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Warranty & repairs

My article is broken, what now?

Of course, it is possible that your product no longer works like it should. We are happy to help you with a solution:

Step 1: can you solve the problem yourself?

Perhaps it is a problem that can be solved by other usage or different settings. Always look first at the frequently asked questions or in the manual of the product; perhaps that you can already solve the problem. You can find this information on the product page within our website. This page can be found by entering the article number or the product name at the top of the search bar ór by navigating to the right product via the main menu.

Step 2: Contact the reseller/store

Within the warranty period (2 years by default) a defective item back could be returned to the store where you have purchased it. The retailer is responsible for handling your warranty request.

Step 3: Check if you meet the warranty conditions

In case the retailer referred you to us, you need to return the product to us. Please check if you meet the below warranty conditions before starting a warranty request. Your product will be repaired free of charge (excluding delivery costs) if your product meets the warranty conditions.
View the warranty conditions below:

Warranty conditions

The warranty is valid if the product has been used according to the instructions given in the user manual and for the purpose it is intended for.
Our liability is limited to the cost of repair and/or exchange of the product under warranty.
Your warranty is valid if the product is used in accordance to the instructions and for the purpose for which it was created. In addition, the original purchase (invoice, sales slip or receipt) is to be submitted with the date of purchase, the name of the retailer and the item number of the product.
Our warranty covers only manufacturing defects. This does not include glass accessories and accessories such as batteries and lamps etc.
The warranty is void if the defect (in whatever manner) is caused by misuse, neglect and falsification or incorrect adjustments. It is void if alterations or repairs are executed by unauthorized people. Warranty is also invalid in the following cases:
- In case of a repair of a household product that is used in a commercial environment;
- When a repair is due to incorrect installation in your home;
- With repairs of parts from which the serial number has been removed;
- Where any additional equipment, not supplied or advised by Tristar Europe B.V., causes problems and / or damage to the product.

Step 4: Start your service request

If you are referred to us by your retailer and if you meet the warranty conditions or if you want to be considered for a repair, you can submit a service request. You can do this by starting a service request via the following form.

If your product meets the warranty conditions, we will ensure that you receive a great working product back again. That's a promise!

Start your service request here

Service Request Form

Fill in the following form.
We respond as soon as possible

FAQ’s

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