What warranty support covers
Warranty support is for eligible fittings and lighting components that show a fault linked to product quality, control settings or install related issues. It also covers technical questions after handover when you need clarity on dimming, scene control, colour temperature or output levels. If a fitting was specified for a coastal home in Umhlanga or a restaurant in Cape Town, we also consider the site conditions that can affect performance.
Support can include a remote review first, followed by site assistance where needed. We look at the full setup, not just one fitting, because a loose connection, incorrect driver setting or poor alignment can affect the whole effect. In many cases we can narrow it down quickly and avoid unnecessary disruption to trading hours.
Start your support request from the contact page
Clients should use the enquiry form on our contact page so we can log the issue properly and assign it to the right person. Please include the project address, the fitting location, a short description of the problem and clear photos if available. If the issue only appears at a certain time of day, or during load-shedding, mention that as well.
- Project name and suburb, for example Rosebank, Sandton or Midrand
- Type of space, such as shopfront, restaurant or home
- Any fault codes, flicker, dimming issues or uneven output
- Photos or a short video showing the problem in use
- Any recent work done near the lights, switches or controls
Once we have that information, we can advise on the next step and whether the matter falls within warranty support. A clear first report saves time and avoids repeated visits.
Checks we ask you to do before we visit
Before we arrange a site review, there are a few simple checks that often identify the cause. For example, make sure the wall switch, dimmer or control panel is in the correct setting and that the circuit is live. On some projects a building manager may have changed the timer, scene or power feed without realising it.
- Check whether the issue affects one fitting or several on the same circuit
- Confirm if the fault started after cleaning, repainting or other maintenance
- Look for visible damage, loosened trims or water ingress near exterior points
- Test whether the issue happens only during peak load or after an outage
In commercial spaces, especially where trading cannot stop, these checks help us decide if the fault can be solved remotely or if a site call is needed. It also helps us bring the correct tools and parts first time, which matters when time is tight.
How we handle eligible repairs and adjustments
If the issue is covered, we will confirm the corrective action and schedule the next step. This may involve re-focusing a fitting, replacing a faulty component, adjusting the control design or checking the installation point. For decorative lighting, a small shift in angle or height can make a big difference to how the space feels.
Where a visit is required, our team works with your access times and the operating hours of the site. We coordinate with the relevant people on site so the work is done safely and with as little interruption as possible. For restaurants and retail spaces, we often plan around opening hours or quieter trading periods.
When the warranty does not apply
Not every issue is a warranty claim. Damage caused by misuse, unauthorised alterations, poor site conditions or unrelated electrical faults may sit outside the original support terms. The same applies where water damage, impact damage or repeated power spikes have affected the fitting after handover.
We will still assess the matter and explain what can be done next. In some cases a replacement part, repair or reconfiguration is possible even if the issue is not covered as a warranty claim. If the problem comes from the building supply or an external control fault, we will say so clearly and recommend the right trade to investigate further.
Keeping your lighting performing well long term
Good lighting should hold its look and function for years if it is maintained correctly. We suggest periodic checks on exterior fittings, control gear and any areas exposed to dust, salt air or heat. In Gauteng and coastal areas alike, regular cleaning and inspection help prevent small faults from becoming bigger ones.
- Keep fittings clean and free from dust build-up
- Do not spray cleaners directly onto trims, lenses or control gear
- Report flicker, hum, colour shift or uneven output early
- Review dimming and scene settings after any electrical work on site
If you manage multiple sites, we can also help identify patterns across branches in Johannesburg, Pretoria, Cape Town or Durban. That makes it easier to plan maintenance and avoid repeated callouts.
