WARRANTY & PRODUCT SUPPORT
We stand behind the products we sell.
Warranty coverage varies by product, application, and manufacturer. Our team will help you confirm the coverage that applied when you purchased the product, troubleshoot the issue, and determine the right next step.
Before You Submit
Help us resolve it faster. Having this ready before you start gives our team what's needed to verify the purchase, identify the product, and diagnose the issue in one pass instead of several back-and-forth messages:
- Order or invoice number
- Product SKU and quantity
- Purchase date and date the issue was discovered
- Installation details (date, application, and whether it's still in place)
- Photos of the product, label/SKU, and the affected area
- Any troubleshooting already completed
- System information if relevant (power supply, controller, connected load)
Is This a Warranty Claim?
A few different issues can look similar at first — routing your request to the right place gets it resolved faster:
- Warranty claim — a product that was working and has since developed a defect or failure
- Freight damage — product arrived visibly damaged from shipping
- Shortage or wrong item — your order arrived incomplete or with the wrong product
- Return for convenience — you'd like to send back a product that isn't defective
- Product support — you have an installation or troubleshooting question, not yet a claim
Not sure which one fits? Contact our team and we'll point you the right way.
How the Process Works
1. Submit the claim
Contact our team with your order, product, installation, failure, and evidence information. You'll receive a claim reference after submission.
2. We review and troubleshoot
Our team verifies the purchase and applicable product coverage. We may ask for additional photos, video, electrical readings, troubleshooting, product labels, or a physical return.
3. We provide the next step
Depending on the product and issue, the resolution may include technical guidance, an approved field correction, repair, component replacement, product replacement, manufacturer support, account credit, or another remedy allowed by the applicable warranty.
4. Return only when authorized
If a return is required, we'll issue an RMA with the approved item, quantity, return location, packaging requirements, and deadline. Please do not send product before receiving those instructions.
Product-Specific Coverage
Warranty duration, eligible application, covered components, and special limitations vary by product. Review the warranty information shown on the product page, quotation, sales order, invoice, packaging, or product documentation that applied at the time of purchase.
If the warranty term is missing or unclear, contact Product Support before returning the product. We'll verify the applicable coverage using the order and product records.
Response Expectations
We'll confirm receipt of your request and review the information provided. Complete submissions move faster. If we need additional evidence or testing, we'll explain exactly what's required before a decision can be made.
We respond within one business day of receiving your claim.
Frequently Asked Questions
How do I know how long my product is covered?
Coverage varies by product. Review the warranty information shown on the product page or the documents that applied when you purchased it. If the term is missing or unclear, contact us with the order number and SKU so our team can verify it.
Can I send the product back with the claim?
No. Wait until Lights for Decorators issues an RMA or provides written return instructions. We may be able to resolve the claim from photos, video, testing, or component replacement without requiring the full product to be returned.
What photos should I send?
Include the full installation, the failed area, a close-up of the product, the product label or SKU, connections, power components, and any visible damage. For intermittent or animated failures, video is often more useful.
What if I can't find my order or invoice number?
Provide the company name, purchaser, approximate purchase date, SKU, and ship-to location. Our team will attempt to locate the transaction, but proof of purchase may be required before coverage can be confirmed.
What if the product is made by another manufacturer?
Some products are supported under the manufacturer's warranty. Lights for Decorators will confirm whether we administer the claim, help coordinate it, or direct you to the manufacturer.
Is an RMA the same as a refund approval?
No. An RMA authorizes the specific return or disposition stated in the instructions. Final repair, replacement, credit, refund, or denial depends on inspection, troubleshooting, the applicable product coverage, and the approved remedy.
Ready to Get Started?
Send us the order, product, installation, and failure details. The more complete the submission, the faster we can determine the next step.
Phone: (919) 263-3469
Email: cs@lightsfordecorators.com
Hours: Monday–Friday, 8:00 a.m.–5:00 p.m. EST