Warranty, Service & Replacement Policy
At Light & Logic, we specialize in KNX Home Automation, Lighting Control, ELV Systems, and related technology solutions. As our products are project-based, technical, and often customized according to specific system requirements, we do not offer a general return or refund policy.
Our products and systems are supported through applicable manufacturer warranties, technical services, troubleshooting, and replacement procedures as described below.
1. No Return or Refund Policy
All products supplied by Light & Logic for KNX, ELV, automation, lighting control, and related projects are considered final sale.
Once an order has been confirmed, supplied, installed, programmed, or commissioned, the products are not eligible for return or refund, except where a product is confirmed to be defective and qualifies for replacement under the applicable warranty terms.
2. Manufacturer Warranty
Products supplied by Light & Logic are covered by the manufacturer’s warranty, where applicable.
Warranty coverage is subject to:
The manufacturer’s warranty period and terms.
Proper installation and operation of the product.
Compliance with the manufacturer’s technical specifications.
No physical damage, unauthorized modification, or misuse.
No damage caused by incorrect wiring, voltage fluctuation, external electrical faults, water, fire, or other environmental conditions outside the product’s specifications.
The applicable warranty period may vary depending on the manufacturer, product, and project agreement.
3. Defective Products
If a product develops a technical or manufacturing fault during the applicable warranty period, the customer should contact Light & Logic for technical assistance.
Our technical team may first perform remote or on-site troubleshooting to determine the cause of the issue.
If the product is confirmed to have a manufacturing defect and is covered under warranty, it may be repaired or replaced, subject to the manufacturer’s warranty terms.
4. Technical Inspection
All warranty claims are subject to technical inspection and verification.
Our technical team or the manufacturer’s authorized service personnel may inspect the product to determine whether the problem is caused by:
Manufacturing defects
Incorrect installation
Incorrect wiring or connection
Improper programming or configuration
Power supply or voltage-related issues
Physical damage
Misuse or unauthorized modification
External environmental conditions
A replacement will only be provided when the product is confirmed to qualify under the applicable warranty terms.
5. KNX Programming & System Configuration
KNX programming, ETS configuration, commissioning, parameterization, system integration, and other engineering services are project-based technical services.
Changes requested by the customer after completion or approval of the system may be treated as additional engineering or service work and may be subject to additional charges.
This includes, but is not limited to:
Changes to KNX group addresses
Changes to lighting scenes
Additional automation functions
New device integration
Changes to logic or programming
Addition of new rooms or devices
Integration with third-party systems
Changes to approved project requirements
6. Customized & Project-Specific Solutions
KNX and ELV systems are frequently designed and configured according to individual project requirements.
Therefore, customized, programmed, configured, pre-engineered, or project-specific products and solutions are non-returnable and non-refundable.
Once a customized solution has been approved by the customer and work has commenced, cancellation or modification may result in additional charges.
7. Installation & Service Warranty
Where installation or commissioning services are provided by Light & Logic, any applicable service warranty will be governed by the project quotation, work order, agreement, or commissioning terms.
Service warranty does not cover problems caused by third-party modifications, unauthorized changes, misuse, electrical faults, or changes made to the system without our approval.
8. Third-Party Products & Systems
For products manufactured by third-party brands, warranty claims will be handled according to the respective manufacturer’s warranty policy.
Processing time for repair or replacement may depend on product availability, manufacturer approval, shipping, and service-center procedures.
9. Warranty Exclusions
Warranty does not normally cover damage or failure resulting from:
Incorrect installation or wiring
Improper voltage or power supply
Short circuits or electrical surges
Physical or accidental damage
Water or moisture damage
Fire or environmental damage
Unauthorized modification or repair
Misuse or negligence
Improper programming by unauthorized personnel
Operation outside the manufacturer’s specifications
Normal wear and tear
Damage caused by third-party equipment or systems
10. Customer Responsibility
Customers are responsible for providing accurate project requirements and ensuring that the approved system design meets their intended application.
Before procurement and installation, customers are encouraged to review and approve:
Product specifications
System architecture
BOQ
Functional requirements
Control requirements
Compatibility
Installation requirements
Automation functions and scenes
Once approved, changes may be considered additional work and may incur additional costs.
11. Service & Technical Support
Light & Logic provides technical support for supplied KNX and ELV systems, subject to the applicable service agreement.
Support may include:
System troubleshooting
KNX programming support
ETS configuration
Device diagnostics
System commissioning
Fault identification
Product replacement coordination
Preventive maintenance
System upgrades and modifications
Additional service charges may apply where the issue is outside the applicable warranty or service agreement.
12. Warranty Claim Procedure
To request warranty or technical support, customers should provide:
Project or customer information
Product name and model
Purchase/order details
Description of the problem
Photos or videos, where applicable
Error messages or diagnostic information, where available
Our technical team will review the issue and advise the customer regarding the next steps.
Important Notice
Light & Logic does not provide a general return or refund facility for KNX, ELV, automation, lighting control, or project-based technical products and services.
All warranty claims, repairs, replacements, and technical services are subject to product inspection, manufacturer warranty terms, project agreements, and applicable service conditions.
Warranty does not mean an automatic replacement. The product must first be technically inspected and confirmed as eligible under the applicable warranty terms.
For further assistance regarding warranty, service, or technical support, please contact Light & Logic.