Warranty Terms
This Warranty and After Sales Policy forms part of the HEDES Terms and Conditions of Sale and Use. It applies to all warranty claims, product inspections, after sales service, repairs, maintenance requests, spare parts, technical visits, online purchases, showroom purchases, bespoke orders, project orders, and any product or service supplied by HEDES. By placing an order, approving a quotation, paying a deposit, making full payment, accepting delivery, permitting installation, or submitting a warranty or after sales request, the Customer confirms acceptance of this Policy.
HEDES supplies luxury chandeliers, decorative lighting, architectural lighting, LED lighting, bespoke lighting, accessories, spare parts, and related products. Because these products may include delicate crystal elements, handmade finishes, electrical components, suspended structures, custom specifications, imported parts, project installation, and site dependent performance, warranty and after sales service are governed by the conditions stated in this Policy. This Policy is designed to protect product quality, safety, craftsmanship, installation integrity, and the commercial rights of HEDES, while preserving any mandatory rights available to the Customer under applicable law.
This Policy must be read together with the HEDES Terms and Conditions of Sale and Use.If there is any conflict between this Policy and the Terms and Conditions, the Terms and Conditions shall prevail, unless a signed agreement, approved quotation, warranty document, or final invoice expressly states otherwise. Any special warranty, maintenance, service, installation, spare part, or project condition written in a quotation, invoice, approved drawing, warranty card, handover document, or signed agreement shall apply to that specific order.
HEDES warrants that products supplied by HEDES shall be free from material manufacturing defects during the warranty period stated on the invoice, warranty card, quotation, product page, or applicable product document. Warranty coverage applies only to products purchased directly from HEDES or through an official HEDES approved sales channel. Warranty coverage applies only where the product has been used, installed, cleaned, maintained, stored, and handled according to HEDES instructions, product suitability, electrical requirements, installation conditions, and normal intended use.
The warranty period shall be stated on the invoice, warranty card, quotation, product page, or project document. If different components have different warranty periods, the warranty period for each component shall apply separately. The warranty period for decorative structure, crystal components, electrical components, LED components, drivers, transformers, bulbs, remote controls, accessories, and installation service may differ depending on the product, supplier, manufacturer, usage, and project agreement. Where no specific warranty period is stated, HEDES shall apply the warranty period required by applicable law or the standard warranty period confirmed by HEDES for that product category.
5-Start of Warranty
Warranty service requires proof of purchase. The Customer must provide the original invoice, order confirmation, warranty card, delivery note, installation document, or other purchase record accepted by HEDES. HEDES may refuse warranty service where the product cannot be verified as purchased directly from HEDES or an approved HEDES sales channel.
If HEDES confirms that a product has a material manufacturing defect covered by warranty, HEDES may, subject to applicable law, provide one or more of the following remedies: Repair of the affected product. Replacement of the affected part. Replacement of the product where repair is unsuitable. Technical adjustment. Service correction. Credit note. Reasonable reduction. Refund of the product value where required by law and where repair or replacement is unsuitable.HEDES shall determine the appropriate remedy based on the product type, nature of defect, age of product, usage history, availability of parts, site condition, inspection result, supplier guidance, and applicable law.
A warranty claim is not accepted automatically upon complaint. HEDES may require inspection before accepting or rejecting any warranty claim. Inspection may take place at the Customer location, HEDES showroom, HEDES warehouse, service centre, supplier facility, or any location selected by HEDES. HEDES may request photos, videos, product location, invoice, electrical details, installation details, maintenance history, cleaning method, site conditions, and information about any third party handling.
The Customer must submit warranty claims in writing to HEDES Customer Care. The claim must include: Customer name. Invoice number. Product name or reference. Date of delivery or installation. Product location. Clear description of the issue. Photographs and videos. Details of any electrical work. Details of any movement, cleaning, repair, dismantling, or third party handling. Any relevant site information. HEDES may request further information before arranging inspection or service.
Visible damage, missing parts, wrong quantity, or apparent issue must be reported to HEDES in writing as soon as possible and preferably within forty eight hours of delivery. Where visible issues are reported late, HEDES may be unable to confirm whether the issue occurred before delivery, during Customer handling, during third party handling, or after site storage. Late reporting may affect the claim where legally permitted.
If the product was installed by HEDES, the Customer or authorised representative may be asked to sign an installation completion or handover document. Any visible installation concern should be recorded before signing wherever possible. After installation, issues caused by site conditions, electrical supply, third party work, ceiling weakness, building movement, misuse, cleaning, relocation, or unauthorised modification shall not be covered by warranty.
Subject to inspection and the terms of this Policy, warranty may cover material manufacturing defects in the product supplied by HEDES. This may include confirmed defects in structure, assembly, finish, factory supplied component, electrical component, or other product element where the defect existed due to manufacturing or supply fault and was not caused by misuse, site condition, third party handling, incorrect installation, or excluded cause.
Building movement. Hidden structural defect. Contractor damage. Construction dust. Painting damage. Water leakage. Pest damage.Normal wear and tear. Expected ageing of materials. Consumables. Bulbs. LED strips where failure is caused by usage, heat, voltage, or site conditions. Drivers outside their stated warranty. Transformers outside their stated warranty. Remote controls outside their stated warranty. Batteries. Power supplies outside their stated warranty. Accessories damaged after delivery. Minor handmade variations. Differences caused by photography or screen display. Changes caused by environment, use, cleaning, heat, humidity, or ageing.
HEDES products may include handmade elements, crystal work, decorative finishing, artisanal assembly, specialist fabrication, and bespoke detailing. Minor variations in finish, crystal reflection, tone, proportion, alignment, dimension, balance, texture, or light effect are natural characteristics of luxury craftsmanship. Such variations shall not be treated as defects unless HEDES confirms that the variation is materially outside the accepted standard for the product.
Electrical components may include LED strips, bulbs, drivers, transformers, dimmers, switches, power supplies, remote controls, control systems, and related parts. Electrical component warranty is subject to correct voltage, correct wiring, correct load, proper ventilation, suitable dimmer, stable power supply, qualified installation, and normal use.Electrical damage caused by voltage fluctuation, power surge, short circuit, poor earthing, wrong dimmer, wrong driver, overloaded circuit, water exposure, heat, humidity, dust, third party work, or unauthorised alteration is excluded from warranty.
LED performance may vary depending on usage hours, heat conditions, power quality, ventilation, driver compatibility, dimming system, installation method, and surrounding environment. Changes in brightness, colour tone, or performance over time may be normal for LED products. LED issues caused by unsuitable electrical conditions, poor ventilation, incorrect driver, wrong dimmer, voltage instability, excessive heat, humidity, dust, or third party modification are excluded from warranty.
Crystal elements must be handled with care. Warranty does not cover breakage, chips, scratches, stains, loss, impact damage, improper cleaning, chemical exposure, poor storage, third party handling, or damage caused after delivery or installation. Replacement crystals may vary slightly in tone, reflection, size, cut, or availability depending on production batch and supplier stock.
Decorative finishes require careful cleaning and suitable environmental conditions. Warranty does not cover tarnishing, staining, scratching, fading, discoloration, corrosion, surface change, or finish damage caused by chemicals, perfumes, cleaning agents, humidity, moisture, fingerprints, dust, heat, outdoor exposure, abrasive cloths, or improper maintenance.
Where installation is carried out by HEDES, HEDES may provide an installation workmanship warranty for the period stated on the invoice, quotation, or installation document.Installation warranty covers only the workmanship performed directly by HEDES. Installation warranty does not cover ceiling weakness, structural defect, false ceiling failure, hidden wiring, electrical faults, third party works, building movement, water leakage, civil works, contractor damage, unauthorised adjustment, unauthorised dismantling, unauthorised relocation, or Customer requested installation against technical advice.
The Customer is responsible for ensuring that the site is suitable for the product. This includes ceiling strength, electrical readiness, support points, access, permits, working conditions, environmental suitability, ventilation, safe storage, and protection from construction works. HEDES shall not be responsible for product failure, damage, delay, or safety issue caused by unsuitable site conditions.
If the product is installed, moved, dismantled, repaired, modified, cleaned, wired, connected, adjusted, or handled by any person other than HEDES or a party approved in writing by HEDES, the warranty may be void. HEDES is not responsible for defects, damage, failure, injury, cost, or loss caused by third party handling.
The Customer must not open, repair, alter, rewire, modify, repaint, refinish, resize, dismantle, or replace any part of the product without written approval from HEDES. Unauthorised repair or alteration may void warranty immediately.
HEDES may provide after sales service including inspection, adjustment, repair, cleaning guidance, maintenance, part replacement, reinstallation, relocation assessment, technical advice, or product care support. After sales service may be free, chargeable, or partly chargeable depending on the product, warranty status, location, site condition, nature of service, and cause of issue.HEDES may refuse after sales service where the product was not purchased from HEDES, was altered by third parties, is unsafe to service, is located in an inaccessible area, or has been damaged by excluded causes.
Service may be chargeable where the issue is caused by misuse, third party work, poor site condition, electrical fault, cleaning damage, relocation, unauthorised handling, expired warranty, consumable replacement, Customer requested adjustment, or any excluded cause. Chargeable service may include inspection fee, labour fee, transport fee, spare part cost, collection fee, reinstallation fee, access equipment cost, storage fee, and administrative cost. HEDES may require payment before arranging a chargeable service visit.
Availability of spare parts depends on product model, supplier availability, production batch, discontinuation status, import restrictions, and inventory. HEDES does not guarantee indefinite spare part availability. Where original parts are unavailable, HEDES may offer the closest available suitable alternative where technically and aesthetically acceptable. Replacement parts may vary slightly from the original in tone, finish, crystal reflection, size, shape, light temperature, or appearance due to batch differences or product evolution.
If a product or component has been discontinued, HEDES may attempt to source suitable replacement parts, equivalent components, repair options, or alternative solutions. HEDES shall not be liable where a discontinued product or part is no longer available from the supplier, manufacturer, or production source.
Luxury lighting requires proper maintenance. The Customer is responsible for regular care, suitable cleaning, safe usage, dust protection, electrical stability, and environmental control.HEDES may recommend periodic inspection or maintenance for large chandeliers, high ceiling installations, project luminaires, hotel lighting, villa chandeliers, and complex installations. Failure to maintain the product properly may affect warranty coverage.
The Customer must follow HEDES cleaning instructions. Products should not be cleaned with water spray, steam, harsh chemicals, acidic cleaners, ammonia, alcohol based products, abrasive cloths, rough brushes, or unsuitable cleaning agents. Electrical parts must not be exposed to moisture. HEDES may refuse warranty claims caused by incorrect cleaning.
Products should not be relocated without consulting HEDES. Relocation may require dismantling, repacking, transportation, inspection, new fixing points, new electrical assessment, and reinstallation. Damage caused during relocation by the Customer or third parties is excluded from warranty. If HEDES performs relocation, separate charges and conditions may apply.
The product must be used only for its intended purpose and environment. Indoor products must not be used outdoors unless expressly rated for outdoor use. Decorative products must not be overloaded, modified, used as support, used in unsafe environments, exposed to water, exposed to construction conditions, or operated with incompatible electrical systems. Misuse voids warranty where the issue arises from such misuse.
The Customer must report suspected defects promptly.Continued use of a product after noticing a potential defect may worsen the issue and may affect warranty coverage where legally permitted. The Customer must stop using the product if continued use may create safety risk, electrical risk, structural risk, or further damage.
If the Customer notices sparks, burning smell, unusual heat, flickering, cracking sound, loose suspension, visible damage, water exposure, or any safety concern, the Customer must stop using the product immediately and contact HEDES. The Customer must not attempt repair unless advised in writing by HEDES or handled by a qualified professional approved for that purpose.
The Customer must provide safe and reasonable access for warranty inspection or after sales service. This includes parking, building entry, service lift access, working permission, safe ladder or platform access where required, clear work area, electrical access, and authorised person on site. If access is unavailable, unsafe, restricted, or incomplete, HEDES may reschedule the visit and charge additional fees.
For products delivered or installed outside the United Arab Emirates, warranty service may be subject to location, logistics, customs, availability of technicians, availability of parts, and local restrictions. The Customer may be responsible for transport, customs, duties, local charges, travel cost, accommodation, access equipment, and third party service costs unless otherwise agreed in writing.
Warranty applies only to the original Customer unless HEDES agrees otherwise in writing or applicable law requires otherwise.If the product is sold, transferred, gifted, relocated, or moved to another property, warranty may be void or may require inspection and approval by HEDES.
No employee, salesperson, installer, contractor, designer, agent, or third party may modify this Policy or provide additional warranty promises unless confirmed in writing by authorised HEDES management. Only written warranty terms issued or approved by HEDES shall be binding.
To the maximum extent permitted by law, HEDES shall not be liable for indirect, incidental, special, commercial, project, reputational, or consequential loss arising from warranty claims, repair, service delay, spare part delay, inspection, rejected claims, site conditions, electrical issues, third party work, or Customer handling. Where limitation is permitted by law, HEDES’ total liability shall not exceed the amount paid by the Customer for the specific product or service giving rise to the claim. Nothing in this Policy excludes liability that cannot be excluded under applicable law.
HEDES shall not be responsible for delay or failure in warranty or after sales service caused by events beyond reasonable control, including supplier delay, spare part shortage, customs delay, shipping delay, government action, public holiday, fire, flood, severe weather, labour disruption, transport disruption, cyber incident, power failure, border delay, or any similar event.
For warranty claims, inspection requests, after sales service, repair, spare parts, or maintenance enquiries, the Customer may contact: HEDES Customer Care [Insert full legal company name] Hedes Building, Sheikh Zayed Road, Dubai, United Arab Emirates Email: [Insert email]Telephone and WhatsApp: [Insert number] Website: www.hedes.com