Warranty
5-Year Limited Warranty
Hexeli warrants this product to be free from defects in materials and workmanship under normal residential or commercial use for five (5) years from the date of original purchase. During the warranty period, Hexeli will, at its option, repair or replace any defective component free of charge. This warranty does not cover damage caused by improper installation, incorrect voltage, modification, misuse, accident, or normal wear (including gradual lumen depreciation). To make a claim, email support@hexeli.com with your order number and photos. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
What is covered
Manufacturing defects, LED bar failures and power supply faults occurring under normal use in accordance with the instructions, on the entire range, white and RGB alike.
How it works
The system is modular: in the event of a defect, the affected bar or component is replaced individually, without returning the whole installation.
A bar no longer lights up? In the vast majority of cases a pin is not fully seated: switch off the power, unplug the connector and push it back in firmly. If the problem persists, contact us.
What is not covered
- improper installation or incorrect electrical connection;
- incorrect supply voltage or a mains power surge;
- any modification of the product, wiring or connectors, including opening the tubes;
- use contrary to the instructions or direct exposure to the weather;
- impact or damage occurring after delivery;
- normal wear, including gradual lumen depreciation.
How to make a claim
Email support@hexeli.com with your order number and photos of the affected component. Reply within 24–48 business hours.
This guarantee is in addition to and does not affect your statutory rights. Detailed terms are set out in our Returns & Refund Policy.
