CLAREO After-sales Service
At CLAREO, customer support is a priority. Our dedicated after-sales service team is here to answer all your questions and provide you with quick and efficient assistance.
OUR ADVICE
Remember to keep the packaging of the purchased product (as well as the user manual) which is often required in case of return for repair or exchange by manufacturers.
CLAREO Technical Support assistance for all your broken products
Do you have a problem with a CLAREO product? Don't worry, we're here to help you! Our priority is to offer you a quick and effective solution for any issue encountered with our products.
Resolve your broken product issue
To resolve any issues related to a broken product, simply fill out our online support request form. This form allows us to collect all the necessary information to process your request quickly and efficiently.
Once submitted, our CLAREO After-Sales Service team will review your case and contact you as soon as possible to offer you a tailored solution. We make every effort to ensure that your experience with CLAREO is exceptional, even when faced with unexpected issues.
Don't forget to provide precise details as well as one or more photos of the defective product to speed up the process. Your satisfaction is our priority, and we are committed to resolving your problem as quickly as possible. Thanks to the technical expertise of our teams, we ensure high-quality support for each of your requests.
CLAREO Technical Support help for all your defective products
Are you experiencing an issue with a defective CLAREO product? Don't worry, we're here to provide you with all the necessary assistance! Your satisfaction is our priority, and we are committed to offering you the best possible support for any product failure issues.
Prior conditions for return (to be completed before warranty return)
Check the following points:
- Have the affected products and their power supply been installed correctly, particularly are they not surrounded by insulating materials in the false ceiling preventing their proper cooling?
- Is your electrical installation up to standard and free from parasitic overvoltages or other fluctuations that can damage electrical products?
- Has the installation been checked recently by a professional?
- Are the defective products still under warranty?
Operations to perform:
- When products have external power supplies, replace the power supplies of defective light sources with power supplies from working products to determine if the problem comes from the power supply or the light source.
- When products have internal power supply, mount the products in locations or products that work to verify that it is not a problem with connecting the products to the mains.
Parts warranty (excluding labor)
This warranty is provided by CLAREO for CLAREO brand parts and by the after-sales service network recommended and approved by the manufacturer for parts of other brands. It takes effect on the date of purchase of your product, with the invoice serving as proof.
This warranty covers the cost of defective parts and does not include labor. Shipping costs for returning parts are also the responsibility of the customer. The warranty period is mentioned on the product sheets.
Terms and Conditions:
The warranty does not cover:
- Damages involving third-party liability or resulting from intentional or fraudulent misconduct.
- Maintenance costs and repair of damage resulting from poor maintenance, use or installation not complying with the manufacturer's instructions or common practices, or performed by an unauthorized third party.
- Labor costs related to parts.
- The replacement of consumable parts and/or wear parts: batteries, fuses.
- Impacts, shocks, scratches, smoker's accidents or oxidation.
- Devices whose serial number has been made illegible, modified or removed.
- Damages originating from: malicious acts or external causes to the device (impact, fall, theft, sabotage); smoker's accident; use of energy, usage or installation not complying with manufacturer's instructions or common practices; lightning, fire, water damage, climate variation, power surge, or any risks covered by multi-risk home insurance or professional liability insurance; misuse, handling error; humidity leading to corrosion or oxidation. Attention, products designed to operate with a transformer must never be connected without a transformer. A product damaged by this connection error will not be covered under warranty.
- Aesthetic damages that do not impair the proper functioning of the device, unless said damages are the result of an event covered by the contract.
This warranty applies on the condition that the device is used in accordance with the purpose for which it was designed. It is not transferable under any circumstances.
Return Procedure
Once your return slip has been received, please follow the information for the return procedure available here.
