When will my order arrive?
Any order placed a working day, before 5pm, is sent that same day through the transport company and will receive it in 24h-48h working depending on the destination.
When will my order be sent?
Orders placed before 5pm and whose payment is confirmed, are sent that same day.
In case of any doubt or problem, how can I solve it?
If you have any problem or doubt, you can contact us at [email protected] Monday through Friday from 9:00 a.m. to 2:00 p.m. and from 4:30 p.m. to 7:30 p.m.
Do you have a physical store?
Yes, we have a physical store, located at Calle Estorninos, Nº 3, Pinto (Madrid). Polygon El Cascajal
Is it safe to buy on FACTORLED.COM?
At FactorLED, we are extremely rigorous to guarantee the security of our clients' information. We do not store payment information on our website, since payments by credit card are made through the Bank's secure servers, therefore we only receive confirmation of payment. We never share your information with third parties.
How to pay for an order?
In FactorLED we offer you the possibility of making the payment by Credit Card or Bank Transfer, so you can choose the one that suits you best.
Is it safe to pay with a Credit Card?
The payment system by Visa / MasterCard credit card, is the most recommended payment method, since at the same time you make the payment, the bank warns us and confirms receipt of the same.
The payment is made in fully secure servers of the bank. In this way, the security and privacy of the transaction are guaranteed by the bank's powerful security systems. These have the latest technology to ensure that the payment is completely secure. It is important to know that when making the payment on the bank's servers and not on FactorLED, we can not see, nor do we have access to, your credit card information. Simply the bank informs us with a message if the transaction has been made successfully or not, and the amount thereof. Your privacy is guaranteed.
The bank's servers use SSL technology, so all the data you enter from your credit card will be encrypted (so that no one can intercept or interpret them, except the bank).
** Credit cards need to be cards with CES authentication. For more information, contact your bank. The easiest way to place your order, greater ease of payment and speed without any additional cost.
What period of time do I have to return a product?
From the moment you receive a product you have a period of 15 days to contact us if you want to return it. Returns are only accepted in which both the product and the original packaging are in perfect condition and have been processed following the guidelines indicated in the "Shipping and Returns" section.
If a product is defective it can be changed within the warranty period.
How can I proceed to cancel my order?
If your order has not yet been sent and you wish to cancel it, you must contact our Customer Service at 654 777 000; 91 805 67 67 from Monday to Friday from 9:00 a.m. to 2:00 p.m. and from 4:30 p.m. to 7:30 p.m., and we will proceed to cancel it.
I received an incomplete or erroneous order. What should I do?
If you receive your order and you are missing a product or it is not the product you requested, send us an email to [email protected], to correct the error as soon as possible.
Have I processed a refund who assumes the expenses?
If the return of a product is because it is not to your liking, to that you were wrong at the time of placing the order or that you do not know how to make it work, the shipping costs will be borne by you.
If the reason for the return is because the product presents some type of defect, whether visual or operational, the expenses will be assumed by FactorLED.
I need to process a refund, to expedite the process I can send it by courier?
No, because for greater control in the management of returns only those that are processed as indicated in the "Shipping and Returns" are accepted.
I received a product that was hit, damaged, ... How should I proceed?
Immediately and before 24 hours after receiving the package, you must contact the transport company that has served the merchandise and then inform our Service of "Shipping and Returns". If the package upon receipt presents visible marks of opening and / or deterioration, reject it and use the delivery receipt from the transport company to indicate by detailed handwritten mention, dated and signed, the anomalies observed. The package will be sent automatically to our After Sales Service.
What delivery time does my order have?