Product service and repair information
Although we are aware of how critical it is to address issues promptly, we can’t communicate directly with private clients. Here's what to do if you need help after buying one of our lamps:
Get in touch with the merchant or store.
Making direct contact with the store or merchant where you purchased the lamp is the first step. They will oversee the service procedure and handle your case.
Request assistance from the retailer.
The shop will get in touch with our team to initiate the after-sales service on your behalf after you get in touch with them. Although we are unable to offer private individuals direct support, we collaborate with our dealers to guarantee prompt and thorough assistance.In cooperation with your fiduciary rivenditor, this procedure enables us to provide you with a better and faster service.
Warranty
We offer a two-year warranty on our lamps from the date of purchase.
. You must give the shop a copy of the invoice or receipt proving your purchase in order to request service.
. You must give the shop a copy of the invoice or receipt proving your purchase in order to request service.
What to do if the lamp is under warranty
If the lamp is still covered under warranty, the customer must provide the retailer with the following documents and information:• copy of purchase invoice
• detailed description of the problem
• the complete model and color reference for the lamp. This data will allow the retailer to initiate the warranty service procedure.
What to do if the lamp is out of warranty
If the warranty has expired, the customer should• properly pack the lamp in a solid box of the appropriate size to prevent damage during transit
• send the lamp at his own expense (or the dealer's expense, depending on his policy).
• the store must always handle the request rather than the client directly. Upon receiving the lamp, we will evaluate the issue and, if repair is feasible, provide the retailer with an estimate. The retailer will get in touch with the customer. Martinelli Luce will only proceed with the repair after receiving the official order from the retailer, which includes the amount of the approved quotation.