Replacement

When a delivered reel is faulty, the fix is a diagnosis, not a debate

Send us

  • Photo of failure, reel label, order number, % of reel affected, installation environment

Request a replacement

Process

How the replacement runs

Stop: do not install more of the batch until the failure mode is identified — one bad joint and one bad reel look identical in a photo.
Send three photos: the failing section, the cut end, and the reel label; plus the driver and dimmer photos if the failure is flicker.
We classify it: connector/joint, driver match, installation rule, or manufacturing defect.
Manufacturing defect: we ship replacement metres and credit the freight on a case-by-case basis, per the stated warranty.
Silent failures (coloured, dim, dead) from the same reel are covered by keeping the failing sample attached to the claim photo.
If the failure was ours, the incident changes the spec note on the next order — the new PO records why it happened.
Products

Used in this replacement

Repeating a spec, or replacing a failed reel?

Either way it starts with your old record. Send it once and every later order becomes a purchase order.

WhatsApp Request Quote