Customer service Frequently Asked Questions

How long is the warranty for my product?
We follow the statutory warranty conditions (24-month solicitation). Within the warranty period, all repairs that meet the warranty conditions are free of charge. If the product cannot be repaired, 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 ...
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: ...
How to fill out the UPS shipping information?
Dear Sir or Madam, thank you for your e-mail. Enclosed you will find the explanation for filling in the UPS shipping information Please enter your name in this field (first and last name). Please enter your postal address in this field (sh...
Which products can I Buy in the webshop?
You can only order accessories and spare parts via this website. To buy our products, please visit one of our sales points. If you have any questions regarding the purchase of your product, we recommend contacting the sales point where you purchased it. Yo...
How do I place an order?
The correct product can be found by entering the item number or the product name. You can also find the product by navigating through our product range until you find the correct product webpage. You can find all the accessories and spare parts for a p...
Where can I find the article number?
A product’s item number is stated on the packaging or in the product’s instruction manual. What can you do if you cannot find the item number? You can search for the product name. You can also scroll through the items in the webshop to see if you can find ...