Submit a Claim—Step-by-step instructions

Complaints and technical problems are always annoying. We understand that and want to help you as efficiently as possible.

You can submit your claim form here: https://pergolux.au/support.

This will easily link with your existing order details. 

Information you need to provide

Order number

Please provide the order number associated with your purchase. This will allow us to quickly locate your purchase and review your claim.

Product details

Provide the name or a description of the product in question. This will help us identify the specific item that is the subject of the claim.

Batch number

Please provide the batch number for the affected part or product. It’s a mandatory step that lets our production team track the exact manufacturing run and find the right solution for you.

Description of the problem

Please provide a detailed description of the problem you are experiencing. The more specific you are, the better we can understand the problem and find a solution.

Supporting evidence: Photos and videos

We need visual evidence to support your claim. Depending on the nature of the problem, please provide the following.

Where can I find the batch number on my product?

In many cases, we need the batch number of your product to process a complaint. This number helps us to process your request more quickly and efficiently.

How to find the batch number:

Different parts/products have different numbers. Please check the exact component that is faulty (e.g., the specific beam, louver, screen, or control box).

• What it looks like: A short code made of letters and numbers (e.g., A1626AA).
• Where to look: You can find it on a sticker on your shipping carton, or directly on the product as a small matte metal sticker or laser engraving.

Proof needed for the claim

Missing parts

1. Photo of the packaging/box: Include a clear picture of the box in which the product arrived.
2. Photo of the other parts in the box: This helps us to check what was received and what is missing.

Damaged parts

1. Photo of the packaging/box: Show any damage to the box that could indicate improper handling during shipping.
2. Photo of the damaged parts: Clearly show the parts that are damaged.
3. Photo of the other parts in the box: This allows us to assess the extent of the damage and any possible impact on other items.

Incorrect sizes

1. Photo of the packaging/box: Clearly show the box with the product label and shipping details.
2. Photo of the products in the wrong sizes: Clearly show the size discrepancy (measurements preferred).
3. Photo of the other parts in the box: This helps to check the correct and incorrect items.

Defective electronics

1. Video of the defective product in use: Record a video showing the defect, while following standard operational procedures (e.g., device pairing and control attempts). If an electronic is not receiving power, include media of the outlet functioning with other electronics. Make sure the video clearly demonstrates the problem so we can confirm if it is a manufacturing defect, rather than an installation or user error.
2. Photo/video of the damaged product/parts: Take pictures or a video that clearly showcase the damage. 

Further steps

Once you have gathered all the necessary information and evidence, please submit your claim via our customer portal. Our team will review your claim and contact you as soon as possible with the next steps.