CHAUVET DJ prides itelf on providing the highest level of lighting products and service as well as a superior warranty program.
1. What is the warranty on my unit?
Warranty valid only in the United States, United Kingdom Benelux countries and Republic of Ireland for products purchased through authorized CHAUVET DJ dealers.
For products purchased outside the above listed countries: Please consult your local CHAUVET DJ authorized dealer/distributor as warranty policies vary from country to country.
CHAUVET DJ provides a 24-month limited warranty on DMX-controllable lighting fixtures, video displays, and DMX-512 controllers; a 12-month limited warranty on non-DMX effect fixtures, trussing products, fog/haze machines, video switches/controllers, and non-programmable controllers; and a 6-month limited warranty on laser diodes and batteries. Your warranty period begins from your date of purchase or date of manufacture*. Click here for warranty information.
2. What are your hours of operation?
Office hours are Monday through Friday, from BE 9am – 5pm UTC+01:00; UK 9am-5pm GMT.
3. What is the process of ordering parts from CHAUVET DJ?
To order parts call Belgium or UK service department or alternatively email [email protected]
4. Where do I send my unit?
Repairs on units under warranty are performed at either our United Kingdom Branch Service Center (services United Kingdom) or our Belgium Branch Service Center (services Belgium, Netherlands, Luxembourg and Germany) – whichever is more convenient for you. But first, contact our Customer Service department by calling +441773 511115 (press #2) for our UK Branch Service Center or +32 9 388 93 97 (press #2) for our Belgium Branch Service Center to obtain a return authorization number (RMA#). Sending fixtures into us without an RMA# will lead to significant delays.
Once you have the RMA#, we will e-mail you the RMA# and shipping instructions.
5. For repair, if I don’t have the original box can I still send it in?
Yes, double box all returns and be sure they are secure before shipping. Pack the unit and surround it with suitable packing materials such as Styrofoam peanuts or foam. Never ship anything packed in shredded paper, newspaper or other easily compressed materials. Chauvet is not liable for any damage caused by carriers to our product when it is not in its original packaging.
6. How do I input units into my XPRESS 512?
By using ShowXpress, click here for more details.
Also download the ShowXpress app for Apple and Android. You can use your existing iTunes login info and search for “The Lighting Controller” under the “apps” menu to find it.
7. Why did CHAUVET DJ discontinue a certain unit?
There are several reasons why a unit is discontinued. Oftentimes, componentry is improved upon rendering original components obsolete, resulting in an upgrade. If these upgrades make the unit incompatible with the original, we may choose to discontinue the model. Demand also plays a significant part of the decision; if demand is falling, we are unable to produce the unit in quantities that make pricing reasonable.
- 8. How can I become an Authorized Dealer?
9. Can I purchase units directly from CHAUVET DJ?
The only way you can purchase directly from CHAUVET DJ is if you become an Authorized CHAUVET DJ Dealer. Our products are widely available through a global network of authorized CHAUVET DJ dealers and distributors.
10. Does CHAUVET DJ have authorized Service Centers in my area?
All repairs on units under warranty are performed at either the Chauvet Europe Limited in Nottingham UK or Chauvet Europe (services Belgium, Netherlands, Luxemburg and Germany) – whichever is more convenient for you. Our warranty covers the cost of parts, labor, and the return shipment.
11. How much does CHAUVET DJ charge if my unit is not under warranty?
We provide a 1 hour complimentary labour charge for inspection of the product. From this we create an estimate for the repair based on time and parts. Labour is charged at £40 an hour I the UK or €45 in mainland Europe. Within this we can also offer a cleaning fee for the product if you wish for the product to be deep cleaned, otherwise the product will have a small clean but will not be in new condition when sent back.
12. What is the turn-around time for repairs?
We aim to complete repairs and QC within 10 working days and return the product to the customer. There are, however, certain times when we do not have stock on the part required to complete the repair and when this occurs it can cause delays of up to 20 further working days.
13. I received my unit broken, what do I do?
Please follow all instructions detailed in the warranty card. Contact the Customer Service Department via email [email protected] or [email protected] to receive a RMA #. Please make sure to write the RMA# on the shipping label only and send the unit to us. We will repair it and send it back to you.
- 14. I received my unit DOA; can you send me a new one right away?