These General Conditions govern the contractual relations between Vorwerk UK & Ireland, whose contact details are detailed below, and the Customer in the context of the troubleshooting, repair and maintenance Services for Vorwerk® brand Products. They are applicable from 1^st January 2024, and may be modified at any time. These conditions are freely consultable and downloadable on the Vorwerk UK & Ireland website and sent by email to the Customer prior to any order for Services from Vorwerk UK & Ireland.

1. GENERAL PROVISIONS

The purpose of these General Conditions is to define the terms and conditions under which Vorwerk UK & Ireland provides, at the request of its Customers, in their capacity as consumers residing in either the UK or Ireland (hereinafter “the Customer”), repair and maintenance (hereinafter “the Services”) of Vorwerk® brand devices (hereinafter “the Product”) during and outside the Product warranty period.

Placing any order for a Service with Vorwerk UK & Ireland implies full acceptance of these General Conditions by the Customer.

Vorwerk UK & Ireland reserves the right to refuse the provision of a Service for any legitimate reason, in particular the existence of an unresolved dispute resulting from a previous non-payment, the obvious lack of maintenance of the Product which is not would not meet normal hygiene conditions or the technical impossibility of being able to carry out the Service in the event of manifestly abnormal use of the Product or any other cause making it impossible to carry out the Services offered (fall, deformation by exposure to an external heat source, etc.), the shipping and processing costs remaining, in this case, the responsibility of the Customer.

The Service ordered does not include preventive action in addition to the expected repair. It cannot be used to replace parts that do not prevent the operation of the Product or to supplement the purchase of accessories and consumables.

2. ELIGIBILITY OF THE OFFER

Only Vorwerk® brand Products are eligible for the service offers offered by Vorwerk UK & Ireland.

The Services provided hereunder are only open to consumers. Legal or natural persons acting for purposes falling within the scope of their commercial, industrial, craft, liberal or agricultural activity cannot benefit from it.

3. CONDITIONS FOR PROVIDING SERVICES

The Customer must send the Product, clean, in the packaging sent to them by VORWERK.

Subject to the availability of the necessary parts and receipt of the Product within deadlines agreed between the Parties, Vorwerk UK & Ireland, undertakes to carry out the Services within the time limit indicated when placing the order for the Service. Vorwerk UK & Ireland undertakes to inform the Client of any delay in carrying out the Service. In the event of delay, the Customer may cancel the order. Failing this, he is deemed to accept the new deadline.

Any additional diagnosis, not linked to the fault described, cannot be covered by the chosen Service.

Vorwerk UK & Ireland will carry out the Services upon full payment of the price. Accepting the performance of the Services described in the quote or price offer by paying the price implies the Customer's adherence to these General Conditions.

4. PRICE OF SERVICES – PAYMENT TERMS

The prices and contents of the various troubleshooting, repair and maintenance services for the Information about the Products offered are accessible on the vorwerk.co.uk website. These can be purchased through our Customer Care Team by contacting them by telephone.  The price invoiced to the Customer is the price in effect at the time the order is registered. Prices are expressed in Pounds (UK, CI, IOM) and Euros (IRE), they are inclusive of all taxes and include any delivery costs, unless otherwise stated.

Vorwerk UK & Ireland  reserves the right to modify the price of the Services at any time.

The price is payable in full, by debit or credit card only. Payment must be made on the day the order is placed by the Customer.

Payment can be made by bank card (Visa and Mastercard)

5. RIGHT OF WITHDRAWAL

The Customer benefits from a right of withdrawal for a period of fourteen (14) days from the conclusion of the Service contract, that is to say from the day of acceptance of the Services by payment of the price.

The Client acknowledges being informed and accepts that the agreement he has given for the immediate completion of a Service fully executed at any point including the period of fourteen (14) days from the conclusion of the contract will constitute an express waiver of his right withdrawal.

6. WARRANTIES FOR REPAIRS, SPARE PARTS AND ACCESSORIES

Unless otherwise stated in the offer subscribed by the Customer, Vorwerk UK & Ireland guarantees repairs as soon as the Product is made available for a period of six months. In the event of a malfunction similar to that which led to the ordering of the Service within the aforementioned period, Vorwerk UK & Ireland will be responsible for the new repair Service for the same breakdown. Spare parts and accessories do not benefit from this guarantee.

7. RESPONSIBILITY

Vorwerk UK & Ireland can only be held liable in the event of fault in the performance of the Services entrusted to it. Vorwerk UK & Ireland cannot be held responsible for the deletion, loss or destruction of data or any other information contained on the device.

8. DISPUTE SETTLEMENT

The Customer may send any written complaints to the Customer Care Department by email to the address info@vorwerk.co.uk or by post to the address specified at the bottom of the page. The Customer must specify his/her last name, first name and repair order number.

The Customer can also contact Customer Care by telephone at +44 (0) 330 660 0834 (UK) or +353 (0) 1447 5157 (Ireland).

9. JURISDICTION AND DISPUTE RESOLUTION

This Agreement is subject to English law and the exclusive jurisdiction of the English courts.

These General Conditions are subject to. Any dispute relating to the execution of these General Conditions will be under the exclusive jurisdiction of the English courts.

10. HOW WE MAY USE YOUR PERSONAL INFORMATION

We will use the personal information you provide to Us to:

i. provide the Product(s);

ii. process Your payment for such Product(s). 

If You have any questions or complaints, please contact Us. You can contact Us by telephoning Our customer care team at +44 (0) 330 660 0834 (UK) or +353 (0) 1447 5157 (Ireland) or by emailing us at info@vorwerk.co.uk.

11. TOTAL SATISFACTION

We are sure that You will have total satisfaction from Your purchase and experience with Vorwerk UK Ltd. If You are not totally satisfied please contact our Customer Care Team at Vorwerk UK Ltd, Ashurst Manor, Church Lane, Sunninghill, SL5 7DD in writing, by email info@vorwerk.co.uk or call us +44 (0) 330 660 0834 (UK) or +353 (0) 1447 5157 (Ireland).

By law Your Product(s) must correspond with their description and any sample by reference to which they were ordered. They must also be of satisfactory quality and be reasonably fit for the purposes for which such goods are normally used or for which You informed the seller that you wanted them.

ln addition to these legal rights and to your legal right of cancellation set out at paragraph 4, in accordance with Our aim of total customer satisfaction, We will acknowledge any complaint within 48 working hours and will seek to resolve it as soon as possible thereafter.

You can do this online (www.vorwerk.co.uk/vorwerk/contact-us), by email at info@vorwerk.co.uk, or call us +44 (0) 330 660 0834 (UK) or +353 (0) 1447 5157 (Ireland).