Warranty Info
The 1-Year Limited Warranty
The 1-Year Limited Warranty
• Only applies to purchases made from authorised retailers of Ecovacs in South Africa.
• Is subject to the adherence of the requirements outlined in this instruction manual, and is subject to further conditions outlined below.
WARRANTY LIMITATIONS
WARRANTY LIMITATIONS
Any implied warranties relating to your appliance including but not limited to warranty of merchantability or warranty of fitness for a particular purpose, are limited to the duration of this warranty.
• Warranty coverage applies to the original owner and to the original battery only and is not transferable.
• Manufacturer’s warranties may not apply in all cases, depending on factors such as use of the product, where the product was purchased, or who you purchased the product from.
WHAT IS COVERED ?
WHAT IS COVERED ?
• Your Ecovacs appliance has a 12-month warranty against original defects in material and workmanship, when used for private household purposes in accordance with the Ecovacs Instruction Manuals. Motorised accessories and battery bought separately come with a 1-year warranty.
• This warranty provides, at no extra cost to you, all labor and parts necessary to ensure your appliance is in proper operating condition during the warranty period.
• This warranty will only be valid if the appliance is used in the country in which it was sold (South Africa).
• Quality-related warranty claims on purchases made through Ecovacs's authorised distributor in South Africa are handled through Ecovacs South Africa. For quality-related warranty claims, items will be assessed and repaired if needed by our team of technicians.
WARRANTY SERVICE
WARRANTY SERVICE
• How to Claim: Please retain your proof of purchase. To make a claim under our Limited Warranty, you need to provide your serial number and the original purchase receipt with the purchase date and order number on it.
• All work will be carried out by Ecovacs South Africa.
• Any replaced defective parts will become the property of Ecovacs South Africa.
• Service under this warranty will not extend the period of this warranty.
WHAT IS NOT COVERED ?
WHAT IS NOT COVERED ?
Ecovacs shall not be liable for costs, damages or repairs incurred as a result of:
• Appliances purchased from an unauthorised dealer.
• Careless operation or handling, misuse, abuse and/or lack of maintenance or use not in accordance with the Ecovacs Instruction Manuals.
• Use of the appliance other than for normal domestic purposes, e.g. for commercial or rental purposes.
• Use of parts not in accordance with the Ecovacs Instruction Manuals.
• Use of parts and accessories other than those produced or recommended by Ecovacs.
• External factors unrelated to product quality and use, such as weather, modifications, accidents, electrical outages, power surges or acts of God.
• Repairs or alterations carried out by unauthorised parties or agents.
• Failing to clear blockage and other hazardous material from the appliance.
• Normal wear and tear, including normal wearing parts, such as clear bin, belt, filter, HEPA, brush bar, and power cord (or where external damage or abuse is diagnosed), carpet or floor damage due to use not in accordance with manufacturer’s instructions or failure to turn the brush bar off when necessary.
• Reduction in battery discharge time due to battery age or use.
File A Claim
How it Works
How it Works
Welcome to Ecovacs warranty page where you can process warranty requests and make inquiries when you have issues with your product.
Please note that Ecovacs Warranty ONLY applies to purchases made from our official channels (Takealot.com, Ecovacs.co.za, Yuppiechef, Leroy Merlin, Makro), and warranty coverage applies to the original owner and to the original battery only and is not transferable.
Ecovacs shall not be liable for costs, damages or repairs incurred as a result of machines purchased from an unauthorised dealers.
All products purchased from Ecovacs come with a hassle-free 12-month warranty.
If your product turns out to have a defect during its warranty period, please contact us via the feedback form below and let us know what we can do to help you.
It may save you time to first troubleshoot issues by going to our FAQ page or looking at Instruction Manuals before filing a warranty claim.
Thank you in advance for all of the information you provide; we know your time is valuable.
Warranty Information Tips
Warranty Information Tips
Order ID: You can find this in the order history of the account the purchase was made through.
Model Number: You can find this in your account's order history, as well as on the packaging or manual of the product. Some products come with the model number printed directly on them.
Model numbers help us identify the exact make and model of your product more accurately than a product name would.
SN: The SN is a series of digits, and can be found on the main body of the product.
It’s located on a sticker, tag, or printed directly on the product, but never on the packaging.
Note: Before Ecovacs can release a replacement, it may be necessary to return the defective item for quality inspection.
Customer Assessment And Repair Policy
Customer Assessment And Repair Policy
At Ecovacs South Africa, our customers come first.
If a customer experiences a technical issue, our customer service team will first engage with the customer over the phone or via written communication to try to see if the issue can be self-solved by the customer.
If the Ecovacs appliance is still within its 12-month warranty period:
If our customer service team come to an initial conclusion that there might be a technical fault requiring part replacements or if the customer is unable to self-solve the issue, we will arrange the collection of the Ecovacs appliance for us to assess it in detail and we will absorb the courier’s collection and return delivery costs as a show of support and service to the customer.
Once it arrives at our premises, our technicians will perform diagnostic tests and cleaning run tests to determine where the issue may be.
If our technicians determine that there is a fault with the Ecovacs appliance, our technicians will repair it without any charge to the customer.
When collecting and returning a customer’s Ecovacs appliance, we will issue a tracking link/number for the customer to monitor the progress of the collection and delivery.
If the Ecovacs appliance is out of warranty:
If our customer service team come to an initial conclusion that there might be a technical fault requiring part replacements or if the customer is unable to self-solve the issue, the customer will be required to arrange with their preferred courier the collection and delivery of the Ecovacs appliance to our premises, and do so at the customer’s cost.
If our technicians deduce that the Ecovacs appliance requires a repair, we will first issue a quote to the customer and will wait for the customer’s written approval and payment before proceeding with the repair.
Please note that we have a maximum 21-day turnaround time policy from the day we receive your Ecovacs appliance, to the day it is dispatched from our premises.
During this time we will update you twice a week on the progress of the repair.
Voided Condition for Assessment & Repair Policy is:
– The Ecovacs appliance has run into dog/cat faeces – due to being a health hazard for our technicians to work on.
Please fill in the below form to begin the process.
Should you have any questions, please do not hesitate to contact us, we are always here to assist.