VUELUXE 14-Day No-Form Warranty Replacement Process
VUELUXE 14-Day No-Form Warranty Replacement Process
This page explains how the VUELUXE warranty works, what each coverage tier covers, and how to initiate a replacement for transit damage or manufacturing defect. The process is designed for builders, project managers, and trade account holders who need clear, process-oriented information — not warranty fine print. For a quick summary of coverage periods, refer to the warranty length FAQ. To return to the full guides index, visit the guides hub.
Warranty Coverage Tiers
VUELUXE products carry three distinct warranty tiers, each covering a different component of the mirror. Understanding which tier applies to a given issue is the first step in any warranty claim.
5-Year LED Strip Warranty
The LED strip itself — the light source bonded to the mirror frame or backplate — is covered for five years from date of invoice. This warranty covers premature failure, uneven illumination across the strip, significant lumen depreciation before the rated service life, and dead zones within the strip where LEDs fail to illuminate. Normal lumen depreciation over time is not a warranty event — LED strips dim gradually over tens of thousands of hours of use, and this is a characteristic of LED technology, not a defect.
The five-year period applies from VUELUXE’s invoice date to the trade account holder. Where mirrors are purchased for a project and installed some months after invoice date, the warranty period still begins at invoice date. Builders managing multiple projects should note this and plan accordingly — purchasing well ahead of installation reduces the effective warranty period available to the end homeowner.
2-Year Electronics Warranty
The electronic components — touch sensor, driver board, CCT control circuit, and demister controller — are covered for two years from invoice date. Electronics are the most variable component in any LED fitting and are subject to greater thermal and humidity stress than the LED strip itself. The two-year period covers component failure, non-responsive touch sensors, and demister controller faults. It does not cover damage caused by power surges, incorrect installation, or water ingress resulting from installation outside the mirror’s IP rating zone.
If a touch sensor fails within two years of invoice, VUELUXE will dispatch a replacement mirror. Component-level repair is not offered as a standard warranty resolution — replacement is faster and more practical for trade customers with active project timelines.
Lifetime Warranty — Frame and Glass
The aluminium frame, the mirror glass substrate, and the copper-free backing on the glass are covered for the life of the product under normal use and care conditions. This coverage applies to structural defects in the frame, delamination of the mirror backing, and manufacturing defects in the glass edge or finish. It does not cover cosmetic damage caused by cleaning with abrasive products, chemical cleaners, or physical impact. It does not cover glass breakage caused by improper installation, structural movement, or impact from site activity.
The 14-Day No-Form Replacement Process
For any claim initiated within 14 days of delivery — whether for transit damage or manufacturing defect identified on arrival — VUELUXE operates a no-form replacement process. There is no warranty claim form to complete, no return merchandise authorisation (RMA) system to navigate, and no requirement to return the damaged unit before a replacement is dispatched.
The process requires three things: photographs, a description of the fault, and contact with the VUELUXE trade account team. That is all.
What to Photograph
Photographs are the only documentation required to initiate a 14-day replacement. The quality of photographs determines how quickly the replacement can be processed — unclear or incomplete photos will prompt a follow-up request, which delays the dispatch timeline.
Capture the following at the time the defect is identified. Do not discard the packaging before photographing:
- The outer carton — all four sides — showing any damage to the carton exterior
- The inner packaging — foam, corner protectors, PE film — before the mirror is removed from the carton
- The mirror face, photographed flat with even lighting, showing the full mirror surface
- Close-up of the specific defect — cracked glass, damaged frame, dead LED section, or failing electronic component
- The mirror’s serial number or model label, typically affixed to the rear face
- The delivery label on the outer carton, showing the order number and delivery address
For transit damage, the carton photographs are particularly important. They establish whether the damage occurred during freight handling or was pre-existing at dispatch. VUELUXE documents all outgoing shipments with pre-shipment photography — if the carton photographs show clear impact damage, the freight claim process is initiated in parallel with the replacement dispatch.
For guidance on what to look for when a delivery arrives on site, refer to the inspect on arrival guide.
Who to Contact
Contact your VUELUXE trade account representative directly — by email or phone — with the photographs and a brief description of the issue. Do not submit a general website inquiry for warranty matters. Trade account holders have a direct contact point. If you are unsure of your account representative’s details, they are included on your original order confirmation email.
If the defect is identified after the 14-day window but within the relevant warranty tier period — two years for electronics, five years for LEDs — the process is similar but may require the mirror to be returned to VUELUXE for inspection before a replacement is dispatched. This is handled case-by-case. Contact your account representative with photographs and a description in the same way.
Replacement Dispatch Timeline
For 14-day claims where photographs are clear and the defect is evident, replacement is dispatched within one to two business days of the claim being accepted. Freight transit times from the VUELUXE warehouse vary by state — typically one business day to Victoria, two to three days to New South Wales, South Australia, and Queensland, and four to seven days to Western Australia. For damage claims on time-critical projects, contact the account team to discuss priority dispatch options.
For information on what to do if a mirror arrives visibly damaged before unboxing, refer to the damaged on arrival guide.
Builder Program Warranty Stacking
Trade account holders operating under the VUELUXE builder program have access to warranty stacking — a process by which the warranty on a mirror purchased by the builder transfers to the end homeowner at handover, with the full coverage periods running from the original invoice date.
How the Transfer Works
At project handover, the builder provides the homeowner with the VUELUXE warranty card included in the mirror carton, along with a copy of the original purchase invoice. The homeowner then has the same warranty coverage — five-year LED, two-year electronics, lifetime frame and glass — running from the invoice date, not from the date of handover.
This structure is straightforward for projects where installation occurs within a few months of purchase. For projects with longer timelines — say, a large development where mirrors are purchased twelve months before handover — the effective warranty period available to the homeowner is reduced by the construction timeline. Builders managing large or long-duration projects should account for this when scheduling mirror purchases.
For a full explanation of the warranty transfer process and what documentation is required, refer to the warranty transfer FAQ.
What the Transfer Does Not Cover
The warranty transfer does not extend coverage beyond the original warranty periods. It does not cover damage caused by the homeowner’s cleaning practices, physical impact, or modifications to the mirror after handover. It does not cover faults arising from incorrect installation — if an electrician’s connection was improper and caused a driver board failure, that is an installation fault, not a manufacturing defect. Where fault causation is disputed, VUELUXE assesses photographs and, if required, may request the mirror be returned for inspection.
What Voids the Warranty
The following actions void the VUELUXE warranty in part or in full:
- Modification of the mirror’s electrical components, driver board, or touch sensor by anyone other than VUELUXE or an authorised service agent
- Installation in a zone that exceeds the mirror’s IP rating — for example, installing an IP44 mirror within a zone requiring IP65
- Physical impact damage — cracked glass or bent frame from site activity, falling objects, or mishandling during installation
- Use of ammonia-based, bleach-based, or abrasive cleaning products on the mirror glass or frame surface
- Water ingress caused by incorrect installation — for example, where a hardwire junction box is not sealed against the wall surface
- Removal and re-installation of the mirror at a different location after original installation
- Failure to use a licensed electrician for a hardwire installation, where this is a legal requirement
The warranty applies to the specific mirror as delivered — it is not transferable to a different unit, and it does not cover consumable or field-replaceable parts not supplied by VUELUXE.
Builder Handover Checklist — Warranty Documentation
At project handover, ensure the following warranty-related items are included in the homeowner’s handover pack:
- VUELUXE warranty card (included in mirror carton — do not discard)
- Copy of the original VUELUXE purchase invoice showing invoice date
- Certificate of Electrical Safety for hardwire installations
- Installation instruction sheet (included in carton)
- VUELUXE trade account representative contact details for any homeowner warranty inquiries
Providing complete warranty documentation at handover is both a professional practice and a contractual requirement under most residential construction contracts. It also prevents warranty disputes arising from missing documentation after handover.