Warranty and Service
At LED Goeroe, we believe it’s important that you can count on high-quality LED lighting and excellent service. If a product isn’t working as expected or develops a defect, we’ll work with you to find a suitable solution.
We offer the following as standard on our products 24-month commercial warranty, unless otherwise stated for the product in question, in a quote, agreement, or in the applicable terms and conditions. This warranty generally applies to both consumers and business customers.
In addition, consumers are always entitled to their statutory warranty rights. These statutory rights are not limited by our commercial warranty.
24-month warranty on LED lighting
LED Goeroe's standard warranty period is 24 months and begins on the day you receive the product, unless otherwise agreed.
If a defect covered by our commercial warranty occurs within this period, we will inspect the product and provide an appropriate solution, such as repair or replacement.
For consumers, this commercial warranty is separate from the statutory warranty. For business customers, the 24-month period is a commercial or contractual warranty offered by LED Goeroe and not a general statutory warranty period.
Statutory Warranty for Consumers
As a consumer, you are entitled to a product that meets your reasonable expectations. In the Netherlands, there is no fixed expiration date for the statutory warranty.
How long you can expect a product to function properly depends, among other things, on the type of product, the price, its features, the information provided at the time of sale, normal use, and its expected lifespan.
If a product does not meet what you can reasonably expect from it, you, as a consumer, are generally entitled to a repair or replacement at no cost. This must be done within a reasonable time and without causing significant inconvenience.
If repair or replacement is not possible, if the problem is not resolved within a reasonable period of time, or if repair or replacement cannot reasonably be expected of you, then, depending on the situation, you may be entitled to a price reduction or to terminate the sales contract.
This also means that your statutory rights as a consumer do not automatically expire once our 24-month commercial warranty period has expired.
Warranty for Business Customers
For business customers, our standard 24-month commercial warranty applies, unless other warranty terms have been agreed upon in connection with the product, in the quote, in the agreement, or in the applicable terms and conditions.
The statutory consumer rules regarding warranties and cooling-off periods do not automatically apply to business-to-business purchases. In business-to-business agreements, the terms agreed upon, the applicable general terms and conditions, and general contract and sales law are decisive.
A business customer cannot, therefore, claim the same warranty rights as a consumer solely on the basis of consumer law. The commercial warranty that LED Goeroe expressly offers naturally remains in effect in accordance with its applicable terms and conditions.
Warranty on Custom Products
Custom-made products are also covered by our warranty in principle, unless other arrangements have been expressly agreed upon in advance.
A product that is manufactured specifically according to agreed-upon specifications must meet the characteristics and specifications agreed upon with you.
Is a custom-made product defective, manufactured incorrectly, or does it deviate from the agreed-upon specifications? If so, please contact us. In that case, the applicable commercial warranty and, for consumers, the statutory warranty rights remain in effect.
Custom-Made Products and the Right of Withdrawal
A warranty and the right of withdrawal are two different things.
In many cases, consumers have a statutory cooling-off period of 14 days for distance contracts. However, this cooling-off period does not apply to certain products that are custom-made according to the consumer’s individual specifications or are clearly personalized.
A custom-made product that was delivered correctly and falls under this legal exception cannot, therefore, be returned within 14 days solely because the customer has changed their mind.
This exception does not automatically apply to every item that is specially ordered. Whether a product is considered custom-made—and thus excluded from the right of withdrawal—depends on the nature of the product and the manner in which it was manufactured according to individual specifications.
The exclusion of the right of withdrawal does not affect warranty rights. If a custom-made product is defective or does not meet the agreed-upon specifications, it may still constitute a valid warranty claim.
Business customers do not automatically have a 14-day statutory right of withdrawal. Any cancellation or return options for business orders are determined by the agreements made and the applicable terms and conditions.
Report a defect or warranty claim
Are you having a problem with an LED Goeroe product? Please contact us at info@ledgoeroe.nl.
When submitting your application, please include the following information:
- your name and order number;
- which product is involved;
- a clear description of the problem;
- If possible, please include one or more photos of the product or the defect.
This information will help us process your request more quickly. If necessary, we will ask you to return the product to us for inspection.
If a consumer encounters a defect for which LED Goeroe is responsible under the statutory warranty, the item will be repaired or replaced free of charge. In such cases, the consumer will not be responsible for any necessary return shipping costs.
For business customers, any transportation, inspection, and other costs will be handled in accordance with the applicable warranty terms and conditions and any agreements made.
For general information about returning products, please also visit our page Shipping and Returns.
When is damage not covered under our commercial warranty?
As a general rule, our commercial warranty does not apply if a defect or damage can be shown to have been caused by:
- incorrect or improper use;
- incorrect installation or assembly by the customer or a third party;
- use that violates the user manual, regulations, or product specifications;
- modifications, repairs, or work performed on the product that caused the defect;
- damage caused by drops, impacts, moisture, or other external factors for which the product is not designed;
- power surges, lightning strikes, or other external electrical causes;
- normal wear and tear;
- willful damage or gross negligence.
An exclusion applies only if there is a sufficient connection between the cause in question and the defect or damage.
If the installation or assembly was performed by LED Goeroe itself, a defect resulting from improper work by LED Goeroe cannot, of course, be excluded from coverage under this warranty.
Each warranty claim is evaluated on a case-by-case basis. For consumers, these warranty terms and conditions do not limit their statutory rights.
Service After the Warranty Period
Has our 24-month commercial warranty period expired? Even then, you can still contact us.
Whenever possible, we will help you find a suitable solution, replacement product, part, or technical alternative.
For consumers, the expiration of our commercial warranty period does not automatically mean that any statutory warranty rights have expired. For business customers, the terms of the agreement and the applicable terms and conditions remain in effect after the commercial warranty expires.
LED Goeroe has extensive knowledge of professional LED lighting and is happy to assist you with any questions about products, applications, custom solutions, and the replacement of existing lighting.
File a Complaint
Are you dissatisfied with a product, order, or our service? Please contact us first at info@ledgoeroe.nl. We take your complaint seriously and will work with you to find an appropriate solution.
Are you a consumer, and are we unable to resolve the issue together? If so, provided the conditions are met, you can submit your dispute for mediation through WebwinkelKeur.
WebwinkelKeur's dispute resolution process is not intended for business-to-business purchases. In the event of a business-to-business dispute, we will first work directly with you to find an appropriate solution.
Do you have questions about the warranty or service?
Do you have a question about a product's warranty, a defect, custom work, or the right replacement for your existing LED lighting? Feel free to contact LED Goeroe.
Call: +31 (0)592 580000
Email: info@ledgoeroe.nl
We'd be happy to help you.
