Questions about warranty and repairs.
Here you will find the most frequently asked questions regarding warranty and repairs. Is your question not listed? Please feel free to contact our customer service!
Warranty & repair
How long is my warranty?
We give a standard 2 year warranty on our products. This warranty is offered by both El Vidas and the manufacturer.
What is covered under warranty?
The warranty covers technical defects of the device. User damage is not covered by the warranty.
What is the difference between user damage and a defect?
In case of user damage, the damage to the product is caused by one's own fault and/or action. A defect arises from the technique used or from the manufacturer.
Can I purchase additional warranty?
Yes, that is possible for televisions. Look here to the possibilities.
Will someone come by for the repair or do I have to send my product?
Whether someone comes to your home for the repair or whether you have to send the product depends on the size of the product. This differs per manufacturer. If you contact our customer service, they can help you further with this.
If the manufacturer does not offer home service for the product, you can send the product to us. You are self responsible to send it and for the quality of the packaging and any damage that may result from the transport. You are also responsible for the risk and costs.
How do I send my product for repair?
Only the screen must be sent. All other associated accessories (power cord, remote control, etc.) should be kept at home. If this is sent, the responsibility for it going missing lies with you.
You will receive the purchase invoice and the repair form by email. You must send these together with the product. If the documents are missing, the processing time at the technical service will be longer.
Everything up to 55 inches can be sent by parcel post such as PostNL. If the package is too large to send by parcel post, we refer you to Connected Logistics. You are responsible for the costs and the risk.
Who will repair my product?
If the product is repaired at your home, an official technician from the manufacturer will come by for the repair. Does the product have to be returned to us for repair? Then we will forward the product to the supplier or we will call in an authorized technician from the supplier.
At the moment our customer service has indicated that you must return the product to EL Vidas itself, you are responsible for sending the product including the correct documents that you receive from our customer service. You are responsible for the packaging and any risks and costs.
Is repair always free?
Defects that fall within the warranty are always free. For defects that fall outside the warranty, a standard €55 investigation fee and call-out fee are charged. You only have to pay the investigation fee if you do not agree with the quote for the repair. We will only start the repair if you agree with the quote.
How long will I be without my product?
Products under warranty are usually returned to your home within 3-5 weeks. Products outside the warranty are returned to your home within 3-5 weeks after approval of the quote.
How do I report a repair?
This varies by manufacturer. You can contact us to report a repair via 085-1301566 or via the contact form .