Customer Care
Warranty
How product concerns are reviewed and what to provide with a warranty request.
Warranty coverage and duration are confirmed with the product or order documentation. Contact us if a fixture develops a suspected defect during the applicable coverage period.
What to provide
To help us assess the concern, include enough information to identify the product and understand how it was installed and used.
- Order reference and product name
- Clear photographs or video of the concern
- Date the issue was first noticed
- Installation, voltage and operating details where relevant
Assessment
We may request additional photographs, testing information or inspection before confirming a remedy. Do not dismantle or modify the fixture unless instructed, as doing so may affect the assessment and safe handling.
Common exclusions
Coverage may not apply to damage caused by incorrect installation, unsuitable electrical supply, misuse, unauthorized modification, impact, improper cleaning, normal wear, environmental exposure outside the intended use, or failure to follow product instructions.
Available remedy
If a claim is accepted, the appropriate remedy will be determined according to the confirmed warranty terms, product condition, available parts and applicable law. A remedy may involve technical guidance, a replacement component, repair, replacement or another appropriate resolution.
Warranty terms do not exclude rights or remedies that cannot lawfully be excluded.
Report a product concern
Send the order reference, product details and clear images so the issue can be reviewed.