Everything you buy from us carries the statutory guarantee. How long it runs depends on the delivery country: three years in Spain and Portugal, two years in Belgium, France and Germany, and in the Netherlands for as long as you can reasonably expect the item to last, with a minimum of two years. We are your single point of contact: you never have to chase a manufacturer or a warehouse.
How long your guarantee runs
- Spain and Portugal: three years from delivery.
- Belgium, France and Germany: two years from delivery.
- The Netherlands: for as long as you can reasonably expect the item to last, and at least two years from delivery.
Those periods come from the law of the country you live in. We cannot shorten them, not even by pointing at Belgian law.
As the seller we are answerable for that whole period that your item is what it should be: it works as described, it has the qualities you are entitled to expect, and it does what you bought it for.
If a fault appears in the first two years, it is presumed to have been there on delivery unless shown otherwise. You do not have to prove the product was at fault.
This guarantee is statutory. You cannot sign it away and we cannot cut it short.
What we do about a fault
Report it to retour@xtrona.com, with your order number and photos or a short video showing the problem.
We have the item examined and then arrange repair or replacement. If that is impossible or cannot be done within a reasonable time, you get a price reduction or your money back.
Repair, replacement or refund under the statutory guarantee costs you nothing.
What it does not cover
- Damage from a drop, moisture, the wrong voltage, or use other than what the item is meant for.
- Normal wear, and consumable parts that run down with use.
- Damage caused by not following the instructions.
- Items opened, modified or repaired by you or by a third party.
- Missing original parts or packaging, where these are needed to assess or return the item.
If the assessment shows the item works normally, or that the damage falls outside the guarantee, we may pass on the shipping cost of that assessment. We tell you beforehand.
No extra commercial warranty
Beyond the statutory guarantee we do not offer an additional commercial warranty. We would rather tell you what you get than promise something that is not there.
Keep your order confirmation
Your order confirmation is your proof of purchase. Keeping it makes a warranty case a good deal faster. Lost it? We can find your order from your e-mail address.