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Warranty and RMA
Warranty coverage by product line, what is covered and excluded, spare parts shipped DDP, and the RMA process: 3-day response, 7-day resolution plan.
Warranty is 2–5 years depending on the product line. The driver is the most common failure point, so driver replacement is handled directly; labour and site costs are not covered.
Coverage
| Item | Coverage |
|---|---|
| Whole fixture | 2–5 years by product line |
| Driver failure | Free replacement; seller pays replacement freight |
| Response | 3 days for the first response, 7 days for a solution plan |
| Spare parts | Air freight, DDP double-clearance door-to-door |
Not covered
- Labour, scaffolding, lift rental or site access.
- Force majeure, incorrect installation, wrong voltage or electrical supply problems.
- Abnormal surge, lightning or water damage outside the stated IP/IK rating.
- Product modification or repair by an unauthorised party.
How to claim
- Contact us with the invoice, model, batch or serial if available, and photos or video.
- We confirm the failure mode and whether a replacement driver or fixture is needed.
- We send the replacement and the return instructions; do not return goods without an RMA number.
- We close the claim with the root cause and the preventive action.
What to keep
Keep the invoice, installation record, commissioning data and any test report. A claim without the installation record may still be reviewed, but it takes longer.
Start a claim through the contact page with the subject “RMA”.