Frequently asked questions: Everything you want to know about warranty, orders and complaints

• Skylux offers a standard warranty period of 10 years against manufacturing and material defects for general products such as flat roof windows, skylights and canopies.
• For screens, opening and operating systems, electrical components and controls, the warranty period is 2 years.
• Please note: for some products, this warranty period may differ. Always check this before purchase.

• The warranty covers the cost of replacing defective parts.
• Labour costs for installing replacement parts are not included.

The warranty becomes void if:

• The products have not been installed, maintained and used according to the instructions.
• Incorrect maintenance as described in the maintenance instructions.
• Products are used in unsuitable application areas, such as environments with aggressive substances in the atmosphere.
• Incorrect installation, see installation instructions.
• Improper use and deliberate damage.
• Damage caused by external factors (such as glass breakage due to impact from a hard object, hail damage or storm damage).
• Normal and natural wear of moving parts (for example screen, sunblind, etc.).
• Impact on polycarbonate skylights older than 5 years.
• Natural weathering of wood.
• UV discolouration of fabrics and coatings.
• Opening and operating systems older than 5 years.
• Electrical or electronic components older than 5 years.

4. Contact:
For questions about the warranty or to report a warranty claim, please contact our customer service.

These warranty terms have been drawn up with the intention of clearly stating what you can expect from us and what we expect from you. Skylux strives for quality and customer satisfaction.

Complete the return form on this page within 14 days of receiving your order. Do not forget to mention your IBAN, so we can process the refund correctly.

After receiving your return request, a Skylux employee will contact you to discuss the next steps and practical arrangements.

After registering your return, you still have 14 days to send the product back or return it.

If you would like to return the product yourself, you can do so at the following address:

Skylux NV
Venetiëlaan - Gate 17
8530 Stasegem

Yes, that is possible. If you choose to have the product collected by Skylux, transport costs of € 150 will be charged. This amount will be deducted from the refund.

The product must be returned complete, intact and with all accessories. Preferably, this should be done in the original, undamaged packaging.

If the product has been used more than necessary to assess it, a reduction in value may be charged.

We will refund the amount due within a maximum of 14 days after cancellation of the purchase agreement using the same payment method you originally used.

Are you returning the product yourself? Then you will receive the full amount back.
Are you having the product collected by Skylux? Then € 150 will be deducted for transport costs.

If your return causes your original order to fall below the free delivery threshold, shipping costs may still be charged.

Made-to-measure or personalized products cannot be returned.

This applies to products with the following classifications:

C05, C05P, C10, C10P, C15, C20, C25, C30, C40, C50, D and E

If in doubt, please contact us before placing your order or requesting your return. We will be happy to help you find the right solution for your construction or renovation project.

When submitting your complaint, please include the following information where possible:

• Your name and contact details
• A clear description of the problem
• Any order or invoice numbers
• Photos or documents that clarify the complaint

The more complete your request, the faster we can assess your complaint.

After receiving your complaint, we will send an acknowledgment of receipt within 2 working days.

In it, we will confirm that your complaint has been received, who is handling your complaint, and when you can expect a further response.

A responsible staff member will investigate your complaint carefully. If necessary, we will contact you for additional information, photos or clarification.

The investigation usually takes a maximum of 10 working days.

After the investigation, you will receive a written response with the outcome of our assessment. Where applicable, we will also propose a solution or further measure.

If you agree to the proposed solution, we will ensure it is carried out as smoothly as possible.

Are you not satisfied with the proposed solution? If so, you can escalate your complaint within Skylux.

To do so, please contact us again via info@skylux.be or by phone on +32 (0) 56 20 00 00. Please mention your previous correspondence and why you do not agree.

We will process your escalation within 5 working days and aim for a final solution within 10 working days after escalation.

As soon as a final solution has been agreed and implemented, you will receive confirmation that your complaint has been handled.

We may ask you afterwards to share your experience. This helps us continue improving our service.

If we cannot find a solution together, you can as a consumer contact Becom. Becom can mediate between the consumer and the seller when the complaint appears to be well-founded at first sight.

You can contact Becom via the complaint form on their website or in writing at:

Becom
Markiesstraat 1
1000 Brussels
info@becom.digital

Yes. For an out-of-court settlement of a consumer dispute, you can contact the Consumer Ombudsman Service of the Federal Government.

The Consumer Ombudsman Service can handle your request itself or forward it to a competent qualified entity.

In the event of disputes of a cross-border nature, you can also as a consumer use the European Union Online Dispute Resolution platform.

We believe it is important to handle every complaint correctly, transparently and with care. Your feedback helps us continue improving our products, service and communication.