Warranty Guide

Warranty claim procedure
Thank you for reviewing the VELUX America Inc. warranty
procedure. It is our desire to handle any concerns on a
VELUX product or installation in an ecient manner. To
assist you in the process we have set up the following
procedure to guide our valuable customers.
With 70 years of experience producing skylights, we have
found that the most frequent problem regarding product
concerns relates to proper installation. Thus, the first step
of the warranty procedure is to verify with your builder,
installer or remodeler that the installation of your VELUX
product was completed according to the relevant VELUX
instructions, thus:
1
2
3
4
Step
Step
Step
Step
If you have concerns with your VELUX product or
installation, please contact your builder, remodeler
or installer, who should inspect the product and
installation to verify that installation is according to
our instructions.
We find that most of the concerns by consumers are
resolved in this 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.
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.
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.
Warranty claim procedure
Warranty claim procedure