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Frequently asked questions

General

What to do with complaints?

It's annoying for you when you experience problems with our products or delivery. Nevertheless we have to ask you to bring your complaint under the attention of our customer service. This can be done by email, by phone or by regular mail. Our customer service will try to find a solution in our mutual interest.

It is our intention to reply to your complain within two working days with a solution. Should we need more time a notification will be sent to you in time.

If you are not satisfied about the way we handled your complaint you can sent in a claim to the following Dutch organisation: Geschillencommissie Thuiswinkel, Postbus 90600, 2509 LP te Den Haag (www.sgc.nl). At the same time you can sent the claim to the European ODR Platform (http://ec.europa.eu/consumers/odr/).

Are you charging any taxes on top of the prices on the webshop?

We have a clear price policy. Eventual taxes (apart from eventual import taxes in you country) are included in our prices. Prices are also including VAT. We can deliver without VAT to companies in Europe (belonging to EU) if we have a VAT number. To countries outside the EU and outside Europe we can deliver without VAT without having a VAT number. Apart from shipping costs no extra (hidden) costs wil be charged.

Do you take back old equipment or tanning lamps?

Our carriers unfortunately do not take back old equipment or lamps. Please check the local posibilities to hand in these products.

 

Ordering

Can I order by phone?

Yes you can! If you for whatever reason prefer to order by phone instead of direct through the website you can do that. Handling might take little longer since we have to process the order and payment will not be done as quick as an order through the webshop. You can find our contact data under: customer service.

How does the online order process work?
  • On every product page you can add products to your digital shopping cart by pushing the button “Add to Cart”.
  • Automatically after that you will enter the shopping cart page with all products you ordered. You can continue shopping or to confirm the order push the “Proceed to Checkout” button.
  • Step 1: Checkout Method - choose whether you want to check out with an account or without or if you already have an account login with that account.
  • Step 2: Billing Information - please enter your invoice and email address.
  • Step 3: Shipping Information – if delivery address is different from the invoice address you can enter the delivery address here. Choose the option “Ship to different address” and a new page will open where you can add your delivery address. Push button “Continue” to continue.
  • Step 4: Shipping Method – make a choice out of the available shipping methods for your order and push button “Continue” to continue.
  • Step 5: Payment Information – choose the way you want to pay and push button “Continue” to continue.
  • Step 6: Order Review – Accept our “General Terms and Conditions” by clicking on the open square at “accept our general conditions”
  • Checkout: Push the “Place Order” button and after that immediately the screen will pop up that order has been received.
Can I order without paying VAT ?

We can deliver without VAT to companies in Europe (belonging to EU) if we have a VAT number. To countries outside the EU and outside Europe we can deliver without VAT without having a VAT number. For deliveries without VAT in the EU we can make a B2B acount for you. We therefore need your company data and VAT number BEFORE you make the order. For non EU countries and all countries outside Europe you can order without VAT.

Once you ordered with VAT we cannot make a correction afterwards.

 

Warranty

Do I get any warranty on my ordered items?

    On all products you buy from us you have the legal warranty. This means that a product should do what you in a reasonable way can expect from it. If you receive a product and you think it does not perform as it should please sent your complaint to our customer service as soon as possible preferably through email. So we can take care of it and propose a solution.

    On certain products there is an additional factory warranty. This warranty is extra on top of the legal warranty and is been given by importer or manufacturer. They can offer warranty under their own conditions which you will find on the product page of the product concerned.

    Incase of non-functioning or physical broken lamps we kindly request you to follow the procedures below in order to guarantee an efficient handling of the problem.

What should I do incase the delivery is damaged?

    In case you can see any damage on the outside of the package or incase of tanning lamps you can hear there is broken glass in the package please act as follows:

    • Ask the driver to make a note before you sign for receipt.
    • Make the remark that the package was damaged on delivery.
    • Contact us so that we can arrange a new shipment as soon as possible.

    If you find out later that the shipments has been damaged because there was no damage on the outside or you did not see the damage, please contact us as soon as possible. Claim should preferably be sent by email. Please give us following information:

    • Your order number (see order confirmation or packing list)
    • Name of the damaged products (see order confirmation or packing list)
    • Number of damaged items
    • Picture of the damaged items taken in the opened box.
    • Picture of the outside damaged master carton (if any)

    We will take care of you complain as soon as we can. Related to our transport insurance we cannot take care of you complain without any pictures.

What should I do if a lamp is not working without being physically broken?

It's annoying when a lamp does not light up. To find out the cause please take following actions:

  • Try the lamp on another position where another lamp works well. If the lamp which did not light up initially works well in another place it's clear that the lamp is oke. If this is the case try another starter on the spot where the lamp did not work initially and put the lamp back in its old place as well. If the lamp lights up it was a broken starter. If not it's not the lamp neither the starters and something must be wrong with the sunbed or canopy. Could be wiring or ballast.
  • If it's a broken starter please send us an email with your order number and the product number or name of the starter and we will sent you a new one.
  • In case the lamp is defective choose depending on the situation the corresponding instructions below:

Lamp does not work immediately after delivery
If the lamp after following the procedure above proves to be broken please send us an email with the following data:

  • a picture with all lamps visible in the canopy or sunbed which is in operation so we can see that one lamp is not working (not lighting up). The logo’s on the lamps should be visible as well.
  • the production code (or a picture of the production code is even better). On the image below you can see where to find this code:
    Zonnebanklamp productiecode
  • your order number and /or name and address.

We will look at your email as soon as possible and we may contact you for further information. If the lamp proves to be broken we will sent you a new one without additional costs. The old lamp does not have to be returned.

Lamp does not work within the warrantee period
If the lamp after following the procedure above proves to be broken please send us an email with the following data:

  • a picture with all lamps visible in the canopy or sunbed which is in operation so we can see that one lamp is not working (not lighting up). The logo’s on the lamps should be visible as well.
  • the production code (or a picture of the production code is even better). On the image below you can see where to find this code:
    Zonnebanklamp productiecode
  • your order number and /or name and address.

We will look at your email as soon as possible and we may contact you for further information. If the lamp proves to be broken and it's still under warrantee we will sent you a new one without additional costs. The old lamp does not have to be returned.

 

Sunbed tubes

I have white stripes on my back over the whole length. How come and what to do about it?

The stripes on the body are caused by the fact that the acrylic plate on the bench has some supports to keep it in position. On the spots where these supports touch the acrylic plate light can not get through. This is something which is normal and cannot be avoided. How faster the tan the stronger the effect. This only happens when you are always in exactly the same position on the bench which is not very likely to happen but it's possible.

Recommendation is to change your position a little during the tanning sessions so do not lay down always in exactly the same position.

Which lamp should I choose as a replacement for the Philips Cleo Effect 90 Watt 176cm?

This lamp is often used in older appliances especially from the brands Palm Beach and Eurosolar. These lamps are thinner than the regular 100W lamps namely 26mm while the 100W lamps are 38mm. In some sunbeds this was done to be able to put more lamps and thus more power in the canopy or sunbed.

Philips does not manufacture UV lamps anymore and the only alternative is the Cosmedico Cosmolux Slimline 90/92 W.

Which lamp should I choose as a replacement for the Philips Cleo Effect 70W 150cm?

Incase you have a sunbed or canopy with an HPA facial tanner and Philips Cleo Effect 90W you will also have some 150cm Philips Cleo Effect of 70W. Since these lamps are no longer produced the only alternative are the 80 Watt lamps of 150 cm . You have to check whether you have enough space between the lamps before you switch from 90W to 100W. You need at least 1,5 cm in between the lamps which is mostly the case. There is no problem with the Wattage change from 70 to 80W. Lamps will function just fine.

Can I replace the Philips Cleo Effect 90W (or the Cosmedico Cosmolux Slimline 90/92W) 176cm lamps for 100W 176cm lamps?

Yes you can. Also here you need to check the space between the lamps. Same as above you need 1,5cm between the 90W to be able to use the 100W lamps. So if you have a sunbed or canopy with 90W and 70W lamps you can change completely tot he thicker lamps of 100W and 80W. Looks better and the higher wattage will not cause any trouble.

What is a reflector lamp?

A reflector tanning lamp has a built in reflector. You need this lamp in all sunbeds and canopies without a reflection screen behind the lamps ( Steel, Aluminium (mirror) or even Aluminium foil). They can however be used in any canopy or sunbed so also the ones with a reflection screen behind the lamps. In general reflector lamps have a higher output than non reflector lamps.

If you look closely you will see a line going over the whole length of the lamp. One side is a bit milky which is the reflector side. The other half is where the light comes out. Consequently it is extremely important to put the lamps in the right position. Easy way to do and to remember is that the logo should always be on the front side so clearly visible. If this is not the case the reflector side will be on the front and no light will come through.

 

Collagen lamps

Can I replace the tanning lamps in my canopy or sunbed for collagen lamps?

Yes you can as long as the length and the wattage are the same. In almost all cases you will have 176 cm 100W or little bit less often the 190 cm 100/120W lamps. You can replace those without any problem for the corresponding collagen lamps on our website.

Can I replace the 90W tanning lamps (Philips or Cosmedico) in my Palm Beach (or any other brand) for collagen lamps?

Basically you can. But keep in mind that the 90W lamps are only 26mm and the normal 100W lamps so also the collagen lamps are 38mm thick. You need 1,5cm space between your 90W lamps to be able to change to 100W collagen lamps.

 

Assembly/ replacing

How to replace the HPA lamps in a Philips/Hapro Sunmobile?
  • Remove the filter glass which is before the lamps (most of the time just fixed with a couple of screws).
  • Remove the old lamps by pushing them to one side and take them out on the other side.
  • Place the new lamps by pushing them into one side and then insert the other side. Not with bare hands but with a piece of paper or something like that so that the lamps stay clean.
  • In case the lamp got greasy use a towel (most of the times supplied with the lamp) to clean the lamp.
  • Important: mobefore turning on the product after replacing the lamps always put back the glass. Its a filter and you cannot use the lamps without the filter. In most cases the lamps will not ignite if the glass is not in place because of a safety switch.
How do I replace the HPA lamps in a Philips/ Hapro Innergize?

Most of the people do this themselves. It is however not the easiest product to change lamps. If you take your time and follow the instructions it's no problem. Please download the Instruction manual Hapro-Philips Innergize replacing lamps with pictures. These instructions can be used for all Innergize models.

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