When is it considered a return?

You wish to return your ordered item for various reasons (color, size, etc.), and there is neither external damage nor a technical defect.

Who bears the cost of a return?

If you are dissatisfied with the product, the buyer covers the shipping costs for the return.

How does a return work?

Easily complete the return form online by clicking the "Request Return Form" button, print it, and include it signed with your package. Please fill out as many fields as possible to ensure prompt processing.

What happens next?

Once the product arrives back to us new and in its original packaging, our service team will inspect it. If everything is in order, a refund will be processed to your original payment method. If the product shows damages, we will contact you.

Our return address is: 

  • Licht-produktiv
  • Seehäuser Straße 78
  • 06567 Bad Frankenhausen


How do I report a complaint?

If your item is damaged or you received the wrong product, please use our in-house return portal to report a complaint. Click the "Report Complaint" button further down this page to initiate the automated complaint process via "New Order." Fill out the form there and download your return label for printing. Subsequently, you will receive an email from us including a Complaint ID (also known as an RMA number). You can use this number for smoother processes and to track the current status of your complaint.

When do I need to report transport damages, damages, hidden defects, or shortages?

To resolve your issue as quickly as possible, please start your complaint in our portal within 24 hours of noticing the damage or shortage. You can also add photos directly to help identify the problem faster.

Can I make a complaint over the phone?

Unfortunately, we do not accept complaints over the phone. Please refer to "How do I report a complaint?"

I don't like an item! Is that a valid complaint?

No. Disliking an item is not a valid reason for a complaint. Please follow the instructions found under the "Returns" heading.

Unfortunately, there has been an increase in mistaken use of our complaint portal for returns in the past. If, upon inspection of the return, we find that none of the complaint reasons apply, we will be obliged to charge you a service fee of €10.00 per package.