WARRANTY AND AFTER-SALES SERVICE

1. Scope

Illumus Unipessoal, Lda. develops, manufactures and supplies decorative lighting solutions, including bespoke products, made-to-measure pieces, prototypes, one-off pieces and small series.

This page sets out the general warranty and after-sales service conditions applicable to products manufactured or supplied by Illumus.

The specific conditions stated in the quotation, order confirmation, contract, technical specification, approved drawings or other documentation relating to each project shall prevail over these general conditions, provided that they do not prejudice any mandatory legal rights.

2. Company Identification

Illumus Unipessoal, Lda.
Private limited company
Tax identification and company registration number: 515 437 816
Share capital: €5,000.00
Registered office: Rua Principal, no. 416, Fujacos
3750-717 Recardães, Águeda
Portugal

Email: geral@illumus.pt
Telephone: (+351) 938 777 726

3. General Illumus Warranty

Unless otherwise expressly agreed, products manufactured or supplied by Illumus benefit from a general warranty of three years.

For professional clients, the commercial warranty period starts on the date of issue of the relevant invoice.

For sales to consumers, the statutory liability period for lack of conformity starts on the date of delivery of the goods, in accordance with the applicable legislation.

Subject to the conditions set out on this page, the warranty covers:

• manufacturing defects;
• assembly defects;
• lack of conformity attributable to Illumus;
• incorrect integration of components included in the supplied configuration;
• proven defects in the application, adhesion or execution of finishes;
• failure of components covered by the relevant warranty period.

The warranty assumes that the product has been:

• installed by suitably qualified professionals;
• assembled and connected in accordance with the instructions and documentation provided;
• used for its intended purpose;
• used under the approved environmental conditions;
• connected to a suitable electrical installation;
• properly cleaned and maintained;
• kept free from unauthorised alterations or technical interventions.

4. Consumer Clients

A consumer is a natural person who purchases a product for purposes that do not fall predominantly within that person’s trade, business, craft or professional activity.

In sales to consumers, all rights provided by the applicable legislation concerning the conformity of goods and consumer protection shall apply in full.

In the event of a lack of conformity, the consumer may be entitled, under the legally applicable conditions, to:

• repair;
• replacement;
• a proportionate reduction in price;
• termination of the contract.

Conformity shall be restored free of charge to the consumer, within the conditions and time limits established by the applicable legislation.

Nothing on this page limits or excludes any rights legally granted to consumers.

5. Professional Clients

Professional clients include, in particular:

• companies;
• hotels;
• restaurants;
• architects;
• interior designers;
• property developers;
• distributors;
• resellers;
• contractors;
• installers;
• public or private entities purchasing products in connection with their professional activity.

Unless otherwise expressly agreed, Illumus grants professional clients a three-year commercial warranty, starting on the invoice date, against manufacturing defects, assembly defects or lack of conformity attributable to Illumus.

The commercial warranty applicable to professional clients is governed, in the following order of precedence, by:

1. the specific conditions of the quotation, order confirmation or contract;
2. the approved drawings, specifications and technical documentation;
3. this page;
4. the applicable legislation.

The commercial warranty does not exclude liability that cannot legally be excluded.

6. LEDs, Drivers and Electrical or Electronic Components

LEDs, LED modules, drivers, power supplies and other electrical or electronic components integrated into Illumus products are covered by the general three-year warranty.

Certain components may benefit from a longer warranty period of up to five years where:

• that period is granted by the relevant manufacturer or supplier;
• the extension is expressly identified in the quotation, technical specification or project documentation;
• the technical conditions imposed by the manufacturer are complied with;
• the component has been correctly installed and used.

Any extension may depend, in particular, on:

• limits on operating hours and operating cycles;
• ambient temperature and operating temperature;
• electrical supply conditions;
• compatibility with dimming or control systems;
• the absence of voltage surges;
• correct installation;
• retention of purchase documentation;
• identification of the component.

A longer warranty granted by the manufacturer shall not be presumed where it is not expressly identified in the project documentation.

Illumus shall remain the client’s first point of contact for the initial assessment of the occurrence.

A manufacturer’s warranty does not exclude Illumus’s responsibility for defects relating to the selection, integration, assembly or supply of the component in the final configuration.

7. Replaceable Lamps

Conventional lamps and other light sources that can be replaced by the user are components subject to wear.

The warranty does not cover normal lumen depreciation, end of service life or normal wear of these components, unless a defect existed at the time of delivery or another lack of conformity is covered by the applicable legislation or by the specific project conditions.

Integrated LED modules that are not replaceable by the user are not treated as ordinary consumables and are covered by the conditions applicable to integrated electronic components.

8. Finishes

Finishes applied by Illumus benefit from a three-year warranty against proven defects in:

• application;
• adhesion;
• abnormal flaking;
• peeling;
• abnormal blistering;
• incorrect execution attributable to Illumus;
• premature deterioration incompatible with the approved conditions of use.

The warranty does not represent a guarantee that colour, tone, sheen, texture or patina will remain absolutely unchanged over time.

The following shall not, in themselves, be considered defects:

• minor variations in colour or tone;
• differences inherent in manual processes;
• subtle marks inherent in handcrafted production;
• natural changes in sheen;
• the development of patina;
• natural oxidation of brass, bronze or copper;
• gradual changes in the colour of metals;
• normal ageing of materials;
• natural variations in glass, stone, wood, acrylic or equivalent materials;
• variations that do not compromise safety, functionality or the approved overall appearance.

Where a sample has been approved, it constitutes a visual and material reference but does not guarantee an absolutely identical result across different surfaces, dimensions, materials or production batches.

9. Environmental Conditions

Unless expressly stated otherwise, products are intended for use in dry indoor environments under normal environmental conditions.

A product must not be considered suitable for:

• outdoor use;
• permanently humid environments;
• bathrooms or bathing areas;
• marine or coastal environments;
• locations with high salinity;
• swimming pools or spas;
• corrosive environments;
• industrial installations;
• locations exposed to chemical vapours;
• extreme temperatures;
• intense direct sunlight;
• other special conditions;

unless expressly confirmed in writing by Illumus. The warranty does not cover damage resulting from installation or use in an environment other than that for which the product was designed and approved.

10. Installation

Products must be installed by suitably qualified professionals and in accordance with:

• the approved drawings;
• the installation instructions;
• the technical specifications;
• the applicable safety requirements;
• the characteristics of the electrical installation;
• the structural capacity of the support;
• the specific conditions of the installation site.

Where installation is not contracted to Illumus, the client, designer, contractor or local installer shall be responsible, according to their respective duties, for ensuring:

• the actual capacity of the ceiling, wall or structure;
• the design of any necessary structural reinforcement;
• the suitability of the anchors and fixings;
• compatibility with the electrical installation;
• correct connection and programming;
• compliance with local standards and installation requirements;
• the suitability of the conditions existing at the installation site.

Where applicable, Illumus shall provide relevant information concerning:

• product weight;
• suspension points;
• the geometry of fixing elements;
• electrical supply;
• control system;
• assembly instructions;
• intended conditions of use.

Approval of the drawings by the client does not exclude Illumus’s responsibility for safety, manufacturing quality, legal conformity or correspondence of the product with the approved documentation.

11. Control Systems and External Equipment

Illumus is responsible for the compatibility of the components included and identified in the configuration supplied by Illumus.

Compatibility with external systems, whether existing or selected by third parties, including DALI, Lutron, KNX, phase-cut dimming or other systems, depends on:

• the technical information previously provided;
• the version and configuration of the equipment;
• validation of the systems involved;
• installation and programming carried out on site.

The warranty does not cover failures caused by:

• incompatible external equipment;
• incorrect programming;
• incorrect electrical connection;
• systems not disclosed during development;
• changes made after installation;
• use of equipment different from that approved.

12. Components Supplied by the Client

Illumus does not provide a warranty for components, materials or equipment supplied directly by the client or by third parties appointed by the client.

Illumus remains responsible, however, for defects demonstrably resulting from the integration, assembly or connection of those components where that work was carried out by Illumus.

The suitability of a component supplied by the client depends on the technical information provided and its compatibility with the developed solution.

13. Warranty Exclusions

Without prejudice to any applicable legal rights, the warranty does not cover damage or failures caused by:

• normal wear and tear;
• improper use or use for a purpose other than that intended;
• incorrect installation;
• incorrect electrical connection;
• overvoltage, power surges or electrical supply faults;
• incompatible control systems;
• failure to follow instructions;
• incorrect assembly, disassembly or reinstallation;
• unauthorised alterations or repairs;
• replacement of components by third parties;
• impact, dropping, scratching or abrasion;
• vandalism;
• fire, flooding or external accidents;
• prolonged contact with water;
• condensation or excessive humidity;
• sea air, salinity or corrosive atmospheres;
• chemicals, solvents, bleach, alcohol or abrasive products;
• incorrect cleaning or maintenance;
• intense sunlight exposure;
• temperatures or environments that have not been approved;
• lack of maintenance;
• natural ageing of materials;
• interventions in the building’s electrical or structural installation;
• improper storage;
• use of lamps or components different from those specified;
• damage caused by transport arranged directly by the client where attributable to the carrier.

The existence of any of these circumstances does not automatically result in the entire warranty being excluded. The exclusion applies only where there is a causal relationship between the identified circumstance and the damage or failure.

14. Alterations and Third-Party Interventions

An unauthorised alteration, repair or intervention does not automatically result in the loss of the entire warranty.

The warranty may not cover:

• the altered component;
• damage directly caused by the intervention;
• failures aggravated by the alteration;
• costs required to restore a modified configuration;
• situations where the intervention has made a reliable technical assessment impossible.

Warranty coverage remains in place for defects unrelated to the alteration or intervention, unless that intervention prevents a reliable technical assessment.

15. Samples, Mock-ups and Prototypes

Samples, mock-ups and prototypes are developed to allow the client to assess previously identified aspects of the product before final production.

They may include, among others:

• material samples;
• finish samples;
• visual mock-ups;
• dimensional prototypes;
• assembly prototypes;
• lighting prototypes;
• technical or functional prototypes;
• pre-production prototypes.

Each request should identify, where applicable:

• the purpose of the prototype;
• the aspects subject to validation;
• the materials and components included;
• the level of functionality;
• the expected differences from the final product;
• whether installation or final use is permitted or prohibited.

A visual or technical prototype may not include all the materials, finishes, components, assessments or characteristics of the final product.

The client must assess the relevant aspects and confirm in writing whether the prototype is:

• approved;
• approved subject to identified changes;
• not approved.

Approval confirms only the aspects presented and identifiable in the prototype. It does not transfer Illumus’s responsibility for safety, legal conformity, manufacturing quality or correct execution of the final product to the client.

Samples, mock-ups and prototypes intended solely for development, display, assessment or testing do not automatically benefit from the same warranty as the final product.

Where a prototype is subsequently approved and supplied for final use, it must be expressly confirmed that it is approved for final use, that the necessary assessments have been completed and that it is covered by the warranty identified in the project documentation.

16. Reporting an Occurrence

Any warranty or assistance request must initially be sent to: geral@illumus.pt

The communication should include, whenever possible:

• client name;
• company, where applicable;
• invoice number;
• order number;
• project reference;
• product identification;
• delivery date;
• installation date;
• detailed description of the problem;
• date on which the problem was detected;
• general and detailed photographs;
• demonstration video, where applicable;
• information about the installer;
• conditions of use;
• information about any alterations or interventions carried out.

Following the initial communication, Illumus may send the client a specific warranty and assistance form, which must be completed and returned with the requested information.

The form is intended to organise the diagnosis and collect the necessary technical information. It does not constitute a waiver or limitation of any applicable legal rights.

Professional clients must report the occurrence promptly after it is detected and without undue delay.

17. Initial Response

Illumus shall acknowledge receipt of the request and begin its assessment, as a rule, within up to 10 working days, provided that the necessary information has been received.

This period refers to the beginning of the assessment and not to completion of the repair or resolution of the occurrence.

Where the information is incomplete, the period shall start upon receipt of the additional information requested.

18. Diagnosis and Technical Assessment

Before any site visit, Illumus shall, whenever possible, carry out a preliminary assessment using:

• photographs;
• videos;
• the completed form;
• drawings;
• technical specifications;
• measurements;
• information from the installer;
• control system documentation;
• other relevant information.

Illumus may subsequently request:

• additional photographs or videos;
• identification of components;
• electrical measurements;
• inspection of the installation;
• a report from the installer;
• a site inspection;
• disassembly;
• collection or shipment of the product;
• access to associated equipment.

Acceptance of a product for inspection does not constitute prior acknowledgement that the occurrence is covered by the warranty.

Following the assessment, Illumus shall communicate:

• the probable cause;
• whether or not the occurrence is covered by the warranty;
• the proposed solution;
• the required procedures;
• the estimated timescale;
• any costs not covered.

19. Solutions Under the Warranty

Where it is confirmed that the defect or lack of conformity is attributable to Illumus and covered by the warranty, the solution may include:

• repair;
• replacement of components;
• replacement of the product;
• correction of the finish;
• technical adjustment;
• another appropriate measure to restore conformity.

In consumer transactions, the methods for restoring conformity and all other rights provided by the applicable legislation shall be respected.

The solution shall take into account:

• the nature of the product;
• the seriousness of the defect;
• the feasibility of repair;
• the availability of components;
• the proportionality of costs;
• the aesthetic and functional impact;
• the applicable legal rights.

20. Repairs and Replacements for Professional Clients

In contracts with professional clients, repair or replacement of a component does not restart the full warranty period for the product.

The repaired or replaced component shall be covered:

• for the remaining period of the original warranty; or
• for 12 months from the date of repair or replacement;

whichever is more favourable to the client. This rule does not prejudice any more favourable specific conditions expressly agreed.

21. Costs

Where it is confirmed that the defect or lack of conformity is attributable to Illumus and covered by the warranty, Illumus shall bear the reasonable and necessary costs of resolving the occurrence.

Depending on the circumstances, those costs may include:

• parts;
• components;
• labour;
• repair;
• collection;
• transport;
• return shipment;
• travel;
• disassembly;
• reinstallation.

The inclusion of disassembly and reinstallation shall depend on:

• the applicable legislation;
• whether installation was contracted to Illumus;
• the nature of the occurrence;
• the actual need for those works;
• the conditions agreed for the project.

Where it is concluded that the occurrence is not attributable to Illumus, is not covered by the warranty, results from improper installation or use, results from third-party intervention or corresponds to normal wear or ageing, the costs of diagnosis, inspection, travel, transport, disassembly, reinstallation, repair or replacement shall be subject to quotation.

No paid service shall be carried out without prior information and acceptance by the client.

22. Transport

Any collection or shipment relating to a warranty request must be previously authorised, arranged or approved by Illumus.

Where the defect is confirmed and attributable to Illumus, Illumus shall bear the reasonable transport costs necessary to resolve the occurrence.

Urgent, premium or other transport services arranged unilaterally by the client without prior authorisation may not be reimbursed in full.

The product must be properly packed. Wherever possible, the original packaging or equivalent packaging providing suitable protection must be used.

23. Transport Damage

The client should inspect the packaging and the product at the time of delivery whenever reasonably possible.

Visible damage should be:

• recorded on the carrier’s delivery documentation;
• photographed before the packaging is fully opened;
• reported to Illumus or the carrier as soon as reasonably possible.

Failure to make a reservation on the delivery documentation may make a claim against the carrier more difficult but does not remove any rights that cannot legally be excluded.

Responsibility shall be determined taking into account:

• the agreed delivery conditions;
• the party that arranged the transport;
• the point at which risk transferred;
• the condition of the packaging;
• the proven cause of the damage.

24. Indirect Losses in B2B Relationships

In contracts with professional clients, and to the extent legally permitted, the commercial warranty does not cover indirect or consequential losses, including:

• loss of business activity;
• loss of revenue;
• loss of profit;
• construction delays;
• closure of premises;
• loss of use;
• costs of external teams;
• penalties assumed towards third parties;
• equipment hire;
• other indirect economic losses.

This limitation does not apply in cases of wilful misconduct, gross negligence or liability that cannot legally be excluded.

25. Discontinued Components

Illumus does not guarantee the indefinite availability of:

• LEDs;
• drivers;
• electronic modules;
• light sources;
• finishes;
• hardware;
• materials;
• moulds;
• parts supplied by external suppliers;
• discontinued components.

Where the original component is no longer available, Illumus shall seek to identify a technically compatible or equivalent solution.

Replacement may require:

• technical adaptation;
• changes in dimensions;
• replacement of associated components;
• updating of the control system;
• visual changes;
• a new quotation;
• client approval.

During the warranty period, replacement with an equivalent component must not unjustifiably reduce the agreed functionality or performance.

26. Assistance Outside the Warranty Period

After the warranty has expired, or where an occurrence is not covered, Illumus may provide technical assistance subject to:

• prior assessment;
• technical feasibility;
• availability of components;
• submission and acceptance of a quotation.

Assistance may include:

• diagnosis;
• repair;
• replacement of components;
• driver updates;
• replacement of LED modules;
• correction or restoration of finishes;
• technical adaptation;
• manufacture of parts;
• documentary support.

Illumus shall seek to provide assistance for a reasonable period but does not guarantee the indefinite availability of identical components.

27. Maintenance and Cleaning

The client must comply with the specific use, cleaning and maintenance instructions supplied with the product.

Where no specific instructions have been provided, the following is recommended:

• disconnect the electrical supply before cleaning;
• use a soft, dry or slightly damp cloth;
• do not use abrasive products;
• do not use solvents, alcohol, bleach or aggressive detergents;
• do not spray liquids directly onto the luminaire;
• prevent water from entering electrical components;
• do not apply pressure to delicate elements;
• do not disassemble technical components without authorisation;
• request guidance before applying any cleaning product.

Special materials and finishes may require specific instructions.

28. Additional Warranties

Any additional warranty or extension shall apply only where it is expressly stated in:

• the quotation;
• the order confirmation;
• the contract;
• the technical specification;
• the warranty statement;
• product-specific documentation.

Additional commercial warranties do not limit any rights legally granted to consumers.

29. Data Protection

Personal data provided in connection with warranty or assistance requests shall be processed to:

• manage the request;
• assess the occurrence;
• communicate with the client;
• organise inspections and repairs;
• comply with legal or contractual obligations;
• establish, exercise or defend legal rights.

Processing shall be carried out in accordance with Illumus’s Privacy Policy .

30. Complaints and Consumer Disputes

Consumers may submit a complaint through the Portuguese Electronic Complaints Book .

Consumers may also contact the CNIACC — National Centre for Consumer Dispute Information and Arbitration, the applicable alternative consumer dispute resolution body, without prejudice to any other legally competent entity.

Further information is available in the website’s Terms and Conditions .

31. Contact

For warranty or assistance requests:

Illumus Unipessoal, Lda.
Rua Principal, no. 416, Fujacos
3750-717 Recardães, Águeda
Portugal

Email: geral@illumus.pt
Telephone: (+351) 938 777 726

32. Amendments

Illumus may update this page to reflect:

• changes in legislation;
• changes to products;
• changes to assistance procedures;
• new commercial conditions;
• changes to suppliers or components.

The version applicable to each order shall be determined by the contractual conditions, the project documentation and the legislation in force on the relevant date, without prejudice to any mandatory rights.