Frequently Asked Questions

Here you will find answers to all frequently asked questions. If your question is not listed, you can always reach us through our contact form.

Orders & Cancellations

Do I need to register to place an order in the shop?

No, you can place an order in our shop without registering. Simply select the option "Do not create a customer account" in the shopping cart.

Will there be any costs involved in case of a cancellation?

No, there are no costs involved in case of a cancellation. Please inform us about the cancellation through the contact form.

What should I do if I ordered the wrong item?

If you have ordered the wrong item, please contact us through our contact form. If your order has not been shipped yet, we will cancel it for you.

Delivery

Can I check the status of my delivery?

Once your goods have been shipped, you will receive a notification email from us.

Is there a tracking link for the shipment?

Depending on the shipping partner, you will receive a tracking link. Through this link, you can track the shipping status of your order.

What should I do if I received the wrong item?

If you have received the wrong item, please contact us through our contact form. You will receive a return label for the wrong item, and we will send you the correct item.

How can I stay informed about new products and offers?

You can stay up to date with our newsletter and receive regular information about new products and offers. You can subscribe to the newsletter through our website or the following link.

How can I subscribe to the newsletter?

You can subscribe to the newsletter on our website or through the following link.

How can I unsubscribe from the newsletter?

If you no longer wish to subscribe to our newsletter, you can easily unsubscribe through our website or the provided link. If you want to unsubscribe from the newsletter on the website, go to the Newsletter section and select "Unsubscribe" under Actions.

Products

Do you offer customizations?

If you are interested in a customization, please contact us through our contact form.

How can I get spare parts?

If you need a spare part for your item, please contact us. Together, we will determine which spare part is needed for your item, and it will be sent to the address you specify.

Regular charging of the applications

If the battery module is not permanently connected to the Loxone Power Supply & Backup, please recharge it after 9 months at the latest. Otherwise the batteries may be permanently damaged.

Returns & Warranty

How can I return my item?

In case of a return, please contact us through our contact form.

How does the return shipment work?

If you want to return your item, please contact us through our contact form.

Who should I contact in case of a warranty claim?

If you want to file a warranty claim, please contact us through our contact form.

How long is the warranty period?

The legal warranty period for movable goods is two years.

Customer Account & Personal

Data Are my personal data secure?

Your personal data is securely stored in accordance with data protection laws and is not shared with third parties.

What are cookies?

The cookies used on our website are not the edible kind. We refer to internet cookies. These are small text files that are stored by a website through your web browser on your computer or smartphone while browsing the internet. Cookies are read whenever you revisit the respective website. They remember settings made by users on the website, for example.

How can I reset my password?

You can reset your password under your customer account by selecting the "Reset Password" option.

How can I delete my customer account?

If you wish to delete your customer account, please contact us through the contact form.