Please note the following information on how to proceed when returning goods. This allows us to process returns promptly.
1. Contact us
If you suspect a defect in one of our products, please contact our technical support via [email protected] or call 0118 204 9930. We will contact you to discuss the issue and let you know what to do next.
We will not be able to accept returned items without explicit prior approval and arrangement. Once approved, you will be provided with a unique RMA number. Please write this number on the emailed RMA form and include this in the parcel with the items to be returned. Please note that the goods must be returned unopened, unused and in the original packaging with the full postage paid. Items that have been installed cannot be returned.
Failure to comply with the above may result in a processing fee of £15 per item being charged.
In addition, we reserve the right to charge an inspection and handling fee in the following cases:
- Devices with damage that are not covered by the guarantee
- Devices that are no longer within the warranty period
- Devices that have no fault
Full cancellation/returns terms and conditions can be found by clicking here.
2. Pack up and return the products
Please repack the goods carefully in their original packaging, then send the parcel to the address below. Please note that all postage costs for returned goods must be paid for by the buyer. Items returned with insufficient postage will not be accepted.
Note: The address you need to return the device/s to will be specified in the support ticket relating to your RMA number.
Loxone UK Ltd
Loxone Electronics GmbH
Smart Home 1
Please include the RMA form and mark the RMA number on the outside of the box.