1. GUARANTEE CLAIMS, CLAIM PROCESS
1.1 A Guarantee claim exists if
d. the covered Product (see sec. C above) has a material or workmanship defect,
e. such a defect affects the operation of the covered Product,
f. the defect occurs during normal use of the covered Product, and
g. the Guarantee Holder’s claim is not excluded based on section E.4 below (Guarantee Exclusions).
1.2 Defects that do not affect the proper functioning of the Product (e.g. scratches, stains, rust, discoloration, natural mechanical wearing, or mildew) are not covered by this Guarantee.
2. CLAIM PROCESS
2.1 The processing of a Guarantee claim, and the granting of the Guarantee benefit in accordance with the provisions of these Guarantee Conditions will be carried out by LEDVANCE for Guarantee claims in Germany.
2.2 For Guarantee claims in the Guarantee Territory outside of Germany the locally responsible LEDVANCE group company (“LEDVANCE Company”) will handle the claim.
2.3 To make a claim under the Guarantee the Guarantee Holder must contact (i) LEDVANCE or, (ii) in case of a Guarantee claim outside of Germany, the relevant LEDVANCE Group Company, within thirty (30) days upon discovery of the defect during the Guarantee Period by email.
Therefore, the Guarantee Holder must fill in the complaint form linked in these Guarantee Conditions (see download option below). The complaint form (PDF) must be sent to the local LEDVANCE email address published in the footer of the respective complaint form.
2.4 Product(s) shall be returned at LEDVANCE’s request to:
LEDVANCE GmbH
CQM Department
Steinerne Furt 6
86167 Augsburg
Germany
or alternatively to the address communicated to Guarantee Holder by LEDVANCE.
2.5 The complaint must contain the following mandatory information and documentation:
- The claimant (Guarantee Holder): Company name (if any), First name, Surname, address, phone number, email
- Reason for the complaint incl. a detailed description of the defect
- Supporting materials, including photos and data
- Product details, in particular, without limitation: Product name, Product number (EAN) / Product identity code (IC), Product serial number, purchased quantity, claimed quantity
- Installation location / site of the Product(s), if applicable
- Installation information, if applicable
- Copy or a scan of the invoice for the Product(s) issued to the Guarantee Holder, or copy or scan of the delivery note for the Product(s) issued to the Guarantee Holder
- Other supplementary information required by LEDVANCE.
If the Guarantee Holder fails to notify LEDVANCE and/or to provide the relevant information in the above list of items according to the above requirements, LEDVANCE has the right to refuse to process the relevant claim(s) until the Guarantee Holder provides the relevant information as required by LEDVANCE.
2.6 After LEDVANCE receives the Guarantee Holder's claim and complete information material, LEDVANCE will review and evaluate the relevant claim request.
2.7 At LEDVANCE’s request Guarantee Holder shall:
a. return the Product(s) in question to LEDVANCE in accordance with the return material authorization (hereinafter “RMA”) issued by LEDVANCE,
b. not cause any damage to the Product(s) by the disassembly,
c. adhere to LEDVANCE Returned Goods Packaging and Shipping Guidelines, provided by LEDVANCE, and
d. arrange for transport of the Product(s) at its own expense.
Before returning a Product, the Guarantee Holder is responsible for backing up relevant data to prevent data loss.
2.8 Upon LEDVANCE’s acceptance of the delivery of a returned Product, title to such Product is transferred to LEDVANCE. If any Product(s) are returned other than in compliance with the above return process, or if LEDVANCE cannot verify the reported defect, then LEDVANCE may in its discretion return such Product(s) to the Guarantee Holder at Guarantee Holder’s expense, with the risk (including but not limited to damage and loss of the goods) and any cost of the related Product resulting from damage or loss being borne by the Guarantee Holder.
2.9 LEDVANCE reserves the right to verify the cause of the Product(s) failure and/or have it determined by an independent third-party testing laboratory of LEDVANCE’s choice. LEDVANCE will pay for the costs associated with the third-party testing unless the results demonstrate no actual Product failure, in which case LEDVANCE reserves the right to charge Guarantee Holder for such costs.
2.10 A Guarantee claim regarding a Product can only be raised by the Guarantee Holder.
2.11 Guarantee Holder may only make one claim regarding the same Product due to any Product quality issue based on these Guarantee(s) and may not make repeated claims based on the same quality issue for the same Product.
3. GUARANTEE SERVICES
3.1 In the event of a Guarantee claim based on a Product’s failure to comply with this Guarantee, LEDVANCE may choose one of the following exclusive Guarantee service options at its sole discretion and as its sole obligation:
a. repair of any affected Product and return of the repaired Product to the Guarantee Holder. LEDVANCE will not bear the costs (including customs duties, export certificates, etc.) for transport or shipping of the defective Product to LEDVANCE or for the return of the repaired Product to the Guarantee Holder;
b. provide new or refurbished replacement Product(s) (or parts thereof) to the Guarantee Holder. LEDVANCE will not bear the costs (including customs duties, export certificates, etc.) for transport or shipping of any defective Product to LEDVANCE or for the return of the replacement Product(s) (or parts thereof) to the Guarantee Holder); or
c. issue a credit note for the residual market value of the Product(s) to Guarantee Holder’s account if the Guarantee Holder is a direct LEDVANCE customer. A LEDVANCE direct customer is a person or entity who has purchased the Product directly from LEDVANCE or a LEDVANCE Company with a registered office in the Guarantee Territory (and not from a reseller or other third-party distributor).
Residual market value of the Product in applicable currency = (Guarantee Period in years - Operation duration in years) * (Product Price New / Guarantee Period in years). The residual market value of the Product cannot be negative.
3.2 If LEDVANCE decides that the defective Product is to be repaired or to be replaced and requests the Guarantee Holder to return the defective Product in the original or equivalent packaging, the Guarantee Holder shall ensure proper dismantling and transport to the return address notified by LEDVANCE (see section E 2.4 and E 2.7 above).
3.3 If the faulty Product is not received by LEDVANCE within thirty (30) days after delivery of the replacement Product, the Guarantee Holder will be charged for the replacement Product at the current price for a new Product. In addition to transport and shipping costs (to and from Guarantee Holder), labor costs will be charged by LEDVANCE if Products returned are found to be not faulty following a Guarantee claim.
3.4
If defective Products have not been returned to LEDVANCE in time any replacement Product sent by LEDVANCE will be excluded from the remaining Product Guarantee.
3.5 The granting of one of the above Guarantee services does not extend or renew the original Guarantee Period of a Product. For example, the Guarantee Period of a replacement Product shall be the remaining Guarantee Period of the original Product.
3.6 Any replaced defective Products shall become the property of LEDVANCE made for their disposal.
3.7 If the defective Product is no longer produced, cannot be supplied or has been withdrawn from the market, LEDVANCE has the right to provide functionally equivalent products as replacement for the defective Product(s) which are at least similar in specifications, features, function and compatibility to the defective Product(s).
4. GUARANTEE EXCLUSIONS
4.1 LEDVANCE must be notified of all claims within the relevant Guarantee Period as described in
TABLE 1A and
TABLE 1B. Any claim made outside of the relevant Guarantee Period or Guarantee Territory is invalid.
4.2 This Guarantee does not cover any costs of labor or other costs related to de-installing or re-installing a Product, or costs related to de-installing, re-installing or troubleshooting any other elements of Guarantee Holder’s electrical systems; if the above costs are incurred during a claim process, the Guarantee Holder shall bear them.
4.3 This Guarantee does not cover any transport or shipping charges, customs clearance charges, any Product return charges, shipping charges for replacement of Product(s), installation-, removal- or reassembly-costs associated with Product(s), or third-party testing or appraisal costs except as outlined in section E para 2.9; if the above costs are incurred during a claim process, the Guarantee Holder shall bear them.
4.4 A Guarantee claim shall only be valid if the Product has at all times been operated within the permissible specifications according to the Product data sheet and has been installed, put into operation and utilized in accordance with LEDVANCE’s installation and operating instructions.
4.5 LEDVANCE shall not be responsible for, and Guarantee claims shall be especially, without limitation, excluded in the following cases:
a. LEDVANCE has not yet received payment in full of the accounts receivable related to the specific order under which the affected Products were sold to Guarantee Holder if Guarantee Holder is a LEDVANCE direct customer;
b. Guarantee Holder is unable to provide mandatory information / proof required to assert a Guarantee claim (see section E above, CLAIM PROCESS para 2);
c. Products are not significantly damaged or defective and such defects do not perceptibly impair the Products’ performance (e.g. scratches, stains, rust, discoloration, natural mechanical wearing, or mildew);
d. The affected Products were improperly transported, handled, stored, installed or used by the Guarantee Holder or a third party; for example, Guarantee Holder installed the Products in extremely hot, cold (refers to the temperature beyond the operating temperature range of the Products as specified in the applicable technical datasheets), corrosive or other extreme and unsuitable environmental conditions, or the application environment changes rapidly, resulting in corrosion, oxidation or Product damage or abnormal function due to the influence of chemical products;
e. Product damages caused by external factors (e.g. such as breakage of Products caused by external forces), improper operation, unsuitable maintenance methods, and/or unsuitable installation methods against LEDVANCE’s installation and operating instructions;
f. Guarantee Holder or a third party has modified, repaired or operated the Product in combination with products or software of the Guarantee Holder or a third party without LEDVANCE’s prior express written consent;
g. Product's nameplate or serial number label has been tampered with, is torn, is partly or entirely missing, or was otherwise rendered illegible;
h. Failure to install, apply, use, change, service or maintain the Products in accordance with local laws and regulations or requirements in documents provided by LEDVANCE, or improper system design, installation or construction, resulting e.g. in frequent concealment of the Products and affecting the Products operation;
i. Guarantee Holder or a third party installs non-standard, mismatched, inferior or unqualified parts (e.g. cables), which leads to quality problems of the Product;
j. Products were provided as test products or described in a quotation or delivery note as ‚ex-display’;
k. If Products are not initially purchased from LEDVANCE or an authorized reseller of LEDVANCE, or a professional installation company.
l. If the Products do not meet the requirements specified in section C above: COVERED GURANTEE PRODUCTS
m. Conducting or commissioning repairs or alterations made by persons other than authorized by LEDVANCE.
n. Conducting or commissioning repairs or alterations not in accordance with the Product specifications, the system, or the local electrical design specifications;
o. If the Products are not satisfactorily maintained, is subject to misuse, neglect, accident or abuse
p. Guarantee Holder continues to use the faulty Product after the defect becomes apparent;
r. Use of battery types not certified and listed on LEDVANCE approved list for operation with LEDVANCE Hybrid Inverters.
s. If Products are directly or indirectly affected by power failure, power surge, flood, fire, lightning, mudslide, vandalism, explosion, war, or other force majeure events;
Loss or damage of the Products occurring while in secondary transit.
