Beyond Lumens: The Yuanhui Post-Delivery Service Protocol
A world-class LED partnership ends not at shipment, but at the fulfillment of its lifecycle. We define “After-Sales” as a technical commitment to 100% operational uptime in harsh industrial environments.
1. Technical Failure Thresholds (L70/B50)
Ambiguity is the enemy of B2B procurement. Yuanhui eliminates disputes by aligning warranty claims with IESNA LM-80 и TM-21 calculation methodologies. We do not just cover “non-working” lights; we cover performance degradation.
Measurable Claim Criteria:
A claim is valid if the fixture exhibits any of the following metrics within 1,825 days of the invoice date:
- Photometric Decay: Measured luminous flux falls below 70% (L70) of the initial laboratory-certified value.
- Chromacity Drift: Color consistency deviates beyond 7-Step MacAdam Ellipse, resulting in visible chromatic mismatch across a project zone.
- Stroboscopic Failure: Driver output Ripple Current exceeds 10%, causing flickering detectable by industrial sensors or human vision.
- Component Fatality: Failure of more than 0.5% of individual SMD chips on a single PCB module.
2. Boundary of Responsibility
To maintain high-efficacy outputs, fixtures must operate within their engineered parameters. Yuanhui provides Installation Training to mitigate the following warranty-voiding scenarios:
Thermal Abuse
Mounting fixtures in unventilated pockets where ambient temperature ($T_a$) exceeds +55°C. Heat is the primary killer of LED electrolytic capacitors.
Hot-Plugging
Connecting the fixture to a live AC circuit without grounding. This creates a voltage back-feed that punctures the LED junction barrier.
Chemical Corrosion
Using standard PC lenses in Ammonia-rich farms without specifying PMMA. Material mismatch results in lens crazing and seal failure.
Grid Transient
Exposure to lightning surges exceeding 6kV in the absence of external Surge Protection Devices (SPD) on the distribution panel.
3. Global RMA Execution Protocol
International B2B operations require a streamlined claim process to minimize facility downtime. Yuanhui operates on a **”Diagnosis First, Return Second”** philosophy. In 92% of documented cases, onsite photo/video evidence replaces the need for expensive trans-continental freight.
Ticket Initiation
Submit the Batch ID and Failure Evidence via our #contact-footer portal.
Engineering Audit
Our lab technicians verify if the failure is systemic or environmental within 24h.
Resolution Path
Decision on Spare Component Air-freight vs. Total Unit Replacement.
Dispatch
Replacement hardware leaves our Ningbo/Shanghai logistics hub via DHL/FedEx.
RMA Resolution Speed Metrics
We track our performance like a mission-critical system. Hover to see our commitment to speed.
*Percentage of tickets resolved without requiring physical return of defective goods.
4. Logistics & Shipping Responsibility Matrix
Clarity on freight costs is essential for maintaining healthy distributor margins. Our policy eliminates the “hidden costs” of international warranty claims by clearly assigning fiscal responsibility based on the timeline.
| Claim Scenario | Timeframe (B/L Date) | Freight: China to Client | Freight: Client to China |
|---|---|---|---|
| DOA (Dead on Arrival) | Within 90 Days URGENT | Yuanhui Covers (Air) | Yuanhui Covers |
| Standard Warranty | Month 4 to Month 36 | Yuanhui Covers | Client Covers |
| Late-Stage Warranty | Month 37 to Month 60 | Client Covers | Client Covers |
| Extended Project | Up to 120 Months | Per SLA Agreement | Per SLA Agreement |
Administrative Note: All replacement units sent under warranty are provided at **Zero Commercial Value** for customs purposes to minimize the Buyer’s import VAT and duty exposure.
5. “Right to Repair”: Component Availability
Sustainable industrial lighting means repairing, not just replacing. Yuanhui supports the global circular economy by maintaining a robust inventory of modular components.
- Legacy Support: We guarantee the availability of electrically compatible drivers and PCB modules for 5 лет after a product model is officially discontinued.
- The 2% Stock Rule: For turnkey projects exceeding 1,000 units, we recommend a 2% “Buffer Stock” of drivers and sensors. This allows your maintenance team to swap components instantly while the RMA process handles the replenishment.
6. Extended Project SLA & 10-Year Options
For infrastructure, municipal tenders, and heavy-duty manufacturing plants, a standard 5-year warranty may not suffice. Yuanhui offers custom Service Level Agreements (SLA) for Tier-1 projects.
Standard 5Y Protocol
Default coverage for all High Bay and Tri-proof series. Based on Yuanhui standard driver components and L70 depreciation.
- • Component replacement coverage
- • 24h technical response
- • Standard logistics matrix
Project-Spec 7Y / 10Y
Customized for EMC (Energy Management Contracts). Requires integration of Philips Xitanium or MeanWell HLG drivers.
- • Extended L80/B10 life-cycle guarantee
- • Dedicated account service engineer
- • Onsite technical audit (Global)
7. Protocol FAQ & Clarifications
Every Yuanhui luminaire features a laser-engraved or silver-foil label on the heatsink housing. The Batch ID (e.g., YH-2025-06-XXX) identifies the specific production run and component supplier lot. This ID is mandatory for initiating any RMA claim as it allows our engineering team to perform root-cause trace analysis.
Yes. Unlike many OEM suppliers, Yuanhui explicitly warrants the photometric stability of our fixtures. If the measured flux drops below 70% of the initial certified output (L70) within the 60-month period, we treat this as a component failure and provide replacement modules. We utilize ANSI C78.377 standards for color consistency verification.
Our standard warranty protocol covers the cost of components and hardware replacements. It does not include the onsite labor costs for uninstallation or re-installation (Scissor lifts, electricians, etc.), which is standard practice in the B2B industrial lighting sector. For premium SLA projects, custom labor-coverage insurance can be negotiated.
In the event a specific model is no longer manufactured, Yuanhui will provide the nearest equivalent model with identical or superior technical specifications. We ensure the mounting brackets and wiring protocols remain compatible to avoid additional installation costs for the Buyer.
