Terms of sale

Customer care:

We provide assistance to each customer on all aspects concerning the "lighting" sector, the lamps for sale or on the procedures and methods of online purchase. Our staff can be reached from Monday to Friday from 9.30 to 12.00 and from 15.30 to 18.00 using this contact form or by sending an e-mail to our company mail address [email protected]

Important: Our customer service is made up of qualified lighting experts. Every day we receive a large number of requests, often of a technical nature that involve prolonged consultations over time. We will respond to all contacts as soon as possible, consistent with the current workload.

Any requests for order updates:

In the event of requests for updates regarding an order in progress, for the reasons indicated above, please contact us only after verifying the effective expiry of the times indicated in each product sheet at the time of purchase.

Products:

We certify and guarantee that all the lamps and chandeliers in our catalog are original, never used, never exposed to the public and delivered with their original packaging. The products that we consider more fragile are shipped with additional packaging (external or internal) in order to preserve their integrity during transport. Most of the lamps are opened and checked by our staff before proceeding with shipment, this purpose of quality control and integrity before shipment. Our e-commerce, reachable from this link https://catalogo.idealuceonline.it, includes hundreds of lamps. Within the online store it is possible to evaluate and choose lighting fixtures of all kinds: from the cheapest products to the biggest brands of Italian design, offered all year round at discounted and affordable prices. In addition to the price, there are always discounted promotions that are activated once they are inserted into the products in the virtual cart. The promotions offered may vary by purchase amount, by immediate availability or by specific brand. For this reason it is always advisable to check the final price by placing the lamps in the cart.

How to Order:

You can place an order using one of the following 4 simple methods.
1) Through the online store / e-Commerce:
Once you have selected the products you wish to order, simply proceed with the guided checkout process through the shopping cart.
2) By Fax:
Using the dedicated number: +39 050.826283
3) By Email:
Using our company email address [email protected], indicating “Order Confirmation” in the subject line.
4) By WhatsApp:
Using our number +39 3312964771, available from Monday to Friday from 9:30 a.m. to 12:00 p.m. and from 3:30 p.m. to 6:00 p.m.

Each order received cannot be considered automatically accepted. Confirmation of acceptance or rejection will be sent when the order is updated, together with the estimated processing times in case of acceptance, or the reasons in case of rejection. An order may not be accepted if the purchased products have undergone price changes, are no longer available, or if we ascertain a lack of good faith on the part of the buyer.

How to Pay for an Order:

The accepted payment methods, which will be shown during the order process on our e-commerce website, are as follows:
1) By credit/debit card or PayPal account:
For payments by credit or debit card, you can use PayPal, an independent, very efficient and widely used service, as well as perfectly secure throughout all stages of the transaction process. PayPal allows you to pay with the most commonly used credit cards, with no obligation to register on their platform and with no additional cost. For more information about the PayPal service: www.paypal.it
2) Advance bank transfer:
This can be requested during the guided checkout process of the online store. Once the purchase has been confirmed, our system will send the relevant order confirmation containing all the necessary details to complete the transaction. When using this payment method, the order will be shipped only once the payment has actually been credited, which may normally take from 2 to 4 working days.
3) Cash on delivery:
We offer all our customers the possibility to pay for their order directly to the courier upon delivery of the goods. Payment can be made in cash up to a maximum amount of €999.99; above this amount, a cashier’s cheque made payable to the appointed courier (BRT) will be required. Under no circumstances will bank or postal current account cheques be accepted. Choosing cash on delivery will involve a small additional charge (€5.00 VAT included).

IMPORTANT: In the case of special orders, for example orders exceeding €999.99, products ordered ad hoc, or lamps made specifically according to the customer’s specifications, we reserve the right to request a deposit equal to 30% of the total order value. If the advance payment is not made, the order will be immediately cancelled without notice.

Product Availability:

Each product page clearly indicates the availability of the item or, if the desired items are not immediately available, the number of working days required to process the order. In rare cases, one or more items that are currently available may become sold out due to orders placed simultaneously by different customers. Should such a situation occur, we will promptly notify the customer, indicating the number of working days required for delivery.

Due to the large number of products we offer, it is not possible for us to keep every lamp for sale in stock. For this reason, we indicate availability on each product page. However, we guarantee our utmost commitment to minimizing any waiting times, compatibly with the production times required by our suppliers for the product(s).

Occasionally, the manufacturer from whom we have ordered the missing lamps may experience delays in delivering the ordered items. Unfortunately, this is not under our direct control, nor are we able to foresee this possibility. However, when this type of inconvenience occurs, we immediately notify the customer waiting for the product(s), who will have the option to withdraw from the order or to wait further.

Shipping:

We entrust our shipments to leading logistics partners such as BRT and GLS. After years of online business, we have found them to be the best in terms of reliability and service. Each package, before being handed over to the carrier, is insured and, where necessary, protected as effectively as possible with additional packaging, both internally and externally.

We believe it is important, for the customer’s safety, to point out that we do not operate through dropshipping: every shipment leaves our warehouse only after a rigorous and careful suitability check. As soon as the order has been handed over to the courier, we notify the customer of the shipment by sending a specific order update email. Subsequently, the courier will send a second shipping confirmation email containing all the instructions needed to track the package online. Please note that many of the products in our catalogue include free shipping, regardless of their cost. We invite you to browse the store to discover which products are included in this special promotion.

Shipping and delivery of products will be carried out only in the following countries: Italy and all countries of the European Community.

Shipping Costs

Free shipping will be offered on all purchases equal to or greater than €100.00 VAT included. For purchases below this amount, a shipping contribution of €10.00 VAT included will be required.

Shipping and delivery of products will be carried out only in the following countries: Italy and all countries of the European Community.

For purchases in other European countries, shipping will be free for orders over €500.00 VAT included. Below this amount, the shipping contribution will be €20.00 VAT included.

Free Transport Insurance:

We offer all our customers exclusive transport insurance, which provides for the replacement of any breakages of the purchased material caused exclusively by the courier during transport, at no additional cost. Without “trapping” the customer in lengthy bureaucratic procedures, it will be sufficient to use the dedicated replacement request form - contact form - to allow us to organize collection at the address indicated by the customer, which will coincide with the replacement of the insured material.

How to Proceed to Use the Insurance:

As soon as the package is delivered, please carefully inspect it in the presence of the courier. If the package arrives externally damaged, this does not necessarily mean that the contents are damaged. In any case, we recommend signing the delivery note while adding the wording “damaged package, accepted subject to inspection”. Afterwards, please immediately check the contents of the package within no more than 2 days from receipt. If any type of damage is found, please notify our staff immediately so that we can take the necessary measures, namely the warranty replacement of the damaged part or of the entire product, at no additional cost.

The replacement times for the insured material may vary depending on the availability of the required spare parts. In any case, these times will range from 2 days to 30 working days from the request. Our staff will keep the customer updated regarding the progress of the opened case.

Product Warranty (3 Years):

Any product purchased from our e-commerce website www.idealuceonline.it is covered by a 3-year warranty from the date of purchase. The first 2 years fall under the warranty provided by the manufacturer to protect the consumer in accordance with current laws, while for the 3rd year, in order to offer greater after-sales security, we extend the “standard” warranty by providing an additional year of protection, at no extra cost.

The warranty covers the product against:

• Manufacturing defects caused by the manufacturer
• Paint defects, even if detected over time
• Malfunctions of electrical parts, both internal and external

How to Request Warranty Service:

To request a warranty replacement, you must submit your request using this form: contact form. We will promptly contact the customer to communicate the replacement timeframe, which generally varies, depending on availability, from 2 days to 30 working days from the request.

Right of Withdrawal:

Every private customer who purchases from our e-commerce website has the unquestionable right to withdraw from the order in accordance with current laws, within a maximum period of 14 calendar days from the date of delivery of the order, without the need to specify any reason. In the event of withdrawal, the customer has the right to request a refund of the amount paid, or, if desired, to request an exchange for a product of equal or higher value. The direct costs of returning the goods shall be borne by the customer.

Exclusions from the right of withdrawal: The right of withdrawal applies exclusively to private consumers, in accordance with current laws. The right of withdrawal does not apply if the buyer is a VAT-registered business or professional purchasing as a company or professional. The right of withdrawal cannot be applied to items customized according to the customer’s explicit instructions.

How to exercise the right of withdrawal:

To obtain a refund (or to make a change) it is necessary to notify us of the desire to withdraw, within 14 non-working days from the date of delivery, by sending an e-mail to the e-mail address [email protected]. Subsequently it is essential that the material to be returned is sent at the customer's expense to: IdeaLuceOnline di Gori Fabio, via Caduti per la Libertà 23 - 56019 Nodica (Pisa) Italy.

Important: An essential condition for exercising the right of withdrawal is that the customer sends the products to our warehouses in the same state (like new) in which they were shipped, not used, not installed, in the same packaging with which we made the shipment and complete with all accessory parts present inside the box at the time of shipment.

If the product (s) reaches us used, defective or not complying with the required conditions, we reserve the right to withhold a certain sum which will be equal to the decrease in the value of the goods. The customer is responsible for any decrease in the value of the goods, deriving from handling the goods other than that necessary to establish their nature and characteristics.

The responsibility for the integrity of the goods, during the return shipment, is always borne by the customer. We therefore invite you to insure all shipments destined for collection.

• Request order withdrawal

Refund timing:

In the event of a refund request, the same will take place no later than 14 days from the customer's request.