Warranty & repairs
Warranty &
repairs
Step 1
Can the issue be resolved by yourself?
Sometimes an issue can be resolved with some tips from us, for example regarding cleaning or usage; for this, refer to the product's manual or search for the relevant article in our solution center
Step 2
Please contact the seller/shop/online shop
For warranty claims (standard 2-year warranty), please contact the shop where you purchaed the product. The seller is legally responsible for handling your warranty claim. We are not the point of contact in such cases; unfortunately, there is no point in filling in our service form.
Additional information & exceptionsAn exception applies if you have purchased our product via one of the shops or channels listed below, subject to the relevant terms and conditions;
Step 3
Warranty Terms and Conditions
- You must be able to provide proof of purchase.
- You must submit your claim within 2 years of purchase (the date on the proof of purchase serves as the start date for this period).
- The warranty applies provided the product has been used in accordance with the instructions for use and for the purpose for which it was designed.
- Our warranty covers manufacturing defects only. This does not include glass accessories or accessories such as batteries, bulbs and so on.
- Our liability is limited to the cost of repairing and/or replacing the product under warranty. If the product in question is no longer in stock and/or unavailable, we may provide an alternative item as a replacement.
- Under no circumstances can we issue a credit note or refund the purchase price; this must always be processed through the shop or online shop where the purchase was made.
- We cannot provide a guarantee if one or more of the following situations apply:
- If the fault (in whatever way) has been caused by misuse, neglect, tampering, incorrect cleaning or incorrect adjustments. This is the case, for example, if the complaint concerns rust formation or the non-stick coating peeling off (both of which can only occur if the user manual is not followed in full). We are therefore unable to provide a warranty against the formation of rust and/or the peeling of the non-stick coating.
- Where unauthorised persons have carried out modifications or repairs;
- If a product is used in a commercial environment;
- If the product has been installed incorrectly;
- If the serial number of the product and/or its components has been removed;
- If additional equipment, not supplied or recommended by us, causes problems and/or damage related to the product or used in conjunction with it;
- If a repair is required and the product has not been packed with adequate protection for dispatch to us.
Step 4
How to submit a service request
Do you meet the conditions and wish to make a claim under the warranty? If so, please complete our service form using the button below. We will review your request thoroughly as soon as we receive it and let you know as soon as possible how we can help you further. On average, you will receive a response within 1 to 2 working days.
Good to know
- We need proof of purchase in order to help you further.
- Unfortunately, we can only provide a warranty within the warranty period, which runs from 30 days up to 2 years after purchase.
Paid repair
Do you have a corded vacuum cleaner or refrigerator?Before submitting a paid repair request, please carefully consider the costs involved:
- You are responsible for the shipping costs to send the product to us.
- Before we can inspect your product, you must pay a fixed inspection fee of €50 (including VAT).
- The €50 inspection fee does not include any repair costs. Once your product has been received and inspected, you will receive an additional invoice for the repair. Our repair service has an hourly rate of €100 (including VAT). Any required parts will also be charged separately. These costs come on top of the €50 inspection fee and shipping costs.
This means that a paid repair will always cost more than €50, plus the cost of shipping. The final amount depends on the time required for the repair and any parts needed.
If your product is outside the 2-year warranty period and you accept these costs, you can complete the form below to request a paid repair.
Frequently asked Questions
How long is the warranty for my product?
We follow the statutory warranty conditions that apply. Within the product’s warranty period, all repairs which meet the warranty conditions are free of charge. If it is not possible to repair the product, you will receive a new product free of charge.
My product is broken. What can I do?
During the warranty period, a faulty product must be returned to the shop where you purchased it. In a number of cases, they may refer you to us. If the product meets the warranty conditions and the warranty period has not elapsed, the product will be repaired free of charge. If it is not possible to repair the product, you will receive a new product free of charge.
Do I have to pay for the repair of my product?
If the product can be repaired and it meets the warranty conditions, it will be repaired free of charge. If the fault is due to the product not being used according to the instructions, we have to charge you for the repair. You can then decide whether you want to have the product repaired or not.
How do I have to return my product?
You log into your account and go to “Request return”. Follow the on-screen instructions and click “Finish”. We will contact you as soon as possible. If you have not heard from us within five working days, you can contact us yourself.
How long does it take until I receive my repaired product?
We try to return a product within 10 working days after we have received it. However, in some cases, it takes longer to repair a product. Please contact us if you have not received a message from us within 15 working days.
Do my glass jug, batteries or light bulbs also come with a warranty?
Glass accessories, batteries and light bulbs do not come with a warranty (but light fittings do).
When is the warranty not valid?
The warranty is not valid if the fault is caused by incorrect use, neglect, forgery or incorrect configuration. The warranty is invalidated if alterations or repairs are made by unauthorized people. The warranty is also invalidated in the following cases:
- If a product for domestic use is used in an industrial environment.
- If the product is not working any more due to another device in your home.
- If the product's serial number has been removed.
- If the product has been opened for a reason other than the intended use.
- The product has been repaired by an unauthorized service centre or if non-original spare parts or accessories have been used for the repair.
- If peripheral devices that are connected to or used with the product and that have not been supplied by or approved by Tristar Europe B.V. are the cause of the problem and/or the damage
- If a product for domestic use is used in an industrial environment.
- If the product is not working any more due to another device in your home.
- If the product's serial number has been removed.
- If the product has been opened for a reason other than the intended use.
- The product has been repaired by an unauthorized service centre or if non-original spare parts or accessories have been used for the repair.
- If peripheral devices that are connected to or used with the product and that have not been supplied by or approved by Tristar Europe B.V. are the cause of the problem and/or the damage
