Faq Sections
To place an order on Rebel Refine, choose the light fixture you want, select the available options such as colour, size or lighting type, then click “Add to cart”. In your cart, check the products, quantities and prices, and enter a promotional code if you have one before continuing to checkout.
Enter your personal details and delivery address, choose the available shipping method, then select your payment method. After accepting the terms of sale and confirming payment, your order is registered and you receive an order reference together with a confirmation email.
If you need to modify an order already placed on Rebel Refine, contact our customer service team as quickly as possible with your order number and the change you would like to make. If the order has not yet been prepared or sent for shipping, we will do our best to make the requested change.
Once the order has been prepared, forwarded to the supplier or shipped, some changes may no longer be possible, including changes to products, quantities, selected options or the delivery address. Our team will then advise you on the most suitable solution.
To request an order cancellation, contact Rebel Refine as soon as possible and provide your order number. If preparation or transfer to our logistics partner has not yet started, we will check whether the order can be cancelled before shipment.
If the order is already being prepared or has been shipped, immediate cancellation may no longer be possible. Where the legal conditions apply, you may then exercise your right of withdrawal after receiving the product by following the Rebel Refine return procedure.
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Delivery times may vary depending on the product, dispatch location, destination and carrier. The information available for your order is shown before confirmation so that you can review the conditions that apply to your purchase.
A preparation time or a statement that an item ships within a certain number of hours does not necessarily represent the total delivery time. After dispatch, transit depends on the carrier and the route to your delivery address.
Shipping costs depend on factors such as the products ordered, your delivery address and the available shipping method. The amount is calculated and displayed in your cart or during checkout before the order is finally confirmed.
If a free-shipping offer or promotional code is available, its terms of use are shown on the website or in the cart. Always check the final order total before completing payment.
Available delivery areas may depend on the product and the carriers offered. When you enter your address during checkout, the website checks the shipping options available for your country and destination.
If no shipping method appears for your address, a product or carrier may not be available for that area. Contact Rebel Refine with the product reference and destination country so that we can check the available options.
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Each product page shows the main light fixture specifications, including photos, description, options, price, dimensions where available and technical information provided for the model. Review the full product page before making your choice.
Some specifications may vary depending on the selected variant, such as colour, size, colour temperature or dispatch location. Always make sure the selected options meet your requirements before adding the product to your cart.
Available dimensions are shown on the product page or in the selectable options. Some light fixtures are available in several sizes, so check the selected variant carefully before ordering.
Before purchase, measure the intended installation area and allow for the space required for mounting, cable, suspension or any opening. If you are unsure about a measurement, contact us with the product reference before placing your order.
Available colours and finishes are shown on each product page. Depending on the model, several variants may be offered, so make sure you select the correct option before adding the item to your cart.
We do our best to present products accurately, but the display may vary slightly depending on screen brightness, settings and device type. A small difference in shade between a photograph and the actual product may therefore occur.
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Available payment methods are displayed during the final stage of checkout. Depending on the options offered by Rebel Refine, you may be able to pay by bank card through a secure payment provider or use PayPal when available.
The payment method actually offered may depend on your country, order or the payment service configuration. Select the option you want and follow the on-screen instructions to complete your purchase.
Online payments are completed using secure payment solutions offered during checkout. The information required to make the payment is entered in the environment provided by the relevant payment service.
For your security, never send your full card number, security code, password or banking codes by email or through the contact form. If you are unsure about a request you have received, contact Rebel Refine using the official details shown on the website.
A declined payment can have several causes, including incorrect card details, a bank limit, failed authentication, an expired card or a security check by your bank or payment provider.
Check the details entered and try again. If the problem continues, contact your bank or use another available payment method. Rebel Refine cannot remove a restriction applied directly by your banking institution.
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For purchases covered by the right of withdrawal, you generally have 14 days from receipt of the order to inform Rebel Refine of your decision to withdraw, without having to give a reason.
Legal exceptions may apply to certain products or situations. Before sending anything back, contact Rebel Refine to receive the correct return procedure and return address for the product concerned.
To request a return, first contact Rebel Refine with your name, order number and the product concerned. Briefly explain the reason for the request and include photographs if the item is damaged, defective or incorrect.
Wait for our instructions before shipping the product. We will provide the correct return address and the information needed so that your parcel can be properly identified and processed.
A returned product must be complete and properly protected and in a condition that allows it to be processed. Whenever possible, keep the accessories, parts, instructions and packaging needed to protect the product during return transit.
Handling beyond what is necessary to check the nature, characteristics or operation of the product may result in a reduction in value. Always follow the return instructions provided by Rebel Refine before shipping.
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A refund request must be linked to an identified order. Contact Rebel Refine with your order number and explain the reason for the request, such as withdrawal, an accepted return or an issue found with the product.
Depending on the situation, we may need to receive the returned product, proof of shipment or photographs before the case can be completed. Follow the instructions provided by customer service to avoid delays.
The refund processing time depends on the reason for the request and the progress of the return. Where permitted by applicable rules, Rebel Refine may wait until the product has been received or proof of shipment has been provided before issuing the refund.
After the refund is issued, your bank or payment provider may need additional time for the amount to appear in your account. This bank processing time is separate from Rebel Refine’s own processing.
Unless a particular situation or different agreement applies, a refund is generally issued using the same payment method that was used for the order. This returns the funds to the original account or payment service.
If the payment method is no longer usable or you experience a problem, contact Rebel Refine before sending any sensitive information. Our team will explain the available solution depending on the case and payment provider.
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If your light fixture arrives broken or damaged, promptly take photographs of the product, outer box, internal packaging and shipping label. Keep the packaging until the case has been reviewed.
Contact Rebel Refine with your order number and the photographs so that we can identify the issue and provide the next steps. Do not ship the product back before receiving our instructions.
If a product has an operating defect, stop using it if the issue could create a safety risk. Check the product instructions and make sure the connection, voltage and components required for operation are correct.
Then contact Rebel Refine with the order number, product reference, a description of the fault and, if possible, photographs or a short video showing the problem. These details help us assess the case.
If you receive a different product from the one ordered, do not carry out a permanent installation. Compare the reference, colour, size and options received with the information shown on your order confirmation.
Contact Rebel Refine with your order number and photographs of the product, packaging and label. We will review the order and provide the appropriate solution together with any return instructions.
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To create an account on Rebel Refine, open the sign-in area and choose the option to create a new account. Enter the requested information, including your identity, email address and password.
Use an email address you can access and choose a secure password. Once the account has been created, you can more easily find your personal information and the available details relating to your orders.
To sign in, open the account sign-in area and enter the email address and password linked to your Rebel Refine account. Check the email spelling and Caps Lock status if access fails.
If you have forgotten your password, use the password reset function rather than creating several accounts with different addresses. This helps you keep access to the history linked to your existing account.
If you have forgotten your password, use the link provided on the sign-in page and enter the email address linked to your account. A password reset message can then be sent to you.
Check your inbox as well as your spam or junk folder. For security, never send your password to customer service and choose a new password that is different from those used on other services.
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Business customers can contact Rebel Refine to introduce their company and lighting requirements. Depending on the project, our team may ask for company details, establishment type, desired product references and expected quantities.
To make communication easier, use a business email address and provide useful billing details. If a dedicated business account feature is not available on the website, our team can still handle your commercial enquiry through the contact form.
To request a personalised quote, contact Rebel Refine through the contact form and provide the lighting references, required quantities, project location and any timing constraints.
Add your company details and any useful information about the project. The more precise your request is, the easier it is for our team to prepare a commercial response suited to your requirements.
For a bulk order, contact Rebel Refine before completing the purchase when you need many units of the same product or several references for a project.
Provide the quantities, models, variants, delivery address and schedule. We can check the available commercial and logistics conditions and advise you on the feasibility of the request.
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To contact Rebel Refine, use the website contact form or the official contact details displayed in the store. For a question about an order, always include your order number to make the search easier.
Describe your request clearly and add any useful product references or photographs. For your security, never send sensitive banking information, passwords or authentication codes in your message.
To speed up an after-sales request, prepare your order number, product reference and a clear description of the problem. For a damaged, incomplete, incorrect or defective item, attach clear photographs and, where useful, a short video.
Keep the product and its packaging until you receive our instructions. Do not make further modifications or ship the product before you know the correct procedure and return address for your case.
You can send your request to Rebel Refine customer service using the contact form or the contact details shown on the website. Messages can be sent even outside processing periods.
Response time may vary depending on enquiry volume, weekends and public holidays. To avoid additional exchanges, include your order number and all useful information in your first message.
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