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 either factory fitted or converted by RA the batteries will carry a separate warranty period which is between 1 year for NiCad and up to 5 years for LiFePO4 valid from the date of installation. (Check each product specifics for the battery warranty periods below).

Emergency products or variants must be installed and tested in accordance with BS EN5266 and have a valid commissioning certificate completed after an initial 24 hour charge cycle followed by a >3 hour duration test. Any warranty claims without this documentation will be deemed that the products 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.

For every product in the subsequent 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 or incorrect installation of the product, RA reserve the right to charge costs incurred to the point of request for on-site assistance. 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.

Access must be granted within normal operating hours and every effort must be made to give availability to onsite access equipment or there will be a limit to the level of on-site support available.

On-site warranty is based upon site access as above and specifically excludes any restricted access/application sites e.g. MOD or GOV sites where access is only allowed by authorized personnel. In this instance our warranty reverts to the standard warranty and goods will need to be returned to RA at Cortonwood for testing.

RA reserves the right to carry out work with its own qualified engineers or from time-to-time substitute with approved subcontractors where necessary.

Should RA agree under certain circumstances that the on-site contractor or maintenance engineer is authorized to carry out any remedial work then the estimated cost for repair or replacement must be provided prior to any work being carried out. No costs whatsoever will be agreed to unless they have been confirmed and agreed by RA in writing prior to any commencement of work. RA will reserve the right to inspect and approve any work that has been carried out and charged for.

RA specifically excludes any third-party charges for travel, accommodation or equipment hire as per the conditions above.