How do I unpack and inspect VUELUXE mirrors on arrival?
Before signing the delivery docket, check cartons for external damage and note any visible carton damage on the docket before the driver leaves — this is your freight claim record. Unpack within 48 hours of delivery. Inspect each mirror for glass chips or cracks, LED function (plug in and test), touch sensor response, and frame finish integrity. Photograph any defects immediately. Submit the photographs to the VUELUXE warranty team within 14 days of delivery for no-form replacement. A replacement ships within 2 business days of photo submission.
Before signing the delivery docket
The delivery docket is a legal document that confirms the goods arrived in the condition noted. If you sign a clean docket and the cartons are damaged, the freight carrier will contest any damage claim on the basis that the receiver confirmed undamaged delivery. Before signing, walk around the pallet or consignment and look for crushed corners, punctured cartons, cartons that are leaning or collapsed, and plastic wrap or banding that is broken.
If you see any external damage, write it on the docket before signing — “2 cartons showing corner damage”, “1 carton crushed on top edge”. This does not mean you refuse the delivery — it means you are noting the condition. Take a photograph of the damaged carton next to the docket notation before the driver leaves. This documentation is essential for both the freight claim and the VUELUXE warranty process.
Unpacking — sequence and method
Unpack within 48 hours of delivery, or within the 14-day window at minimum. Earlier is better — the sooner a defect is identified, the faster it is resolved. Unpack on a flat surface. For framed mirrors, place the carton on its base (not flat), open the top, and slide the mirror out. Do not cut down the sides of the carton with a box cutter — the blade can reach the mirror face or frame.
Remove the protective film from the mirror face after the mirror is upright, not before. The protective film is there to prevent handling marks and minor scratches during unpacking. Inspect the glass face first with the film still on — any major cracks or chips will be visible through the film. Remove the film only after the face inspection is complete.
Glass inspection
Look for: chips at the polished edges (most common transit damage location), cracks across the glass face (typically star or line cracks from impact), and surface scratches on the reflective face. Edge chips are the most common glass defect on arrival. Run a finger along all four edges carefully — a chip that does not affect the mirror function may still be a defect worth claiming before installation.
Photograph any glass damage with the mirror face up on a flat surface in good lighting. The photograph should show the full mirror face and a close-up of the specific damage. Both shots are needed for the warranty assessment.
LED function test
Connect the mirror to power before installation. For plug-in models: plug into a standard 240V GPO. For hardwire models: the mirror should be tested by the electrician before the backing is secured to the wall. Touch the sensor to activate the LED strip. Check for: full strip illumination (no dark sections), consistent colour temperature across the strip, and correct demister function (demister should be warm within 5 minutes of activation).
Test the CCT adjustment if the model is tunable — cycle through the full range from warm to cool to confirm the driver responds. Test the touch-to-off function. A mirror that fails to power on, has a section of LED strip dark, or does not respond to the touch sensor is a DOA unit and should be photographed and reported within 14 days.
Frame finish inspection
Inspect the frame finish in good light. Look for: bubbling or delamination at corners (most common location for finish defects), scratches through the finish to the substrate, inconsistent finish colour or sheen compared to the specification, and corner joinery gaps (frame should be tight at all four corners with no visible gap).
Minor marks from protective packaging material (not scratches in the finish) will clean off with a damp cloth. A mark that does not wipe off is a finish defect — photograph it. Frame finish defects that are present at delivery are covered under the 14-day no-form replacement.
How to submit a defect claim
Email the VUELUXE warranty team with: your order reference number, the delivery date, the model and size of the affected mirror, a description of the defect (specific and factual — “2cm chip at bottom left edge of glass” rather than “damaged”), and photographs (full mirror + close-up of defect). A replacement is dispatched within 2 business days of the email if the defect falls within the 14-day no-form window.
Keep the defective mirror until VUELUXE advises disposal — the damaged unit is used for freight carrier insurance claims. Do not dispose of packaging material until the claim is resolved, as the carton condition is part of the freight claim documentation.
For the complete warranty claim process including the 14-day no-form replacement details, visit the warranty process guide. For information on what comes in the box including protective packaging, visit the what’s in the box guide. For all builder and site guides, visit the guides hub.