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, Belgium, Netherlands, Luxemburg, France, Germany 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 9 a.m. to 5:30 p.m. EST. Our California Service Center is open until 5:30 PST.
3. What is the process of ordering parts from CHAUVET DJ?
You can research part numbers, prices and availability on our parts store website once you have identified what you need you can place and pay for your order online.
Alternatively you can call our Customer Service Department at 800.762.1084 (press #4). Tell us the part(s) you need and we will give you the cost plus shipping. Once you provide us with your credit card information, your card will be charged ad the order placed. The part(s) will be shipped directly to you.
4. Where do I send my unit for service/ repairs?
Repairs on units under warranty are performed at either the CHAUVET Global Headquarters in Sunrise, FL or in our Burbank, CA Service Center – whichever is more convenient for you, but first, contact our Customer Service department by calling 800.762.1084 (press #4) 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 address 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.
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 our the CHAUVET Global Headquarters in Sunrise, FL or in our Burbank, CA Service Center – 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?
It all depends on the unit and the repairs needed. When you speak to the Customer Service Department, they will inform you of the assessment fee and return shipping fee (approx. $50.00). The final price would vary based on the cost of parts and the labor needed to repair the unit, but we will contact you via email with a final estimate and the assessment fee will be applied to the total cost of the repairs.
12. What is the turn-around time for repairs?
Our turn-around time averages 15-20 business days. For more information, please call our Customer Service Department at 800.762.1084 (press 4).
13. I received my unit broken, what do I do?
Please follow all instructions detailed in the warranty card. Call the Customer Service Department at 800.762.1084 (press 4) or email firstname.lastname@example.org 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?
If your unit is dead, please call the Customer Service department at 800.762.1084 (press 4) or email email@example.com and we will do our best to make sure the issue with your product is resolved.