- To request a repair, please complete our online form.
- You can find further information on the service procedure in the form area.
FAQ
Answering all the questions together!
In this section, we have compiled the most frequently asked questions and answers relating to repairs and complaints. Whether you need information about the warranty, repair processes or returns - you will find quick and helpful answers to your questions here.
In General
How do I request a repair?
What information do I need for the repair enquiry?
- Your personal contact details (name, company/school/institute, e-mail address/telephone number)
- The corresponding product data (article no., error description, delivery date if applicable)
- You can find further information on the return of goods and the repair process in the form area
What services are included in the repair service?
- Professional repair with original spare parts
- Intensive cleaning
- Electrical safety testing in accordance with national and international standards
- Final test run for flawless performance
- Reliable device transport
What happens if my item cannot be repaired?
- If a repair is not possible or not economically viable, we will contact you to discuss possible alternatives.
Is there a way to dispose of old devices?
- To ensure a sustainable future, our take-back and recycling service guarantees the professional and environmentally friendly disposal and recycling of equipment that is no longer required.
Can I get a replacement product during the repair period?
- Please understand that due to the large number of devices, we currently do not offer replacement devices for the duration of the repair. However, our team is always working to make the repair processes as efficient as possible in order to minimise the waiting time for you.
Who can I contact if I have further questions?
- You can find the contact details of your specialist advisor here.
- If you have any technical questions, please contact our technical service department by e-mail at service@lucas-nuelle.com.
Can I order replacement parts for my product?
- Yes, we offer spare parts for many of our products. Please contact our customer service to check availability and place an order.
What costs will I incur if I reject the quotation?
- If the cost estimate is rejected, costs will be incurred for the return shipment. We also reserve the right to charge for the inspection and labour costs incurred.
- Note: Please note that any repairs should only be sent in using the form for our repair service.
Guarantee/Warranty
Do I still have a guarantee/warranty?
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The statutory warranty period is 2 years. If your device is no longer covered by the warranty, you still have the option of having it repaired by our repair service.
Can I open the device and try to repair it myself?
- If your device is still within the warranty period, you may lose all warranty claims if you open devices or carry out repairs yourself.
Packaging and shipping
What options do I have for returning the items for repair?
If you have already received a corresponding RMA consignment note from us, you have the following options:
- You send or bring the repair item to our factory
Postal address for incoming goods:
Lucas-Nülle GmbH
Repair department
Dieselstraße 1
50170 Kerpen
Opening hours:
Monday to Friday 7:00 to 16:00
- You order a collection at your location
Please note: To ensure a smooth process, it is necessary to enclose the RMA return note provided by us with all returned goods.
How long will it take to process my repair enquiry?
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Once we have received your repair enquiry via the online form, you will receive feedback on how to proceed within two working days.
Costs
How much will the repair cost?
- Repairs under the statutory warranty are of course free of charge.
- If the repair is not covered by the statutory warranty, you will receive a cost estimate on request, which you can accept or reject.
What costs will I incur if I reject the quotation?
- If the cost estimate is rejected, costs will be incurred for the return shipment. We also reserve the right to charge for the inspection and labour costs incurred.
- Note: Please note that any repairs should only be sent in using the form for our repair service.