How long does warranty replacement take?
Replacement timelines vary by claim type. For the 14-day no-form replacement process covering transit damage and dead-on-arrival units, a replacement is dispatched within 2 business days of the VUELUXE warranty team receiving the photographs. For warranty claims within the 2-year electronics warranty period, allow 3–5 business days for assessment and 5–7 business days for replacement delivery. For LED strip failures within the 5-year LED warranty, the assessment process takes 5–10 business days and replacement is dispatched on confirmation.
14-day no-form replacements — 2 business days
The fastest warranty path is the 14-day no-form replacement. This applies to transit damage (visible damage to the mirror caused during freight) and DOA units (mirror does not power on at all when first tested). The process: photograph the damage or fault, email to the VUELUXE warranty team with the order reference number, and a replacement mirror is dispatched from warehouse stock within 2 business days of email receipt.
The 2 business day dispatch target assumes the photographs are received before midday. Emails received after midday may dispatch on the following business day. The replacement is sent via the same freight route as the original order — tracked road freight using specialist glass freight handlers. Delivery time after dispatch is 1–7 days depending on state (VIC metro 1 day, WA up to 7 days).
No return courier is required for the no-form replacement. VUELUXE asks that you retain the damaged unit until advised — it is used for freight insurance claims against the carrier. Once the freight claim is resolved, VUELUXE will advise whether to dispose of the damaged unit or arrange collection.
Electronics warranty claims — 3–5 days assessment, 5–7 days delivery
For electronics failures (driver, touch sensor, demister relay) within the 2-year warranty period, the process is: submit a claim by email with a description of the fault and a short video or photographs demonstrating the issue. The VUELUXE technical team assesses the claim within 3–5 business days. This assessment is typically a remote review of the submitted information — the mirror does not usually need to be returned for assessment.
Once the claim is approved, a replacement mirror is dispatched. Allow 5–7 business days for delivery from the dispatch date. In total, a straightforward electronics warranty claim takes approximately 8–12 business days from claim submission to mirror in hand. For active construction sites with a hard completion date, submit the warranty claim as soon as the fault is identified — do not wait until installation week.
LED strip warranty claims — 5–10 days assessment
LED strip failures within the 5-year warranty period require a more detailed assessment than electronics failures, because partial LED strip failure (section of the strip dark, colour shift, flickering) can have multiple causes. The VUELUXE technical team will review photographs and video of the failure and may ask follow-up questions about the installation, the electrical circuit, and the usage pattern.
If the failure is assessed as a manufacturing defect, a replacement is dispatched immediately after approval. If the technical team cannot make a determination remotely, they may request the mirror be returned for physical inspection — VUELUXE covers the return freight cost for warranty claims. The full process from claim to replacement delivery is typically 10–15 business days for LED strip failures that require investigation.
How to submit a warranty claim efficiently
Provide the following in your initial warranty email to avoid back-and-forth: order reference number, date of delivery, model number, description of the fault (be specific — “won’t turn on” is better than “doesn’t work”), photographs or short video of the fault, and whether the mirror has been installed or is still in packaging. The more information provided upfront, the faster the assessment.
For transit damage, include photographs of the carton exterior (showing damage to the carton) as well as the mirror damage itself. The carton damage photograph is needed for the freight insurance claim. A claim submitted with complete documentation is processed significantly faster than one that requires the warranty team to request additional information.
Planning around replacement timelines on construction sites
For builders managing tight completion schedules, the practical rule is: inspect all mirrors within 48 hours of delivery, test all mirrors (power on, touch sensor, CCT cycle) before installation, and submit any claims immediately rather than waiting. A replacement that arrives 10 days after the defect is identified is far better than a replacement that arrives 3 days before handover because the defect was not reported until installation week.
VUELUXE maintains replacement stock for current models specifically to support rapid warranty fulfillment. For project orders with tight deadlines, notify the VUELUXE account manager when placing the order — claims from that project will be flagged for priority assessment.
For the complete warranty claim process including what to photograph and where to send the email, visit the warranty process guide. For warranty duration by component, visit the warranty FAQ. For all builder guides and resources, visit the guides hub.