Ordering & Delivery |
| Will an order consisting of multiple items be delivered in one go? |
| On average, an order with multiple items will be delivered as one parcel. However, it can happen that LightUpgrade.net is forced to send the items from a different location. In that case, you will receive multiple parcels. |
| What happens when my order doesn't fit in my mailbox? |
| When your order doesn't fit your mailbox, the courier will contact you. Should this fail, you are asked to contact the courier to make a delivery appointment. |
| Can I choose which day my order is delivered? |
| Unfortunately, this service can not be supported by us. |
| Can I have my order delivered to another address? |
| When you indicate this during your order process, then this is possible. If the order is already in the shipping process, then it is not possible any more to change the address. If you have ordered using the wrong address, you are required to contact our help desk as soon as possible. |
| Can I have an order delivered to a PO box address? |
| Yes, you can have an order delivered to a PO box address. |
| I have received the wrong item. What should I do? |
| After consulting the help desk, you can return the wrong item. Naturally, the return costs will be reimbursed by us completely. Naturally, you will be assisted in getting the right item as soon as possible. |
| I have a tracking code, but I can't find my order? |
| It usually takes a couple of hours before a tracking code is activated. If this hasn't happened, you can contact our help desk. |
| What is a tracking code? |
| Parcels are usually provided with a unique, traceable code. When your shipment has a tracking code, it will be added to the order history in your account after having been received by the postal service. You can then track the parcel during the shipment process. |
| How are small items delivered? |
| The postal service delivers small items in your mailbox. Usually, you don't have to be home for the delivery. |
| How are large items delivered? |
| Larger items cannot be delivered in your mailbox. The postal service will usually ring your doorbell to hand over the parcel. |
| Can an order be sent directly by the manufacturer? |
| When will my order be delivered? |
| On average, orders are delivered within a week of placing the order. |
| What happens when I'm not at home? |
| LightUpgrade.net makes an effort to always ship orders using letter-post. When an order is sent as a parcel, the delivery man will ring the doorbell. When you cannot be reached, you are asked to make a new delivery appointment. |
| When is my order final? |
| Your order is final when you click on 'order' after choosing the payment details. |
| How do I place an order? |
| Step 1: Select the item of your choice on the website and click the button 'Order now'. Step 2: Continue browsing the other items on the website if you want to order more. Step 3: In the menu, hit 'shopping cart' to view the items you have selected. You can use the button 'continue shopping' to go back to the website and if you need to, add extra items to your shopping cart. You can use the button 'order' to start the ordering process. Step 4: Fill out your details when this is your first time ordering from LightUpgrade.net. If you already are a customer you can log in with your personal account. After logging in, it is possible to modify and review your invoice data and delivery details. Step 5: Check the completed details and choose a payment method. Step 6: When everything is filled out and you agree with the general conditions, you can place the order using the button 'order'. Step 7: You will now arrive onto the transaction page of the payment system. When the payment is finished you will receive an email confirming your order. |
| Can I change an order once it's placed? |
| An order that has been placed can only be changed on that same day. When you want to change the order any later, it is possible that the order has already been shipped. In that case you can contact the help desk. They will help you. |
| Where can I review my order? |
| If you log in using 'My Account', you can review your entire order history there. |
| Is my item in stock? |
| The stock status is indicated for every item. But beware, in stock doesn't necessarily mean that it's in stock at a location near you. It is possible that an order takes a couple of days. For more information you can check the shipping . |
| What length of delivery time should I take into account? |
| On average, orders are delivered within a week of placing the order. In some cases it could take a little longer. |
| My order has been shipped, but I haven't received it yet, what happens now? |
| If you have received a tracking code, you can check where your parcel is by yourself. If you did not receive a tracking code, then this may not be available. In that case it is best to contact the help desk. They can provide you with more information. |
| I haven't received all the items in my order. How is this possible? |
| It may occur that not all items are shipped in one parcel. This depends on the supply per location. The remaining item will arrive within a couple of days. |
| Is my payment safe? |
| LightUpgrade.net works together with various large payment service providers. These organisations make use maintain of high safety standards in order to process your payment as securely as possible. |
| How much is the shipping cost? |
| At LightUpgrade.net you don't have to pay shipping costs. There is no minimum amount. |
| I have a discount code. How can I use this? |
| If you go to the following page, https://www.lightupgrade.net/redeem, you can use the discount code. After that, when you place items in your shopping cart, the discount will automatically be deducted. |
| I have a coupon card. How can I redeem this? |
| If you go to the following page, https://www.lightupgrade.net/redeem, you can redeem the discount code on your coupon card. After that, when you place items in your shopping cart, the discount will automatically be deducted. |
| Can I redeem the coupon card at other shops as well? |
| Yes, you can redeem the coupon card at the web shops of BatteryUpgrade, Dustdeal and LightUpgrade. |
Payment |
| Which payment methods are available? |
| LightUpgrade.net offers various payment methods. You can see which options are available for you in the checkout process and on the following page: https://www.lightupgrade.net/payment.php |
| Can I pay by cheque? |
| Unfortunately, it is not possible to pay by cheque. |
| Is my payment safe? |
| LightUpgrade.net works together with various large payment service providers. These organisations make use of maintain high safety standards in order to process your payment as securely as possible. LightUpgrade.net never saves sensitive payment details such as credit card numbers or pin codes. |
| How do I pay with a credit card? |
| When you own a credit card from Visa, American Express or Mastercard, you can pay your order immediately via Adyen's secure payment environment. Tip: Banks and credit card providers are very strict and you must use the exact name (including title) on the card, 100% accurately. Please check the expiration date (month and year) and the CVV2 number. Of course, the card number itself is also crucial. Are you experiencing payment issues, sometimes with unclear or no error messages? Then follow these tips or ask the help desk for help. Sometimes customers experience issues, because their card has not been activated yet, or has been blocked. In those cases, it is useful to contact your bank or credit card provider for help. |
| How do I pay with PayPal? |
| PayPal is an online payment method which can be used in almost every country in the world. PayPal has several payment methods that you can link to your PayPal account, such as credit cards or bank accounts. |
| How do I pay with iDeal? |
| iDeal is the system a number of cooperating Dutch banks use, which offers you the possibility to make online payments. Do you possess an online bank account with one of the following banks: SNSRegiobank, SNS Bank, ING Bank, ABN AMRO Bank, Rabobank, Triodos Bank, ASN Bank, Van Lanschot Bankiers or Knab? Then you can use your personal data of these banks to pay through their iDeal system. The payment will immediately arrive at LightUpgrade.net. |
| How do I pay using a bank transfer? |
| Yes, this is possible, for more information on bank transfers, go to the payment page. |
| Where can I find your financial data? |
| You can find the financial data on the contact page |
| Will I receive an invoice? |
| You can download your invoice after shipment in your customer account. |
| When will I get reimbursed after returning an item? |
| We will return your money within 14 days upon receiving the returned article. This is conform the web shop laws in Europe. |
| When will I get reimbursed after cancelling an order? |
| After cancelling your order, you will receive your money back as soon as possible. After cancelling, it can take a maximum of 14 days. |
| I received a payment reminder. What happens now? |
| If you don't pay the order right away, you can be reminded to pay the order a couple of times. If you don't respond, the order will eventually be cancelled (by LightUpgrade.net). |
| I still have shopping credit on my balance sheet. How can I use this? |
| When you have money on your balance sheet, this will be used during the payment process of an order. The amount that is on your balance sheet will be deducted from the amount to be paid. |
| I have received a coupon card. How can I redeem this? |
| If you go to the following page, https://www.lightupgrade.net/redeem, you can redeem the discount code on your coupon card. After that, when you place items in your shopping cart, the discount will automatically be deducted. |
| The payment with my credit card doesn't work and keeps getting interrupted? |
| In this case, you are probably using a Verified by Visa or Mastercard SecureCode card. These cards require an external page be loaded from Visa or Mastercard. It can happen that this page is blocked by your firewall or pop-up blocker. You can turn this off in your browser. If you have any more questions about this, please contact us. |
| When paying per credit card, a window appears asking me for additional information, such as birth date. What is this? |
| This is a security code activation from your credit card provider. Depending on your provider, this is called Verified by VISA or MasterCard SecureCode. You can either activate the code, or skip the activation by clicking on 'don't activate'. |
| What do I do when I get an error message? |
| When you get an error message during the payment procedure, always check whether you filled out all the details correctly first. If it still doesn't work, then contact our help desk through email. Mention the exact information that prompted the error message. Preferably accompanied by a screen shot. |
Warranty & Returns |
| LightUpgrade.net always offers the manufacturer's warranty. The minimum warranty on all items is 12 months. |
| How can I make use of the warranty plan? |
| A warranty plan can be requested through the help desk. It is best to send the help desk an email. You can find the email address under contact page. |
| Who pays for the shipment cost of a warranty? |
| LightUpgrade.net is responsible for the shipment costs when you make use of the warranty plan. |
| What is the trial period? |
| When you buy an item on internet, you have the right to a trial period. The trial period is an amount of time within you can think and decide on whether the item meets your wishes. If the item does not suffice, you can return it without stating the reasons. This is also known as the right of withdrawal or revocation right. The trial period is 30 days upon receiving the item. The trial period, however, is not a testing period of the item. If you use the item so that it can't be sold again, the trial period is void. |
| The trial period is 30 days upon receiving the item. |
| Do I get a warranty certificate? |
| The invoice of your order is also the warranty certificate of your item. If you want to make use of the warranty, you will need a copy of the invoice. You can find your invoice in 'My account'. |
| How can I return an item? |
| Please contact the help desk. The help desk will give you the right instructions, so you can return the item. |
| Within the trial period (30 days upon receiving the item) you can return the item for free, without stating the reasons. |
| Is returning free? |
| LightUpgrade.net does not charge extra when you return an item. Sending the item back to LightUpgrade.net however, is at your own expense. When you have requested a refund, LightUpgrade.net will return the whole amount, so including any paid shipping costs. |
| How quickly after returning does my money get deposited back into my account? |
| Within 30 days the purchase amount will be deposited back into your account. |
| Is it possible to only return one item in my order? |
| You can return one or more items. It does not necessarily need to be the whole order. |
Navigation |
| In which various ways can I find an item? |
| There are several ways for you to find an item on the website. You can navigate with your device name. You can use this in two ways: by using the 'search bar' and by using 'choose your device'. Next, the website will ask you for the device type, brand and model. If you don't know what this is, you can usually find this information on a sticker on your device. Another way of searching is by using the original item you wish to replace. Each item has one or more codes that are indicated by the manufacturer (visible on the item). You can search for this code, or 'part number', by using the search bar. |
| How can I use the search bar? |
| You can search for a device (brand and model combination) or by using a part number. A part number is a unique code that is indicated on the item you wish to replace. |
Account |
| What should I do if I forgot my password? |
| When you are trying to log in on My account and you don't know your password any more, you can request a temporary password by using the link listed beneath the log in fields. |
| Will my password be emailed? |
| When you place an order for the first time, you will receive an automatically generated password through email. LightUpgrade.net advises you to change this password immediately to a password of your choice. |
| How do I create an account? |
| When you fill out all your details during the ordering process, an account will be created for you automatically. |
| How does LightUpgrade.net safeguard my privacy? |
| Client information is not shared with third parties. One exception to this is information that is shared with a payment service provider, with the goal of facilitating an online payment. Client information is always sent through a secured SSL connection. |
| How can I view my orders? |
| Through customer account you can log in to your own account environment. After logging in, you will immediately see all your orders. |
| How can I view my invoices? |
| Through customer accountyour client account you can log in to your own account environment. After logging in, you will immediately see all your orders. When you click on the icon under 'Bill', you will open the matching invoice. |
| How can I change my account information? |
| When you log in through customer account you can use the 'Change' button to adjust your personal information. |
| How can I change my password? |
| When you log in through customer account you can use the 'Change' button to adjust your password. |
| I have spotted a mistake on your website. Where can I report this? |
| LightUpgrade.net always handles the provision of information with great care. However, it can happen that you still spot a mistake on the website. LightUpgrade.net likes to improve its service, that is why you can always provide comments or feedback through the contact page. |
Business |
| When am I eligible for a business account? |
| When you possess a VAT number and order for more than €350, you can order by using the business page. For more information on the advantages of a business account, we refer you to our business page. |
| You can send a email to the email address business@LightUpgrade.net to request an account. The business account manager will contact you as soon as possible. |
| What is the advantage of a business account? |
| All our business clients enjoy excellent and personal service from the business employees. In addition, you will receive quality items for competitive prices. |
| What service will I receive as a business client? |
| As business client, you are very important to us. You will enjoy a personal help desk, that will answer your questions swiftly and accurately. Additionally, you will receive a competitive offer for each order, precisely catered to your situation. |
| When it's your first time contacting the business department, it is best to use the following email address: business@LightUpgrade.net. |
| I would like to request a quote. How do I do this? |
| You can send the request for a quote to the email address: business@LightUpgrade.net. The business account manager will present you with a quote as soon as possible. |
| You can email your order to business@LightUpgrade.net. The business employees will then place the order for you. |
| How can I pay my business order? |
| LightUpgrade.net offers various payment methods. You can see which options are available for you in the checkout process and on the following page: https://www.lightupgrade.net/payment.php. |
Information |
| Who are you? |
| LightUpgrade.net is part of the BraunOni B.V. company. LightUpgrade.net is registered with the Dutch Chamber of Commerce under the number 08129450. If you have any questions you didn't find an answer to on this page, you can contact us via the contact page. |
| Can I also reach you by phone? |
| Another way of keeping our prices low, is by optimising our business processes. In stead of having staff available 24/7 for answering the phone for our global client base, LightUpgrade.net offers high quality service through our email help desk. This way, LightUpgrade.net can usually answer you within 24 hours. This cuts down on costs, which ensures the price of your items will be lower. |
