Refund policy

Returns

A return is possible within 30 days after receiving your order. If it has been more than 30 days since your purchase and your item is still covered under warranty, please contact us with the details of your issue.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Additional non-returnable items: 

• Gift cards 
• Items with a lead time of more than four (4) weeks
• Items with specialty or non-standard options, for example, but not limited to: colours, customised designs or features, use of non-standard LED diodes etc.

To complete your return, please send an e-mail to info@mracek.co with your order number, which products you would like to return and a brief description of why you are returning your item.  
In case your item is not manufactured by Mracek/Ark Licht, please do not send your purchase back to the original manufacture, for example, Tridonic.

There are certain situations where no or only partial refunds are granted (if applicable)

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
• Any item that is returned more than 30 days after delivery 

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
In case of approval, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund, please contact us at info@mracek.co. 

Sale items 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. This excludes bundles or packages which have price savings.

Exchanges 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@mracek.co and once approved by us, send your item to: Ark Licht UG, Gerbermühlstraße 25, 60594 Frankfurt am Main, Germany. 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

Shipping

You will be responsible for paying for your own shipping costs when returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it takes for your exchanged product to reach you may vary. 

If you are shipping an item over 100€, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.