9. Warranty FAQ
9.1 Q: What is Cyanlite’s product warranty policy?
A: Cyanlite offers 5 years warranty to our products. The detailed information on the 5-year warranty and the warranty conditions can be found under Cyanlite 5-Year Warranty Letter.
9.2 Q: What shall I do if I find a product failure?
A: If you have a product failure within the warranty period, please contact your account manager or our customer service department at firstname.lastname@example.org. As a responsible company, Cyanlite will take care and be responsible for each failure caused by quality.
9.3 Q: Will I receive free replacement?
A: Yes, you will receive free replacements if the product failure is caused by quality. To accelerate the product claim for customers, the below FRP (Fast Responding Process) is applied since January of 2016.
9.3.1 Failure rate less than 0.5%, Cyanlite will send the replacements directly.
9.3.2 Failure rate less than 1%, Cyanlite would need the application details, installation information, and defect product pictures for brief analysis and then send replacements.
9.3.3 Failure rate more than 1%, Cyanlite would require customers to send back the defect product samples for detailed analysis. If the failure is due to product quality, we will send replacements together with a full 8D report showing how to terminate it entirely in the short and long term.
9.4 Q: How long will Cyanlite reserve spare parts of obsolete product models for continuous after-sales service?
A: Cyanlite will stock spare parts of obsolete product models for at least five years, to make sure the replacement available for continuous after-sales services.
In Cyanlite, we think as our customers think, and we care what our customers care. High quality, competitive cost and excellent services, is what Cyanlite is delivering to our customers; As eventually, a long term and reliable partnership are what we’re looking for.
9.5 Q: Can Cyanlite offer longer (7 or 10 years) warranty if my project needs that?
A: Yes, we can. Cyanlite offers 5 years warranty as our standard warranty terms, but we can also provide a longer warranty period up to 10 years as per customer’s requirements.
We have done the statistic analysis and review for our past 5 years of products performance. The 5 years overall failure rate is around 0.16% (and most of the failures are from drivers), so it’s no problem to offer more extended warranty by adopting premium components and more cautious designs.