BRUCK FAQ
Service for customers
1. Can I purchase a luminaire directly from BRUCK as a private customer?
Sales are handled through selected lighting retailers and electrical installers.
Under https://bruck.de/en/dealer you will find a qualified lighting retailer with a BRUCK display or an electrical installer in your area.
2. How do I proceed in case of a complaint (Germany)?
If you have received a damaged, defective, or incorrect item, we sincerely apologize. For processing a complaint within Germany, please contact our customer service at +49 (0)2323/5910 or send an email to sales@bruck.de.
For fast complaint processing, customer service requires the following information:
- Receipt data (date and order number, delivery note number, invoice number)
- Product name and item number
- Detailed description of the issue (photos if applicable)
- If you are an end customer and purchased your item through a lighting retailer or an electrical installer, please provide the name of the source.
Important note regarding BRUCK luminaires with glass shades:
High-quality glass products are always mouth-blown, meaning they are handmade. Small deviations in dimensions, glass thickness, metal leaf coating, or occasional air bubbles are not defects but signs of craftsmanship and make your luminaire a unique piece.
If you have purchased a BRUCK luminaire with a glass shade and notice irregularities, please read the information on BRUCK’s special handmade glass quality: Glass information
3. How do I proceed in case of a complaint (all countries except Germany)?
If you have received a damaged, defective, or incorrect item, we sincerely apologize. For complaint processing outside Germany, please contact the exclusive BRUCK partner listed for your country or send an email to sales@bruck.de.
For fast complaint processing, customer service requires the following information:
- Receipt data (date and order number, delivery note number, invoice number)
- Product name and item number
- Detailed description of the issue (photos if applicable)
- If you are an end customer and purchased your item through a lighting retailer or an electrical installer, please provide the name of the source.
Important note regarding BRUCK luminaires with glass shades:
High-quality glass products are always mouth-blown, meaning they are handmade. Small deviations in dimensions, glass thickness, metal leaf coating, or occasional air bubbles are not defects but signs of craftsmanship and make your luminaire a unique piece.
If you have purchased a BRUCK luminaire with a glass shade and notice irregularities, please read the information on BRUCK’s special handmade glass quality: Glass information
4. What should I do if I need a spare part or replacement glass?
Please contact our customer service at +49 (0)2323/5910 or write an email to sales@bruck.de.
For quick identification of the required spare part, customer service needs the following information:
- Exact product name and/or item number of the product that requires a spare part
- For older products, photos are helpful
5. Warranty and guarantee – what are the differences?
Information to follow
6. What is the warranty period for BRUCK luminaires?
Information to follow