Warranty & repairs

It can of course happen that a product no longer works properly. We are happy to help you with a solution.

Step 1: Can the problem be fixed by yourself?

It might be a problem that can be solved by different usage or settings. Always check the frequently asked questions or the manual of the product; you might be able to solve the problem that way. You can find this information on the product page on our website. You can find this page by entering the article number or product name in the search bar at the top or by navigating to the correct product through the main menu.

Step 2: Contact the seller/store

If you want to make a warranty claim because your product, for example, no longer works properly, this usually goes through the store or webshop where you purchased the product. Within the warranty period (standard 2 years) you take the defective item back to the store where you bought it. The seller is responsible for handling your warranty request. We are not the point of contact; therefore, it unfortunately makes no sense to fill out our service form.

Additional & Exceptions

There is an exception if you purchased our product through one of the following stores or channels:

  • - Through a marketplace where we are in fact the seller ourselves, where it is clearly stated on the invoice that you bought the product through an external seller. This may have been e.g. on Amazon's platform.
  • Amazon & Argos (only from the 2nd year after purchase)

Step 3: Check if you meet the conditions

  • If the retailer refers you to us (because we have agreements with them), you can contact us. To find out if your product will be repaired free of charge (excluding shipping costs), the following warranty conditions must be met.

  • View the warranty conditions below:


Warranty Conditions

  • The warranty applies if the product has been used in accordance with the instructions for use and for the purpose for which it was made.
  • The original purchase receipt (invoice, receipt, or bill) must also be presented, showing the purchase date, the name of the retailer, and the article number of the product. If you purchased an accessory or part through our webshop, you can mention our name.
  • Our warranty only covers manufacturing defects. This does not include glass accessories and accessories such as batteries, lamps, etc.
  • Our liability is limited to the cost of repair and/or replacement of the product under warranty.
  • The warranty is void if the defect (in any way) is caused by misuse, neglect, alteration, or incorrect adjustments. It is void when unauthorized persons make changes or repairs. The warranty is also void in the following cases:
    • For the repair of a household product used in a commercial environment;
    • For a repair due to incorrect installation in your home;
    • For the repair of any part whose serial number has been removed;
    • Where any additional equipment, not supplied or advised by Tristar Europe B.V., causes problems or damage related to the product or used with the product.

Step 4: How to submit a service request

If you meet the conditions and want to be eligible for repair or replacement, you can submit a request with us. You do this by filling out a service request here.

We will review your repair request and process it. If you meet the warranty conditions, we will ensure that you get a good and working device back. 

Good to Know
  • A proof of purchase is necessary for us to assist you further.
  • Unfortunately, we can only provide 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 (but light fittings do).
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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