Warranty

2
3
4
Step
Step
Step
(if necessary)
If there is a concern following Step 1, have the
builder, remodeler or installer contact VELUX
customer service department directly at:
VELUX America Inc.
PO Box 5001 • Greenwood, SC 29648-5001
Tel 1-800-88-VELUX • [e-mail]
So that VELUX can provide the best response
possible, please include the following information
when contacting us:
• Your name, address, and phone number.
• A description of the product and the product
model number (located on the identification label
attached to each product).
• A description of the product concern.
• Details of attempts to address concern.
Once you have contacted VELUX customer service
department, you may be asked to complete a product
information form. The form will be emailed or faxed
and helps expedite your service request.
Upon completion of the product information
form, the call is escalated to our technical service
department. This department is comprised of
technical experts with years of experience handling
product and installation concerns. Our technical
service department will try to resolve your issue over
the phone or provide parts as outlined in our limited
warranty. Additional product installation information
may be requested before proceeding further.
If our technical service department cannot solve the
concern, a VELUX Solutions service contractor will
schedule an appointment for an on-site visit. We
do request the builder, remodeler or installer also
join us on this call. This contractor will evaluate the
problem and provide either on-site repair or a plan for
resolution. In some cases the resolution involves the
builder, installer or remodeler re-installing the product
in accordance with our installation procedures. Please
note that if it is determined on an on-site visit that the
installing contractor incorrectly installed the VELUX
product, then an on-site service visit fee will
be charged. Thus, Step 1 of this procedure is critical.
Warranty claim procedure