Returns & Warranty Claims

Business-to-Business purchases are offered a 14-day Cooling Off Period by Loxone UK Ltd. This is at our discretion and does not form part of a right. The Sale of Goods Act 1979 covers your rights if you are a business doing business with us, ie. receiving goods. It does not apply to services (training).

Returns: 14-day Cooling Off Period

All purchases are subject to our Terms and Conditions. 

You can return item/s within 14-days of the recorded delivery to you. The goods must be unused and in unopened packaging with the full postage paid by you.

To request a return as part of the cooling off period, email [email protected] with a copy of your invoice and clearly inform us of the item/s you would like to return.

We will then confirm receipt of your request and give you a unique reference number to process your return, provided it meets the bold requirements above. We will give you instructions on where to send the returned item/s to. Please ensure the item/s are appropriately packaged to mitigate damage in transit.

Once we have received the items, we will inspect them to confirm they are unused and in unopened packaging. If that is all confirmed, we will raise a credit for your items. As we are a B2B company, this credit will remain on your account for future purchases, however you can request a refund via BACS. Please let us know if you would prefer the latter once we confirm the credit has been raised.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

The above is for B2B transactions. Where a purchase has been by a consumer, the Consumers Rights Act 2015 applies. A cooling off period of 14-days still applies to consumers along with your statutory rights.

Warranty Claims

If you suspect a defect in one of our products, please contact our technical support via [email protected] or call 0118 204 9930 and go through to the Support line. We will discuss the potential defect 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 reference number. Please include this number on a note in the parcel with the items to be returned. Please note that the goods must be returned in a suitable box with the full postage paid by you.

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.