How to File a Warranty Claim | RelightDepot

How to File a Warranty Claim

RelightDepot passes through the manufacturer's warranty on all items we sell. If a product you purchased from us is defective, we can help you initiate a warranty claim with the manufacturer.

For the complete warranty language, see the warranty sections of our Customer Service and Terms of Service pages.

What Is Covered

Coverage varies by manufacturer and product. The product spec sheet is the authoritative source for warranty length and terms for any item we sell. Please refer to the spec sheet for your specific fixture for the exact warranty period and what it covers.

Generally speaking, for fixtures, our vendors warrant their products to be free of manufacturing defects and workmanship issues for a period of five (5) years from the date of purchase, but this is only a general reference. Some warranties are longer, some are shorter, so always confirm on the spec sheet.

Under the manufacturer's warranty, the factory will repair or, at its option, replace defective products covered under the warranty.

What Is Not Covered

The manufacturer's warranty generally excludes:

  • Damage from improper installation, misuse, abuse, accidents, misapplication, or natural disasters
  • Damage from modifications to the product or from improper maintenance
  • Mishandling of any kind
  • Replacement labor. The factory warranty covers the product itself, not the cost of removing the defective unit or installing the replacement.
  • Lamps, ballasts, and drivers. These carry their own separate manufacturer warranties and are not covered under the fixture's factory warranty.
  • Shipping damage. If your product arrived damaged, that is a freight damage claim, not a warranty claim. See our article on damaged shipments instead.

In addition, as stated in our Terms of Service, products are sold "as is" with no express or implied warranties from RelightDepot; the manufacturer's warranty is the sole warranty that applies. RelightDepot's total liability on any claim will not exceed the purchase price paid for the product.

What You Will Need to File a Claim

Please have the following ready when you contact us:

  1. Your order number or invoice number
  2. The product model number / SKU (on the product label or your order confirmation)
  3. A clear description of the issue (what is happening and when it started)
  4. Photos showing the defect, if the issue is visible
  5. The approximate date you first noticed the problem
  6. Installation details, if relevant (date installed, application, operating environment)

How to Submit a Claim

You will need to contact our support team to get a warranty claim started. We will open the claim with the manufacturer on your behalf, so you do not need to contact the manufacturer directly.

What to Expect

  1. Initial review by our team: 1 to 2 business days
  2. Manufacturer review and decision: typically 1 to 4 weeks, depending on the manufacturer
  3. Resolution: if approved, the manufacturer will repair, replace, or issue a credit for the defective product

Some manufacturers require the defective product to be returned before a replacement ships. If so, we will provide return instructions and let you know whether return shipping is covered.

Need Help?

If you are not sure whether your product is still within its warranty period, or whether your situation qualifies, reach out to us at support@relightdepot.com, open a ticket, or call 888-548-6387 (Mon to Fri, 8 AM to 8 PM ET) and we will help you figure it out.

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