iLumens’s 5-year warranty is valid for all installations that are in accordance with installation instructions and that follow best practices of electrical contracting and installation. The products shall be under usage of normal condition or as recommended in the manual (or installation instructions if there is not manual). iLumens will replace or repair defective products within 7 working days after receipt of product upon our approved inspection of the returned product except in cases where:
- Product has been modified by the user.
- Product was not installed or maintained according to manual or specifications.
- Product was subject to unusual physical or electrical stress, misuse, or negligence.
- Product was non-defective or product defect was not related to iLumens product functionality, including third-party modifications.
- Other damages caused after receipt of product by customer.
- Custom designed product warranty is subject to the agreement, which may include no return accepted.
If replacement or repair is not available, we will credit buyer’s account. iLumens will cover the UPS Ground shipping cost for the return of defective product(s) and will be responsible for shipment of replacement products from our factory. iLumens will not reimburse or pay for unexpected costs or expenses, including without limitation labor or other costs associated with removal or reinstallation of the product, even if it is ultimately deemed to be defective.
Warranty Claim Procedures
- Contact iLumens (support@iLumens.com or 801-975-7399) to discuss the issue. If troubleshooting is not effective, iLumens will email you a Product Return Form, Return Material Authorization (RMA) Number, and mailing instructions.
- Email the Product Return Form along with required information to support@iLumens.com (if you have not heard back within 2 days, please call us to ensure that we received your information: 801-975-7399). Our Customer Service Team will advise you on the next steps to complete your warranty claims.
- iLumens will inspect product. Once product is determined to be defective, we will replace or repair the product within 7 working days.
Any return without authorization of iLumens Inc. will not be accepted. If returned product is found to be functional and non-damaged, the product will be returned to customer, at customer’s expense, and a minimum 10% test fee of the product value will be charged.