CLAREO after-sales service
At CLAREO, customer support is a priority. Our dedicated after-sales team is here to answer all your questions and provide fast, effective assistance.
OUR ADVICE
Remember to keep the packaging of the product you purchased (as well as the user manual), as manufacturers often require them when a product is returned for repair or replacement.
Help from CLAREO Technical Support for all your broken products
Having a problem with a CLAREO product? Don’t worry, we’re here to help! Our priority is to provide a fast, effective solution to any issue you encounter with our products.
Resolve an issue with a broken product
To resolve an issue with a broken product, simply fill out our online support request form. The form lets us gather all the information we need to handle your request quickly and effectively.
Once you submit the form, our CLAREO after-sales team will review your case and contact you as soon as possible to offer a suitable solution. We do everything we can to make your experience with CLAREO exceptional, even when the unexpected happens.
Remember to provide precise details and one or more photos of the faulty product to speed up the process. Your satisfaction is our priority, and we’re committed to resolving your issue as quickly as possible. Thanks to our teams’ technical expertise, we ensure quality support for every request.
Help from CLAREO Technical Support for all your defective products
Having a problem with a faulty CLAREO product? Don’t worry: we’re here to give you all the help you need! Your satisfaction is our priority, and we’re committed to providing the best possible assistance with any product failure.
Steps to take before returning a product under warranty
Check the following:
- Were the affected products and their power supplies installed correctly? In particular, are they free of insulating materials in the suspended ceiling that could prevent proper cooling?
- Does your electrical installation meet applicable standards, and is it free from voltage surges or other fluctuations that could damage electrical products?
- Has the installation been inspected by a professional recently?
- Are the faulty products still under warranty?
Steps to take:
- If the products have external power supplies, replace the power supplies of the faulty light sources with those from working products to determine whether the problem lies with the power supply or the light source.
- If the products have internal power supplies, install them in locations where other products work to check whether the problem is caused by their connection to the electrical supply.
Parts warranty (excluding labor)
This warranty is provided by CLAREO for CLAREO-branded parts and by the manufacturer’s recommended and authorized after-sales service network for parts from other brands. It takes effect on the date you purchase your product, as shown on the invoice.
This warranty covers the cost of defective parts and does not include labor. The customer is also responsible for the shipping costs of returning parts. The warranty period is stated on the product pages.
Terms:
The warranty does not cover:
- Damage for which a third party is liable or that results from an intentional or fraudulent act.
- Maintenance costs and repairs for damage resulting from poor maintenance, from use or installation that does not comply with the manufacturer’s instructions or standard practices, or from work performed by an unauthorized third party.
- Labor costs associated with the parts.
- The replacement of consumable parts and/or wear parts: cells, batteries, and fuses.
- Knocks, impacts, scratches, smoking-related accidents, or oxidation.
- Devices whose serial number has been made illegible, altered, or removed.
- Damage caused by: malicious acts or a cause external to the device (impact, dropping, theft, sabotage); smoking-related accidents; use of a power source, operation, or installation that does not comply with the manufacturer’s instructions or standard practices; lightning, fire, water damage, climate variations, power surges, or any risks covered by comprehensive home insurance or professional liability insurance; improper use or handling errors; or moisture causing corrosion or oxidation. Please note: products designed to operate with a transformer must never be connected without one. A product damaged by this connection error will not be covered by the warranty.
- Cosmetic damage that does not impair the device’s proper operation, unless the damage results from an event covered by the contract.
This warranty applies provided the device is used for its intended purpose. It is not transferable under any circumstances.
Return procedure
Once you receive your return authorization, please follow the return procedure instructions available here.
