WARRANTY CONDITIONS

H.Koenig products are designed to provide reliable and long-lasting performance when used in accordance with the recommendations in the user manual.

If your appliance develops a problem during the guarantee period, we undertake to repair or replace it in accordance with the applicable conditions.

Legal guarantees and the H.Koenig commercial guarantee are two separate forms of protection.

The H.Koenig commercial guarantee applies in addition to the rights you have under the law.

Legal guarantees

In accordance with Articles L.217-3 and following of the French Consumer Code, you benefit from a 2-year legal guarantee of conformity.

You also benefit from the legal guarantee against hidden defects, in accordance with Articles 1641 and following of the French Civil Code. Any action must be brought within 2 years from the discovery of the defect.

These legal guarantees apply independently of any commercial guarantee.

View the legal guarantee

H.Koenig commercial guarantee

H.Koenig provides a 2-year commercial guarantee on new products, subject to the conditions set out on this page.

Proof of purchase is required to identify the purchase and process your request.

For full legal details, please refer to our General Terms and Conditions of Sale .

Request support

What is covered by the H.Koenig commercial guarantee?

  • Breakdowns and malfunctions resulting from a manufacturing defect occurring during normal use in accordance with the user manual.
  • Labour and the replacement of parts identified as defective as part of a repair covered by the guarantee.
  • If repair is not possible, an appropriate solution may be offered following diagnosis and in accordance with the applicable conditions.

What is not covered by the commercial guarantee?

The exclusions below apply only to the H.Koenig commercial guarantee. They do not affect your rights under the applicable legal guarantees.

Use and maintenance

  • Normal wear and tear.
  • Insufficient or improper maintenance.
  • Use that does not comply with the instructions in the user manual.
  • Professional use where the product is not designed for such use.

Damage and unauthorised work

  • Impact, falls, breakage or improper handling.
  • Fire, water damage, electrical surges or other damage caused by external factors.
  • Modification or unauthorised repair where this intervention is the cause of the fault.
  • Incorrect installation or assembly.

Parts and identification

  • Wear parts, consumables and accessories used as part of routine maintenance.
  • A missing or illegible serial number where this prevents identification of the product.
  • Damage caused by an exceptional external event.
Wear parts and consumables

Some parts have a service life that depends on how frequently the product is used and how it is maintained. Replacement of these parts as part of routine maintenance is not covered by the commercial guarantee. This exclusion does not affect the consumer's legal rights where a part has a defect covered by a legal guarantee.

How do I request support?

Start with our online support: many issues can be resolved using our FAQs and troubleshooting advice.

1
Select your appliance

Visit our after-sales support website and enter your product reference.

2
Check our solutions

Access user manuals, FAQs and available troubleshooting advice.

3
Contact our after-sales team

If the problem persists, access our support request form.

To help us process your request

Please have the following information ready:

  • your appliance reference;
  • your proof of purchase;
  • the serial number, if available;
  • a detailed description of the problem;
  • photos or a video if they help illustrate the issue.

Repair and transport

If workshop repair is required, our after-sales team will provide you with the instructions to follow and the transport arrangements applicable to your case.

Please do not send your appliance until you have received instructions from our after-sales team.

When shipment is requested, please pack the appliance carefully to protect it during transport.

Spare parts, accessories and consumables

A wide range of H.Koenig spare parts, accessories and consumables can be ordered, subject to availability, directly from our after-sales support website.

Find a spare part

Durability and repairability

Find out more about our commitments regarding repairs, product durability and spare parts.

View our commitments

Remote repair assistance

Depending on the nature of the problem, our team may offer diagnosis or remote assistance before arranging workshop repair.

Use our after-sales support form to send us the information we need.