Warranty Overview

Before any warranty claim can be processed, please have a site visit completed by your maintenance team or electrician to diagnose the issue. In many cases a fixture not operating will be due to a power issue such as a tripped breaker, wiring short, blown fuse, or faulty contactor. This warranty covers failure of fixtures, not electrical service to fixture. The property manager is to treat any and all requests as a “service call” until it is found to be warranty. Client is responsible for all fees incurred until such time issue is determined as a warranty claim.

Warranty Procedure

Step 1: Property Manager verifies that the issue is a warranty item and not an issue with the electrical system. At a minimum, it must be confirmed by a technician that there is proper voltage to the fixture.

Step 2: If the issue is confirmed to be a warranty issue, please submit a warranty request to On‐Site Lighting & Survey, LLC’s Warranty Department via web form here. The completed warranty request form should be accompanied with evidence of the failure including a description from the electrician or maintenance team and/or a picture and a completed site map of the property with the outages circled. Until On‐Site Lighting & Survey LLC has deemed claim is warranty, client is responsible for any and all fees incurred for service call.

Step 3: Warranty Department receives the request and responds with an e‐mail confirming receipt within 2 business days. The Warranty Department then determines if the product is covered under the warranty.

Step 4: Once the request is reviewed, if approved by On‐Site Lighting and the manufacturer, replacements parts will be shipped based on manufacturer’s availability. On‐Site Lighting will email regarding shipment of replacement parts with tracking information. If not approved, the rationale will be provided.

Step 5: In many cases, the Warranty Department will also issue a Returned Material Authorization (RMA) requesting the failed component or fixture to be returned to the manufacturer*. Unless directed by On‐Site Lighting that an RMA is not necessary, all parts will need to be returned to the manufacturer. The Property Manager or their representative will then ship the product to the manufacturer, using the provided prepaid shipping label. If parts are not returned, client will be charged via an invoice.

Step 6: Tracking and information regarding replacement material will be provided through an e‐mail confirmation. It is the responsibility of the party who submitted the claim to notify On-Site Lighting and the property owner that the claim has been resolved once material has been installed or the issue has been corrected.

*In some cases, the manufacturer may require the return of a failed component/fixture before issuing a replacement.

Examples of what may or may not be warranty issues:

Example 1: If your Maintenance Team finds that the driver in the fixture is bad or LED bars are out and need to be replaced – these parts would be covered under the warranty.

Example 2: If your Maintenance Team finds there is a short in the power running to the pole or other power issues – this is not covered under the warranty.

Example 3: Fixtures that have been removed, tampered with, or are just missing are not covered under warranty.

If you have questions or need special assistance, please contact us at warranty@onsitelighting.com or call 763-684-1548