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WARRANTY POLICY
Red Arrow Electrical Limited warrants all manufactured luminaires and electrical products to be free from material defects and defective workmanship for the duration of the specified warranty period. The warranty period is dependent upon the type of luminaire or electrical product and the specified warranty for that product type. Please refer to the specific product specification sheet for details of the appropriate warranty (available from the website or office) or the instruction leaflet supplied with the product to ensure accuracy of any subsequent warranty claim.
General Conditions of Guarantee
• For every Red Arrow (RA) product in the subsequent list that demonstrably fails, because of a material or manufacturing fault within the relevant guarantee period, RA will decide to provide a free-of-charge replacement product or issue a credit note. The guarantee always applies from the first failed product onwards – and not just to product failures above the published product failure rate.
• All products repaired or replaced by RA will be warranted for the remaining period of when the original warranty commenced.
• Should exact replacements not be available, RA will provide the closest equivalent product type and will accept no responsibility for the product not exactly matching the product it replaces.
• The guarantee covers RA products, if they have been operated in accordance with RA specifications and applicable IEC regulations.
• The following applies to LED PRODUCTS: The guarantee only applies to failures due to material or manufacturing defects (claims due to colour change and reduced luminous flux over the product lifetime are not covered by this guarantee). The failure of a single LED chip is explicitly not regarded as a defect for which this guarantee applies.
• RA reserves the right to analyze the operating data from the products for guarantee purposes. In case of non-agreement to the findings from/of the operating data, legal warranty conditions are relevant.
• The guarantee starts from the date the above-mentioned products are sold from the Distributor (proof of purchase required) but not later than 2 years after the RA product was manufactured (production code on the product). If proof of purchase cannot be provided, then the date of manufacture will be used.
• An annual operating time of up to 5,000 operating hours is assumed.
• Under the 5-year product guarantee components are limited to a maximum of 20 switching cycles per day. Products are limited to a maximum of 20,000 switching cycles during their warranty period.
• RA will decide about the validity of guarantee claims. This requires the return of the failed product for failure analysis as well as the analysis of the operating data.
• Legal warranty claims remain unaffected by this guarantee and shall remain valid concurrently and independent of this guarantee.
• This guarantee does not apply for products that have been repaired or modified by anyone except RA itself. This includes emergency conversion products not manufactured by RA.
• This guarantee does not apply for colour or surface alteration that occurs to products that are mounted outdoors in a coastal application or to plastic parts that will discolour or become brittle as part of their natural ageing process.
• For emergency products, warranty is specifically excluded in instances where there are products that have been incorrectly cycled through charge / discharge or installed outside the temperature operating parameters.
• For luminaires with an integrated emergency solution factory fitted by RA the Luminaire the emergency versions carry a separate warranty for the batteries which is 1 year for NiCad and 2 years for LiFePO from date of installation to BS EN5266-1:2016
• Emergency products or variants that have not been installed and tested in accordance with appropriate standards and that do not have an emergency lighting completion certificate will be deemed as products that have been incorrectly cycled through charge/discharge and the warranty will be invalid.
• RA can accept no responsibility for product incompatibility of any luminaire or lamp with other manufacturers products including dimmers, drivers and control gear including site transformers. For information on suitability of use with other manufacturers products please contact our technical support department.
• Acceptance of any warranty claim is also subject to our general terms and conditions, either for our general warranty or our on-site warranty below.
A copy of which is available upon request or readily available on our website.
On-Site Warranty
• For every product in the online list. RA offers a limited on-site warranty. The on-site warranty may be subject to prior registration (if required) and any request for on-site support must be made in writing to RA direct. The on-site warranty is based upon installations of more than 20 fittings and excludes domestic applications.
• The on-site warranty is an additional cover on selected products detailed in the list below and is in support of the general RA warranty which will always form the basis of RA’s initial warranty.
• The warranty holder may be requested to complete a warranty claim form prior to any site visit being carried out.
• RA representative must be allowed to have access to the site if requested; prior to, during and after any work being carried out either on site or remotely.
• Should the fault arising be due to misuse, incorrect installation of the product, or in any case not related to the product, £200 per MAN-DAY, plus all cost generated for the access (including transportation, hotel, subsistence, etc) will be charged back to claimant. In the case that on-site assistance is requested it will be deemed that this has been agreed to should RA and any of its representatives, agents or subcontractors attend site.
• No third-party costs whatsoever will be agreed to unless they have been confirmed and agreed by RA in writing prior to any works being carried out.
• Luminaire installation must have been carried out and completed in accordance with BS EN 7671 and all amendments (IET). Provision of latest EICR may be requested. If installation contravenes the protection for safety (Protection against electric shock) part 4, chapter 41 of BS 7671 then no work will be carried out.
• For emergency products, or luminaires with an integrated emergency solution, on-site warranty will only be applicable if products have been installed and tested as per our general guarantee.