FAQ

For warranty service, please provide a copy of the invoice or receipt confirming the purchase, as well as the warranty certificate if you received one.

We will also need

• contact details
• name
• address
• telephone number
• e-mail address
• an accurate description of the fault

It is also helpful if you provide the appliance model and serial number, and if possible, a photo or video showing the fault.

It is generally easier to keep and present the invoice when required. The important point is that the purchase must be verifiable. A warranty certificate may also be sufficient if it has been completed correctly.

The warranty certificate should contain:

• the model number of the purchased product
• the serial number, if applicable
• the date of purchase
• the purchase price
• the seller’s signature and stamp

An invoice or receipt normally contains this information as well, which is why keeping the invoice is usually the most practical solution.
If you cannot find your invoice, we recommend asking the retailer or online store where you purchased the product for a copy.

No. You do not need to send or present the original invoice or receipt. A copy of the invoice or receipt is sufficient, and a clear photograph of the document is also acceptable.

As a first step, please ask the person who gave you the appliance for the proof of purchase, or request a copy of the invoice from the retailer where the appliance was purchased. Warranty service cannot be started without an invoice or another document proving the purchase.

The importance of a detailed fault description is often underestimated.

Please avoid descriptions such as:

• NOT GOOD
• DOES NOT WORK

The task of the service centre is to investigate the fault reported by the customer. It is not always possible to carry out a complete examination of every function of the appliance. For this reason, an accurate and detailed fault description is very important.

Examples of useful fault descriptions:

• “Immediately after switching on, the coffee machine displays an error and all three indicator lights flash.”
• “The coffee machine does not froth milk.”
• “The TV switches on and has sound, but there is no picture.”

Thank you for helping us with an accurate fault description.

The applicable regulations determine the duration of the mandatory warranty. Depending on the purchase price, the appliance may be covered by a 2- or 3-year mandatory warranty.

• Products below HUF 10,000 are not subject to mandatory warranty
• Products priced between HUF 10,000 and HUF 250,000 are covered by a 2-year mandatory warranty
• while products priced above HUF 250,000 are covered by a 3-year mandatory warranty

It is important to note that manufacturers may offer more favourable warranty conditions than the minimum required by law. Philips does this for certain products. Some Philips products may therefore receive a 3-year warranty even if their purchase price is below HUF 250,000. For further information, please contact us via the Contact form.

An extended warranty provides warranty coverage beyond the standard warranty period. It is generally available by registering the product. Philips provides this option on its own website. The customer usually needs to create an account within 30 days of purchase and register the product in that account. Not every appliance is eligible for an extended warranty. Further information is available on the Philips website. For registration, you will need the documents proving the purchase, just as you would for a standard warranty repair.

If you successfully registered your appliance on the Philips website and received an extended warranty, you will receive an e-mail confirmation containing a registration code. This code confirms the extended warranty and is required by the service centre to verify your eligibility. Please make sure you have this code available before contacting us regarding an extended warranty claim.

Please also note that in some cases the extended warranty may apply only to a specific component rather than the entire appliance. For example, certain vacuum cleaners may have an extended warranty covering the motor only.

You can bring the appliance directly to our service centre.

Address:
Szerviz Kft. – Philips Authorised Service Centre
1117 Budapest, Karinthy Frigyes út 15.

Opening hours:
Monday–Friday: 09:00–17:00

You may also take your faulty appliance to one of the other service points in our nationwide service network.
https://www.szervizkft.hu/en/service-network

Yes. Warranty regulations allow customers to return a faulty product to the place of purchase. This applies both to products purchased in physical stores and from online retailers. If you purchased the product online, we recommend contacting the retailer in advance to ask about the exact return procedure. Larger online retailers usually have an established process for handling warranty cases.

Yes, you can send your faulty appliance to our service centre by courier.

We will still need the information and documents listed above:

• contact details
• telephone number
• e-mail address
• address
• invoice, receipt or correctly completed warranty certificate
• an accurate and detailed description of the fault

It is very important that the appliance is packed safely and appropriately for courier transport.

We have a solution for this as well.

Within Budapest, our EXTRA pickup service is available for HUF 7,000. One of our own staff members will collect the appliance from you and deliver it directly to our service centre. This means you do not have to pack the appliance for a courier, carry it or bring it to our service centre yourself. We will still need the appropriate contact details, documents and an accurate description of the fault before the repair can begin.

The applicable regulations also cover this situation.

If the faulty product weighs more than 10 kg, or if its size or design means that it cannot be transported as hand luggage on public transport, transportation to the repair location must be arranged. Cooperation is important in these cases as well. The appliance must be packed safely and appropriately for courier transport.

We will also need:

• your contact details
• telephone number
• e-mail address
• address
• proof of purchase
• an accurate and detailed description of the fault

We arrange collection using GLS. The GLS system will notify you of the expected collection time.

Proper packaging is extremely important for courier transport. Please take care to protect your appliance during shipping. Use a strong cardboard box that is larger than the appliance. If the appliance does not fit properly inside the box or the box cannot be completely closed, the risk of transport damage increases considerably. Always use suitable protective filling around the appliance.

Suitable filling materials may include:

• crumpled newspaper
• corrugated cardboard
• suitable packaging material
• an unused towel or other soft textile

The appliance should remain stable inside the closed box and must not move freely. If you move the closed box and can feel the appliance shifting or moving inside, the packaging is not yet adequate. In this case, additional protective filling is required. Please always empty any water from appliances such as irons, steam generators and coffee machines before transport. Otherwise, leaking water may soak the packaging and damage the appliance.

The easiest way is to send us a message through the Contact section of our website. Our customer service team may not always be able to answer every telephone call immediately, which is why sending us a message through the website is often the quickest and most practical solution. Our usual response time is approximately 1–3 hours. When contacting us, please provide the repair job number or the name of the contact person given when the appliance was registered for repair. With this information, we can quickly check whether the repair is in progress, whether we are waiting for a spare part, whether the repair has been completed, or when the appliance will be ready for collection.

The repair time depends on several factors. It may be affected by the current workload, the type of appliance and whether the necessary spare parts are available from stock or need to be ordered.

In general, most repairs are completed within 1–2 weeks. Naturally, we always aim to complete repairs as quickly as possible. If you would like to know the current status of your appliance, please request a status update. For details, see the section “How can I check the status of my repair?”
The quickest option is to send us a message through the Contact section of our website.

If an appliance cannot be repaired, the service centre may issue a replacement certificate, also referred to as a certificate of non-repairability. This means that although the fault can no longer be resolved by repair, the case does not end there.

The certificate confirms that the appliance cannot be repaired and allows the customer to continue the warranty procedure with the retailer where the product was purchased.

Based on the certificate, the retailer will arrange the appropriate solution: replacement of the faulty appliance or, depending on the circumstances, reimbursement of the purchase price.

This ensures that the customer still receives a solution even when repairing the appliance is no longer possible.