Warranty

We design our lights to last. They're simple, so there isn't much to go wrong if they're installed and looked after properly.

The two parts most likely to fail are the high-tech ones: the driver and the LED. We use the best we can find. Our drivers are currently from eldoLED, for reliability and efficiency, and our LEDs from Xicato, for light quality and colour consistency.

Even the best components occasionally fail, and for now the only fix is replacement. We hope to repair drivers in future (see our mission), but we're not there yet.

What's covered

• 5 years: Factorylux parts
• 3 years: drivers and LED sources
• 3 years: bespoke components
• Repairs and replacements: covered for the rest of the original warranty or 12 months, whichever is longer

Cover starts from the day your goods are delivered or collected.

What's not covered

• Installation, wiring or use that doesn't follow our instructions, BS 7671 or good practice
• Drivers, dimmers or controls we haven't supplied or approved
• Wear and tear, accidents, misuse, or unauthorised alterations or repairs
• Harsh conditions: excessive heat or humidity, salt air, pressure washing, chemicals
• Removed or damaged batch codes or labels
• Natural weathering of outdoor products
• Removal, reinstallation, access equipment or site labour

Making a claim

Every product is tested before it leaves us. If something isn't working at installation, it's most likely an installation issue, so get in touch and we'll help troubleshoot.

For faults that appear later, email hello@factorylux.com within 30 days of spotting the problem, and within the warranty period, with:

• your order number
• a description of the fault
• photos

We'll send you an RMA number to quote from then on. You can also use the RMA form at the bottom of this page. Then choose an option:

Option 1: swap the part yourself

Almost every fault is the driver or the LED. To tell which, try the driver from a working light. If the faulty light works, it's the driver. If not, it's most likely the LED. Order a replacement part and fit it.

• Driver: send us the faulty one. If we confirm a covered fault, we'll refund the replacement and your shipping (keep receipts).
• LED: within 7 days of fitting, email us two photos:
  1. the heatsink clean, with all old thermal tape removed
  2. the new LED installed, with the holder fully screwed in
  No photos, no warranty on the replacement LED. Then send us the faulty LED. If we confirm a covered fault, we'll refund the replacement and your shipping (keep receipts).

Option 2: send us the whole light

Pack it carefully, driver included, and send it to us. If we find a covered fault, we'll repair or replace it (or occasionally refund it) and refund your reasonable shipping both ways (keep receipts).

If we find no covered fault, we may charge for inspection, carriage and repair. We'll always quote before doing any chargeable work.

Products that need a closer look

For these, send the RMA form with as much detail as you can and we'll guide you through troubleshooting:

• Track-Pipe® and associated luminaires
• Bespoke products
• Legacy products outside warranty. Any work on these is chargeable, and we'll quote first.

This page is a summary. The full terms are in clause 7 of our Trade Terms of Sale.