Warranty Claims

Warranty claims for commercial lighting projects

Quick answer: Stars and Stripes Lighting routes warranty claims through a documentation-first intake process. To accelerate resolution, we request the order/PO reference, product identification/configuration, issue description and timeline, photos of labels and installation context, and controls details when applicable. This allows the issue to be triaged correctly (product, controls, installation, or environment) and routed to the appropriate resolution path with minimal back-and-forth.

Thorough overview: If you’re coordinating a commercial order end-to-end (quote → documentation → shipping → closeout), start with the Commercial Project Support hub for the full workflow and the right next page based on your issue.

Planning note: Many “warranty” tickets start as selection or application-fit issues (wrong optic/distribution, incorrect mounting-height assumptions, controls mismatch, or rating mismatch). If you’re still finalizing specification choices—or if the field issue seems tied to controls, layout, or environment—these buying guides help confirm fit before rework:

How warranty claims work

Commercial warranty handling is fastest when a claim is structured like a project issue: identify the product, confirm configuration, document the condition, and capture controls/installation context. This prevents misrouting and avoids repeated information requests.

  • Intake: collect claim details and documentation.
  • Triage: determine whether the issue is product-related or driven by controls, wiring, environment, or configuration.
  • Routing: route the claim to the correct resolution path based on manufacturer requirements.
  • Resolution: replacement/repair guidance or additional verification steps as required.

Where buying guides help: If the issue appears to be performance-related (coverage gaps, glare, inconsistent brightness, or mismatch to the task), confirm the application assumptions first. These guides reduce repeat failures by aligning selection to use-case:

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How to submit a warranty claim

Email the claim to support and include the order reference in the subject line. This is the fastest path for correct routing and documentation matching.

  • Email: support@starsandstripeslighting.com
  • Subject format: “Order/PO #### — Warranty Claim”
  • Include: order/PO reference, ship-to city/state, product ID/configuration, issue description, and photos (see checklist below)

Note: Warranty processing requirements can be manufacturer-specific. Providing complete documentation upfront reduces delays.

Helpful context (optional): If the claim is tied to layout assumptions, distribution selection, or mounting-height changes, reference the applicable buying guide in your email so we can route it correctly:

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What we need to route a claim fast

Provide the items below. If a field is not applicable, state “N/A.”

Warranty claim intake checklist showing the information needed to route a claim fast: order or PO and ship-to location, product ID and configuration including wattage CCT optics and voltage if applicable, issue description and timeline, photos of the label and installed context, and controls context including dimming sensors and recent changes.
Include the order reference, product identification, label/installation photos, and controls context so the claim can be routed without delays.
  • Order reference: PO/order number and ship-to city/state
  • Product identification: SKU/part number and quantity affected
  • Configuration details: wattage/CCT/optics/voltage (if selectable or specified)
  • Issue description: symptom and how it presents
  • Timeline: install date (if known), date issue began, and whether it is intermittent or constant
  • Photos: product label/serial (if present), installation context, and any visible damage
  • Controls context (if applicable): dimming method, sensor type(s), controls model(s), and any recent changes

Photo list (what helps most)

  • Label close-up: SKU/part number and any serial/date codes
  • Installed view: fixture in place showing mounting and environment
  • Wiring/controls view: driver label, control wiring, sensor/controller model labels (when applicable)

Operational tip: A single clear label photo and one installed-context photo often prevent multiple follow-up requests.

Buying guide tie-in: If the claim involves coverage, glare, or “not bright enough,” include the original selection basis (mounting height, spacing intent, distribution/beam angle). These references help confirm whether the issue is selection vs. defect:

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Triage: product vs controls vs installation vs environment

Not every field issue is a product defect. Triage ensures the claim is routed correctly and resolved faster.

Warranty triage decision map showing issue reported and routing into product controls installation or environment categories, with example symptoms under each to guide professional claim triage and prevent misrouted claims.
Triage routes the issue to the correct category—product, controls, installation, or environment—so the right verification and resolution path starts immediately.

Product-related (potential warranty path)

  • Complete failure or repeatable malfunction under normal conditions
  • Driver/LED module issues documented with label/configuration

Controls-related (requires controls context)

  • Flicker, dimming instability, dropout at low levels, or intermittent behavior
  • Recent control changes, sensor commissioning changes, or mixed dimming protocols

Installation-related (verification often required)

  • Wiring faults, incorrect voltage tap, miswired dimming leads, loose connections
  • Incorrect mounting leading to overheating or environmental ingress

Environment-related (ratings verification)

  • Exposure outside rating: wet/damp/dust/chemical environments
  • Heat, vibration, washdown, or coastal corrosion conditions requiring specific ratings

Why this matters: Accurate triage reduces cycle time by preventing the claim from bouncing between channels.

Prevention references: If the issue traces back to application-fit (beam angle/distribution, mounting height, glare/trespass), these guides help verify the correct approach for the space:

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Common issues and prevention

These items reduce warranty friction and prevent avoidable service events.

  • Confirm dimming compatibility: match dimming method (0–10V, phase-cut, etc.) to driver and controls.
  • Verify environment ratings: wet/damp/dust conditions must match the fixture rating.
  • Document configuration: lock wattage/CCT/optics settings for selectable products and record the approved configuration.
  • Protect receiving records: keep order references and documentation packet for faster claim matching.

Selection prevention (where problems start): If your team is still finalizing fixture type, distribution, or beam angle, these buying guides reduce “repeat issues” by aligning selection to real task conditions:

Closeout for Commercial Lighting Projects explains how clean turnover documentation supports faster warranty routing.

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Timelines and expectations

Warranty timelines vary by manufacturer and the completeness of claim documentation. Our objective is fast routing, clear next steps, and minimal back-and-forth.

  • Response target: we aim to acknowledge and route complete claims within 1 business day.
  • Incomplete claims: missing labels/photos/controls context commonly delays routing.
  • Manufacturer processing: resolution steps and timelines can vary by product and policy requirements.

Expectation setting: The fastest outcomes occur when the claim includes the order reference, label photos, and controls/installation context (when applicable).

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Frequently asked questions

What information do you need for a warranty claim?

At minimum: order/PO reference, SKU/part number, configuration details when applicable, issue description and timeline, and photos of the label and installation context. Controls details are required for dimming or sensor-related issues.

Do you need photos?

Yes. Label and installed-context photos are commonly required for manufacturer routing and can materially reduce resolution time.

Is flicker always a warranty issue?

Not always. Flicker and dimming instability are often tied to control compatibility, wiring conditions, or settings. Providing controls context helps route the issue correctly.

How do we submit a claim?

Email support@starsandstripeslighting.com with “Order/PO #### — Warranty Claim” in the subject line and include the checklist items above.

Which buying guide should we reference if the issue seems like “wrong application” vs. defect?

Use the guide that matches the space so mounting height, distribution/beam angle, and selection assumptions can be checked first:

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If your warranty issue involves shipping damage/shortage, missing documentation, or a project closeout packet, use these pages to route the request correctly. For the full workflow overview, start with the Commercial Project Support hub.

Specification and planning guides: If the issue is related to selection assumptions (mounting height, distribution/beam angle, or compliance fit), these guides help validate the correct approach:

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