Warranty FAQs
Help Topics
Warranty Claims
You can submit a warranty claim in either of the following ways:
- Online: Complete and submit the online Warranty Claim form.
- Email: Download and complete the PDF form, then email it to warranty@pindustries.com.
You can submit a warranty claim in either of the following ways:
Yes, each site requires its own Warranty Claim form to ensure accurate claim tracking and processing.
Typically, we require:
- Completed Warranty Claim form
- Product part numbers
- Quantity of failed products
- Job site information
- Replacement product shipping address
Additional information may be requested depending on the claim.
To check the status of your warranty claim, contact us at warranty@pindustries.com. Please reference your Case Number, RMA Number, or Sales Order Number.
After receiving your claim:
- A Case Number is generated.
- Your claim is reviewed by the Warranty Team.
- If needed, an RMA is issued within 2 business days.
- Return shipping instructions and labels are provided, if required.
- Returned products are evaluated by Quality Control within 7 days of receipt.
If approved, a credit, replacement product, or labor reimbursement is processed, as applicable.
Common claim delays include:
- Missing Warranty Claim form
- Missing product part numbers
- Incomplete site information
- Failed products not returned when required
Warranty Coverage
To determine whether your product is still under warranty, refer to the Standard Limited Warranty.
Warranty coverage is based on:
- Effective warranty date
- Product type
- Applicable warranty policy at the time of purchase
No. Replacement material does not begin a new warranty period. Coverage continues under the original warranty period unless otherwise stated.
A Quality Failure is a product failure caused by defects in materials or workmanship under normal operating conditions.
Examples include:
- LED failure
- Internal power supply failure
- Manufacturing defects
Damage caused by improper installation, misuse, improper wiring, incorrect voltage, environmental conditions, or physical damage is generally not considered a Quality Failure.
Claim Process & Outcomes
No. Credits are issued only to the original distributor.
A replacement provides new product to restore the installation. A credit is issued to the original distributor after the warranty claim has been approved and can be applied toward the purchase of any Principal Sloan product.
Whether you receive a credit or a replacement depends on the type of claim. Possible resolutions include:
- Product replacement
- Distributor credit
- Labor reimbursement
- Combination of the above
The resolution is determined after reviewing the claim and applicable warranty coverage.
Limited labor reimbursement may be available if warranty requirements are met. Labor requests generally require:
- Return of the failed product for testing
- Completed Warranty Claim form
- Labor invoice
- Tax documentation (if required)
Engineering must verify that the returned product qualifies as a warrantable Quality Failure.
Limited Labor Warranty reimbursement limits:
- $100 for power supplies per job location
- $500 for LED material per job location
Certain products may not qualify for labor reimbursement.
In some situations, replacement products may be issued before testing is complete to help minimize downtime. Additional documentation or return of the failed product may still be required.
Not all product failures are covered under warranty.
Engineering determines whether the failure resulted from a manufacturing defect or external causes, such as improper installation, improper wiring, incorrect voltage, or environmental conditions, or physical damage.
Product Testing & Returns
Not always.
Some claims can be reviewed using photographs and documentation, while others require the failed product to be returned for engineering and quality testing before a warranty determination can be made.
If a return is required, Principal Sloan will provide a prepaid return shipping label.