Lifetime Product Support
Repair rather than replace
“I dropped my flashlight from a pretty high scaffolding, and it wont turn on. I think the switch broke.”
“I forgot to activate the transportation lock on my M6xr, and it turned on in my backpack and melted the lens”
“I was out hiking when I dropped my headlamp on some rocks and it cracked the lens, can you help??”
Accidents happen, we know.
We have heard of hundreds of ways to accidently inflict damage on a flashlight or headlamp, and this is why we introduce the Lifetime Product Support! You can send in your damaged Suprabeam light from anywhere in the world and you will only have to pay for the shipping and the parts used. The repair time of our technicians is 100% FREE!
We don’t believe in throwing away a perfectly good product, just because a single part is broken. Suprabeam lights are built for years and years of hard use, but accidents happen, and that is not a reason to buy a new light. Repairing instead of replacing might not be good for business, but its good for the environment, your wallet, and it is the kind of service you can expect when purchasing a Suprabeam premium light.
Once you have filled out the support form, our support team will determine if you need to send in your Suprabeam product, or if the problem can be fixed by sending you a spare part. For the return shipment of your Suprabeam or for sending you a spare part we will charge only 15€ plus the price for the spare part. In any case you will always be contacted first to make sure that you agree to proceed with the repair and return or the spare part. The troubleshooting and repair time spent by our technicians is completely free of charge.
Repairing instead of replacing might not be good for business, but it is good for the environment, your wallet, and it is the kind of service you can expect when purchasing a Suprabeam product.
What about the warranty? Of course we have a warranty! All our products come with an extensive 2 year warranty which covers defects in materials and workmanship, but it does not cover damages caused by improper use, mistreatment or batteries. All warranty cases must be handled by the store in which you have purchased your product.
Most inquiries we receive are actually from customers who have damaged the light by accident and ask about repairs, and this is what inspired us to launch the Lifetime Product Support.
We strive to have spare parts for all Suprabeam products in stock at all times, even for older and discontinued models. In the unlikely event that we do not have the spare parts needed for your repair, we will contact you with an alternative solution.
How do you request support?
We have made the support process as easy as possible
REQUEST SUPPORT
Fill out the form to request support. We need information about your product in order to determine how we can solve the problem as easily for you as possible
PROCESSING REQUEST
Our support team will handle your request and determine if you need a spare part, or if you need to send in your product
SHIPPING
Ship your product to our headquarter in Aarhus, Denmark
REPAIR
Our support team will do their magic and get your Suprabeam light up and running in no time
RECEIVE PRODUCT
Your fully functional Suprabeam light will be shipped back to you
We have made it as easy as possible for you to send in your product for repair. Start by filling out the support form and wait for our support team to contact you. In some cases we can fix the problem by sending you a spare part, and in other cases our technicians will need to take a look at it.
If your product needs to be sent in, we will charge 15€ to cover the return shipment, we do not charge for troubleshooting and/or the repair itself. Our support team will contact you regarding cost if any spare parts are needed to repair your product.
Support FAQ
Frequently Asked Questions
The Lifetime Product Support starts with the support form. Based on the information you have provided, our support team will determine if the problem can be fixed by sending a spare part, or if our support team needs to take a look at it.
If the problem can be fixed by sending a spare part, this is the easiest solution. You will only be charged for the spare part and shipping.
If our support team determines that we need to take a closer look, you will need to send in your Suprabeam product. With any repair job a minimum charge of 15€ is mandatory. This charge covers the return shipment, time spent by our support teams is 100% free. Should any spare parts be required for the repair, you will be contacted before we move forward.
*Please always send your Suprabeam product WITHOUT rechargeable lithium batteries
Yes. We can handle support cases from anywhere in the world, but be aware that overseas shipping prices can be expensive. We do not cover any shipping charges.
If your products needs repair, the repair itself takes no longer than 5 business days. The shipping time depends on destination.
The photos help our Support Team determine whether or not you will need to send in the product.
If you suspect that the problem with your Suprabeam product is due to defects in materials or workmanship, and that your product is within our 2 year warranty period, please contact the place of purchase or use this warranty form instead.
When you have filled out the support form, we will determine whether you will need to send your product in for repair, or if the problem can be solved by sending you a spare part.
If the problem requires troubleshooting and repair from our technicians, we will ask you to send your product to our factory in Denmark. The minimum fee is €15 to cover administration and return shipment costs. Should the repair require any spare parts we will contact you regarding the price of the spare part. Should you not wish to pay for a spare part, we can send the product back to you or arrange for correct disposal.
When you product is repaired we will send you an email invoice, and as soon as the payment goes through we will ship your product back to you.
All Suprabeam products are marked with a batch code. The batch code consists of two letters and one digit (Example: GK-1) and can be found on a white sticker when removing the battery.
Headlamps:
Open the batterypack and remove the rechargeable battery or the alkaline batteries to reveal the white sticker inside the batterypack.
Flashlights
Unscrew the switch and remove the rechargeable battery or alkaline batteries. On Q3, Q3classic, Q3defend, Q4, Q4defend the white sticker is found on the side of the batterypack, on all other torches the white sticker will be inside the tube.
Multilamps
Unscrew the endcap and remove the battery to reveal the white sticker.
Worklights
The batch code can be found printed on either the front or the back of the light.
All Suprabeam batteries are marked with a batch code. The batch code consists of four letters (example: “CPMG”) and is printed on the battery.
See the pictures below for examples on different battery types.
