Warranty Policy

Effective date: 6 November 2026

1. Who provides the warranty Product warranties are supplied by the manufacturer, seller or other provider identified in the accepted order and warranty document. Professional workmanship obligations belong to the engaged professional or contractor under the appointment and law. Lighthouse does not issue a universal product or workmanship warranty merely by listing or verifying a provider. If Lighthouse expressly supplies a warranty in a specific contract, that written scope applies alongside non-excludable rights.

2. Information before purchase The seller must identify warranty provider, covered product/variant, duration and start event, territory, exclusions, proof required, claim channel and available remedy. Disclose installation, registration and maintenance requirements that materially affect a voluntary warranty before acceptance. A “manufacturer warranty” claim requires a genuine supply chain and valid coverage for the location. Do not advertise protection that the customer cannot practically claim.

3. Making a claim Contact the seller or specified warranty provider and, if help is needed, Lighthouse’s grievance channel. Supply the order/invoice reference, model/serial or batch number where available, description of the defect and proportionate evidence. Keep proof of purchase and stop using an item if unsafe. Do not undertake unsafe dismantling to obtain evidence. Inspection or a qualified service visit may be appropriate; communicate any proposed charges and responsibility before the visit.

4. Assessment and remedy The responsible provider assesses whether repair, replacement, refund or another lawful remedy is appropriate under the contract and law. The customer should receive a case reference, next step and expected timetable. Transport, removal, reinstallation and labour costs must be allocated transparently according to the accepted terms and mandatory rights. Do not add previously undisclosed fees to defeat a valid claim. A voluntary warranty may exclude genuine misuse or unauthorised modification where lawful, but exclusions must be relevant and substantiated. A missing optional registration, opened packaging or platform “Completed” status does not automatically remove statutory defect rights.

5. Lighthouse assistance and recalls Lighthouse may route evidence and help coordinate the claim; that does not release it from responsibility for its own service or misleading statements. Sellers and manufacturers must cooperate with lawful complaints and recalls. Safety recalls may require a stop-use instruction, tracing affected batches, notifying customers and arranging remedy. Such action is not confined to a voluntary warranty period where law requires it.

6. Relationship with returns and refunds Change-of-mind returns, delivery damage, incorrect goods and warranty defects may follow different procedures. The Returns & Replacement and Refund Policies apply to their respective remedies. Nothing in this policy reduces mandatory consumer or product-liability rights.

7. Warranty record and scope The order record should identify the warrantor’s legal name, product/model and serial or batch number, warranty territory, duration and starting event, covered defects, exclusions, claim channel, service location and any lawful registration condition. Give the buyer the warranty terms in a form they can retain. Product, finish, component, installation and workmanship warranties may have different providers and periods. Identify those differences before purchase. A seller must not advertise the longest component warranty as though it covers the whole system.

8. Claim assessment and evidence A claim should include reasonable proof of purchase, product identification, symptoms, installation date where relevant and safe photographs. An original invoice can assist, but alternative reliable evidence must be considered where law requires. Do not demand an unsafe dismantling or intrusive video solely to open a case. A technician’s assessment should distinguish manufacturing defect, transport damage, installation error, misuse, ordinary wear and environmental conditions, with reasons. A supplier cannot reject every claim under a generic “installation issue” label without relevant evidence. Do not continue using a product that presents a credible electrical, structural, fire or health risk. Preserve the product where safe and await competent instructions. An urgent safety complaint must enter the recall/incident process rather than wait in an ordinary warranty queue.

9. Remedies and associated costs The responsible party must explain whether repair, replacement, refund or another remedy is available under law and the applicable warranty. Where a repair is attempted, document the work, parts, date and continuing coverage. Repeated ineffective repairs must not be used to postpone a remedy indefinitely.

Before arranging service, state who pays inspection, collection, transport, removal, reinstallation and replacement consumables. Costs arising from a confirmed defect must be allocated under applicable law; a seller’s reimbursement dispute with a manufacturer is not automatically the buyer’s burden. A replacement’s model, condition and warranty treatment must be clear. Do not provide an inferior refurbished substitute as a new replacement without lawful disclosure and agreement. Discontinued goods require a lawful equivalent or monetary remedy where applicable.

10. Exclusions and preservation of rights Warranty exclusions must be relevant, understandable and disclosed. An unrelated modification or missing packaging must not automatically defeat every claim. A valid exclusion of accidental damage does not remove a claim for a separate original defect. The end of a manufacturer warranty does not necessarily end statutory consumer rights. Neither a “Completed” order nor a standard acceptance receipt waives a latent defect. Any negotiated business limitation remains subject to mandatory product-liability and other non-excludable duties.

11. International warranty and consumer guarantees Cross-border sellers must state whether the manufacturer’s commercial warranty is valid and serviceable in the destination. “International warranty” requires evidence of actual coverage, contact routes and costs. Where EU consumer law applies, legal conformity rights against the seller are distinct from an optional manufacturer guarantee, with the applicable minimum legal period and any longer national protection preserved. UK statutory quality and remedy rights continue regardless of an optional warranty. Australian consumer guarantees cannot be displaced by warranty wording and do not simply expire at the manufacturer’s stated period. For other countries, identify local mandatory remedies and the actual service network before accepting orders. The governing-law clause does not make an India-only service arrangement adequate for every global sale.

12. Warranty entitlement and documents A warranty record should identify the warrantor, covered model and serial or batch details where applicable, start event, duration, territory, covered defects, exclusions and claim channel. Where installation or registration affects a voluntary warranty, those requirements must be disclosed before purchase and must not be represented as removing mandatory rights. The purchaser should retain available invoices, delivery records, product labels and installation documents. If a document is missing, the responsible party should consider other reliable proof of purchase or entitlement where appropriate. Absence of original packaging alone must not defeat a remedy required by law.

13. Diagnosis and inspection The warrantor or seller should explain the proposed diagnostic steps, who performs them, whether site access is required and any lawful potential charge before it is incurred. Remote photographs may assist but may be insufficient for concealed defects. Inspection must be proportionate and must not expose the user to unnecessary electrical, lifting or plumbing risk. A rejection should identify the defect found, the evidence relied upon and the relevant term or legal basis. An assertion of “misuse” without a meaningful explanation is insufficient for a reasoned decision. Where the cause is uncertain, the parties should consider a competent independent assessment and agree any cost allocation without limiting statutory rights.

14. Repair and replacement performance An approved repair should identify the work, expected timetable and any necessary temporary precautions. Replacement must be suitable under the applicable remedy, with material differences disclosed and accepted where required. A lower specification, different finish or refurbished unit must not be silently substituted. Repeated unsuccessful repair, unreasonable delay or a major defect may create further rights under applicable law. A commercial warranty process cannot require endless repair attempts where the law provides another remedy. Time spent awaiting a remedy must be considered when applying the relevant warranty and statutory framework.

15. Removal, reinstallation and associated expenses Where a product is built into a site, the parties must identify responsibility for inspection, removal, transport, reinstallation and consequential making good. Allocation follows the accepted lawful terms and mandatory remedies; a blanket statement that all labour is excluded cannot override a non-excludable entitlement. The user should seek approval for avoidable extraordinary expenses where reasonably possible. Emergency action necessary to prevent harm should be documented and assessed on its facts. Disagreement over a manufacturer's reimbursement must not be used to deny a seller's independent legal duty.

16. Separate product and workmanship warranties A manufacturer's product warranty does not automatically cover installation workmanship, and an installer's workmanship promise does not replace the manufacturer's obligations. The order should identify each provider and claim route. Where cause is disputed between them, the user should receive coordinated assistance rather than being sent indefinitely between parties. Lighthouse provides a warranty only where it expressly undertakes one for its own goods or services. Facilitation of a claim does not make Lighthouse the manufacturer; equally, the platform's role does not remove responsibility for a warranty or representation it actually made.

17. Transfer, discontinuation and support continuity The terms should state whether a voluntary warranty transfers to a subsequent owner and any lawful conditions. Product discontinuation does not automatically end existing obligations. If parts or an identical replacement are unavailable, the responsible party must consider the lawful alternative remedy. A seller leaving Lighthouse does not extinguish claims on its past supplies. Available claim records and contact information should remain accessible through an appropriate route, subject to privacy and retention requirements. Account deletion must not be made a condition for receiving warranty assistance.