Dulora takes product quality seriously. This Express Warranty is designed to give you confidence in every product we supply, backed by Australian Consumer Law and our own commitment to getting things right.
Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure. These rights apply regardless of any warranty terms set out on this page.
About This Express Warranty
This Express Warranty is offered by Dulora in addition to your rights under Australian Consumer Law. It does not replace, limit, or reduce those rights in any way.
This Express Warranty applies to genuine Dulora products sold new by Dulora or an authorised stockist, and purchased by you for resale through your trade account.
What Is Covered and for How Long
Dulora warrants that our products will be free from defects in materials and workmanship, under normal use, for the warranty period shown on each product's listing at the time of purchase. Indicative warranty periods across our range are as follows.
- LED Bulbs: typically 2 or 3 years, depending on the product
- Festoon Strings: typically 2 years
- Accessories: typically 12 months
The warranty period for each product is always displayed on its product page. If you are unsure of the warranty period for a product you have purchased, please contact our trade team and we will confirm.
This Express Warranty does not apply to incandescent products. Your rights under Australian Consumer Law continue to apply regardless.
What Is Not Covered
This Express Warranty does not cover product failures caused by:
- Use of the product contrary to its specifications, including connection to incorrect voltage (for example, using a 12V or 24V product on 240V mains power)
- Use with incompatible dimmers, transformers, or drivers not recommended for the product
- Power surges, electrical faults in the installation, or lightning damage
- Deliberate or accidental physical damage, including drops, impacts, or crushing
- Modification, repair, or disassembly of the product by anyone other than Dulora or an authorised representative
- Water, moisture, or liquid ingress for products not rated for wet locations
- Natural end of service life for a product or its components
- Cosmetic wear, including surface scratches, fading, or discolouration that does not affect product function
- Improper installation, improper maintenance, or use in an environment outside the product's stated operating conditions
Your rights under Australian Consumer Law continue to apply regardless of these exclusions.
How to Submit a Warranty Claim
If you believe a product is faulty and within its warranty period, please contact our trade team via the Contact Us page with the following information:
- Your order number or other evidence of purchase, such as a receipt or order confirmation email.
- A short video or photos of the issue, showing the product installed and powered on where possible, or the symptom if the product will not power on.
- A brief description of the fault: has the product failed completely, is it flickering, buzzing, dimming inconsistently, or something else?
- The batch number printed on the metal base of the bulb or the label on the driver or fitting (usually a four to six digit code), if applicable.
- Whether the product is being used with a dimmer, and if so, the brand and model of the dimmer.
What Happens Next
Once we have the details, our trade team will review your claim and respond within 1 to 2 business days. In most cases we can assess the claim from the photos or video you provide, without requiring the product to be returned.
Where the claim is valid, we will at our discretion either repair the product or send a replacement, and we will cover the cost of shipping the replacement to you.
In some cases we may ask you to return the product for inspection before processing the claim, particularly for driver or fitting failures that require a physical examination. Where we ask you to return a product for inspection under this warranty, we will cover the cost of return shipping unless the inspection determines the fault falls under the exclusions listed above.
Questions
If you have any questions about a warranty claim, please contact us and a member of our trade team will be in touch. You can also visit our Help Centre for quick answers to common questions.