Haneco Product Warranty Guide

Warranty Process

Haneco provides a streamlined process for handling product warranty claims. To initiate a claim, customers should follow these steps:

• Step 1: Submit an online request via the official Haneco support portal or send an email to the dedicated warranty support address.
• Step 2: Provide all necessary documentation, including an RFC document detailing the reason for the request, clear photographs of the product, and the batch number. If replacement products are required, include the purchase order via EDI or email.
• Step 3: Upon submission, you will receive a confirmation email with a unique case number. Please retain this number for all future correspondence to ensure a swift resolution.

Product Warranty Coverage

Haneco Lighting Australia warrants that its products are free from manufacturing defects for a period of 3 years from the date of purchase, unless otherwise specified. If a product fails due to a manufacturing defect within this period, Haneco will provide a replacement product.

Labour Compensation Policy

As of 1 July 2020, Haneco may provide labour compensation to the installing contractor under specific conditions:

• Eligibility: Labour compensation is applicable only if the reported failure occurs within the first 12 months from the date of purchase.
• Claiming: Requests for labour must be submitted alongside the initial warranty claim and must align with the published schedule of rates.
• Equipment Hire: Haneco may, at its discretion, cover costs associated with equipment hire required for the replacement, based on an established schedule.
• Contractor Priority: The original installing electrical contractor is given the first opportunity to perform warranty repairs. If they decline, Haneco will arrange for another qualified and licensed contractor.
• Payment Terms: Labour payments are issued after the later of 14 days from the invoice date, receipt of faulty fittings or photos, or the provision of a case number on the invoice.
• Exclusions: No additional compensation is provided for difficult installations or work performed after standard business hours.