Services
Warranty
Periods are fixed by category, not negotiated per project: ten years on core lighting, twenty on the wiring series, three on commercial projects.
1. Warranty by category
The table below is the complete warranty position currently in force. The period runs from the date of delivery and acceptance recorded on the project or sales order. Where a product contains a light source, a driver and a body, each part is covered by its own period. Models not listed individually below are warranted as stated in the official product manual and the current datasheet.
| Category | Warranty period | Coverage | Note |
|---|---|---|---|
| Basic lighting | 10 years | Ruizhi II downlights, MINI Cube, Phantom III and other core models | Red Sea series: 3 years. The ten-year product warranty has applied since 2016. |
| Magnetic & linear lighting | 10 years; Phantom tape and its power supply 5 years | Line Shadow III, Starlight and other magnetic and linear products; the Phantom tape and its power supply | Track and linear bodies are covered for ten years; a power supply supplied with tape is covered for five. |
| Decorative lighting | Source and driver 5 years; body 3 years | Chunxiao and SU series decorative luminaires | The source and driver are wear parts and are covered separately for five years. |
| Outdoor lighting | 3 years | The complete outdoor range | Outdoor products are exposed to installation conditions and coastal salt spray, so the indoor periods do not apply. |
| Smart systems | Panels 3 years; drivers 5 years; wiring 20 years; ecosystem products 3 years | Tianzhi and Tianyue smart panels, smart wiring devices and ecosystem sensors | Twenty years on the wiring series is the longest period offered, and requires installation through an authorised channel. |
| Drivers & power supplies | 5 years | Drivers supplied with decorative and linear lighting, and constant-voltage / constant-current controllers | Counted in parallel with the luminaire warranty and not reset when a host product is replaced. |
| Commercial & project applications | 3 years | Hotel, club, entertainment, factory and office projects | The household-residential warranty does not apply here; project orders carry a uniform three years. |
2. The repair process
Claims are handled centrally by customer service rather than relayed through a salesperson. The six steps below are each recorded on a traceable ticket.
- Submit the claim: through the partner store, the service line 0760-88750218 or 2531208961@qq.com, with model, installation date, symptom and photographs.
- Ticket raised and dispatched: customer service responds within two hours, determines whether the product is in warranty and routes the job to the nearest regional division or service store.
- Remote assessment: for routine faults a technical specialist judges from photographs, video or driver parameters whether it can be resolved on site.
- On-site work: where attendance is needed a technician from the local service network visits. Luminaire faults are in principle closed within three working days.
- Parts shipped: replacement parts ship within 48 hours. Drivers and panels are replaced as complete units — users are not asked to repair anything themselves.
- Ticket closed: the job is followed up by call to confirm, warranty-period repair counts are logged, and repeated faults of the same batch are escalated to quality for batch tracing.
2 hours
Response time for a claim
3 working days
Complex faults closed
48 hours
Replacement parts shipped
3. What is covered, and what is not
| Situation | How it is handled |
|---|---|
| Non-user-caused faults within warranty (premature source decay, driver failure, structural breakage, electrical faults) | Repaired or replaced free of charge on the published timetable. |
| Measurable deviation in CCT or CRI against the sample | Replaced after verification by a third party or by the brand’s own lab. |
| Damage caused by voltage fluctuation, overload or poor earthing | Repaired free of charge with a written recommendation on the electrical installation; repeated faults at the same location are no longer treated under warranty. |
| Installation through an unauthorised channel, or use of an unspecified driver or dimming protocol | Outside warranty and handled as paid repair. |
| User damage, water ingress, dismantling or unauthorised modification | Outside warranty and handled as paid repair. |
| Visible lumen depreciation other than natural ageing (stated for transparency, not as an exclusion) | Handled under the source warranty, after which a new source or an LED retrofit is available. |
4. After the warranty ends
- Lifetime paid repair: any generation of SUFN product can be submitted for repair after warranty, with parts supplied at cost and no charge beyond the call-out fee.
- Long-term parts availability: drivers, dimming modules, panels and mounting accessories are kept in stock by batch. Replacing the driver before the luminaire ages out typically extends its life considerably.
- Retrofit rather than replace: smart panels, drivers and sources can be upgraded individually. SUFN OS supports local linking across gateways and routers, so new functions can be added to an existing project without replacing every fitting.
- Warranty extension: project orders can be extended within 30 days of expiry, on the same terms as the warranty policy then in force.
Repair line 0760-88750218 / 0760-88750217Repair email 2531208961@qq.comFranchise and channel 400-822-8108
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Service networkWho actually turns up: 600+ stores, five regional channel divisions and the marketing-centre structure.After-sales FAQFrequent questions on installation, cleaning, colour deviation and smart-system faults.Services overviewThe full division of labour across plan support, delivery, training and customisation.
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