Damaged items | zangra

▹ damaged items

WHAT TO DO IN CASE OF DAMAGE
The carrier is liable for loss of or damage to packages during transport. In order for us to replace or refund 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!
Damage has to be reported by using our »contact form«. 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 any more. 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! 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.
 

PLEASE SEND US A MESSAGE WITH THE FOLLOWING INFORMATION:

1. The date of the delivery.

2. Your order number.

3. Pictures of:

  • photo 1 - the damaged item(s). In case there are several damaged items, please make sure they are all visible in one single picture.
  • photo 2 - the shipping box
  • photo 3 the shipping box taken from a different angle
  • photo 4 - the damaged item in its original packaging in the shipping box. The packaging materials have to be visible in the picture.
  • photo 5 - the shipping label with the tracking number clearly visible on the shipping box.
     

Please see examples of the required photos at the bottom of the page.

 

WHY WE DON’T REFUND DAMAGED ITEMS AFTER THE THREE-DAY PERIOD ?

We sell a lot of glass and porcelain products; sometimes items get damaged or broken during transportation. This is really annoying for our customers, but unfortunately we can’t completely avoid damages. In this case, zangra directly refunds or replaces the damaged item(s).
However, zangra doesn’t cover damages made upon mounting the products. We suppose that our customers can’t wait to open their parcel to discover the products they ordered as soon as they receive them and so, identify the potential damages at the same time.

To remind it to our customers, we do all our best to inform them:

  1. In the parcel, we put a leaflet with a whole explanation about what to do with damaged items within the 3 days after receipt.
  2. When we ship an order, an automatic email with the same information is sent to the customer.
  3. The same information is also available in the FAQ on our website.

For these reasons, if you don’t respect the required three-day period and even if you have a perfect excuse, we cannot help you.
 

WHAT CAN I DO WHEN MY PENDANT LAMP OR SOCKET DOES NOT WORK?

See "here" for more info.

 

WHAT CAN I DO WHEN MY LIGHT BULB DOES NOT WORK (OR STOPS WORKING)?

See "here" for more info.

 

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

Feel free to contact our customer service by filling in our »contact form«.

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▹ wrong or missing 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.
For logistical reasons, we can only send the replacement items after receiving the return of the incorrect items.

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

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▹ refund

If you have received a damaged item you can either ask for a refund or for a replacement of that product.
We can only process your request once you send us the required information (see “damaged items”).


In case of a refund zangra will activate the zangracash service and have the amount credited to your account for your next purchase. 
To pay with zangracash, you must be logged into your zangra account. Your zangracash will then automatically be available at checkout. Any outstanding balance can be paid by Credit Card or bank transfer. 
Your zangracash account will be charged on the day your order is placed.
Your zangrascah balance and transactions can be viewed at any time by checking the zangracash section of your account. You can also have your unused zangracash credited back to you: just send a message to zangra’s customer service.

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 by filling in our »contact form«.

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▹ how do we pack your order?

Every day hundreds of orders leave our warehouse. These packages usually arrive intact. Proper packaging helps to reduce the number of products damaged during shipping. Therefore, we use sturdy cardboard boxes, made of double-walled cardboard, which are suitable for transporting heavy items. As a filler, we use crumpled kraft paper. Kraft paper is a biodegradable and recyclable paper type.
Plastic and other "non-ecologically" filler materials that we find in our manufacturers' packaging or customer returns are kept and reused for our own shipments. This seems better to us than throwing it away!
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 if you received a broken item.

Feel free to contact our customer service by filling in our »contact form«.

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▹ guarantee

zangra's products are of the highest quality and are made to last. All zangra products have a 2-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 message must contain the following photos and / or information:
a. 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 responsible 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.

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▹ 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 by filling in our »contact form«.

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▹ my light bulb is not working

What can I do when my light bulb won’t light up or stops lighting up?

Most zangra light sources are specially designed in three different parts. When the light bulb is no longer working, the glass globe can be unscrewed and only the LED inside needs to be replaced. These LEDs can be found "here".
You don't have to throw the whole light bulb in the rubbish, which saves you a lot of money!

zangra light bulbs are specially designed in three different parts, therefore it can happen that there is no contact between the metal tab inside the adaptor and the LED. As a result, the light bulb may not light up.
Test your bulb immediately after purchase. If it doesn't light up, do this small test:

  • unscrew the glass globe from the adaptor;
  • unscrew the LED from the adaptor;
  • if you look inside the adaptor, you will see a metal tab. With a simple gesture with a screwdriver, you can push this tab upwards;
  • when you screw the LED back into the adaptor, it comes into contact with the adaptor via the metal tab and the bulb lights up.

Please contact us within three working days of receiving your order if a light bulb you purchased does not light up after performing the above test.

Feel free to contact our customer service by filling in our »contact form«.
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