Failure or malfunction

My product is no longer working. What should I do ?

We are sorry to hear that your product is not working. Before contacting our After-Sales Service, we invite you to consult our tips for quick resolution.

Step 1 : Self-troubleshooting and preventive maintenance

Many problems can be solved by consulting the manual or performing simple maintenance.

Consult the manual to check that the assembly has been carried out correctly and that all installation steps have been followed.
Check our FAQs and guides. There are numerous articles available on our website providing specific care advice for your product, whether it be wood, textiles or pumps. You may find the solution you are looking for there.


Step 2 : Contact our After-Sales Service

If, after carrying out the necessary checks, your product still does not work, please contact us using our dedicated contact form.

In order to process your claim efficiently and activate the warranty, please provide us with the following information :

• Diagnosis : Photos or videos clearly illustrating the problem encountered, such as a leak, abnormal noise or engine failure. This is essential for our remote technical expertise.
• Installation context : A wide-angle photo of your installation showing the product's environment. This allows us to check whether the problem is related to the conditions of use or installation.
• Part identification : The references and quantity of the affected parts. This information is necessary for sending replacement parts.
• Batch number : The ORDER number appearing on the packages concerned, if you still have them in your possession. This allows for quick verification of the model and manufacturing batch.

Important : Your claim will be processed as soon as all of this evidence has been received.