“5-year warranty” sounds reassuring. But what does it actually mean when a fitting fails? I’ve dealt with dozens of warranty claims over the years, and the reality is more complicated than the marketing suggests.

Let me share what I’ve learned.

Understanding Warranty Types

Full Replacement Warranty

The manufacturer replaces the entire failed unit at no cost. This is the gold standard and what most people assume they’re getting.

Reality check: Usually limited to manufacturing defects appearing within a certain period (often 1-2 years even if the “warranty” is nominally longer).

Pro-Rata Warranty

Coverage decreases over time. If a fitting fails in year 4 of a 5-year warranty, you might only get 20% of the replacement cost covered.

Reality check: These warranties look long but provide limited value in later years.

Lamp/Driver Only Warranty

Some warranties cover only specific components, not the complete fitting.

Reality check: If the driver is warrantied but the LED module isn’t (or vice versa), you might not be covered for common failures.

Common Warranty Exclusions

Read the fine print. Most warranties exclude:

Installation Issues

If the fitting was installed incorrectly—wrong voltage, poor connections, inadequate ventilation—the warranty is void.

Protection: Document proper installation. Take photos. Keep certificates of compliance.

Power Quality Problems

Damage from voltage spikes, surges, or poor power quality typically isn’t covered.

Protection: Consider surge protection on lighting circuits. Monitor power quality if you have concerns.

Environmental Conditions

Using an IP20 indoor fitting in a wash-down area? Not covered. Exceeding the ambient temperature rating? Not covered.

Protection: Match products to conditions. Document the installation environment.

Modified Products

Any modification to the fitting voids the warranty. This includes:

• LED tube retrofits into fittings designed for fluorescents
• Third-party drivers or components
• Rewiring or circuit modifications

Protection: Use products as designed. If you’re modifying, accept the warranty implications.

Improper Maintenance

Some warranties require specific maintenance (cleaning, inspections). Failure to maintain can void coverage.

Protection: Follow maintenance requirements. Keep records.

The Claims Process

When a fitting fails, here’s the typical process:

Step 1: Documentation

Gather evidence:

• Purchase records (invoice, date, supplier)
• Product information (model number, batch/serial if available)
• Installation records
• Failure description and photos
• Environmental conditions

The more you have, the smoother the claim.

Step 2: Contact the Supplier

Your claim goes through whoever you bought from, not directly to the manufacturer (in most cases).

Be prepared for:

• Questions about installation and use
• Requests for additional documentation
• Possible site inspection

Step 3: Assessment

The supplier/manufacturer assesses whether the failure is a warranty issue.

Common outcomes:

• Approved: Replacement or credit provided
• Rejected: Excluded cause (installation, power, environment)
• Dispute: You believe it’s covered; they disagree

Step 4: Resolution

If approved, you receive a replacement product or credit.

Note: You typically pay for installation of the replacement. Warranty covers the product, not the labour to replace it.

Red Flags in Warranty Claims

Long response times: If the supplier takes weeks to respond, that’s a bad sign for resolution.

Excessive documentation requests: Legitimate claims need evidence, but endless requests can be a stalling tactic.

“We need to send it for testing”: Sometimes legitimate, but can delay resolution indefinitely.

Supplier no longer trading: If your supplier goes out of business, the warranty may be worthless.

Protecting Yourself

Buy from Established Suppliers

A warranty is only as good as the company backing it. A no-name importer selling on eBay might offer “10-year warranty” but be gone in two years.

Established Australian distributors (Pierlite, Philips/Signify, Thorn, Gerard Lighting group companies) will be around to honour warranties.

Keep Records

For commercial projects, maintain:

• Purchase records with product details
• Installation certificates
• Photos of installation
• Any commissioning data
• Maintenance records

Store these somewhere you can find them in five years.

Understand What You’re Buying

Before specifying, read the warranty terms. Ask questions:

• What’s actually covered?
• Is it full replacement or pro-rata?
• What are the exclusions?
• What’s the claims process?

Consider Extended Warranties

Some suppliers offer extended warranty options for commercial projects. If the project is large enough, negotiating better warranty terms might be possible.

Factor Warranty into Specifications

Warranty quality is a legitimate specification criterion. A product with a robust warranty from a reputable supplier is worth more than a cheaper product with questionable coverage.

When Warranties Don’t Matter

For very large projects, statistical failure is expected regardless of quality. Even excellent products have some defect rate.

Some facility managers prefer to:

• Buy quality products
• Accept that some will fail
• Replace failures from ongoing maintenance budgets
• Not bother with warranty claims for individual fittings

The administrative cost of claiming warranty on one panel might exceed the product cost. For large portfolios, this pragmatic approach makes sense.

The Realistic View

LED warranties are marketing tools. Manufacturers set terms that protect their profitability while appearing generous.

Most quality LED fittings will work reliably for their expected life. The warranty exists for the minority that don’t.

My advice:

• Buy quality products from reputable suppliers
• Install properly and document it
• Understand what the warranty actually covers
• Keep records for when you need them
• Don’t assume the warranty will save you from poor purchasing decisions

A realistic approach to warranties—not cynical, but not naive—will serve you well.