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• HOW THE GUARANTEE WORKS
• GUARANTEE CLAIM
• CONTACT US
• FULL TERMS & CONDITIONS

(1) Why does Vileda offer a 5-year warranty?

Vileda proudly offers an extended warranty on selected floor-cleaning products, so you can purchase with confidence. Vileda is committed to quality and the development of long-lasting products. Try our products and enjoy using them for a long time.

(2) When does the warranty begin and when does it end?
The warranty begins on the date of purchase as stated on the purchase receipt and will be valid for 5 years from that date.

(3) Do I need to keep the invoice or sales receipt to claim the warranty?
Yes, this is mandatory to access warranty services. In addition, the defect must occur within five years from the purchase date on the receipt, and the defective product must be sent to Vileda upon Vileda’s request.

(4) What does the 5-year warranty cover?
The warranty covers all new spin mops: H2Pro Spin Mop, H2Pro Flat Mop, Turbo (excluding Spino Ultra) until November 2025 (refills excluded).

(5) What is not covered by the warranty?
This warranty does not cover:

(a) Routine maintenance of the product and repair or replacement due to normal wear and tear;

(b) Consumable materials (components that are expected to require periodic replacement during the life of a product, such as pads, refills, etc.);

(c) Damage or defects caused by the use, operation, or handling of the product not consistent with normal personal or household use;

(d) Damage to or modification of the product resulting from:

1. Misuse (including handling that leads to physical, cosmetic, or surface damage, or alterations to the product; failure to install or use the product for its intended purpose or according to Vileda’s installation or usage instructions; failure to maintain the product according to Vileda’s proper maintenance instructions; installing or using the product in a way inconsistent with the laws, technical standards, or safety standards of the country in which it was installed or used);

2. Using the product with accessories, peripheral devices, or other products of a type, condition, or standard other than those specified or recommended by Vileda;

3. Repairs or attempted repairs not carried out by Vileda or its authorized service partners;

4. Accidents, fires, liquids, chemicals, other substances, floods, vibrations, excessive heat, inadequate ventilation, radiation, electrostatic discharges such as lightning, and other external forces or impacts; or

5. Any event or circumstance beyond Vileda’s reasonable control.

(6) What is meant by normal use?
Normal use refers to the natural and gradual deterioration of the item over time due to regular use and aging.

How to Claim the Warranty

To request the application of Vileda’s commercial warranty on your product, please contact our customer service through any of the channels listed in the “Contact Us” section.

Warranty services will be provided when:

1. The original invoice or purchase receipt is presented (showing the purchase date, product model name, and seller).

2. The defect occurs within five years from the date of purchase.

3. The defective product is sent—upon Vileda’s request—to Vileda.

Contact us here: Vileda Middle East & Africa | homepage

Frequently Asked Questions About Warranty Claims

(1) When does the warranty begin and when does it end?
The warranty begins on the purchase date as stated on the purchase receipt and will be valid for 5 years from that date.

(2) What does the 5-year warranty cover?
The warranty covers all new spin mops: H2 Pro Spin Mop, H2 Pro Flat Mop, Turbo (excluding Spino Ultra) until November 2025 (refills excluded).

(3) What is not covered by the warranty?
This warranty does not cover:

• (a) Routine maintenance of the product and repair or replacement due to normal use.

• (b) Consumable materials (components expected to require periodic replacement during the product’s lifetime, such as pads, refills, etc.).

• (c) Damage or defects caused by using, operating, or handling the product in a way inconsistent with normal personal or household use.

• (d) Damage to or modification of the product resulting from:

  1. Misuse (including handling that leads to physical, cosmetic, or surface damage, or alterations; failure to install or use the product for its intended purpose or according to Vileda’s instructions; failure to maintain the product according to Vileda’s proper maintenance guidelines; installation or use in a way inconsistent with laws, technical standards, or safety standards in the country of installation or use).

  2. Using the product with accessories, peripherals, or other products of a type, condition, or standard other than those specified or recommended by Vileda.

  3. Repairs or attempted repairs not carried out by Vileda or its authorized service partners.

  4. Accidents, fires, liquids, chemicals, other substances, floods, vibrations, excessive heat, inadequate ventilation, radiation, electrostatic discharges such as lightning, and other external forces or impacts.

  5. Any event or circumstance beyond Vileda’s reasonable control.

(4) What is meant by normal use?
Normal use refers to the natural and gradual deterioration of the item over time due to regular usage and aging.

(5) What are the warranty conditions?
Warranty services are only provided if:

1. The original invoice or purchase receipt is presented (showing the purchase date, product model name, and seller).

2. The defect occurs within five years from the date of purchase.

3. The defective product is sent—upon Vileda’s request—to Vileda.

(6) Are refills covered by the warranty?
No, refills are excluded.

(7) Is the handle covered by the warranty?
Yes, the handle is covered.

(8) Is the mop frame included in the warranty?
Yes, the mop frame is included.

(9) Which products are included in the 5-year warranty?
This depends on locally sold products (please add product names and all exclusions, e.g., Spin & Clean).

(10) My product is broken/defective. What should I do?
Visit our website https://www.vileda-mea.com/ and submit a complaint. You will receive a response as soon as possible.

(11) Who should I contact for a refund or product replacement?
Visit our website https://www.vileda-mea.com/ and submit a complaint. You will receive a response as soon as possible.

(12) I bought the product online, but it is defective. What should I do to get a new one?
Visit our website https://www.vileda-mea.com/ and submit a complaint. You will receive a response as soon as possible.

(13) My receipt showing proof of purchase is damaged after several years of storage and is unreadable. How else can I prove my purchase?
Visit our website https://www.vileda-mea.com/ and submit a complaint. You will receive a response as soon as possible.

Do you have any questions about the warranty? Do you need to make a warranty claim?

Contact us here: https://www.vileda-mea.com/
Operating hours: 9:00 AM – 6:00 PM

A. Scope:
According to the terms and conditions of the warranty set out in this document, VILEDA guarantees that the spin mop models [H2Pro Spin Mop, H2Pro Flat Mop, Turbo] (excluding Spino Ultra) (excluding refill packs) (hereinafter collectively referred to as the “Product”) are free from defects in materials or workmanship that render them unfit for use for five (5) years from the date of purchase. The VILEDA entity that provides and honors this warranty is specified below (see Section E).

If the Product is found to be defective during the warranty period due to defects in materials or workmanship, VILEDA agrees to replace the Product by delivering a replacement free of charge, subject to the terms and conditions set out in this document. VILEDA may replace defective products or parts with new or refurbished products or parts, and the replaced products or parts shall become the property of VILEDA.

This warranty does not cover:
(a) routine maintenance and repair or replacement of the Product due to normal wear and tear;
(b) consumables (components expected to require periodic replacement during the product’s lifetime, such as pads, refills, etc.);
(c) damage or defects resulting from the use, operation, or handling of the Product in a manner inconsistent with normal personal or household use;
(d) damage to or changes in the Product resulting from:

1. misuse (including handling that causes physical, cosmetic, or surface damage or alterations; failure to install or use the Product for its intended purpose or according to VILEDA’s installation or use instructions; failure to maintain the Product according to VILEDA’s proper maintenance instructions; installation or use of the Product in a manner inconsistent with the laws, technical standards, or safety standards of the country in which it is installed or used);

2. use of the Product with accessories, peripheral equipment, or other products of a type, condition, or standard other than those specified or recommended by VILEDA;

3. repairs or attempted repairs not carried out by VILEDA or its authorized service partners;

4. accidents, fires, liquids, chemicals, other substances, floods, vibrations, excessive heat, inadequate ventilation, radiation, electrostatic discharge such as lightning, and other external forces or impacts; or

5. any event or circumstance beyond the reasonable control of VILEDA.

This warranty applies only to claims reported within the five-year warranty period, accompanied by the evidence specified in Section B below, and meeting the conditions set out in this document. If a Product covered by this warranty is replaced with a new version during the warranty period, VILEDA reserves the right (but is not obliged) to handle any warranty claim by providing the new version as a replacement.

B. Conditions:
Warranty services will only be provided if:

1. the original invoice or purchase receipt (showing the purchase date, product model name, and seller) is presented,

2. the defect occurs within five years of the purchase date, and

3. the defective product is sent to VILEDA upon request.

VILEDA may refuse to provide free warranty service if the defective Product or the invoice/receipt is not presented or is incomplete or illegible.

This warranty is void if the product model name or serial number on the Product has been altered, changed, removed, or rendered illegible.

This warranty does not cover transportation costs or risks associated with shipping your Product to and from VILEDA or an authorized service partner.

A reasonable diagnostic fee may be charged if the diagnosis of a Product claimed under this warranty determines that you are not eligible for replacement/repair (for any reason) or that your Product is functioning properly with no hardware defect found.

C. Exclusions and Limitations:

1. Except as expressly stated above, VILEDA makes no warranties (express, implied, statutory, or otherwise) regarding the quality, performance, accuracy, reliability, or fitness for a particular purpose of the Product.

VILEDA shall not be liable for consequential or indirect damages arising from improper use of the Product. Except as provided elsewhere in this section, VILEDA’s liability shall not exceed the purchase price of the Product.

If you have any doubts regarding the proper use of the Product or about this warranty, please contact VILEDA customer service.

Nothing in this warranty is intended to limit VILEDA’s liability for death, personal injury, or damage to private property caused by a defect in the Product during its use by the consumer due to VILEDA’s negligence.

D. Consumer Rights:
As a consumer, you may have mandatory legal rights regarding defective goods or goods not conforming to their description. Nothing in this warranty affects those rights.

E. Guarantor:
This warranty for the Product is provided and will be honored by [Al-Muzn National Household Appliances Co. Ltd.].

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