Service for customers
1. Is it possible for me as the final consumer to directly obtain a luminaire from BRUCK?1. Is it possible for me as the final consumer to directly obtain a luminaire from BRUCK?
The products are distributed through selected specialised luminaire retailers and electrician.
You can find a competent specialised luminaire retailer presenting BRUCK products or an electrician in your vicinity at https://www.bruck.de/luminaire-retailer.
2. How do I proceed in the case of a complaint (Germany)?
If you received a damaged or defective item or an item that does not match your order, we would like to apologise for this. For the handling of any complaint in Germany, please contact our customer service on 02323/5910 or send us an email to sales@bruck.de.
For a quick handling of your complaint, the customer service needs the following pieces of information:
- Receipt data (date and order number, delivery note number, invoice number)
- Item designation and item number
- A detailed description of the problem (accompanied by photographs, if applicable)
- If you are a final consumer who purchased the item in question from a specialist luminaire retailer or an electrician, we need the name of the source of supply.
Important note on BRUCK luminaires with glass shades:
High-quality glass products are always hand-blown, this means that they are made by hand. Small deviations with respect to the dimensions, the glass thickness, the metal leaf or occasionally visible air bubbles thus do not constitute a defect but rather are a sign of quality craftsmanship that make your luminaire an unmistakable and unique piece.
If you bought a BRUCK luminaire equipped with a glass shade and if you determine any irregularities on this luminaire, please refer to the information on the special, hand-made glass quality by BRUCK: supplement sheet on glass.
3. How do I proceed in the case of a complaint (all countries except for Germany)?
If you received a damaged or defective item or an item that does not match your order, we would like to apologise for this. For the handling of any complaint, please contact the respective exclusive BRUCK partner in your country specified at https://bruck.de/en/dealer or send an email to sales@bruck.de.
For a quick handling of your complaint, the customer service needs the following pieces of information:
- Receipt data (date and order number, delivery note number, invoice number)
- Item designation and item number
- A detailed description of the problem (accompanied by photographs, if applicable)
- If you are a final consumer who purchased the item in question from a specialist luminaire retailer or an electrician, we need the name of the source of supply.
Important note on BRUCK luminaires with glass shades:
High-quality glass products are always hand-blown, this means that they are made by hand. Small deviations with respect to the dimensions, the glass thickness, the metal leaf or occasionally visible air bubbles thus do not constitute a defect but rather are a sign of quality craftsmanship that make your luminaire an unmistakable and unique piece.
If you bought a BRUCK luminaire equipped with a glass shade and if you determine any irregularities on this luminaire, please refer to the information on the special, hand-made glass quality by BRUCK: supplement sheet on glass.
4. How do I proceed if I need a replacement part or a replacement glass?
For questions regarding replacement parts, please contact our customer service on +49 2323/5910 or send us an email to sales@bruck.de.
To quickly identify the required replacement part the customer servicea requires the following pieces of information:
- Exact item designation and/or item number for which a replacement part is required
- As far as it concerns older items photographs are advantageous
5. Warranty and guarantee – what are the differences?
Information to follow
6. How long is the warranty period for BRUCK luminaires?
Information to follow