Warranty & After-Sales
Every fixture we build carries a structural and electrical warranty, and spare components are held after delivery. This page explains what is covered, what is not, and exactly how to make a claim so it is resolved quickly.
What the warranty covers
- Structure. Frame, arms, tiers, canopy, chain, rod and suspension hardware, and the joins between them.
- Electrical. Wiring, lamp holders, drivers and control gear supplied with the fixture.
- Finish defects. Plating, coating or lacquer faults that appear under normal interior conditions.
- Component defects. Crystal or glass components that are faulty as supplied.
What it does not cover
- Damage caused during installation by a third party, or by fixing to a structure that cannot carry the load.
- Damage in transit that is not reported in the delivery window.
- Consumables: lamps, bulbs and batteries.
- Cosmetic wear from cleaning with solvents or abrasives, or from outdoor or high-humidity installation where the fixture was not specified for it.
- Electrical faults caused by site wiring, incorrect voltage supply or an incompatible dimmer.
Returns
Eligible unused, non-custom products may be returned within 90 days. Custom-order change-of-mind restrictions do not affect defect remedies or your mandatory rights. Because bespoke fixtures are made to your drawings, change-of-mind returns on custom work are limited — which is why we invest so much in the approval stage before production begins.
How to make a claim
- Message us on WhatsApp or by email with your order number.
- Send photographs of the issue — one wide shot of the fixture, one close-up of the affected part, and one of the packaging if it is a transit issue.
- Tell us what you have already checked — for example, whether another lamp holder works, or whether the fault follows the driver or the fixture.
- We confirm the remedy: a replacement component, a replacement section, a repair instruction for your installer, or a return. Diagnostics by photo and video call usually avoid shipping a whole fixture back.
Spare parts and long-term care
Crystal and glass components are held in graded batches, so a replacement tier added later still reads as the same piece. Replacement components, suspension hardware and drivers are available after delivery — send a photograph of the part or the hardware list and we will identify it.
Care: dry, soft, lint-free cloth and gloved hands; no solvents, no abrasives; check the suspension hardware at service intervals on very large fixtures.
Report an issue or request a part
Send your order number and photographs. Most issues are diagnosed from photos the same day, and most remedies are a component rather than a return.
Contact after-sales on WhatsApp · airmorrowlighting@gmail.com