The warranty
What the 3-year parts warranty actually covers
Every Thraxel permanent lighting install carries 3 years on parts and 1 year on labor. Here is what that means in practice, not just as a number on a contract.
The two numbers and what they mean
Three years on parts means the pixels, track, controller and wiring of a system like the one at thraxel.com/permanent/ are covered against hardware failure for three years from install. One year on labor means Thraxel's crew time to diagnose and fix a covered issue is included at no charge for the first year.
After the first year, a homeowner with a covered parts failure still gets the replacement part at no charge, the difference is that after year one, standard labor rates apply to the visit itself rather than the visit being fully included.
This structure is common across the lighting and home-systems trade generally, parts coverage running longer than labor coverage, and Thraxel's specific terms are confirmed in writing at the time of install so nothing is left to memory months or years later.
What counts as a parts issue
A pixel that fails to light, a section of track with a wiring fault, or a controller malfunction are all parts-level issues covered under the warranty. Because every pixel is individually addressable, a single failed pixel is diagnosed on its own rather than requiring a whole zone to be pulled apart.
Most individual pixel replacements happen the same day a technician is on site, since the diagnostic process identifies exactly which pixel or section needs attention rather than guessing across a whole run of track.
Commercial installs at thraxel.com/permanent/ carry the same parts and labor structure as residential jobs, scaled to a property's system size, so a restaurant or hotel roofline is covered on the same terms as a house.
What is not a parts issue
Damage from an outside cause, a squirrel chewing a wire, storm damage to a structure the track is mounted to, or damage from unrelated exterior construction work, is typically handled as a service call rather than a warranty claim, though Thraxel still responds to it. See thraxel.com/blog/squirrels-chewed-wires-and-repairs/ for how that specific and surprisingly common issue gets handled.
A Wi-Fi or app connectivity issue traced back to a home's own network, rather than the lighting hardware itself, is also typically not a parts warranty issue, since the hardware is functioning correctly. Troubleshooting steps for that situation are covered separately.
How a warranty claim actually runs
A homeowner who notices an issue, a dark section of roofline or a pixel behaving oddly, reaches out the same way they would for any service need, by calling or texting Tyson directly rather than navigating a call center or a claims portal.
Response time on a covered issue during the labor-included first year matches the same-day standard Thraxel runs on service calls generally, covered in more detail at thraxel.com/blog/same-day-lighting-service-calls/.
Why the warranty is structured this way
Parts covered for three years reflects confidence in the IP67 marine-grade, UL, ETL and CUL certified components going into every install, since a shorter parts warranty would suggest less confidence in the hardware itself holding up outdoors.
One year of included labor covers the period when any installation-related issue is most likely to surface, while still leaving parts protected well beyond that window for genuine component failures that show up later.
Full warranty terms are reviewed with every homeowner in writing before install, and questions about specific scenarios are best answered directly. Reach Tyson at 724-859-4390 for anything not covered in general terms here.
