FAQ
1. Do I need an account to submit a warranty claim?
Yes. All warranty and return requests must be submitted through the Vivid Lumen RMA Portal.
If you do not have an account, click Sign Up at the top right of the page.
Dealers and distributors must email warranty@vividlumen.com before registering to ensure access to purchase history.
2. I forgot my password. What should I do?
Click Forgot Password on the login page and follow the reset instructions.
If you do not receive the reset email, check your spam folder or contact warranty@vividlumen.com.
3. Why can’t I see my purchase history?
Your email must be linked to your company or order history in our system.
Dealers must contact warranty@vividlumen.com to have their email connected.
Retail customers must ensure they are using the same email address used for the original purchase.
4. What information is required to submit a claim?
To avoid delays, please provide:
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Invoice or order number
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Product SKU / part number
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Quantity
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Clear photos of the product and issue
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Description of the problem
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Proof of purchase (for retail customers)
Incomplete submissions may delay processing.
5. How long does warranty processing take?
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RMA review: 1–2 business days
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Inspection (if return required): 3–5 business days after receipt
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Credit or replacement issued after approval
Processing times may vary during peak periods.
6. Do I need to return the product?
Not always.
If a return is required, you will receive an approved RMA number and return instructions.
Do not ship product without an approved RMA number. Unauthorized returns may be refused.
7. What happens if no defect is found?
If inspection determines “No Fault Found,” the product may be returned at the customer’s expense.
Shipping charges are non-refundable unless the issue is confirmed as a manufacturer defect.
8. Can I submit a claim for a product purchased from a third-party seller?
No.
Warranty claims may only be submitted by the original purchaser of the product.
Warranty coverage applies exclusively to products purchased directly from Vivid Lumen Industries or through an authorized Vivid Lumen dealer or distributor.
Products purchased through unauthorized resellers, private sales, liquidation channels, or secondary marketplaces are not eligible for warranty coverage.
Proof of purchase from the original transaction is required.
9. What is not covered under warranty?
The warranty does not cover:
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Improper installation
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Physical damage or misuse
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Unauthorized modifications
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Normal wear and tear
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Damage caused by external factors
Please refer to our full Warranty Policy for complete details.
10. Who do I contact for urgent issues?
Email: warranty@vividlumen.com
Phone: 888-498-5525
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