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Warranty Information
Luxapel Standard Limited Warranty
Luxapel Lighting (LUXAPEL) warrants to the customer that during the applicable warranty period, LUXAPEL will repair or replace products that are defective in materials or workmanship. The warranty period begins on the date of shipment to the customer.
| Product Type | Warranty Duration |
|---|---|
| Lighting Products (PRIMO, ZOBO) | 3 Years |
| Accessory & Control Products | 1 Year |
| Parts Repaired After Original Warranty | 120 Days from repair shipment |
What's Covered
- Defects in materials or workmanship
- Failure to operate per published specifications
- Manufacturing defects identified by Luxapel evaluation
- Repair or replacement at Luxapel's option
What's Not Covered
- Damage from accident, negligence, or misuse
- Unauthorized repair or alteration
- Acts of God, fire, flood, or earthquake
- Consumables: fuses, diffusers, color media
Returns & Repairs Process
- 1
Notify Luxapel
Contact us within 10 days of discovering a suspected defect at contact@luxapel.com or +1 (503) 928-6674. Valid proof of purchase is required.
- 2
Receive Authorization
Upon review, Luxapel will issue a Return Merchandise Authorization (RMA) number and provide return instructions.
- 3
Ship the Product
Prepay shipping of the product to Luxapel's factory or designated repair facility (FOB Luxapel factory). Collect shipments will not be accepted.
- 4
Repair or Replace
Luxapel will evaluate, repair, or replace the product and return it to you. Repairs may use re-worked or refurbished parts.
Frequently Asked Questions
How do I initiate a warranty claim?⌄
Contact us at contact@luxapel.com or call +1 (503) 928-6674 within 10 days of discovering a suspected defect. We will provide an RMA number and return shipping instructions. Valid proof of purchase is required.
Who pays shipping costs for warranty repairs?⌄
Costs of removal, shipping to and from Luxapel, and reinstallation are solely the responsibility of the purchaser. Freight terms are FOB Luxapel factory or designated repair facility. Collect shipments will not be accepted.
What is not covered by the Luxapel warranty?⌄
The warranty does not cover damage from accident, negligence, alteration, abuse, or misuse; unauthorized repair by non-Luxapel agents; acts of God; or consumable parts such as fuses, diffusers, and color media.
Can I get my product repaired out of warranty?⌄
Yes. If your product is out of warranty, we can evaluate it for paid repair. Contact us at contact@luxapel.com to discuss options. Out-of-warranty repairs carry a 120-day warranty on the repaired parts.
How do I set up DMX for the first time?⌄
Download our "Getting Connected – Basic First Time DMX and BLE Instructions" guide from the Resources page, or contact our technical support team for step-by-step assistance.
Can I use Luxapel lights with my existing DMX console?⌄
Yes. All Luxapel fixtures support standard DMX512 protocol and will work with any compatible DMX controller. For wireless operation, our W-DMX transmitters are compatible with the full PRIMO and ZOBO product lines.
Do Luxapel lights work with third-party wireless DMX systems?⌄
Luxapel supports LumenRadio CRMX and Wireless Solutions W-DMX systems. Check the specific product datasheet for wireless DMX compatibility details.
What is the lead time for ordering Luxapel products?⌄
Lead times vary by product and order size. Contact us directly at contact@luxapel.com or +1 (503) 928-6674 for current lead time and pricing information.
Still have questions?
Our technical team is standing by. Reach out for personalized support, warranty assistance, or a free consultation.