Returns & Exchanges

Something not working? We'll make it right.

Submit a Return Material Authorization (RMA) request in under 3 minutes. Most claims get a reply within a couple of business days, and every fixture is backed by our written Limited Warranty.

Start an RMA request → Sign in to track existing RMA

Up to 10‑yr Limited warranty · 100,000 hrs

LaborShield™ Optional labor coverage

Photo‑first Most claims · usually no return shipping

Existing customer

Track your RMAs in the Customer Portal

For privacy, RMA status is only visible to the account holder. Sign in with the email on file to see your own returns, invoices, and order history.

→ Request portal access → Forgot password

accounts.archipelagolighting.com/portal/customerdashboard

If it's a safety issue

Fire, smoke, melting, or anything falling from a fixture — call (866) 912-3220 directly. Our Operations team takes safety claims off the queue immediately, before any form.

What to expect

From submission to replacement — what to expect.

You submit

Form + evidence (3 photos min.) takes ~3 minutes. We log it in ALG Records the same business day.

We review

We review — our team reviews your photos and confirms coverage.

Evidence review

We review your photos. Most claims clear without a physical return, and your RMA is issued once approved.

Replacement ships

Replacement ships — typically within about 5 business days when in stock; we cover cross-warehouse transfers.

RMA Policy — Current

What to have ready before you start

The form takes ~3 minutes if you have these in hand. We've kept it short — every field is one we genuinely need to issue the RMA. No marketing questions.

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ALG PO# or Invoice#

Proof of purchase — how we verify your order and match your account.
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Product SKU and date code

Date code is on the fixture label — needed to identify the lot.
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3+ photos of the failure

Full view, close-up, and the product label (SKU + date code visible).
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Site address and install date

We need to confirm warranty period and install conditions.

Frequently asked

Common questions from contractors and distributors

How long do I have to submit a claim? +

Shipping or freight damage. Inspect every shipment when it arrives and note any visible damage on the carrier's delivery receipt before you sign. Report freight or concealed damage to us right away — within 3 days of delivery — because carriers allow only a short window to file a concealed-damage claim, and a missed window can forfeit recovery. Keep the original packaging and send photos. Shipping damage is handled under our Sales Terms & Conditions, separately from the product warranty.

Product defects. File any time within the product's warranty period — PRO+ 10 years, PRO 7 years, ECO 5 years, linear lamps 7 years, decorative lamps 3 years, and sensors 3–5 years. Emergency & life-safety units carry a split term: 5 years on the electronics, 1 year on the battery. Coverage starts at installation (when you register) or 90 days after purchase, whichever comes first.

Do I have to physically return the defective unit? +

Usually not. For most claims, clear photos of the failure plus the product label (SKU and date code) are enough for us to approve the claim, issue your RMA, and ship a replacement. We'll only ask for the unit back when the failure needs hands-on inspection to confirm the cause — and we'll tell you exactly where to send it. We do reserve the right to examine a returned product; if a unit we've requested isn't returned for analysis, the claim can't be completed.

Who pays freight on returns? +

Warranty replacement — we ship your replacement; you return the defective unit freight prepaid to the address on your RMA. The replacement invoice is credited once the defective unit reaches us (within 30 days).
Our error (wrong item, shortage, or damage from our warehouse) — we cover return freight and issue full credit. Report it within 5 business days of receipt, with photos.
Non-defective catalog returns — standard stock can be returned within 90 days, in original unopened packaging and resalable condition, shipped freight prepaid by you, less a 25% restocking fee.

The standard warranty covers the product only — removal, re-installation, and access equipment (lifts, cranes, scaffolding) are the customer's responsibility unless the project carries LaborShield + Labor.

What's LaborShield? +

LaborShield™ is our optional 10-year extended-warranty program. It's added as a line item on your original purchase order (it can't be added later) and registered within 90 days of installation. It comes in two tiers:

10-Year Extended Limited Warranty — extends the standard product warranty to a full 10 years / 100,000 hours. Product replacement only; no labor. Available on PRO+, PRO, ECO, linear-lamp, and emergency/life-safety products.
10-Year Extended Warranty + Limited Labor — everything above, plus a labor allowance toward the electrician's cost to swap a covered defective fixture: up to $50 per unit, on a declining schedule (100% years 1–7, then 75%, then 50%), capped at 10% of the project's product value. Available on PRO+, PRO, and ECO fixtures.

See the full LaborShield Terms for eligibility, registration, and limits.

How fast will I hear back? +

We aim to reply within about 2 business days for most claims, and we prioritize larger, multi-unit issues. Anything involving a safety concern — fire, smoke, melting, or a fixture coming loose — skips the queue: call (866) 912-3220 and it goes straight to our Operations team. After we acknowledge your claim, we keep you updated as we review it; because every claim is different, we don't put a fixed clock on final resolution.

Talk to a human

Need to bypass the form? Our warranty team picks up.

Especially for large multi-unit failures, life-safety fixtures, or anything that needs a phone call. We don't hide behind tickets.

Phone

(866) 912-3220

Mon–Fri · 6 AM – 5 PM PT

warranty@archipelagolighting.com

Typical reply within ~2 business days

Mail

4615 State Street

Montclair, CA 91763