Warranty terms and conditions for THOMAS appliances

Dear Customer, our products meet modern technical standards and sanitary and hygienic norms accepted in Ukraine.

Robert THOMAS Company guarantees:

conformity of the appliance to the technical information contained in the User Manual and Compliance Certificate, as well as the information on the packaging and directly on the appliance;
conformity of the appliance configuration to the information specified in the User Manual for this model;
free elimination of manufacturing defects in authorised service centres during the warranty period and in accordance with these warranty conditions in case of proper use of the appliance.

Before using the device we kindly ask you to study the Operating Instructions and Warranty Conditions!!!!

These warranty conditions are developed in accordance with the Consumer Protection Law of Ukraine, Rules of warranty repair (maintenance) or warranty replacement of technically complex household appliances, approved by Resolution of the Cabinet of Ministers of Ukraine № 506 from 11.04.2002.

Manufacturer's Warranty Periods

The warranty period for Robert THOMAS appliances consists of the basic warranty (24 months from the date of delivery of the product to the final user) and an additional warranty issued upon product registration. For more information on warranty periods and models, see the document.

Procedure for calculating the warranty period

The date of delivery of the device is considered to be the date specified in the warranty card, sales or cash receipt, contract or other document certifying the fact of sale of the product to the final Consumer.
If the Consumer does not have a warranty card with a completed record of the date of sale, cash/sales receipt or any other document certifying the actual date of purchase of the appliance, the date of manufacture of the appliance by the Manufacturer shall be deemed to be the date of commencement of the warranty period.
The information on the date of manufacture of the appliance is encrypted in an 18-digit code printed by the Manufacturer on the label attached to the package, where the 7th digit is the serial day of the production week, the 8th and 9th digits are the week of the year, the 10th digit is the last digit of the year of manufacture. The first 6 digits are the model number and the last 8 digits are the individual number of the appliance.
The information about the date of manufacture of the appliance is also printed on the label placed directly on the appliance itself in the M-Nr line: XXXXXXXXXXXXX - individual number of the device, XXXXX - code of the date of manufacture, where the 1st digit is the day of the week of manufacture, the 2nd and 3rd digits - the week in the year, the 4th - the last digit of the year of manufacture.
For example, in the image below, the production date of the appliance is the 2nd day of the 8th week of the year 2017, i.e. 21.02.2017.

How the warranty works

The Consumer has the right to submit a claim to the Service Centre for free repair of defects of the Robert THOMAS appliance within the warranty period if the appliance has been properly used.
Warranty repairs are carried out in authorised service centres (hereinafter referred to as ‘ASC’). You can find the list and addresses of the nearest Authorised Service Centres at www.thomas.ua, by e-mail: service@thomas.ua
or by phone:
(044) 239 0 777
(050) 333 95 74
(050) 533 68 88

Procedure for satisfying claims for repair of defects (warranty repair)

In order to eliminate defects detected in the appliance during the warranty period, Consumers should contact the nearest Authorised Service Centre. Robert THOMAS provides only Authorised Service Centres with the necessary technical information and original spare parts.
Document confirming the purchase of the appliance: warranty card, contract, sales receipt, cash voucher, etc. If there is no document confirming the date of sale of the appliance, the warranty period will be calculated from the date of manufacture of the appliance as indicated on the label.
If the Consumer requests a repair under the warranty, he/she is allowed to send the appliance to the service centre only with the accessories necessary to check the appliance for the defects claimed. Sending the device to the ASC in a clean condition is encouraged.

Performance of Warranty Repair

When accepting the appliance for warranty repair, the Contractor (ASC) checks the Consumer characteristics of the device, its completeness, appearance, serial number, date of manufacture, Manufacturer's seals and warranty cards and fixes the presence of the claimed defect.
The device is given a number, under which it is accepted for warranty registration.
After acceptance of the device for warranty repair, the Contractor (ASC) issues to the customer a receipt of the established form, in which all defects and repair terms are indicated.
The warranty repair period is 14 days after the application to the ASC or another period established by agreement of the parties.
Repairs are performed by restoring the unit (part) operability or its replacement at the choice of the ASC. Adjustment works are also carried out in accordance with the requirements of normative documents.
All parts replaced during warranty repair are not returned to the Consumer.
Replacement or restoration of parts (subassemblies) during the warranty period does not increase or restore the warranty for the product as a whole or for the part (subassembly) that was replaced or restored.

Warranty limitations
Robert THOMAS appliances are excluded from the warranty in the following cases:

if the appliance has been disassembled or there are traces of tampering, if the appliance has been modified, or if it has been repaired by anyone other than an Authorised Service Centre, including for unauthorised repair attempts, even if the repair itself has not been carried out;
if the factory marking or serial number is damaged, illegible, has traces of pasting or is missing;
if the appliance intended for personal (household, family) needs was used for business activities, production activities, including individual production activities, educational, training and production and other activities not related to household use of the appliance;
if the appliance is used for purposes not corresponding to its direct purpose;
if the rules and conditions of operation of the appliance set out in the User manual have been violated.

The warranty does not cover:

mechanical and thermal damage;
damage caused by external effect on the device (hit, pressure, flooding, etc.), as well as by environmental influences;
damage and malfunctions caused by penetration of foreign substances, objects, liquids, insects;
damage and malfunctions caused by natural disasters, fire, actions of third parties and force majeure;
damage or malfunctions caused by improper operation, careless handling or use of the appliance not as intended;
damage or malfunctions caused by power surges in accordance with the State Standards adopted in Ukraine;
consumables with a limited service life (dust collectors, filters, dust bags, wipes, etc.);
removable accessories: nozzles, tanks, hoses, tubes;
power supply cables;
damage caused by natural wear and tear. Natural operational wear and tear means deterioration of the technical condition and appearance of the device caused by its continuous use in accordance with the rules of operation and maintenance;
damage caused by the use of non-original, i.e. not produced by the Manufacturer, and (or) low-quality (damaged) consumables, accessories, parts (filters, cleaning concentrates, etc.). As well as the use of non-original “extra” equipment, including those not provided by the design of the device and the Manufacturer;
damage caused by untimely cleaning/replacement of filters, dust collectors and other parts that require periodic cleaning or replacement, i.e. caused by improper maintenance and care of the appliance.

IMPORTANT !!!

n accordance with the Manufacturer's operating instructions:

it is forbidden to operate the appliance without filters, with dirty filters, with non-branded filters;
it is recommended to replace the HEPA filter annually with a new one;
it is recommended to replace the Micro filter every six months.

ATTENTION !!!

Use only original (branded) filters, parts, accessories, materials and equipment for the normal operation of your vacuum cleaner!

The use of non-original (non-branded) filters, parts, accessories, materials, as well as non-original “extra" equipment, including those not provided by the design of the device and the Manufacturer, is a violation of the rules of operation and adversely affects the Consumer properties, technical condition, reliability, durability, safety of the device and its components.
The Consumer bears full responsibility for the safety of the product, for defects and for damage to health and property, both to himself and to third parties, resulting from the use of non-original parts, accessories and materials.
Defects resulting from the use of non-original filters, parts, accessories, materials are not recognised as warranty defects and will be repaired at a charge, if they can be eliminated at all.

Warranty on accessories:

The warranty period for THOMAS vacuum cleaner accessories is 3 months from the date of sale.

Warranty conditions for THOMAS nozzles and accessories:

presenting the sales receipt or delivery note for the product;
no physical or mechanical damage;
intended use.

Accessories for THOMAS vacuum cleaners are suitable FOR DOMESTIC USE ONLY!

The warranty will NOT apply if:

the accessory is not used for its intended purpose (e.g. cleaning of non-typical surfaces, or any other debris other than household rubbish);
obvious physical damage (cracks, chips, etc.);
traces of exposure to aggressive chemicals and/or detergents.

THOMAS vacuum cleaner electrical components (motor, pump, power cord winder, electrical circuit board) are guaranteed for 6 months from the date of sale/installation (in case of repair or replacement).

Warranty conditions for the electrical components of THOMAS vacuum cleaner (motor, pump, power cord winder, electrical circuit board):

presence of a sales receipt or delivery note for the goods or a technical inspection report (in case of repair);
absence of physical or mechanical damage;
use of the appliance for its intended purpose.

THOMAS vacuum cleaners are FOR DOMESTIC USE ONLY!

The electrical components of THOMAS vacuum cleaner (motor, pump, cord winder, electrical circuit board) are NOT covered by the warranty if:

the vacuum cleaner has not been used for its intended purpose (e.g. cleaning non-domestic waste, collecting chemical liquids, etc.);
there is obvious physical damage (cracks, chips, flooding of the motor with liquid, etc.)
there are signs of exposure to high temperatures;
there are signs of exposure to aggressive chemicals and/or detergents.

WARNING!

The vacuum cleaner Manufacturer Robert THOMAS has not authorised the use of TOPPER, Arwedi LOSEKE, OptimaPlus, FILTERO and other filters in its products. TOPPER, Arwedi LOSEKE, OptimaPlus, FILTERO and others are not associated with Robert THOMAS.
The certificates for these filters have nothing to do with the vacuum cleaner Manufacturer Robert THOMAS. These certificates do not state that the filters have been tested by Robert THOMAS and are suitable for use with Robert THOMAS vacuum cleaners.
Please be aware that, in the experience of repair shops, the life of filters that have not been tested is many times shorter than that stated in the instructions. Failure to properly filter the incoming air will result in damage to the vacuum cleaner motor.

The service life of a THOMAS vacuum cleaner is 10 years from the date of purchase!!!!

The service life is the calendar period of intended use of the product, starting from the moment of commissioning or repair, during which the Manufacturer (executor) guarantees its safety and is liable for significant defects that occurred due to its fault. The service life, as a rule, is longer than the warranty period. However, after the expiry of the warranty period and within the service life, the Consumer can only make claims against the Manufacturer (contractor) for significant defects of the product.

Technical support

Consumers are provided with free technical support by the phone numbers:
(044) 239 0 777
(050) 333 95 78
(050) 533 68 88
(050) 333 95 74
Please note that over the phone a specialist can give an opinion only on the most probable causes of appliance malfunctions. The final conclusion on the causes of device defects is provided by the ASC when accepting the appliance for warranty repair and is reflected in the receipt issued to the Consumer.

Important product information

Manufacturer: ROBERT THOMAS Metal-und Elektrowerke GmbH & Co.KG.
Manufacturer's address: Germany, Hellerstr.6, D-57290 Neunkirchen/Siegerland..