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.

Contact the seller/store/webshop

For warranty (standard 2 years), you can contact the store where you purchased the product. The seller is legally responsible for handling your warranty request. We are not the contact point for this; it is not useful to fill out our service form.

Additional & exceptions

An exception applies if you purchased our product via one of the following stores or channels with the associated conditions:

• Via a marketplace where we are the seller ourselves, where it is clearly stated on the invoice that the product was purchased from us. This could be a purchase via the Amazon platform, for example.


• Argos (only from the 2nd year after purchase)


• Lidl & Aldi; if you purchased our product from Lidl or Aldi and if the item number starts with PD, you can contact Sertronics to claim warranty via smartwares-service-uk@sertronics.de. If it doesn’t start with PD you can fill in our service form.

Exception?

Does your purchase meet the mentioned exceptions, are you unable to resolve the issue with the store/webshop, or is there another reason why you suspect we can assist you? Then fill out our service form. Your purchase and situation must meet the following warranty conditions:

Warranty conditions

• You must be able to provide proof of purchase.


• Your request must be made within 2 years of purchase (the date on the purchase receipt serves as the starting date).


• The warranty applies if the product has been used in accordance with the instructions and for its intended purpose.


• Our warranty only covers manufacturing defects. This does not include glass accessories and accessories such as batteries, light bulbs, etc.


• Our liability is limited to the cost of repair and/or replacement of the product under warranty. If the product is no longer in stock and/or available, we may provide an alternative item as a replacement.


• In no case can we issue a refund of the purchase amount; this will always need to be handled via the store/webshop where the purchase was made.


• We cannot provide a warranty if one or more of the following situations apply:
  
  
  • If the defect (in any way) was caused by misuse, neglect, tampering, improper cleaning, or incorrect adjustments.
  • If unauthorized persons have made modifications or repairs;
  • If a product is used in a commercial environment;
  • If an incorrect installation has been carried out;
  • If the product's serial number and/or parts have been removed;
  • If additional equipment, not supplied or recommended by us, caused issues and/or damage related to the product or used with the product.

How to submit a service request

Do you meet the conditions and want to claim the warranty? Then fill out our service form via the button below. We thoroughly review your request upon receipt and will promptly inform you of how we will assist you. On average, you will receive a response within 1 to 2 working days.

Good to know

• A proof of purchase is required for us to assist you.


• Unfortunately, we can only provide a warranty within the 2-year warranty period.