Returns

Please note the following instructions for returning goods. This helps us ensure a quick and efficient processing of your return.

1. Contact Us

If you suspect a defect in one of our products, please create a Support Ticket. We will review your claim and inform you about the next steps.

Create a ticket

Please do not return any items without prior approval. A return must always be authorized by Loxone and accompanied by the ticket number of your Support Ticket as well as a return form provided by Loxone.

The return address may vary depending on the product. You will receive the correct address from our technical support team.

For returns without a claim number, a processing fee of €20 will be charged.

In addition, we charge a testing fee of €20 per device in the following cases:

Devices with damage not covered by warranty
Devices no longer under warranty
Devices with no identifiable fault
Items returned within 14 days that show significant signs of use or damaged packaging

We reserve the right to return any shipment without a valid ticket number to the sender without processing.

Returns in Case of Incorrect Orders by Business Customers

While business customers are not legally entitled to a general right of return, we offer – as a gesture of goodwill and partnership – the option to request a return within 14 days of delivery if an order was placed incorrectly (e.g. wrong item, wrong color, etc.).

Requirements for the return:

The return must be registered in advance via our customer service or submitted via the return form.
The original packaging must be intact and sealed.
The item must be unused and in perfect condition.

As our partner network continues to grow and each return involves significant administrative effort, a processing fee of €39 / 980 CZK / 184 PLN per return will apply.
Refunds will be issued after successful inspection of the returned goods, minus the applicable processing fee.

2. Pack and Return the Goods

Please pack the goods properly, preferably in the original packaging. Send the sufficiently prepaid and well-protected parcel to the following address.
Parcels sent unpaid or insufficiently stamped cannot be accepted.

Loxone Electronics GmbH
RMA
Smart Home 4/2
4154 Kollerschlag
AUSTRIA

Please include a copy of the invoice or delivery note with every return as proof of warranty or guarantee.