Warranty

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.
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.
In some cases the solution can only be determined by
an on-site visit. In these cases additional spare parts
may need to be ordered from our factory and a follow-
up on-site visit may be necessary.
VELUX may, in its sole discretion, amend or revise this
warranty. Please go to www.veluxusa.com/warranty
for VELUX most updated warranty claim
procedure information.
Thank you in advance for purchasing VELUX products.
We want you to know that the overwhelming majority
of VELUX customers never need to involve themselves
in this process but we hope this overview helps you
understand how we would solve a concern regarding
an installed VELUX product.
Warranty claim procedure
Warranty claim procedure