what to do with damaged items?

Damage has to be reported by using our »contact form« with the subject line “DAMAGED ITEM”. You will need to contact us within 3 business days of receipt of the items in order to make a claim with the shipping company.
After this period zangra can not be held responsible for damaged packages anymore. If you only contact us after 3 days of receiving the goods, we will have to refuse the claim, as the shipping company cannot verify that the box was handled after you received it.

Packages are insured during transit. Products are not insured against damage at your home, shop or on a job site. Opening the box and checking the order is your responsibility, so please check your delivery ASAP for damage!

In order for us to replace the damaged goods, we will first need some information. Our insurance company needs to inspect the damaged package to determine the cause of damage and to verify that proper packaging materials have been used!

Please send us an email with the following information:
a) a picture of the damaged item (1). In case there are several damaged items, please make sure they are all visible in one single picture.
b) a picture of the damaged item (1) in its original packaging (box 2) and in the white zangra box (box3). The packaging materials have to visible on the picture.
c) the date of the delivery
d) a picture of your invoice or your invoice number.

NOTE
Never send broken items back to zangra unless a member of staff has explicitly requested this.

 

POURQUOI UN PRODUIT CASSÉ N'EST-IL PAS REMBOURSÉ AU DELÀ DES 3 JOURS AUTORISÉS ?

Nous vendons énormément de produits en verre et en porcelaine; il arrive donc parfois que des produits se cassent pendant le transport. C'est très ennuyeux pour nos clients mais malheureusement nous ne pouvons jamais éviter complètement la casse. Dans ce cas, zangra s'occupe directement du remboursement ou du remplacement du produit cassé.

Cependant, zangra ne peut pas couvrir la casse survenue lors du montage des produits. Nous supposons que nos clients sont très impatients d'ouvrir leur colis pour découvrir leurs produits commandés dès la réception de la livraison, et donc repérer les éventuels dommages par la même occasion.

Pour rappeler cela à nos clients, nous faisons tout notre possible pour vous informer:

  1. Dans le colis d'envoi se trouve un dépliant avec toutes les explications sur les démarches en cas de casse, à effectuer pendant les 3 jours suivant la livraison.
  2. Lorsque votre commande quitte notre atelier, vous recevez un e-mail automatique contenant la même information.
  3. Sur notre site internet, dans le FAQ, vous retrouverez encore cette même information.

Pour ces raisons, si vous n'avez pas respecté le délai des trois jours demandé, et malgré une excuse parfaite, nous ne pourrons malheureusement pas vous aider.

AMPOULE DEFECTUEUSE
Merci de bien vouloir nous contacter endéans les 3 jours ouvrables après réception de la marchandise via le formulaire si l'ampoule LED, halogène ou à filament achetée ne s'allume pas. Il est important de tester les ampoules achetées dès leur réception, car au delà de ce délai, nous ne procédons plus à l'échange!
 

ATTENTION
Ne renvoyez jamais de marchandise endommagée, sauf si vous en avez reçu la demande expresse de l'équipe zangra.

Feel free to contact our Customer Service Department by filling in our »contact form«

wrong item

Any wrong delivery needs to be reported within 3 business days of receipt of the items. Afterwards we will not be able to process your request for a product replacement anymore.

To do so, please complete the contact form with the following information:
a) a picture of each wrong item
b) the date of the delivery
c) your order number or reference

NOTE
Never send wrong items back of your own initiative, as zangra will take care of the return costs.

 

Feel free to contact our Customer Service Department by filling in our »contact form«

refund

If you have received a damaged item you can either ask for a refund or for a replacement of that product. Please take note that custom products are final and are not eligible for returns, exchanges, changes or alterations: such as custom-cut cables and custom-made ceiling lamps, sheepskin rugs and all other custom made items.
We can only process your request once you send us the required information (see “what to do with damaged items?”). The amount will be transfered back to your account in a few days, depending on your bank and the payment method you used.

The transfer can only be made using the same payment method as for your order.

Did you pay by card?
We'll transfer the amount back to your account as soon as possible.

Did you pay by bank transfer?
Please mail your bank information (SWIFT and IBAN codes) to our customer service and we will transfer the amount back to your account.
Keep in mind that it may take a few days for the transfer to be processed.
 

Feel free to contact our Customer Service Department by filling in our »contact form«

how do we pack your order?

Every day hundreds of orders leave our warehouse. Usually these packages arrive intact. Proper packaging helps to reduce the number of products damaged during shipping. That is why we use heavy duty cardboard boxes suitable for heavy items, made from double wall cardboard. As box filler we recycle old cardboard. Our "cardboard perforator” transformes bulky used cardboard into a shock-absorbant, flexible netting that is perfect for packaging. We think it is important to focus on recycling and re-use to reduce the total amount of waste by using these cardboard mats as packing material.
However, sometimes you could receive damaged merchandise. Customers then often complain about our packaging not having a label with “fragile” or “this side up”. But these stickers do not make any difference. All the courier services we worked with treat the packages with or without sticker in the same way. If it would make a difference we would stick “fragile" stickers all over… really...

Zangra immediately issues a refund or replaces the product when you did receive a damaged item. Zangra is insured for damage, but the insurance company will never reimburse us the full amount, so it is in our advantage that we do our best to pack your order as good as we can.

Read »here« what to do when you received a broken item.

 

Feel free to contact our Customer Service Department by filling in our »contact form«

 

 

guarantee

Zangra's products are of the highest quality and are made to last. All zangra products have a two year warranty. During the 2-year warranty period, you can let zangra know via the "contact form" if a problem occurs.

If you have a product that is damaged by your fault, it will not be replaced or refunded.

The email must contain the following photos and / or information:
at. A picture of the defective item if the damage is visible.
b. Your invoice, a picture of your invoice, the invoice number or the order number.

 
Unfortunately, no guarantee is given on light sources. All light sources sold separately are tested by zangra before shipping.After sending, zangra is in no way re sponsible for the indicated service life. It is impossible to verify how and under what circumstances your light sources burn.
For example: vibration, peak current, old wiring, faulty connection, installation, short circuit, lightning, humidity, use of the defective dimmer etc.

WARNING :
Never return defective products to zangra unless explicitly requested by a zangra employee.

If you did not purchase the product directly from zangra, please contact the store where you purchased the product. They will contact zangra and eventually return the article. Zangra will replace or refund the product to the reseller in case of manufacturing defect.

defective pendant lamp or socket

A pendant lamp or socket can not be "defective". All pendant lamps are assembled and tested in zangra's workshop before being shipped to a client.

What can happen is that the light bulb won't work because it is not in contact with the metal connectors inside the lampholder Therefore lift the connector in the lampholder (using a flat screwdriver) to restore a connection between the connector and the light bulb. In most cases, the problem will be solved.

Zangra's lampholders have a safety feature, which means that once put together, they cannot be unscrewed anymore. This is to ensure you don’t undo the lampholder when changing the bulb and give yourself a nasty electric shock! To attach a power cord to the lampholder, you need to unscrew the base first. To do this, you have to push down the retention pin inside the lampholder (e.g. with a screwdriver) and unscrew the upper ring.

Feel free to contact our Customer Service Department by filling in our »contact form«