our warranty guide

our warranty guide
Warranty
The VELUX promise
Specific limited product
warranty
10-year “No Leak”
installation warranty
Warranty claim procedure
20 year limited warranty
10 year limited warranty
VELUX insulating glass (b)(c)
VELUX roof windows, skylights,
SUN TUNNEL skylights, and
flashing (b)(c)(d)
For a period of (20) twenty years from the date of
purchase, VELUX warrants to the end-user(a) that the
insulated glass unit will not develop a
Insulating glass
material obstruction of vision due to a
failure of the glass seal. If a seal failure
is brought to our attention during
this time period, VELUX will, at its
option, 1) provide a replacement pane
delivered free of charge to the original
point of purchase or to the end-user,
2) provide a replacement roof window
or skylight product with an insulated unit delivered free of
charge to the original point of purchase or to the end-user,
or 3) refund the end-user the original purchase price.
For a period of (20) twenty years from the date of
purchase, VELUX warrants to the end-user that the
reflection-enhanced material in the SUN TUNNEL skylight
shall be free from defects in material and workmanship
and correspond to the agreed materials properties.
VELUX guarantees that the material under normal
interior environmental conditions will not splinter, yellow,
darken, peel-off, blister, crack or develop any other surface
deterioration reducing the reflectivity when used as
instructed in the VELUX product instructions. If a defect
is found during this period, VELUX will, at its option: 1)
provide a replacement component delivered free of charge
to the original point of purchase or to the end-user, or 2)
repair the component without charge for material or labor.
VELUX polycarbonate clarity
For a period of (5) five years from the date of purchase,
VELUX warrants to the end-user that the yellowness
index on clear polycarbonate shall be less than 4.0 from
the date of purchase as measured with a HunterLab’s
spectrocolorimeter according to ASTM D 1925, subject
to the limitations set forth herein. This warranty applies
to the product exposed to ultraviolet rays in normal interior
(a) End-user means the natural or legal entity or person who owns the product and has
not acquired it with a view to reselling or installing it in the course of a business.
(b) VELUX acrylic skylights (Metro-lite and Dura-lite) are covered under a separate
limited warranty and are not covered by this Limited warranty.
(b) VELUX acrylic skylights (Metro-lite and Dura-lite) are covered under a separate
limited warranty and are not covered by this Limited Warranty.
(c) The components of insulated glass, electric control systems including motorized
operators and rain sensors, and blinds (pleated shades, venetian blinds, roller shades,
lightblock shades, and awning blinds) are covered under a separate warranty from the
roof window or skylight as described by this limited warranty.
(c) The components of insulated glass, electric control systems including motorized
operators and rain sensors, and blinds (pleated shades, venetian blinds, roller shades,
lightblock shades, and awning blinds) are covered under a separate warranty from the
roof window or skylight as described by this limited warranty.
(d) The clarity of polycarbonate components are covered under a separate limited
warranty and are not covered by this limited warranty.
Specific limited product warranty
Specific limited product warranty
VELUX SUN TUNNEL™ skylight
rigid tunnel
For a period of (10) ten years from the date of purchase,
VELUX warrants to the end-user that VELUX roof
windows, glass skylights, SUN TUNNEL
skylights, and flashing will be free from
defects in material and workmanship.
VELUX also warrants to the end-user
that the yellowness index on clear
acrylic shall be less than 4.0 from the
date of purchase as measured with
a HunterLab’s spectrocolorimeter
according to ASTM D 1925, subject
to the limitations set forth herein. This
acrylic clarity warranty applies to the
product exposed to ultraviolet rays in
normal interior and exterior applications,
which shall exclude extreme weather conditions. If a
VELUX roof window, skylight, SUN TUNNEL skylight, or
flashing product is found to be defective during this time
period, VELUX will, at its option: 1) provide a replacement
component or a replacement roof window, skylight, SUN
TUNNEL skylight, or flashing product delivered free of
charge to the original point of purchase or to the end-user,
2) repair the roof window, skylight, SUN TUNNEL skylight
or flashing without charge for material or labor, or
3) refund the end-user the original purchase price.
and exterior applications, which shall exclude extreme
weather conditions. If a defect is found during this period,
VELUX will, at its option: 1) provide a replacement
component or a replacement skylight delivered free of
charge to the original point of purchase or to the end-user,
2) repair the skylight without charge for material or labor,
or 3) refund the end-user the original purchase price.
is found during this period, VELUX will, at its option:
1) provide a replacement component or a replacement
skylight delivered free of charge to the original point of
purchase or to the end-user, 2) repair the skylight without
charge for material or labor, or 3) refund the end-user the
original purchase price.
5 year limited warranty
Exclusions and limitations
VELUX blinds
The warranty period begins from the date the VELUX
product is purchased from a VELUX dealer and must be
substantiated with the original invoice or sales receipt. If
the purchase date cannot be substantiated, the warranty
period will begin on the date of manufacture as indicated
on each product.
For a period of (5) five years from date of purchase, VELUX
warrants to the end-user that VELUX blinds (venetian
blinds, light filtering blinds, and blackout blinds) will be
free from defects in material and
workmanship. If a defect is brought
to our attention during this time
period, VELUX will, at its option: 1)
provide replacement components or a
replacement blind or control product
delivered free of charge to the original
point of purchase or to the end-user, or 2) repair the
product without charge for material or labor.
For a period of (5) five years from date of purchase,
VELUX warrants to the end-user that controls such as
skylight manual, solar and electric motorized operators,
rain sensors, remote controls, photovoltaic panels, operator
handles and rods, and electrical control systems will be
free from defects in material and workmanship. If a defect
is brought to our attention during this time period, VELUX
will, at its option: 1) provide replacement components or
a replacement blind or control product delivered free of
charge to the original point of purchase or to the end-user,
or 2) repair the product without charge for material or
labor.
VELUX acrylic and
polycarbonate skylights
For a period of (5) five years from date of purchase,
VELUX warrants to the end-user that VELUX acrylic and
polycarbonate skylights (Metro-lite and Dura-lite) will be
free from defects in material and workmanship. If a defect
(b) VELUX acrylic skylights (Metro-lite and Dura-lite) are covered under a separate
limited warranty and are not covered by this Limited Warranty.
Do not attempt to repair or replace the product without
authorization from VELUX. VELUX will not be responsible
for any damages to persons or properties, including
the Covered Product itself, caused by any unauthorized
attempt to repair or replace the product. Furthermore,
VELUX may, at its option, refuse to provide any or all
remedies under this Warranty if any unauthorized attempt
to repair or replace a Covered Product causes further
damages.
It is the responsibility of the end user to mitigate and
minimize water damage or any other damage that a
defect in a Covered Product may cause.
Specific limited product warranty
Specific limited product warranty
VELUX manual, solar and electric
controls(b)
This warranty does not cover any labor cost associated
with the installation of replacement products or
components if VELUX chooses not to repair the product.
The providing of replacement products or components
shall not extend the original warranty period. VELUX
reserves the right to provide a similar replacement product
or component if the original model is no longer available at
the time of any warranty claim.
This warranty will only apply if the product is finished,
installed, operated and maintained strictly in accordance
with VELUX instructions or other instructions furnished
with the Covered Product. This warranty does not cover
the repair or replacement of products damaged as a
result of accident, including but not limited to accidental
glass breakage, dome breakage or crazing, problems due
to water penetration such as ice damming not resulting
from default in a VELUX product, abuse, misuse, faulty
building construction or design, improper or insufficient
handling, alterations of the Covered Products or addition
of non-approved components, applications in areas of high
humidity, areas without proper or adequate ventilation
or humidity control, acts of God, products subjected
to conditions outside their design limitations, minor
imperfections in glass or plastic components that do not
affect the product in performance or obscure vision; minor
variations in glass or plastic coloration; damage caused by
adverse local conditions such as corrosive environmental
factors including acid rain; variations in wood grain
or color; wood rot due to improper maintenance or
installation.
Normal wear and tear is not covered by this warranty,
nor are problems arising from failure to properly maintain
the product. Glass corrosion as a result of standing water
and debris on glass are not covered by this warranty.
Condensation on roof windows and skylights and any
related water damage which may occur as a natural
result of humidity within a building or a variation between
indoor/outdoor temperatures is not a defect and will not
be covered by this warranty. The warranty on insulated
glass is void if any film is applied to the glass surface.
THIS WARRANTY PROVIDES EXCLUSIVE REMEDIES
AND IS IN LIEU OF ALL OTHER EXPRESS OR IMPLIED
WARRANTIES, INCLUDING BUT NOT LIMITED TO THE
WARRANTIES OF MERCHANTABILITY AND FITNESS
FOR A PARTICULAR PURPOSE. ALL OTHER
WARRANTIES ARE HEREBY DISCLAIMED UNLESS
PROHIBITED BY APPLICABLE LAW.
THIS WARRANTY IS A FULLY INTEGRATED DOCUMENT.
ANY ALTERATION OR ADDITION TO THIS WARRANTY
MUST BE IN WRITING, REFER SPECIFICALLY TO THIS
WARRANTY, AND MUST BE MADE BY AN AUTHORIZED
OFFICER OF VELUX. NO ALTERATION OR ADDITION TO
THIS WARRANTY CAN BE MADE BY A VELUX DEALER.
Exclusions of damages
IN NO EVENT SHALL VELUX BE LIABLE FOR INDIRECT,
SPECIAL, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE
DAMAGES. IN THE EVENT THAT VELUX CANNOT
REPLACE OR REPAIR A COVERED PRODUCT WITHIN
A REASONABLE TIME, THE END-USER’S EXCLUSIVE
REMEDY IS A FULL REFUND OF THE ORIGINAL
PURCHASE PRICE OF THE COVERED PRODUCT.
Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation
or exclusion may not apply to you.
Need help
In the event that you need our help, please contact your
VELUX dealer or contact us directly:
VELUX America Inc.
PO Box 5001 • Greenwood, SC 29648-5001
Tel 1-800-88-VELUX
So that we can provide the best response possible, please
include the following information in writing:
• Your name, address, and phone number.
• A description of the product and the product model
number (located on the identification label attached to
each product).
• A description of the product concern.
• Details of attempts to address concern.
Specific limited product warranty
Specific limited product warranty
Custom painted skylights, roof windows, VELUX SUN
TUNNEL™ skylights and flashings are not covered by
this warranty.
Disclaimer of all other
warranties
10-year “No Leak”
installation limited warranty
reinstall the Covered Product at its cost and expense; (ii)
remove the Covered Product and install in its place a VELUX
product of the same or similar model; or (iii) reimburse the
original end-user(a) the reasonable cost of one (1)
reinstallation of the Covered Product not to exceed $1,000.00.
This Warranty applies to the original installation of
the following VELUX models (series A21) installed on
residential buildings, with one layer of properly installed
roofing material, which are identifiable by the product
code and size designations:
If the date of original purchase cannot be established, the
ten (10) year warranty period shall be deemed to begin
on the date of manufacture as indicated on the Covered
Product. Any reinstallation or replacement of a Covered
Product shall not extend the original warranty period
provided herein.
Deck mounted skylights (sold after January 1, 2010)
• FS skylights and related flashings*
• FSR skylights and related flashings*
• VS skylights and related flashings*
• VSE skylights and related flashings*
• VSS skylights and related flashings*
• Size designation beginning with A, C, D, M, S
Example: FS MO6 or EDL M06 (the “Covered Products”)
How to obtain warranty
protection
* Flashing kits EDL, EDW, EDM, EKL, EKW Installed according to our
instructions and pitch requirements
We find most of the concerns by consumers are resolved
in this step.
Curb mounted skylights (sold after April 15, 2011)
• FCM skylight and related flashings**
• VCM skylights and related flashings**
• VCE skylights and related flashings**
• VCS skylights and related flashings**
** Flashing kits ECL, ECW Installed according to our instructions and pitch
requirements
This warranty is separate from, and in addition to, VELUX
limited specific product warranty on the Covered Products.
For a period of ten (10) years from the date of original
purchase of a Covered Product, VELUX warrants that no
water will leak through the installed Covered Product or
between the installed Covered Product and the roof deck,
provided that the Covered Product is installed strictly in
accordance with VELUX deck or curb mounted skylight and
related flashing installation instructions. If there is any water
leakage through the installed Covered Product or between
the installed Covered Product and the roof deck during the
warranty period, VELUX will, at its option: (i) repair or
(a) End-user means the natural or legal entity or person who owns the product and has
not acquired it with a view to reselling or installing it in the course of a business.
If there is still a concern, have the builder, remodeler or
installer contact VELUX customer service department
directly at:
VELUX America Inc.
PO Box 5001 • Greenwood, SC 29648-5001
Tel 1-800-88-VELUX • [email protected]
So that VELUX can provide the best response possible,
please include the following information when
contacting us:
• Your name, address, and phone number.
• A description of the product and the product model
number (located on the identification label attached to
each product).
• A description of the product concern.
• Details of attempts to address concern.
A trained customer service team member will work to
solve your concern over the phone. In many cases, we solve
concerns over the phone without the inconvenience of an
on-site visit.
It is the responsibility of the end user to mitigate and
minimize water damage or any other damage that a
Covered Product may cause.
10-year “No Leak” installation limited warranty
10-year “No Leak” installation limited warranty
Example: FCM 2246 or ECL 2246 with adhesive skylight
underlayment (the “Covered Products”)
If you have concerns with your VELUX skylight installation,
please contact your builder, remodeler or installer, who
should inspect the skylight and installation to verify that
installation is according to our instructions.
What is not covered
The end-user is responsible for a one-time service inspection
fee at current published rates if, after a complaint of leakage,
a VELUX-authorized technician determines that the Covered
Product was not installed strictly in accordance with VELUX
deck mounted skylight and related flashing installation
instructions or if the water penetration is not related to the
skylight installation.
This warranty does not cover, and specifically excludes, any
leaks to a Covered Product due to any of the following: reroofing without re-wrapping using VELUX adhesive skylight
underlayment and VELUX approved and related flashing, a
venting Covered Product left open during rain or other forms
of precipitation, moisture penetration at seams in the roof
deck, incorrect installation of the product, rough opening
sizes other than those called out in VELUX deck mounted
skylight installation instructions, improper maintenance
of the product or installation, accidents including but not
limited to accidental glass breakage, abuse, misuse, faulty
building construction or design, acts of God, products
subject to conditions outside their design limitations,
corrosive environmental factors including chlorine and acid
rain, or any other factor unrelated to the original installation
of the Covered Product.
In cases of extreme snow or large roof areas above the
skylight, a water diverter should be considered. A water
diverter is required for roof pitches from 45˚ to 60˚
utilizing ECL flashings. Refer to related skylight and flashing
instruction manuals for proper installation. In case of flood
and water overflowing the roof or skylight, this is considered
acts of God and is not covered by our warranties.
Disclaimer of all other
warranties
THIS WARRANTY APPLIES ONLY TO THE
INSTALLATION OF COVERED PRODUCTS AND
PROVIDES THE EXCLUSIVE REMEDIES ON THE
INSTALLATION OF THE COVERED PRODUCTS. THIS
WARRANTY IS IN LIEU OF ALL OTHER EXPRESS
OR IMPLIED WARRANTIES, INCLUDING BUT NOT
LIMITED TO ANY APPLICABLE WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR
PURPOSE. ALL OTHER WARRANTIES ON THE
INSTALLATION OF THE COVERED PRODUCTS ARE
HEREBY DISCLAIMED UNLESS PROHIBITED BY
APPLICABLE LAW.
THIS WARRANTY IS A FULLY INTEGRATED
DOCUMENT. ANY ALTERATION OR ADDITION TO
THIS WARRANTY MUST BE IN WRITING, REFER
SPECIFICALLY TO THIS WARRANTY, AND MUST BE
MADE BY AN AUTHORIZED OFFICER OF VELUX. NO
ALTERATION OR ADDITION TO THIS WARRANTY CAN
BE MADE BY A VELUX DEALER.
Exclusions of damages
IN NO EVENT SHALL VELUX BE LIABLE FOR INDIRECT,
SPECIAL, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE
DAMAGES RESULTING FROM THE INSTALLATION OF
COVERED PRODUCTS. IN THE EVENT THAT VELUX
CANNOT REINSTALL OR REPLACE A COVERED PRODUCT
WITHIN A REASONABLE TIME, THE END-USER’S
EXCLUSIVE REMEDY IS THE REASONABLE COST OF ONE
(1) REINSTALLATION OF THE COVERED PRODUCT NOT
TO EXCEED $1,000.00.
Some States do not allow the exclusion or limitation of
incidental or consequential damages, so the above limitation
or exclusion may not apply to you.
10-year “No Leak” installation limited warranty
10-year “No Leak” installation limited warranty
“Leak” within the meaning of this warranty requires the
penetration of water in liquid form through or between
the Covered Product (skylight) and roof deck caused by
the installation of the Covered Product in accordance with
VELUX deck or curb mounted skylight and related flashing
installation instructions. Condensation on a Covered
Product, which may occur as a natural result of humidity
within a building or a variation between indoor and outdoor
temperatures, is not a “leak,” is not covered by this warranty
and is specifically excluded.
FCM, VCM and VCE are installed with site built curbs, these
need to be built and installed according to our curb mounted
skylight installation instructions. If these skylight curbs are
not built according to our instructions, with an outside curb
dimension matching the skylight, secured properly to the
roof deck or curb, use of adhesive underlayment and the use
of related VELUX flashings, warranty may not be valid.
10-year limited warranty
Hail breakage warranty for
VELUX skylights with Clean,
Quiet & Safe glass only
For a period of ten (10) years from the date of purchase
after January 1, 2014, VELUX warrants to the end-user(a)
that VELUX Skylights with Clean, Quiet and Safe glass
only(b) will not crack or break because of hail. If VELUX, (i)
verifies that the Clean, Quiet and Safe glass on any VELUX
Skylight subject to this Limited Warranty is cracked or
broken as a result of hail, and (ii) confirms the occurrence of
hail from the National Weather Service for the appropriate
location of original installation, VELUX will, at its option: (1)
provide a replacement pane delivered free of charge to the
original point of purchase or to the end-user, (2) provide a
replacement skylight with an insulated pane delivered free of
charge to the original point of purchase or to the end-user, or
(3) refund to the end-user the original purchase price of the
VELUX skylight in question paid by the end-user.
What is not covered
This limited warranty for the VELUX Clean, Quiet and Safe
glass excludes the following: (1) reinstallation labor or other
consequential damages, and (2) dents, cosmetic, superficial
or other damages that do not inhibit the reasonable
operation or serviceability of the skylight in which the
VELUX Clean, Quiet and Safe glass is installed. This limited
warranty applies solely to cracks or breaks to the VELUX
Clean, Quiet and Safe glass only specifically caused by hail
and not by any other cause of damage to the glass or skylight
as verified by VELUX.
10-year Hail breakage warranty
(a) End-user means the natural or legal entity or person who owns the product and has
not acquired it with a view to reselling or installing it in the course of a business.
(b) Clean, Quiet and Safe glass was introduced by VELUX in January 2014 and carries
the glazing code 04d, 06d, 07d, 08d, 10d and can be found on VELUX skylights.
THIS WARRANTY PROVIDES THE EXCLUSIVE
REMEDIES ON VELUX SKYLIGHTS WITH CLEAN, QUIET
AND SAFE GLASS ONLY AND IS IN LIEU OF ALL OTHER
EXPRESS OR IMPLIED WARRANTIES, INCLUDING
BUT NOT LIMITED TO THE WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR
PURPOSE. ALL OTHER WARRANTIES ON VELUX
SKYLIGHTS WITH CLEAN, QUIET AND SAFE GLASS
ARE HEREBY DISCLAIMED UNLESS PROHIBITED BY
APPLICABLE LAW.
THIS WARRANTY IS A FULLY INTEGRATED
DOCUMENT. ANY ALTERATION OR ADDITION TO
THIS WARRANTY MUST BE IN WRITING, REFER
SPECIFICALLY TO THIS WARRANTY, AND MUST BE
MADE BY AN AUTHORIZED OFFICER OF VELUX. NO
ALTERATION OR ADDITION TO THIS WARRANTY CAN
BE MADE BY A VELUX DEALER.
Exclusions of damages
IN NO EVENT SHALL VELUX BE LIABLE FOR INDIRECT,
SPECIAL, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE
DAMAGES. IN THE EVENT THAT VELUX CANNOT
REPLACE A PRODUCT COVERED HEREBY WITHIN A
REASONABLE TIME, THE END-USER’S EXCLUSIVE
REMEDY IS A REFUND OF THE ORIGINAL PURCHASE
PRICE OF THE VELUX SKYLIGHT IN QUESTION PAID BY
THE END-USER.
Some States do not allow the exclusion or limitation of
incidental or consequential damages, so the above limitation
or exclusion may not apply to you.
10-year Hail breakage warranty
This warranty gives you specific legal rights, and you may
also have other rights, which vary from State to State.
Disclaimer of all other
warranties
Warranty claim procedure
3
Thank you for reviewing the VELUX America Inc. warranty
procedure. It is our desire to handle any concerns on a
VELUX product or installation in an efficient manner. To
assist you in the process we have set up the following
procedure to guide our valuable customers.
With 70 years of experience producing skylights, we have
found that the most frequent problem regarding product
concerns relates to proper installation. Thus, the first step
of the warranty procedure is to verify with your builder,
installer or remodeler that the installation of your VELUX
product was completed according to the relevant VELUX
instructions, thus:
1
If you have concerns with your VELUX product or
Step installation, please contact your builder, remodeler
or installer, who should inspect the product and
installation to verify that installation is according to
our instructions.
We find that most of the concerns by consumers are
resolved in this step.
2
(if necessary)
Step If there is a concern following Step 1, have the
builder, remodeler or installer contact VELUX
customer service department directly at:
So that VELUX can provide the best response
possible, please include the following information
when contacting us:
• Your name, address, and phone number.
• A description of the product and the product
model number (located on the identification label
attached to each product).
• A description of the product concern.
• Details of attempts to address concern.
Once you have contacted VELUX customer service
department, you may be asked to complete a product
information form. The form will be emailed or faxed
and helps expedite your service request.
4
department. This department is comprised of
technical experts with years of experience handling
product and installation concerns. Our technical
service department will try to resolve your issue over
the phone or provide parts as outlined in our limited
warranty. Additional product installation information
may be requested before proceeding further.
If our technical service department cannot solve the
Step concern, a VELUX Solutions service contractor will
schedule an appointment for an on-site visit. We
do request the builder, remodeler or installer also
join us on this call. This contractor will evaluate the
problem and provide either on-site repair or a plan for
resolution. In some cases the resolution involves the
builder, installer or remodeler re-installing the product
in accordance with our installation procedures. Please
note that if it is determined on an on-site visit that the
installing contractor incorrectly installed the VELUX
product, then an on-site service visit fee will
be charged. Thus, Step 1 of this procedure is critical.
In some cases the solution can only be determined by
an on-site visit. In these cases additional spare parts
may need to be ordered from our factory and a followup on-site visit may
be necessary.
VELUX may, in its sole discretion, amend or revise this
warranty. Please go to www.veluxusa.com/warranty
for VELUX most updated warranty claim
procedure information.
Thank you in advance for purchasing VELUX products.
We want you to know that the overwhelming majority
of VELUX customers never need to involve themselves
in this process but we hope this overview helps you
understand how we would solve a concern regarding
an installed VELUX product.
Warranty claim procedure
Warranty claim procedure
VELUX America Inc.
PO Box 5001 • Greenwood, SC 29648-5001
Tel 1-800-88-VELUX • [email protected]
Upon completion of the product information
Step form, the call is escalated to our technical service
XUS-20194-0114 • ©2013 VELUX Group • ®VELUX, VELUX logo are registered trademarks • VELUX SUN TUNNEL is a trademark of VELUX Group
VELUX America Inc.
450 Old Brickyard Road
PO Box 5001
Greenwood, SC 29648-5001
Tel 1-800-283-2831
Fax 1-864-943-2631
www.veluxusa.com
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