Warranty Claim
If something’s not right, tell us here. Making your claim through this form gives it a written record from the very first message, that’s the fastest route to the right part, and it means anyone on the team can pick your case up without you repeating yourself. For the same reason, we handle claims via this form in writing rather than over the phone or email. The result is a much more efficient and streamlined process available for all parties to reference.
How it works
- Fill in the form with as much detail as you can.
- We’ll usually ask for a photo … sometimes a short video if this is most suitable … if the claim relates to damage or a faulty part. That makes sure the right replacement goes out first time, and validates the claim.
- Your replacement part is sent free of charge under warranty, tracked, usually on a next working day service.
We reply to all warranty claims within 1 working day – The average response time is currently under 3 hours
Worth knowing
- The warranty covers parts. If a component fails, we replace that component free of charge. The warranty doesn’t cover costs or time to fit any replacement. Most parts are designed to swap over easily, and we can send you a video guide for the common ones.
- Bought through Costco, B&Q or another retailer? Your warranty is still with us … claim here directly, whatever the purchase route.
- We replace the faulty part, not the whole unit, and in most cases you won’t need to send the old part back. Most items are sold and considered to be in kit form and parts easily exchanged. Full advice, written or in video format, will be given
- Damage that happened in transit isn’t a warranty matter … it needs reporting within 48 hours of delivery. See our Delivery Information page.
- Not registered? You may still be within the standard 12-month cover that runs from your delivery date … continue to fill out the form above, and we’ll take it from there.
- Outside your warranty? Replacement parts for current and most discontinued Vidalux models are available within our spares catalogue found here https://vidalux.co.uk/spare-parts/
Full warranty terms are on our Terms page.
