Velux Warranty Claim Guide: Protect Your Roof Investment - A Contractor's 15-Year Perspective
I have spent over fifteen years installing and repairing roofs across Texas. During that time, I have completed more than 1,200 roofing projects. I hold certifications from the National Roofing Contractors Association (NRCA) and am a factory-trained installer for several major brands. This hands-on experience gives me a unique view of how warranties work in the real world. I have seen what makes a claim succeed and what causes it to fail. My goal is to share that practical knowledge with you.
This article exists to solve a specific problem. Many homeowners invest in quality Velux products but feel lost when something goes wrong. The warranty process can seem confusing and intimidating. You might wonder if a leak is covered. You may not know how to start a claim. This guide answers those exact questions. It provides a clear, step-by-step path based on real customer experiences and industry standards. My purpose is to turn confusion into confidence.
I built this guide with integrity. The information comes from three main sources. First, from my own project files and customer interactions over hundreds of Velux installations. Second, from official Velux warranty documents and technical bulletins. Third, from industry data on common failure points and building code requirements, like the International Residential Code (IRC). I will explain the methodology behind every recommendation. My advice is not theoretical. It is proven on actual roofs.
Understanding Your Velux Warranty: The Foundation of Your Claim
A warranty is a promise from the manufacturer. Velux offers different warranties for different products. The most common is for their roof windows and skylights. Knowing what you have is the first critical step. Do not assume all coverage is the same. Your specific product model and installation date determine your protection.
Types of Velux Warranties and What They Cover
Velux warranties typically cover two main areas: product defects and water leakage. The product warranty covers failures in materials or workmanship from the factory. This includes issues like faulty seals, defective glass, or frame corrosion. The water leakage warranty is often for a shorter period. It promises the product will not leak when installed correctly. It is crucial to understand the difference. A leak caused by a cracked pane is a product defect. A leak caused by improper flashing is often an installation error.
Warranty periods vary. Some glass coatings have a 10-year warranty. The mechanical parts may have a 5-year warranty. Always check your original product documentation or the Velux official warranty page. I tell my customers to file this paperwork with their home's important documents. Do not rely on memory. The exact start date of your warranty is usually the date of purchase or installation, verified by your contractor's invoice.
Common Exclusions That Void Coverage
Warranties are not unconditional. Knowing the exclusions can save you time and frustration. The most common exclusion is improper installation. Velux products require specific installation methods. If your installer did not follow the Velux installation instructions, the warranty may be void. Other typical exclusions include acts of God, like hail or hurricane damage, and normal wear and tear. Lack of maintenance is another big one. Failing to clean and lubricate moving parts can void the warranty on mechanisms.
Modifications or repairs by unauthorized persons will also void the warranty. This means if you or a handyman tries to fix a problem, you could lose all coverage. Always contact a Velux-trained professional first. Finally, damage from building settlement or structural issues is not covered. The warranty is for the Velux product itself, not for the roof structure around it. Understanding these boundaries helps you set realistic expectations.
The Step-by-Step Velux Warranty Claim Process
Filing a claim is a process, not a single event. Following these steps in order increases your chance of a smooth, successful resolution. Rushing or skipping steps often leads to delays or denials. I have guided dozens of homeowners through this exact sequence.
Step 1: Initial Assessment and Documentation
Do not panic when you discover a problem. Your first job is to gather evidence. Start by taking clear, well-lit photographs and videos of the issue. Get wide shots that show the product's location on the roof. Then take close-up shots of the specific defect or leak point. If there is water damage inside, photograph that too. Write down the date you first noticed the problem. Note any recent weather events. This creates a timeline.
Next, locate your warranty documentation and original sales receipt. If you cannot find them, contact the contractor who did the installation. They should have a record. Gather any previous maintenance records. Did you have it cleaned or inspected? This shows you upheld your responsibility. This initial documentation phase is critical. It forms the foundation of your claim file. A well-documented claim moves faster through the system.
Step 2: Contacting the Correct Party
Who you contact first depends on the situation. If the product is very new and you suspect a pure manufacturing defect, you can start with Velux directly. Their customer service can be reached through their website. However, for most issues, especially leaks, your first call should be to the certified installer or contractor who put it in. They have a relationship with Velux and understand the technical requirements.
The installer can perform a diagnostic visit. They can determine if the issue is a product failure or an installation error. This professional assessment is valuable. If the installer is no longer in business, contact Velux to find a new certified contractor in your area. Do not hire a random roofer. Use a Velux-trained professional. This protects your warranty status. Explain the problem clearly and provide the photos you took.
Step 3: The Formal Claim Submission
Your contractor will usually help you submit the formal claim to Velux. This involves filling out a claim form. You will need to provide your personal information, product model and serial numbers, installation date, and a detailed description of the problem. Attach all your photographs and copies of your invoices. The contractor will often need to submit a professional report of their findings.
Velux may send a field representative to inspect the product. This is standard procedure. Be prepared to provide access to your attic and roof. The inspector will examine the product and the installation. They are looking to verify the claim and identify the root cause. Cooperation and good documentation make this inspection go smoothly. After submission, keep a log of all communications. Note dates, names, and reference numbers.
Real-World Costs: What to Expect Financially
Understanding potential costs manages your budget and expectations. A warranty claim is not always free. Even if the product is covered, you may have ancillary costs. I will break down real examples from my project history to give you a clear picture.
Covered vs. Non-Covered Expenses
If Velux approves a full warranty claim, they typically cover the cost of the replacement part or unit. They may also cover the labor for a certified installer to replace it. This is the best-case scenario. However, there are often costs that fall to the homeowner. For example, if the leak caused interior drywall damage, that repair is usually your responsibility. The warranty covers the window, not your ceiling.
If the inspection finds the problem was caused by improper installation, the warranty may be denied. In this case, you bear the full cost of repair. This can range from a few hundred dollars for a simple seal replacement to several thousand for a full re-installation. Another common cost is diagnostic fees. Some contractors charge a trip fee to assess the problem, especially if the warranty is later denied. Always ask about this fee upfront.
Case Study: A Leaking Skylight in Kingwood
I had a customer with a 7-year-old Velux skylight that started leaking after a heavy rain. They contacted me. My inspection found the leak was from a failed factory seal on the glass unit, not the flashing. This was a clear product defect. We filed the claim with photos and my report. Velux approved it within two weeks. They shipped a new glass unit at no cost. My labor to remove the old sash and install the new one was covered by the warranty.
However, the leak had stained the drywall around the light well. The warranty did not cover this interior damage. The homeowner paid separately for drywall repair and repainting, which cost about $450. The total warranty-covered value was approximately $1,200 for the part and labor. The homeowner's out-of-pocket cost was the interior repair. This is a typical outcome. The warranty solves the root problem, but you may have secondary repair costs.
Preventative Maintenance to Keep Your Warranty Valid
Maintenance is not optional. It is a requirement to keep your warranty in force. Simple, regular care prevents most common problems. It also creates a paper trail that shows you were a responsible owner. This can be crucial if a dispute arises later.
The Essential Annual Maintenance Checklist
Perform these tasks at least once a year, ideally in the spring or fall. First, clean the exterior glass and frame with mild soap and water. Check the rubber gaskets and seals for cracks, dryness, or brittleness. Second, operate the window or skylight fully. Open and close it several times. Listen for unusual sounds and check for smooth operation. Third, apply a silicone-based lubricant to the moving parts, hinges, and locking mechanisms as recommended by Velux.
Fourth, from inside your attic, inspect the flashing and the interior seal. Look for any signs of water staining, daylight penetration, or mold. Fifth, clear any debris like leaves or pine needles from the drainage channels on the product's frame. Finally, document your maintenance. Take a date-stamped photo or keep a simple log. This proves you performed the required upkeep. This routine takes less than an hour but protects your investment for years.
Signs You Should Call a Professional Immediately
Some issues should not wait for annual maintenance. If you see any of these signs, contact a certified installer right away. Visible condensation between the panes of glass indicates a failed seal. Any difficulty opening, closing, or locking the product means the mechanism needs adjustment. Obvious cracks in the glass or frame require immediate attention. The first sign of a water leak, even a small drip, should be investigated promptly.
Ignoring small problems often leads to bigger, more expensive damage. A small leak can rot roof sheathing and damage insulation. A stiff hinge can break if forced. Proactive repair is always cheaper than reactive replacement. Calling a professional early also creates a record. It shows you took reasonable steps to mitigate damage, which is often a condition of warranty coverage.
Navigating Denials and Disputes
Not all claims are approved. A denial is disappointing, but it is not always the final word. Understanding why claims are denied gives you power. You can either fix the issue to re-submit or understand your options for appeal.
Top Reasons for Velux Warranty Claim Denials
From my experience, denials usually fall into a few categories. The most common is improper installation. The installer did not follow the strict building code and manufacturer guidelines. This voids the warranty immediately. Another reason is lack of maintenance. If the moving parts are seized from never being lubricated, the warranty on the mechanism is void. Damage from external forces is also not covered. This includes hail impacts, tree limb strikes, or damage from other tradespeople working on the roof.
Expiration is a simple reason. The warranty period has passed. Always check your dates. Sometimes the product is not a genuine Velux product, or it was purchased through an unauthorized dealer. Finally, the problem may be diagnosed as damage to the surrounding roof, not the Velux product itself. For example, a leak from a failed shingle above the skylight is a roofing issue, not a Velux issue. The denial letter should state the specific reason. Read it carefully.
How to Appeal a Warranty Decision
If you believe the denial is incorrect, you can appeal. Start by requesting a detailed explanation in writing. Ask for photos from the inspector's report and reference to the specific warranty clause they are citing. Review this against your own documentation. Did the inspector miss something? Gather additional evidence. A second opinion from another Velux-certified contractor can be powerful.
Write a formal, polite appeal letter. Attach your new evidence and point out any discrepancies. Send it to the warranty department manager. If the issue is installation-related and your original installer is at fault, you may have a claim against them, not Velux. Check your contract with the installer for workmanship warranties. As a last resort, you can contact consumer protection agencies. However, most disputes are resolved through clear communication and additional proof. Persistence and professionalism pay off.
Frequently Asked Questions from Homeowners
These are the real questions I hear most often from customers facing a potential warranty claim. The answers are based on my direct experience and Velux's stated policies.
How long does the Velux warranty claim process take?
The timeline varies. From initial contact to resolution typically takes 3 to 8 weeks. The speed depends on how quickly you provide documentation, contractor availability for inspection, and Velux's internal processing time. A simple claim for a known defect with perfect paperwork can be fast. A complex leak investigation during the busy season will take longer. Good documentation is the key to speed.
Can I install a Velux product myself and keep the warranty?
No, you cannot. Velux warranties require professional installation by a certified installer or a licensed contractor following all instructions. Self-installation voids the product warranty immediately. This is non-negotiable. The warranty is a contract that includes proper installation as a condition. Protect your investment by hiring a qualified pro from the start.
What if my installer is out of business?
Do not worry. Your warranty is with Velux, not the installer. Contact Velux customer service directly. They can help you locate a new certified contractor in your area to assess the problem and file the claim. You will need to provide your original proof of purchase and product details. The warranty is still valid if the product itself is defective and was originally installed correctly.
Does hail damage void my Velux warranty?
Hail damage is not covered under the standard product warranty. It is considered an "act of God" or external damage. However, hail damage is typically covered by your homeowner's insurance policy. You would file a claim with your insurance company, not with Velux. A roofer can help you with the insurance claim process for storm damage to your entire roof system.
Are the remote-controlled Velux products covered differently?
Yes, electronic components like motors, controls, and sensors often have a separate warranty period. This is usually shorter than the warranty on the glass and frame, often 2 to 5 years. Check your specific product manual. The same claim process applies, but you may need to troubleshoot the electronics with customer service first.
What is the difference between a warranty and a guarantee?
In roofing, these terms are often used interchangeably, but they can have different legal meanings. A warranty is a formal written promise about the product's performance and durability. A guarantee is often a broader assurance of satisfaction. Velux provides a warranty, which is a specific contract with terms and conditions. Always rely on the written warranty document, not verbal promises.
Will filing a warranty claim increase my home insurance rates?
No. Filing a manufacturer's warranty claim is completely separate from your homeowner's insurance. Your insurance company is not involved and will not know about it. Warranty claims are between you and Velux. They have no impact on your insurance premiums or claims history. Only claims filed with your insurance provider affect your policy.
Conclusion: Your Action Plan for Confidence
Dealing with a roofing product failure is stressful. A clear warranty process reduces that stress. Start by knowing your warranty details and keeping your documents safe. Perform regular, documented maintenance to keep your coverage valid. At the first sign of trouble, document everything with photos and notes. Then, contact a Velux-certified professional to help you diagnose and file the claim. Be prepared for possible ancillary costs like interior repairs.
View your warranty as part of your home's maintenance system, not just a piece of paper. It is a tool to protect your investment. By understanding the process, you move from a position of uncertainty to one of control. You can advocate for yourself effectively. Remember, the goal is to restore the function and integrity of your roof. A successful warranty claim does exactly that. It ensures the quality product you paid for performs as promised for years to come.
Your next step is simple. Locate your Velux warranty paperwork and installer contact information today. File them where you can find them easily. If you are experiencing an issue now, start with the documentation step. Take those photos and make those notes. Then, reach out for professional help. You do not have to navigate this alone. With the right knowledge and the right partner, you can resolve your Velux warranty claim successfully and protect your home.