Service Policy

1. Customer service commitment

Cinelux is committed to clear communication from first enquiry through delivery and aftercare.

Technical support covers mount compatibility, torque specs, and RMA paperwork for production accounts.

This Service Policy explains how to reach us and what to expect. It does not replace your legal rights or our Returns Policy.

Engineering support covers mount compatibility, torque specs, shim requirements, and RMA paperwork for production accounts.

Email: info@cine-luxltd.com (include your order number in the subject line).

Telephone: +447782 196625 during business hours.

Post: Cinelux Ltd, Unit 13 Meriton Foundry, Meriton Street, Bristol, BS2 0SZ, United Kingdom.

We aim to acknowledge emails within one working day and resolve straightforward queries within three working days.

Complex cases (tolerance disputes, export documentation, bespoke machining quotes) may take longer; we will keep you updated.

Technical desk hours: Monday–Friday 08:30–17:00 GMT for compatibility and RMA questions.

Peak periods may extend response times slightly — thank you for your patience.

Use product pages, guides, and FAQs on our website for sizing, specifications, and care information.

Contact us if you are unsure — we prefer answering questions upfront to avoid returns.

For large deliveries, confirm access (doorways, stairs, lifts) so we can plan carriage correctly.

Keep your acceptance email and tracking details safe.

Report transit damage within 48 hours as described in our Shipping Policy.

Register warranties where product pages instruct you to do so.

Describe the issue with photos or video where helpful. Do not dispose of packaging until advised if a return is possible.

We may arrange parts, repair, collection, or replacement depending on the product and warranty terms.

If you need information in an alternative format, contact us and we will try to assist.

Tell us about access requirements for delivery or installation when ordering so we can plan safely.

We welcome feedback. Serious complaints are reviewed by a manager and logged for improvement.

Escalations: mark your email 'Complaint' and send to info@cine-luxltd.com.