The most frequent sentence in our inbox

"Do I now have to scrap the whole lamp because of this small defect?" — no. And because this question comes up so often, here is the whole process, without small print.

Check first, then send in

A considerable share of the lamps that reach us are not defective at all: it is the power supply or a loose contact. You can establish both yourself in five minutes — the steps are in our article on troubleshooting. That saves you the shipping and us a diagnosis you can have faster.

What we need from you

Write to us before you pack anything. With this information we can usually decide immediately whether a spare part is enough:

• Full model designation from the type plate, including the MK suffix — a photo is enough
• What exactly happens: no light at all, flickering, individual segments dark, mechanics
• Proof of purchase or invoice number if it concerns a warranty case
• Photo of the affected part for mechanical damage

The three routes

Spare part

The fastest and most frequent route. Power supplies, lenses, clamps, cover rings and base rings are available individually. You receive the part and fit it yourself — with a power supply or a lens that takes no tools or a single screwdriver.

Repair with us

When the fault sits in the lamp head, for instance individual LED segments have failed. Then the lamp comes to us. We contact you with the findings before the repair — you decide whether it is worth it.

Replacement

In a warranty case that cannot sensibly be repaired.

Statutory warranty, guarantee, goodwill

The terms are often mixed up, and the difference matters in practice:

• Statutory warranty is the seller's legal liability for defects that were already present on handover. As a consumer within the EU you are entitled to it; it does not have to be granted separately. The binding wording is in our terms and conditions.
• Guarantee would be an additional, voluntary undertaking by the manufacturer or seller.
• Goodwill is what goes beyond that — and the reason why asking still pays off years later.

For commercial purchases, different periods may apply. If you ordered on account for a company, simply ask if in doubt.

Asking pays off outside any period too

A magnifying lamp is a device that lasts twenty years. That a clamp breaks or a power supply gives up has nothing to do with a defect on handover — it is wear. Even so: as long as the part exists, you can get it. How long that is, is set out in the article on spare part supply.

Bought through a marketplace? Then the process formally runs through the seller there. Ask us anyway — for a spare part we do not need a case number, only the model number.