Customer Service:
We provide assistance to every customer regarding all aspects related to the products on sale or the procedures and methods of online purchasing. For customers in Italy, our staff can be reached by phone at +39 3406038140 from Monday to Friday, from 09:30 AM to 3:30 PM. For the rest of the world, we kindly ask you to send us an email using this contact form.
Important: Our telephone customer service is not a Call Center. All requests or inquiries are handled by qualified and experienced staff. We receive a high number of daily requests, often of a technical nature that require detailed consultation. For this reason, it may happen that the line is busy; if so, we kindly ask for your patience and suggest calling back after a few minutes. Alternatively, you can send an email using the contact form on our website. We will respond to all inquiries as quickly as possible, depending on current workload.
Order update requests:
For order status inquiries, please contact us only after verifying that the expected delivery time, as indicated at the time of purchase, has actually passed.
The products:
We certify and guarantee that all components and accessories listed in our catalog are new, never used, and delivered in their original packaging. Products deemed more fragile will be shipped with additional internal or external packaging to preserve their integrity during transport. Most products are opened and inspected by our staff before shipment as part of our quality and integrity checks.
Regarding power supply voltage in countries other than Italy, we advise checking in advance. If the voltage differs, please contact us.
How to Order:
You can place an order in 4 simple ways:
1) Through the online shop (e-Commerce):
Once the desired products are selected, simply complete the guided order process through the virtual cart.
2) By Email:
Send an email to info@modylux.com with the subject "Order Confirmation."
3) By Phone:
Call us at +39 3406038140, available Monday to Friday from 09:30 AM to 3:30 PM.
4) Via WhatsApp:
Click here to order via the popular messaging app.
Each order received is not automatically accepted. Confirmation or refusal will be sent once the order is reviewed, including delivery time in case of acceptance or reasons in case of refusal. An order may be refused if the purchased products are subject to unexpected price changes, cannot be restocked, or in case of bad faith on the buyer's part.
How to pay for an order:
The accepted payment methods, which will be shown during the order process on our e-commerce, are the following:
1) By credit/debit card or PayPal account:
For credit or debit card payments, you can use PayPal, an independent, widely used, and highly secure system throughout the transaction process. PayPal allows payment with the most common credit cards, without requiring registration and with no additional cost. For more information: www.paypal.it
2) Pay in 3 interest-free installments with PayPal:
Buy now and pay later with PayPal. The amount is split into 3 interest-free installments charged directly to your credit card: the first immediately, the second after 30 days, and the third after 60 days. Easy, instant, and 100% secure. Valid for orders up to 2000 euros. Eligibility is subject to PayPal's approval.
3) Advance bank transfer:
This option can be selected during the online checkout process. Once the order is confirmed, our system will send an order confirmation email with all the necessary bank details. Shipping will occur once payment is received, which typically takes 2 to 4 business days.
Terms for resellers
Payment, shipping, and discount conditions are private and negotiated individually with each reseller.
Product availability:
Each product page clearly states whether the item is available or, if not in stock, the estimated number of business days needed to fulfill the order. Occasionally, one or more items marked as available may go out of stock due to simultaneous purchases by multiple customers or in-store sales. If this happens, we will promptly notify the customer and provide updated delivery times.
Due to the wide range of products we offer, it is not possible to keep every item in stock (this is why availability is indicated on each product page). However, we are fully committed to minimizing wait times, in line with production and restocking timelines imposed by our suppliers.
Occasionally, our suppliers may experience delivery delays. While this is beyond our control and cannot be predicted, we will immediately inform customers and offer them the option to cancel the order or wait longer.
Shipping:
We rely on industry-leading logistics partners for our shipments. Each package is checked before handoff and, if necessary, reinforced with additional internal or external packaging to ensure its integrity.
Dropshipping: for some orders, to speed up delivery, we may request direct shipping from our supplier. In such cases, the sender may differ from our company address.
We ship to many regions worldwide. During checkout, you can check delivery availability and shipping costs for your location. For special requests, please contact us for a personalized shipping quote.
Once shipped, delivery times are 24/48 business hours within Italy. For other countries, delivery time depends on the destination.
Shipping costs
Shipping is free within Italy for all orders of €150.00 or more (VAT included). Below this amount, a shipping fee will apply, calculated based on the weight and volume of each item. For all other destinations, shipping costs are calculated at checkout based on the total order weight/volume and delivery address.
For resellers, due to applied discounts, shipping fees are always charged regardless of the order amount.
Free shipping insurance:
We offer our customers free shipping insurance, covering any damage to goods caused during transport by the courier. No additional costs apply. No lengthy procedures required—just fill out the contact form to arrange pickup and replacement of the damaged item.
How to use the insurance:
Upon delivery, please carefully inspect the package in the courier’s presence. If the package appears damaged externally, this does not necessarily mean the contents are damaged. In any case, sign the delivery slip with the note "damaged package, accepted with reservation."
Then, inspect the contents within 2 days. If any damage is found, notify us immediately so we can arrange a replacement of the damaged item at no additional cost.
Replacement times depend on the availability of spare parts. In any case, replacements are processed within 2 to 30 business days. Our staff will keep you informed throughout the process.
Product warranty (2 years):
Any product purchased from our e-commerce www.modylux.com is covered by a 24-month warranty from the date of purchase, as required by law.
The warranty covers:
- Manufacturing defects (by the producer)
- Paint defects
- Malfunctions of mechanical or electrical parts
How to request a warranty replacement:
To request a warranty replacement, please use the contact form. We will promptly contact the customer to inform them of the replacement timeline, which typically ranges from 2 to 30 calendar days, depending on availability.
Right of Withdrawal:
Every private customer who purchases from our e-commerce has the unquestionable right to withdraw from the order in accordance with current legal regulations, within a maximum of 14 non-working days from the delivery date, without the need to specify a reason. In case of withdrawal, the customer has the right to request a refund of the amount paid, or (if preferred) request an exchange for a product of equal or higher value, paying any price difference. The direct return shipping costs will be borne by the customer.
Exclusions from the right of withdrawal: The right of withdrawal applies exclusively to private consumers, as defined by applicable law. It does not apply if the buyer is a VAT-registered business or professional making a purchase as a company. It also does not apply to customized products made to the customer's explicit specifications.
How to exercise the right of withdrawal:
To obtain a refund (or request a product exchange), the customer must notify us of their intention to withdraw within 14 non-working days from the delivery date, using the contact form. The returned products must then be shipped at the customer's expense to: Sistem Service SAS - Via Salvador Allende 22, 20077 - Melegnano (Milan, Italy). Please include a note inside the package with the order number, the name on the order, and a phone number.
Important: While not a mandatory condition for withdrawal, we kindly ask customers to return products in the same condition (as new) in which they were sent: unused, uninstalled, in the original packaging, and complete with all accessories originally included.
If the product(s) are returned used, damaged, or not in the expected condition, we reserve the right to withhold an amount corresponding to the decrease in value. The customer is responsible for any reduction in value resulting from handling the goods other than what is necessary to establish their nature and characteristics.
The customer is fully responsible for the integrity of goods during return shipping. We therefore strongly recommend insuring all return shipments.
Refund timing:
In the event of a refund request, the refund will be issued within 14 days from the date the returned goods are received at our warehouse. The refund applies to the cost of the item only, excluding shipping fees. Return shipping costs are always the responsibility of the customer exercising the right of withdrawal.