with the free shipping promotion, the customer will be discounted the proportional amount corresponding to the part of the order returned, provided that the order would not have met the conditions to be free.
Exceptionally, demerits (to be determined for each case) will be applied on the value of the product on those occasions when a product does NOT meet any of the conditions for the right of renouncement to be accepted and Ledkia decides to accept the return of the product applying the corresponding penalty.
The warranty term is 5 years from September 30th, 2017.
After 6 months from the purchase, Ledkia could in certain cases, require expert or technical reports to the customer in order to prove the origin of the incident presented by the product.
We advise you that before processing the return, to be sure to perform relevant tests to verify that the product actually does not work, otherwise, if the product is in working condition and is returned is due to lack of knowledge on how to use the product, renouncement conditions will be applied.
Individual customers: For individual customers, to be able to carry out the processing of a warranty claim, it is imperative that the customer initiates an RMA through the customer's Ledkia account and provides evidence of the failure as it relates to the product in question, as well as photographs and other documentation that Ledkia considers necessary to process the claim, which will be requested via email. Once the above procedure has been completed and the return claim has been checked by the After Sales Department, Ledkia shall send the invoice for the products, the "RMA Form" and the labels to identify each package. The customer shall be responsible for arranging the shipment of the material to our facilities with the transport company of their choice at their own risk. The customer shall bear the costs of such shipment. Once the products have been received at our facilities, Ledkia will proceed to inspect the returned goods and process the warranty claim accordingly.
Tradesmen: The customer must open a return through his account indicating the product, quantity and detailed description of the incident (we recommend that the explanation be clear and with explanatory data). Within a maximum period of 48 hours, the after-sales department will contact the customer requesting evidence to verify the incident, the state of the installation, the product, etc.
Procedure for processing a return
In order to process a return, please follow the steps below. If you have any questions, please contact our Customer Service Department.
To register the incident in our system: Log in to the Ledkia website and click on "My orders".
Once inside you must select the order in question and click on "View order details" and then click on "Generate return" found at the bottom of the order summary. Then access the screen to complete the RMA where you will have to select the products to generate a return/incident. On the same line of the product will open an editable dialogue box. You must indicate the number of units and select the reason for the return among the different options that appear on the screen.
Next, in the blank box marked "Explanation of the return", you must write a brief description of the incident or reasons for the return. We recommend that you write in detail and clearly what occurred in order to expedite the process. The better the explanation, the quicker we will be able to process your request.
Finally, once you have filled in all the information, you must choose the solution you want and finally click on "ISSUE A RETURN".
Verification of your return in the system: Once in the system and if generated correctly, the corresponding processing will be carried out. If necessary, we will contact you by email or by the telephone number provided when registering in order to process the return.