🤔 Frequently Asked Questions (FAQ)
Frequently Asked Questions (FAQ)
Find answers to common questions about our products, shipping, payments, and more.
About Luzguru
What is Luzguru?
Luzguru is a store specializing in lighting, consulting on lighting projects, and exclusive customer service.
What sets us apart from other lighting stores?
We're up to date with the latest developments and trends, offering exceptional service with over 30 years of experience.
Purchasing Process
How do I select a product?
You can explore our categories or use the search engine to find the products that best suit your needs.
How do I complete my purchase?
You must add the products to your cart, fill in the shipping and billing information, and accept our purchase terms.
How do I receive confirmation of my order?
Once payment is made, you will receive an email confirming your purchase.
Orders and Shipping
Where do we ship?
Only Peninsular Spain.
What is the delivery time?
2-4 business days from order confirmation, although in some cases it may take up to 15 days.
What is the shipping cost?
7.90€.
Is there free shipping?
No, we prefer to be real and charge just one shipping charge no matter what you order.
How to track an order?
You'll receive an email with your tracking number to track your delivery status. You can also email it with your order confirmation email, if you prefer.
Right of Withdrawal
Can I cancel my purchase after receiving the product?
Yes, you have 14 calendar days from receipt to withdraw without justification.
How do I request withdrawal?
You must notify us in writing to devoluciones@luzguru.com within the deadline.
Who covers the return costs?
The client, unless otherwise agreed with the company.
When will I receive my refund?
Once the product has been received and verified, the refund will be issued within a maximum of 14 days.
Are there any products that cannot be returned?
Yes, personalized products or those that are not eligible for refunds due to hygiene reasons.
Exchange and Refund Policy
Can I exchange a product?
Yes, as long as it is in its original and unused condition, within 14 days of receipt.
What are the costs associated with a change?
The customer must cover shipping costs unless due to an error by Luzguru or a product defect.
When is a refund issued?
In the event of withdrawal or error by the company, the amount will be refunded within 14 days of verification.
Product Warranty
What is the warranty on the products?
All products come with a 3-year legal warranty from the date of delivery.
What does the warranty cover?
Manufacturing, material and operating defects.
What is not covered by the warranty?
Damage due to misuse, negligence or unauthorized manipulation.
How do I request a repair or replacement?
Contact devoluciones@luzguru.com with photos or videos of the defect.
How long does it take for Luzguru to respond to a warranty request?
The company will respond within a maximum of 5 business days with the next steps to follow.
Other Questions
How to contact customer service?
Via online chat, WhatsApp, email, or phone.
Does Luzguru have a physical store?
No, we are a 100% online store.
Do we collaborate with professionals?
Yes, we work with architects, decorators, and other specialists.
How to receive offers and news?
Subscribe to our newsletter.
Still have questions?
Contact us