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

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, you can contact Sertronics to claim warranty via smartwares-service-uk@sertronics.de .

Step 3

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.

Step 4

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.

Frequently Asked Questions

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.
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.
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.
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.
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.
Glass accessories, batteries and light bulbs do not come with a warranty.
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
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