Frequently asked questions

Your Kimex account is the essential link between you and Kimex. The information in your account is confidential and secure. All our contacts and exchanges will be based on this information, so it is essential that you keep your details up to date on your account. You need to create a Kimex account to place an order. From your account, you can access your secure, personalised pages online to :

• Consult your purchase prices and stocks directly from the site
• Place your orders and track your orders from the ‘My shipments’ tab
• Modify your personal details in the ‘My account details’ section
• Retrieve your quotes and place orders in the ‘My quotes’ section
• Pay your invoices from the ‘My invoices’ tab
• Manage your list of favourites in the ‘My lists’ section
• Subscribe to free Kimex newsletters in the ‘Newsletter subscription’ section.

From the home page of our site:

• Click on the icon at the top right to create an account.
• In the box that appears, click on the ‘Login’ button.
• Next page > Not a customer yet? Click on the ‘ Consumer’ button, enter your e-mail address and click on the ‘Register’ button.
• Fill in the required fields and click on ‘Submit’.

From the home page of our site:

• Click on the icon at the top right to create an account.
• In the box that appears, click on the ‘Login’ button.
• Next page > Not a customer yet? Click on the ‘Professional’ button, enter your e-mail address and click on the ‘Register’ button.
• Fill in the required fields, including the Registration number and the intra-Community VAT number, then click on ‘Submit’.

Our sales team will then contact you within the day to find out about your business and the products you are looking for, and to validate your business account.

​​​​Your email address represents your Kimex account. It is very important as it enables you to log in to your account and receive all the necessary communication from KIMEX: order confirmation, receipt of payment, despatch no. and invoice, miscellaneous information, newsletter.
To ensure that you receive your order tracking emails, please double check that your email address is correct when creating your account.​​​​

​​​​KIMEX offers you a discount that may vary depending on the range of products if you are a professional who is likely to order frequently, such as those working in the following sectors: distribution and installation of audiovisual equipment, events, production, venue layout, shopping centres, electricals, estate agencies, hotels. In this way KIMEX hopes to establish a lasting and beneficial business relationship with the professionals who place their trust in the company. Furthermore, this discount may be reassessed at the start of each year depending on the turnover from the previous year.​​​​

​​​​Yes, you can register several delivery addresses to choose from when placing an order.​​​​

Yes, we can activate a sub-account for each person in a company, with their own email address and password. Each sub-account can be given access to the information in the main account and rights can be set.
Please contact the sales department on +33 (0)5 57 95 95 53 or email commercial@kimex.fr.

​​​​You can open an account on our website in the same way as a French company. In this case, please provide an EU VAT number if you have one so that you don't have to pay the VAT applicable in France.​​​​

​​​​Kimex undertakes to protect all of their customers' personal data. Data is only gathered with the aim of delivering products to you and sending you tailored offers.
Pursuant to the French law on data processing, data files and individual liberties of 6 January 1978, you have the right to access, rectify or oppose data which concerns you at any time. You can exercise this right by writing to contact@kimex.fr.
If you are a minor, we recommend that you get permission from your parents before providing information or an email address.​​​​​​​​

You can retrieve your password very easily and in just a few moments:

• Click on the "Login" button at the top right of the home page.
• On the next page, click on "Forgot password", enter your e-mail address and click on "Submit".
• You will receive an automatic e-mail with a link to create a new password.

​​​​Yes, you can request that your account be deleted at any time by sending an email to contact@kimex.fr.​​​​

You can consult technical information about our products on our website. Each product page includes a description, a table with all the technical specifications and an assembly video for some of our products. You can also download additional documents in PDF format:

• User manual
• Technical data sheet

You can also use our product comparison tool. Finally, you can find all our products in the dedicated interactive catalogues at the bottom of the page, in the "Our catalogues" section.

​​​​Buying guides are available to help you to choose your products. You can find them in the "Blog" section. If you need any advice, you can contact us by phone on +33 (0)5 57 95 95 93 or by email: commercial@kimex.fr.​​​​

​​​​Yes, all the products in our range appear on our website.​​​​

You can send your queries to commercial@kimex.fr. You can also write to us using the contact form ("Contact us") at the bottom of our website.​​​​

​​​​Assembly instructions are available on the individual page of each product. You can also see our assembly videos on the same page or on our YouTube channel.​​​​

​​​​You can add items to the comparison tool (up to 6 products) from a product list page or from a product page by ticking the "Compare product" box.​​​​​​​​

​​​​An availability status is indicated for every product on our website:

• In stock: the product is available and can be shipped right away.
• Pre-order: the product is being restocked and the delay is indicated in weeks. The item can be ordered and will be shipped as soon as it is available.
• On demand (only for videoprojectors): the item is not available but can be ordered from our supplier; the delivery period is generally less than a week.
• On project: the item cannot be ordered, but it is possible to send a request from the product page ("Contact us") to explain your project to us.
• Out of stock: the product is not available and there are no plans to restock it. The product cannot be ordered.

The availability status of a product is indicated on the list page as well as on a product page: ‘In stock’, “Out of stock”, “Pre-order”, “On demand” or “On project”.
If you have a professional account, you can see the exact quantity of items available up to a maximum of 50 items. 

​​​​The availability of stock for each item is updated in real time on our website, 24 hours a day, 7 days a week, even at weekends.​​​​

If you are looking for a specific product that you can't find in our range, have a suggestion or even think that there is a way of improving one of our products, you can contact our sales department by phone on +33 (0)5 57 95 95 53 or by email at commercial@kimex.fr.

KIMEX offers a 3-year guarantee on its products. We can extend the guarantee to 5 years on certain products: LED panels, totems and monitors. Second-hand "GOOD DEAL" products come with a 6-month guarantee. Contact our sales department by telephone on  0033 5 57 95 95 53 or by email at commercial@kimex.fr.

​​​​KIMEX products have been designed to respond to the needs of both individuals and professionals so it is neither necessary nor recommended that KIMEX products be modified. Any modification of a KIMEX product is the buyer's responsibility and will automatically lead to cancellation of the guarantee.​​​​

​​​​KIMEX offers you the option of assembly prior to shipping for the distribution cabinet and rack range only. In this case, please contact our sales department by telephone or by email at commercial@kimex.fr. KIMEX does not offer a home assembly service.​​​​

KIMEX regularly offers second-hand products on the site. They can be found in the ‘Good deals’ section and carry the ‘Second-hand’ pictogram. 
These are products that have already been assembled and are in saleable condition. Each product is complete and has been tested by our technical department.
We also indicate on each product sheet any defects noted (with photos) or the number of hours of use.

For this reason, second-hand products are offered at a 30% discount and come with a 6-month guarantee.

KIMEX is constantly updating its catalogue all year round, including new products on the website and removing others. If you can no longer find a product on our website, you can contact us by telephone on +33 (0)5 57 95 95 53 or send an email to commercial@kimex.fr to find an equivalent replacement product.

You can send us a request using the contact form at the bottom of our website "Contact us". You can also send your request by e-mail to commercial@kimex.fr.

To generate a quote, add an item to the basket, then click on "Get quote". On the next page, follow all the steps and then click on the "Get quote" button at the bottom of the page. You will automatically find your quote in your customer account.

​​​​To see your quotes, log in to your account and click on "My quotes".​​​​

Your quote is valid for 30 days from the date of creation. It will then automatically expire.

​​​​KIMEX supplies products at very competitive prices to enable you to benefit from better discounted rates.​​​​

We offer the following payment methods: CB, bank transfer, PayPal, Google Pay, Apple Pay, Administrative payment order for public bodies, bill of exchange statement at 30 days end of month for companies with an account with our company.

​​​​Yes, you can send us your official stamped purchase order accompanied by your company commitment number. This will enable us to process your order.​​​​

​​​​Upon agreement with our credit insurer COFACE, KIMEX can offer its regular customers delayed payment by direct debit within 30 days at the end of the month, depending on their area of business and frequency of orders.​​​​

​​​​No, KIMEX does not offer payment in installments.​​​​

​​​​No, it is not possible to pay for your order over the phone by giving your bank card details. We request that you place your order through our website.​​​​

​​​​No, KIMEX does not accept this type of payment.​​​​

​​​​You can benefit from a VAT exemption in the following cases:

• If you are a European company and submit your European VAT number — subject to verification.
• If you are a company outside of the European Union (Switzerland, Overseas Departments and Territories).
• If you are a French company that is exempt from VAT by government authorisation.

In the event of any queries, please email contact@kimex.fr.​​​​

1/ ITEM SELECTION :
Select your items and the quantities you require. Your basket will be displayed in the top right-hand corner of the navigation page. Once you have completed this step, you can choose between ‘View basket’ to see the details of your basket, or ‘Checkout’ to confirm your order directly.

2/ VALIDATING THE BASKET :
If you have chosen ‘View basket’, you can view the details of your basket, add or delete items, modify quantities and convert it into a quote. To validate your basket, click on ‘Place order’.
Important: at this stage, the basket does not yet calculate delivery costs. These will be calculated at the next step.

3/ IDENTIFICATION OR REGISTRATION : 
If you are already logged in, you will go directly to the order validation step. If you are not logged in to your Kimex account, you will be asked to log in to finalise the order by entering your email address and password.

4/ ORDER VALIDATION :

• Confirm your delivery address
• Choose your delivery method: STANDARD or EXPRESS
• Choose your payment method
• Confirm the order summary. At this point you can enter a reference number, comments, a desired delivery date and even add a document (e.g. your company's delivrery note)
• Click on 'I have read and fully understand the Terms and Conditions'
• Click on ‘Submit order’.

It is possible to place orders in guest checkout mode, without first creating an account on our site. To do this, you can add items to the shopping basket, and by clicking on ‘Checkout’ you will be redirected to the account creation page. At this point, click on ‘Guest Checkout’.
You will then only be asked to enter an address, choose a delivery method and proceed to payment for your order.

​​​​If you have chosen to pay for your order by bank transfer, it will be reserved for 6 days. Beyond that time, the items will automatically be put back on sale.​​​​

​​​​If an item has "Pre-order" status, this means that it is not yet in stock (the time until it will be available is indicated in weeks on the product page) but it can be pre-ordered and you will be notified automatically when we receive it on our premises. You will be contacted by our sales department to confirm that you have taken the availability date into account and if you have ordered other items that are available, they will give you the option of processing part of your order by arranging delivery of the products that are available and sending you the outstanding item as soon as it becomes available again.​​​​

​​​​It is not possible to directly order a product that has "On project" status. If you are interested in a product that is "On project", you can click on the "CONTACT US" box to explain your project. Our sales department will take care of this order and will contact you within 24–48 hrs to assist you.​​​​

​​​​If a product is "Out of stock", that means that it will no longer be offered to you; it can therefore no longer be ordered and will be removed from our website shortly. Our sales department is here to help you find a replacement product.​​​​

All orders are dispatched with a delivery note, i.e. without any mention of price. No invoice is sent with an order.

When you confirm your basket, you can enter your internal order reference number ("Reference number" field) as well as a comment ("Comments" field) to tell us, for example, about special delivery instructions. This information will be taken into account when your order is processed.

​​​​Our transport partners make collections every day from Monday to Friday between 3 and 5 pm. Furthermore, any order that is placed before 2 pm will be processed and shipped the same day. After that time, it is likely to be processed the next day.​​​​

​​​​To modify your order after validation, please contact us as soon as possible by telephone on +33 (0)5 57 95 95 53 or by email: contact@kimex.fr.​​​​

As soon as you confirm your order on our site, you will automatically receive a summary email with the order number and details of your order.
To check that your order has been registered, simply go to your account, under the heading "My orders" and check that your order appears there. If your order has not been registered, please contact us by telephone on +33 (0) 5 57 95 95 53 or by e-mail at contact@kimex.fr.

Your invoice is generated when your order is dispatched. It will be sent to you automatically on D+1 to the e-mail address on your account. You can also find it in your customer account > "My invoices". Important note: no invoice is sent with an order.

​​​​KIMEX attaches great importance to your satisfaction and gives you the chance to post your review on our website. After each order, you will receive an email from our partner Trustedshops so that you can rate your customer experience. This review will be automatically published on our website.
You can also review a product directly from the product page by clicking on ‘Write a review’.​​​​

Postage is charged in addition to the product price and is calculated in the shopping basket according to the value of the items.
For each order you can choose between a STANDARD and an EXPRESS package.
Free delivery is applied from an order value of 400 euros excluding VAT for ‘STANDARD’ delivery in France, Spain (Peninsula only), Italy, Belgium, the Netherlands and Germany. For ‘EXPRESS’ shipments, a supplement will be charged.
Free delivery does not apply to shipments to Switzerland.

We work with a number of major transport companies to offer you the best possible service: UPS, CHRONOPOST, FEDEX, SCHENKER and HEPPNER.

​​​​Depending on the time your order is placed, it will be processed and shipped the same day if placed before 2 pm, or the next day if it is placed after that time, from Monday to Friday. From that moment, the haulier's delivery time needs to be taken into account. This corresponds to the time that our service provider needs to deliver your package to the delivery address indicated when placing your order. This time also depends on the method of delivery that you have chosen — standard or express.​​​​

​​​​If you order several products and one of them has "Pre-order" or "On demand" status, you will be contacted by our sales department who will give you the option of processing part of your order by arranging an initial delivery of the available product and sending you the outstanding items as soon as they become available again.​​​​

​​​​We send deliveries to Europe daily with our specialised service providers. Countries we ship to: Spain, Italy, Belgium, Germany, the Netherlands and Switzerland.. For other countries please contact our sales department at commercial@kimex.fr​​​​

Please contact our sales department by e-mail at commercial@kimex.fr or by telephone on +33 (0) 5 57 95 95 53.

We offer to deliver any type of parcel in Switzerland, to professionals and private individuals. In this case, delivery charges will be applied to all order amounts (carriage paid is not applied) and include only delivery costs. Import and Swiss VAT charges will remain payable by the customer.

​​​​It is necessary to contact a forwarding agent in mainland France that we can deliver to and who will take care of the final shipment. Contact our sales department by email at commercial@kimex.fr or by telephone on +33 (0)5 57 95 95 53.​​​​

​​​​Yes, when placing your order you can select the delivery method "Collect the order from store". You can come and collect your purchase within the next hour from Monday to Friday, 9 am to 1 pm and 2 pm to 6 pm (5 pm on Fridays).​​​​

Yes, you can choose your delivery address when you validate your basket. In the ‘Confirm your delivery address’ box, click on ‘Deliver the order to a different address from address book.’ or on ‘Deliver the order to a different address.’ to create a new address.

KIMEX provides a calendar for you to choose your delivery day.
You can find it in the shopping basket, in the "Requested delivery date" section, select the desired delivery date,
It will be automatically taken into account by our services.

For each order you will automatically receive an email with your shipping number and a link to the haulier's website to track your order.
You can also track your order at any time in your space, ‘My shipments’, choose your order, then click on the ‘View details’ button, and finally click on the link opposite ‘Track & trace number’ to access the tracking.

​​​​If you receive a damaged parcel, you must open it and check it in the presence of the driver. If the product appears to be damaged, you are entitled to refuse delivery and ask the driver to take it back. On the delivery note you can write "Box and product damaged, delivery rejected." You can also accept a damaged parcel by writing the exact problem on the delivery note, which must include information on the packaging and the product: "Box torn, product damaged". From that moment, you have 48 hrs to send a registered letter of complaint to the haulier. Important: a simple phrase like "Box torn" does not have any legal bearing on the haulier, any action will be refused. You can contact us at any time on +33 (0)5 57 95 95 53 in case of doubt so that we can assist you in the claims procedure.​​​​

You can open an after-sales file in the following cases: Problem on delivery, Defect on unpacking, Product defect, Right of withdrawal. In each of these cases, you can contact our after-sales service, which will explain the procedure for opening a file.

You can also create an after-sales file at any time via our website. To do this, go to your account:

• Go to the ‘My invoices’ section
• Choose the invoice, click on ‘View details’.
• Click on ‘Return order’
• Choose the items and quantities you wish to return
• Indicate the reason, any comments and an attachment
• Click on ‘Complete return request’.

Our after-sales service will contact you within 24 hours to deal with your request.

​​​​In the event of a problem with your order, you can contact us by telephone on +33 (0)5 57 95 95 56 or by email at sav@kimex.fr.​​​​

​​​​If you are an individual, KIMEX grants you a withdrawal period of 30 days from the invoice date. KIMEX does not grant professionals the right of withdrawal.​​​​

​​​​Refunds will be made within 14 days provided that the products returned are in their original packaging, complete and undamaged. The refund will be made in the same way as payment of the initial invoice. Please note that these conditions are not preconditions to the effective exercise of the statutory right of withdrawal.​​​​

​​​​If a returned product does not meet the conditions of the right of withdrawal (undamaged item), KIMEX reserves the right to apply a reduction at their own discretion, or to return the product without a refund. Please note that these conditions are not preconditions to the effective exercise of the statutory right of withdrawal.​​​​

​​​​In the event of a faulty product, or if any parts are missing, please contact the aftersales service on +33 (0)5 57 95 95 56 or by email: sav@kimex.fr. You can also send photos as proof of your problem.​​​​

​​​​In the event of a withdrawal, you must pay the total amount of return postage. You can use a haulier of your choice, or the haulier suggested by our aftersales service. In any other cases (faulty product, shipping error), the shipping costs will be fully covered by KIMEX.​​​​

​​​​No, KIMEX does not have technicians, but we offer assistance over the phone to try to find a solution or we will replace your product with a new one.​​​​

​​​​If your product is faulty and no longer under guarantee, we cannot offer you a replacement. However, you can contact our aftersales service for advice or for separate parts.​​​​

​​​​Our premises are located at 169 allée du partage, 33127 Saint Jean d'Illac (Bordeaux, France).
We also have 2 sales offices in Barcelona and Milan.​​​​

​​​​You can contact us by phone on +33 (0)5 57 95 95 53, by email at contact@kimex.fr or using the contact form on our website: "Contact us".​​​​

​​​​Yes, all of our products are well stocked and are shipped from our main address at 169 allée du partage, 33127 Saint Jean d'Illac.​​​​

​​​​Kimex is open from Monday to Friday from 9 am to 1 pm and 2 pm to 6 pm (2 pm to 5 pm on Fridays).​​​​

​​​​No, we do not have a place allocated to direct sales. However, you can come to collect your purchases after placing your order on our website by selecting "Collect the order from store" as the method of transport.​​​​

KIMEX provides you with a dealer map to help you find and buy its products easily, in Europe and worldwide. From the home page, click on the location icon in the top right-hand corner to go to the ‘Dealer Map’ page.

​​​​For all partnership queries, please contact our sales department by telephone on +33 (0)5 57 95 95 53 or by email at commercial@kimex.fr.​​​​

​​​​Yes, our website is intended for individuals and professionals.​​​​

​​​​For environmental reasons, Kimex recommends that you look at their products via interactive catalogues that can be seen on our website using the button at the bottom of the homepage: "Our catalogues".​​​​

​​​​If you have found any malfunctions on our website, you can contact us by phone on +33 (0)5 57 95 95 53 or by email at contact@kimex.fr.​​​​

We are on the following social networks:

• LinkedIn
• Instagram
• YouTube

You can find links to these sites at the bottom of the homepage under the heading "FOLLOW US".

Don't hesitate to subscribe!

​​​​To receive information from KIMEX (new ranges, new products, new services), you can subscribe to our newsletter.​​​​

​​​​You can subscribe to the newsletter by simply entering your email address at the bottom of the website, or from your account > "Newsletter subscription", enter your email address and click on "Subscribe".​​​​

From your account > "Newsletter unsubscription" > enter your email address and click on "Unsubscribe".

​​​​You can see the reviews left by our customers on the product pages. These reviews are essentially based on product experience.

To find out our customers' opinions on their experience in general (website, customer service, delivery, etc.), go to the small Trusted Shops window that can be found at the bottom of every page on our website.​​​​

You can consult our General Terms and Conditions here.