Problem with your Luminette? Let’s solve it together

Follow the steps below to help us diagnose the problem and provide the best solution.

• 1

  Make sure the device is charged

  Before contacting us, please ensure that your Luminette battery is fully charged.
  
  Please also check that the charging cable and adapter are working properly. You can test the cable with another compatible device to confirm that it is functioning correctly.
  
  Many issues are simply caused by an empty battery or a faulty charging cable.

• 2

  Check if your device is still under warranty

  Your Luminette is covered by a 2 year warranty starting from the date of purchase.
  
  The warranty applies if the defect is related to normal use of the device.

• 3

  Describe the issue using the form below

  Please complete the form below to help us understand the problem.
  
  Depending on your answers, we may ask you to send a short video showing the issue. This helps us diagnose the problem quickly and avoid unnecessary returns.
  
  The form takes about 3 minutes to complete.

• 4

  Our team will review your request

  Once we receive your information, our support team will analyse the issue and contact you with the appropriate solution.
  
  If your product is confirmed defective and still under warranty, we will send you a replacement.

• 5

  If necessary, we may ask you to return the device

  If a return is required, we will provide the instructions to send your device to us.

  Return address

  SAV Brain E-Log
  Boulevard de la Technicité 1A
  7110 Houdeng-Goegnies
  Belgium

If your Luminette is no longer under warranty

If your device is more than 2 years old or the issue is not covered by the warranty, we can still help.

The repair service costs €35 including VAT, including return shipping.

If the device cannot be repaired, you will receive a discount on the purchase of a new Luminette.