Where to Find Our Warranty Policy and Coverage
Our complete warranty terms and conditions are available HERE. Please refer to the original documentation for accurate coverage details.
Understanding Warranties
A warranty protects you against defects and manufacturing failures. A return is when you send back a product you no longer want or that doesn't meet your expectations.
What is a Warranty?
A warranty is our guarantee that your products will work as designed for a specific period under normal use conditions. When a product fails due to a manufacturing defect or materials issue during the warranty period, we replace it at no cost to you.
Warranty situations include:
Bulbs that stop working or fill with moisture during normal seasonal use
Wire damage or socket failures that occurred during manufacturing
Products that arrive damaged or with missing parts
Components that fail under proper installation and use conditions
Important: Warranties require you to keep the defective product. We may provide a return label if we need it back for quality analysis, but you don't need to send anything back unless we ask.
Important Seasonal Use Policy
Most warranties are based on seasonal use only. A "season" is considered 120 days out of a year.
Critical: Any seasonal warranty is void if items are left up over 120 consecutive days, unless the product is specifically designed for permanent use (like Stretch String Lights, Chromaglow, and Chromaglow Pro).
Only certain products are covered by warranty of permanently installed. These include:
Chromaglow Pro is covered by a 5-year warranty policy for permanent installations.
Stretch String Mini Lights are covered by a 2-year warranty policy for permanent installations.
Seasonal Warranty Coverage Based on Manufacturing Date
Products purchased from April 2024 onward are covered by a five-year seasonal warranty.
Products purchased before April 2024 are covered by a two-year seasonal warranty.
What's Covered vs. What's Not
We DO Cover:
Products that arrive damaged (e.g. broken parts, wire nicked or cut)
Products with missing parts upon arrival
Bulbs going out or filling with moisture under normal use
Products with manufacturing defects
We DON'T Cover:
Animal damage (squirrels, lawn mower cuts, etc.)
Poor storage conditions (stored wet)
Products permanently installed beyond their seasonal maximum
Products past their warranty date
Electrical issues from overloading or poor installation
Breakage due to customer handling
Products with warranties that have expired (e.g., items purchased in 2021 or earlier).
How to Start a Warranty Claim
Step 1: Contact Our Support Team
Ask to speak with a team member via chat or email
Step 2: Provide Required Information
To process your claim efficiently, please have ready:
Original order number (we can look this up using your email if needed)
Photos or videos of the issue (with power connected if possible)
Installation duration (how long the product has been up)
Number of products connected to the same power source
Detailed description of the problem
Clear photographs of defective items, including close-ups where the damage is visible.
Step 3: Troubleshooting
Our team may guide you through some basic troubleshooting steps to determine if the issue is with the product or installation. This helps us provide the most appropriate solution.
Important: No warranties will be approved without prior written authorization by a Big Star Lights staff member.
What to Expect During the Warranty Process
Response Time
We aim to respond to warranty claims within one business day, during business hours
Resolution Options
Once your warranty claim is approved, we'll offer one of these solutions:
Product Replacement (most common)
We'll send replacement products with free shipping
Same or comparable product if original is unavailable
Store Credit
Provided when you're a regular customer who will use the credit
Full value applied to your account for future purchases
Shipping Process
Replacement products ship free
You'll receive tracking information once shipped
Return shipping labels provided only if we need the defective product back for analysis
Warranty Claim Tracking
All warranty claims are logged in our system for:
Quality control monitoring
Manufacturing feedback
Why Choose Big Star Lights
Our warranty isn't just coverage—it's our commitment to your success:
Commercial-grade quality that lasts
5-year seasonal warranty on most products purchased after April 2024 (refer to original documentation for older products)
No-hassle claim process
Free replacement shipping
Expert troubleshooting support
Pro Tips for Warranty Success
Keep your order confirmation for easy warranty claims
Take photos during installation to document proper setup
Follow installation guidelines to ensure warranty coverage
Contact us promptly when issues arise—don't wait!
Use products seasonally unless they're designed for permanent installation