Returns, Exchanges & Warranty Claims

Alcon Lighting customers may return any non-assembled and unused item(s), in original packaging, within 14 days of receiving the original shipment. Customers are responsible for applicable return shipping charges. Customers must return the item(s) within 10 days of the issued Return Merchandise Authorization (RMA) number. Please allow 3-5 business days for the processing of a refund. Customers can cancel for a full refund within 24 hours from the time they place their order. Any cancellation after production has started is subject to a restocking fee. It is the customer’s responsibility to ensure the accuracy of their product selection and information when placing orders. For phone orders, customers must check their email receipt for accuracy within 24 hours of placing the order. Please note that special terms apply to products that are built-to-order.

Please note that due to customs, shipping, and duty fees, we are unable to accept returns on any Canadian orders. All orders shipped to Canada are final sale.

It is the customer’s responsibility to check all products for order specifications upon receipt and before installation. If you have received an item that does not appear to be the item you have ordered, or match the specifications of your order, please contact our customer service department within 24 hours of receiving the order. Our customer service department will facilitate the return and replacement of your order. Receiving the replacement is dependent on the return of your original order and the relevant assembly time. If you would like to expedite the process, you may place a separate order. Once we receive your original order, we will issue all applicable refunds or credits.

Alcon Lighting provides a range of specification-grade, made-to-order products that may be non-returnable or subject to a restocking fee. For restocking fee percentages or to determine if a product is eligible for return, please check the product page for the return policy and restocking fee.

We understand that a product may be damaged during transit. Please inspect all packages upon delivery. If you receive a damaged package from UPS, FedEx, USPS, or DHL, please inform us within 24 hours. Be sure to include photos of the damaged boxes and affected light fixtures, as claims without documentation won’t be accepted by the carrier. After your submission, please allow Alcon Lighting 3-7 business days to file a claim on your behalf and work to resolve the issue with the carrier.

For large items delivered by pallet or private trucking, it’s the customer’s responsibility to inspect the delivery carefully upon receipt. If you sign for a delivery without noting “damage,” you assume responsibility for any damaged merchandise. If the products appear to be significantly damaged, please refuse delivery. Additionally, inform our customer service department about the refusal so we can track it and anticipate the return, which will help speed up the replacement process.

Alcon Lighting products must be installed by licensed professionals. Proof of professional installation, including the installer's license number, may be required when submitting a warranty claim. Installation by an unlicensed individual may void this warranty.

To ensure your product warranty remains valid, all installations must be performed by a qualified, licensed electrician in accordance with applicable electrical codes and installation instructions. Improper installation, including but not limited to, incorrect wiring, use of incompatible components (see below), or failure to adhere to provided instructions, will void warranty coverage.

While we provide detailed technical specifications for our products, it is the sole responsibility of the electrician and/or system designer to verify compatibility with all other components in the intended system. This includes, but is not limited to, ensuring proper voltage, current, control systems (dimmers, sensors, etc.), and environmental compatibility (e.g., operating temperature, humidity). We strongly recommend testing all components together prior to final installation to confirm proper functionality and avoid damage to the lighting fixtures or other system elements. Our technical specifications are available on our website [link to specs page]. We do not provide an exhaustive list of compatible components, as system design and integration are beyond the scope of our product warranty.

We highly recommend that the electrician test each lighting fixture immediately upon receipt and before installation to ensure it is functioning correctly. Any defects discovered at this stage should be reported to us immediately for replacement. We are not responsible for costs associated with removing and reinstalling fixtures due to defects discovered after installation.

All our products come with a three-year limited warranty against defects in materials and workmanship from the date of purchase. Extended warranties (five-year and ten-year options) are available for purchase. This warranty does not cover damage caused by improper installation, misuse, neglect, acts of God, or unauthorized modifications.

If a claim arises from a product built by a third-party contract manufacturing partner, the manufacturer or service provider of that specific item is entirely responsible for all related costs. While Alcon Lighting may, as a courtesy and if available, provide assistance with warranty claims for third-party products or furnish copies of applicable manufacturer warranties, this does not create any obligation for Alcon Lighting to do so.For warranty assistance with third-party components, or to obtain copies of the applicable manufacturer's warranty, please contact an authorized Alcon Lighting representative or initiate a warranty claim here.

Subject to the exclusions set forth below, Alcon Lighting, Inc. (“Alcon”) warrants its LED/OLED fixtures, including the LED arrays and the drivers and integral control devices (“Product(s)”) to be free from defect in material and workmanship for a period of three (3) years from the date of shipment from Alcon’s facilities (the “General Warranty”). For Products with embedded ultraviolet (UV) based devices that are not separable from the fixture(s), this Limited Warranty shall apply to both the UV based devices and the Products, but the Warranty Period shall be reduced to two (2) years from the date of shipment from Alcon’s facilities. Alcon further warrants that, for one (1) year, the functionality of the firmware embedded in the Product(s) (“Product Firmware”) will conform in all material respects to the Product documentation available at the start of the warranty period. The LED arrays in the Product(s) will be considered defective in material or workmanship only if a total of 10% or more of the individual light emitting diodes in the Product(s)fail to illuminate. For installed Rough Service Product(s), Alcon warrants that, for the lifetime of the Product(s), the polycarbonate lens and/or polycarbonate housing will withstand breakage resulting from occasional physical abuse and rough handling (the “Rough Service Warranty”), notwithstanding the vandalism exclusion set forth below. This Limited Warranty only covers Product function and does not cover existing building systems and/or network performance of any Product(s) or re-programming or field adjustments of any Product(s) done by anyone that has not been authorized or certified in writing by Alcon. Alcon does not warrant the security of any Product(s). Product(s)that are identified by Alcon as requiring on-site commissioning will only be covered by this Limited Warranty if commissioned by Alcon authorized personnel. Warranty coverage shall not apply to any equipment or integration services of another manufacturer used in conjunction with Alcon Product(s) or where Alcon-authorized cables are not used. This Limited Warranty only applies to the Product(s) when sold for commercial purposes and does not apply to residential product(s) provided by Alcon, all of which are governed by separate limited warranty terms. Except as otherwise set forth herein, ballasts, lamps, emergency batteries/inverters, vandal resistant product, poles, replaceable consumables (such as batteries), computer hardware, mobile computing devices, third party gear, commissioning systems, and components specified by others are excluded from this Limited Warranty. Ultraviolet(UV) based devices that are separable from the Product (s) are warranted separately; and the terms of such warranties are located at https://www.alconlighting.com/warranty Manufacturers of third-party ballasts, lamps, emergency batteries/inverters and poles incorporated into the Product(s) are solely responsible for any costs or expenses related to any claims, repairs,or replacements associated with any such component(s). Applicable manufacturers shall be solely responsible for the costs related to any claims associated with any such third-party devices. Assistance with warranty claims for any such component(s), and/or copies of each applicable manufacturer’s warranty, if available, may be obtained from an authorized Alcon post-sales or customer service representative. Controls products are warranted separately and are not covered by this Limited Warranty.

Additionally, software (other than firmware), mobile apps, commissioning services, installation services, remote programming, and other professional services are excluded from this Limited Warranty. Services provided by Alcon are warranted separately; and the terms of such warranties are located at https://www.alconlighting.com/warranty. Applicable third-party service providers are solely responsible for the costs related to any claims associated with any such third party services. Access to software and mobile apps associated with the Product(s) may be subject to the terms of an End-User License Agreement or Terms and Conditions of Use (“EULA”) and, if applicable, warranty terms applicable for such software and mobile apps are set forth in the applicable EULA. This Limited Warranty applies only when the Product(s) are installed in applications in which ambient temperatures are within the range of specified operating temperatures. Alcon will not be responsible under this Limited Warranty for any failure of the Product(s) thatresults from external causes such as: acts of nature, including but not limited to harmonic oscillation/winds, ice, or other related storm activity; physical damage; exposure to adverse or hazardous chemical or other substances; use of reactive cleaning agents and/or harsh chemicals to clean the Product(s);external site conditions, including but not limited to: accumulation of debris (natural or otherwise), heavy tree cover, cellular, satellite or radio interference; environmental conditions, including but not limited to: exposure to harsh, corrosive, non-condensing humidity conditions, marine or humidity conditions; vandalism; terroristic acts; fire; power failure, overheating, improper power supply, power surges or dips, and/or excessive switching; induced vibration; harmonic oscillation, or resonance associated with movement of air currents around Product(s); animal or insect activity; fault or negligence of purchaser, any end-user of the Product(s) and/or any third party not engaged by Alcon; improper or unauthorized access, use, installation, handling, storage, alteration, removal of components, testing, troubleshooting, maintenance or service; removal or interference with the tamper proof label indicating unauthorized opening of the unit; any housing, arm or gasket pierced for any reason ; failure to abide by any product classifications or certifications; failure to comply with any applicable standards, codes, recommendations, product specification sheets, or instructions of Alcon; failure of the end-user to provide full and complete requested data; use of the Product(s) with products, processes or materials supplied by any end-user or third party; or any other occurrences beyond Alcon’s reasonable control. Alcon also will not be responsible under this Limited Warranty for any substantial deterioration in the Product finish that is caused by failure to clean, inspect, or maintain the finish of the Product(s). If the Product(s) are used on existing foundations, roofs, buildings, anchorages or structures, the end-user is solely responsible for the structural integrity of such existing foundations, roofs, buildings, anchorages or structures and all consequences arising from their use. Adequate records of operating history, maintenance, and/or testing (as applicable) must be kept by the end-user and provided to Alcon upon request to substantiate that the Product(s) have failed to comply with the terms of this Limited Warranty. Neither polycarbonate nor acrylic material used in the Products is warranted against yellowing or cracking, as yellowing and/or cracking may naturally occur over time due to normal aging. The Product(s) are not warranted against: cosmetic problems or defects that result from normal wear and tear under ordinary use and that do not affect the performance or use of the Product(s); nor are the Products warranted against costs that may be incurred in connection with changes or modifications to the Product(s) required to accommodate site conditions and/or faulty building construction or design; or failures of Alcon Product(s) resulting from installation or use of aftermarket third party supplied products, components, materials, software, services, telecommunications equipment, networks or the Internet. Alcon does not warrant that the Product(s) meet the applicable project requirements for performance, legality, safety, security, suitability, or effectiveness for use in a particular application. In no event will Alcon be responsible for any loss resulting from any application in which the Product(s) are used including any fines or penalties resulting from illegal use. Modifications/upgrades to Product Firmware that may be required to address changes in laws or regulations are outside the scope of this Limited Warranty. Product Firmware modifications/upgrades that result in changes to functionality to the Product are also outside the scope of this Limited Warranty.

The determination of whether any Product(s) fail to comply with the terms of this Limited Warranty shall be made by Alcon in its sole discretion, with consideration given to the overall performance of the Product(s) as compared to the expected performance per the applicable spec sheet. If the Product(s) are within the Warranty Period, Alcon has received payment in full for the Product(s), and Alcon determines to its satisfaction that the Product(s) fail to comply with the terms of this Limited Warranty,Alcon,at its option,will (a)with respect to defects in material and workmanship service,repair or replace the Product(s) with the same or a functionally equivalent Product(s) or component part(s), which may differ in appearance from the original or (b) with respect to non-conformances of the Product Firmware, will make available for installation a patch to be installed by the end-user within a commercially reasonable time frame to remedy the non-conformance. If the patch is not installed within a commercially reasonable time frame, the Limited Warranty will no longer apply with respect to such non-conformances. Alcon reserves the right to utilize new, reconditioned, refurbished, repaired, or remanufactured Product(s) or parts in the warranty repair or replacement process. For purposes of clarity,this Limited Warranty does not include any removal, commissioning, programming, or reinstallation costs or expenses, including without limitation any labor costs, equipment or other expenses required to remove and/or reinstall original or replacement Product(s) and/or parts. This Limited Warranty extends only to the Product(s) as delivered to, and is for the sole and exclusive benefit of, the original end -user of the Product(s) at the original location. This Warranty may not be transferred or assigned by the original end-user. The repair or replacement of any Product(s) or component part within the Product(s) is the sole and exclusive remedy for failure of the Product(s)to comply with the terms of this Limited Warranty and does not extend the Warranty Period. Warranty claims regarding the Product(s) must be submitted in writing within thirty (30) days of discovery of the defect or failure to an authorized Alcon post-sales or customer service representative. Product(s) or component part(s) may be required to be returned for inspection and verification of non-conformance by Alcon, but no Product(s) or component part(s) will be accepted for inspection, verification or return unless accompanied by a “return authorization number” which can be obtained only from an authorized Alcon post-sales or customer service representative. Alcon is not responsible for any costs, expenses, or damages that may occur in connection with shipment of Product(s) to Alcon, but Alcon shall bear all cost and expense incurred in connection with shipment of replacement Product(s) to the end-user so long as Alcon has sole control over all aspects of shipment, including but not limited to Alcon shipping directly to the end-user. In no event will Alcon accept any other charges related to shipment by any other party. Replacement Product(s) and/or parts provided under the terms of this Limited Warranty are warranted for the remainder of the Warranty Period as if such Product(s) and/or parts were the original components. THE FOREGOING WARRANTY TERMS ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, AND ALCON EXPRESSLY DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, RELATING DIRECTLY OR INDIRECTLY TO THE PRODUCT(S),WHETHER ORAL,WRITTEN, OR ARISINGBYCOURSEOFDEALINGORUSAGEOFTRADE,INCLUDING ,WITHOUT LIMITATION, ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. NO AGENT,DISTRIBUTOR OR OTHER SUPPLIER OF ALCON PRODUCTS HAS THE AUTHORITY TO MODIFY OR AMEND THIS WARRANTY WITHOUT EXPRESS WRITTEN AUTHORIZATION FROM ALCON. The total liability of Alcon on any and all claims of any kind, whether in contract, warranty, tort (including negligence), strict liability or otherwise, arising out of or in connection with, or resulting from, Alcon’s performance or breach of this Limited Warranty, or from Alcon’s sale, delivery, resale, repair, or replacement of any Product(s) or the furnishing of any services, shall in no event exceed the purchase price allocable to the Product(s) that give rise to the claim, and any and all such liability shall terminate upon the expiration of the Warranty Period specified above. Alcon shall not be liable for damages caused by any delays involving warranty services. IN NO EVENT SHALL ALCON BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, ARISING OUT OF THE SALE OR PERFORMANCE OF ANY PRODUCTS OR SERVICES, OR ANY BREACH OF WARRANTY OR OBLIGATIONS UNDER WARRANTY EVEN IF INFORMED OF THE POSSIBILITY OF SUCH DAMAGES, WHETHER AS THE RESULT OF BREACH OF CONTRACT, WARRANTY, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR ANY OTHER THEORY, INCLUDING WITHOUT LIMITATION LABOR OR EQUIPMENT REQUIRED TO REMOVE AND/OR REINSTALL ORIGINAL OR REPLACEMENT PARTS,LOSS OF TIME, PROFITS OR REVENUES, LACK OR LOSS OF PRODUCTIVITY, INTEREST CHARGES OR COST OF CAPITAL, COST OF SUBSTITUTE EQUIPMENT, SYSTEMS,SERVICES OR DOWNTIME COSTS, LOSS OR CORRUPTION OF DATA, DAMAGE TO OR LOSS OF USE OF PROPERTY OR EQUIPMENT OR ANY INCONVENIENCE ARISING OUT OF ANY BREACH OF THE FOREGOING WARRANTY OR OBLIGATIONS UNDER SUCH WARRANTY. Alcon reserves the right to modify or discontinue this Limited Warranty without notice, provided that any such modification or discontinuance will only be effective with respect to any Product(s) purchased after such modification or discontinuance. If there is any conflict or inconsistency between the English language version of this Limited Warranty and any version translated into any other language, the English language version shall prevail. Trademarks referenced are trademarks of Alcon Lighting, Inc. and if marked with the ® symbol are registered in the U.S. and may be registered in other countries. This Limited Warranty shall be construed and enforced in the accordance with the laws of the State of Georgia and the applicable laws of the United States. NOTE: This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Some states do not allow limitations on how long an implied warranty lasts or the exclusion or limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you. NOTE: Alcon is not a lighting specifier, and product recommendations for any lighting design project are for informational purposes only, without any warranty as to accuracy, completeness, legality for use in a particular application, or otherwise. NOTE: The Product(s) must be returned within ten (10) days after receiving the return authorization number and the shipping box must be clearly marked with the return authorization number. Failure to follow this procedure will delay any potential warranty resolution. Product(s) returned without a valid return authorization number will either be refused or returned to sender at sender’s expense. NO PRODUCT RETURNS WILL BE ACCEPTED BY ALCON IF NOT ACCOMPANIED BY A VALID RETURN AUTHORIZATION NUMBER.

Extended warranty coverage ("Extended Warranty") is offered by Alcon Lighting for a period of five (5) or ten (10) years from the date of delivery as an optional extension to the standard limited warranty for LED/OLED lighting products ("Products") purchased from Alcon Lighting or its authorized distributors. The Extended Warranty is subject to the strict terms and conditions outlined herein.

The Extended Warranty extends the standard limited warranty period to a total of [5 or 10] years from the original date of delivery, as evidenced by the original purchase invoice and delivery date.

This Extended Warranty is effective from the original date of delivery as indicated on the original purchase invoice.

Subject to the exclusions set forth below, Alcon Lighting, Inc. (“Alcon” & "Company") warrants its LED/OLED fixtures, including the LED arrays and the drivers and integral control devices (“Product(s)”) to be free from defect in material and workmanship. During the extended warranty period, the Company warrants that the Products, under normal and intended use in accordance with the provided specifications and installation guidelines, will be free from material defects in workmanship and materials that result in the failure of the Product to perform its intended lighting function for the duration of the coverage specified during purchase.

• Failure of the LED light source to produce measurable light output.
• Malfunction of the integrated driver or other electronic components essential for the operation of the Product.
• Structural defects in the fixture body that render the Product inoperable or unsafe, provided such defects are not attributable to external forces or improper handling.

This Warranty expressly excludes, and the Company shall have no liability for:

• Damage or failure resulting from improper installation, including but not limited to, installation not in accordance with local electrical codes, industry standards, or the Company’s provided instructions.
• Damage or failure resulting from misuse, abuse, neglect, accident, or unauthorized alteration or repair of the Product.
• Damage caused by external factors, including but not limited to, power surges, voltage fluctuations, electrostatic discharge, environmental conditions exceeding the Product’s specified operating parameters, or acts of God, such as lightning, floods, earthquakes, and extreme weather conditions.
• Normal wear and tear, including but not limited to, cosmetic changes such as discoloration, fading, or minor scratches, which do not affect the functionality of the Product.
• Products used in applications exceeding their specified operating conditions, including but not limited to, excessive ambient temperatures, humidity levels, or exposure to corrosive substances.
• Products that have been subjected to any form of modification or alteration not expressly authorized in writing by the Company.
• Consumable items, including but not limited to, fuses, batteries, or other components that are subject to depletion or degradation over time.
• Labor costs associated with the removal, reinstallation, or troubleshooting of the Products, regardless of the cause of the failure.
• Shipping, handling, and insurance costs for returning the Products to the Company, which shall be the sole responsibility of the customer.
• Consequential, incidental, or special damages, including but not limited to, lost profits, lost revenue, downtime costs, or any other indirect damages arising from the use or inability to use the Products.

To initiate a warranty claim, the customer must adhere to the following strict procedures:

• Submit Online Warranty Claim within the applicable warranty period, providing detailed information regarding the alleged defect.
• Provide the original purchase invoice or other acceptable proof of purchase, clearly indicating the date of purchase and the Product model.
• Provide photographic or video evidence of the alleged defect, as requested by the Company.
• Obtain a Return Merchandise Authorization (RMA) number from the Company prior to returning any Product.
• Return the defective Product, freight prepaid and properly packaged, to the address specified by the Company, with the RMA number clearly marked on the package. The Company shall not be responsible for Products returned without a valid RMA number.
• The company reserves the right to inspect any returned product before providing any remedy.

Upon receipt and verification of the defective Product and the validity of the warranty claim, the Company, at its sole and absolute discretion, may:

• Repair the defective Product to its original operating condition.
• Replace the defective Product with a new or refurbished product of equivalent or similar functionality, as determined by the Company.
• Issue a credit or refund for the depreciated value of the defective Product, based on the remaining warranty period.

The Company's total liability under this Warranty shall be strictly limited to the repair, replacement, or refund of the defective Product, as determined by the Company. In no event shall the Company's liability exceed the original purchase price of the Product. The Company disclaims all other warranties, express or implied, including but not limited to, warranties of merchantability and fitness for a particular purpose.

This Warranty shall be governed by and construed in accordance with the laws of the state of California or Texas, without regard to its conflict of law principles. Any dispute arising under or in connection with this Warranty shall be resolved exclusively through binding arbitration in Dallas, Texas, in accordance with the rules of the American Arbitration Association.

This Warranty constitutes the entire agreement between the Company and the customer regarding the warranty of the Products and supersedes all prior or contemporaneous communications and proposals, whether oral or written. No modification or amendment of this Warranty shall be effective unless in writing and signed by an authorized representative of the Company.

Alcon Lighting is committed to providing high-quality lighting products. To ensure optimal performance, safety, and longevity of your Alcon Lighting product, professional installation by a licensed and qualified electrician or contractor is recommended. Installation by an unlicensed individual may void your Alcon Lighting product warranty. See complete warranty terms and conditions here.

• Safety: Electrical work is inherently dangerous. Improper wiring or Installation can lead to electrical shocks, fires, and other hazards. Licensed professionals possess the necessary training, knowledge, and experience to handle electrical connections safely and in compliance with local electrical codes. This protects both the installer and the end-user.
• Product Performance: Alcon Lighting products are engineered to specific standards. Correct installation is crucial for the product to function as intended, including achieving the correct light output, color temperature, and energy efficiency. Improper installation can negatively impact performance and may even damage the fixture.
• Warranty Validity: Your Alcon Lighting product comes with a limited warranty. This warranty is only valid if the product is installed by a licensed professional. In the event of a warranty claim, Alcon Lighting requires proof of professional installation. This proof must include the installer's name, contact information, license number, and the date of installation. Failure to provide this information may result in the denial of your warranty claim.
• Compliance with Codes and Regulations: Electrical work is subject to local and national building codes and regulations. Licensed professionals are familiar with these codes and ensure that all installations are compliant. This helps to avoid potential safety issues and legal complications.
• Long-Term Reliability: Professional installation not only ensures immediate functionality but also contributes to the long-term reliability of your lighting system. Proper wiring and connections minimize the risk of future problems, saving you time and money on repairs.