General questions

The store where I bought the appliance no longer exists, what should I do now?

-You live in Belgium

*You bought your appliance in a Makro store.  In that case you can return your device in any other Mediamarkt store. They have taken over the service of all Makro purchases.   

*None of the above? Please contact us via info@fritel.com and add at least the following information. (your name, your home town, your appliance, store, purchase date, proof of purchase, a description of  the defect) and we will find a proper solution for you. 

-You live in the Netherlands

*You bought your appliance in a Harense Smid store.  In that case you may return your appliance in any  BCC shop.  They have taken over the service of all Harense Smid purchases. . 

*You bought your appliance in a Scheer & Foppen store.  In that case you may return your appliance in any  Expert shop.  They have taken over the service of all Scheer & Foppen purchases

*You bought your appliance in a Mikro store.  In that case you may return your appliance in any  BCC shop.  They have taken over the service of all Mikro purchases

*None of the above? Please contact us via info@fritel.com and add at least the following information. (your name, your home town, your appliance, store, purchase date, proof of purchase, a description of  the defect) and we will find a proper solution for you. 

-You live in Luxemburg

Please contact us via info@fritel.com and add at least the following information. (your name, your home town, your appliance, store, purchase date, proof of purchase, a description of  the defect) and we will find a proper solution for you. 

-You live in the EU (elsewhere as the countries mentioned here above)

Please contact us via info@fritel.com and add at least the following information. (your name, your home town, your appliance, store, purchase date, proof of purchase, a description of  the defect) and we will find a proper solution for you. 

 -You live outside the EU

We do not sell products outside the EU and are unable to help you with a guarantee. 

I do no longer have the proof of purchase?

The Proof of Purchase is of crucial importance to determine the date of purchase and hence the start date of your guarantee.  Further the guarantee is only valid for the first user and this cannot be proven without the proof of purchase.

TIP: In most cases the dealer keeps a copy of the proof of purchase so you probably can still obtain it through your store.   

What is the meaning of legal guarantee?

The legal guarantee obliges the seller to repair or replace the appliance for free in the first 6 months after purchase, if there appears to be a technical defect which cannot be blamed on improper, wrong,  user claim of non compliance with the user guidelines of the consumer.  The consumer cannot chose between repair or replacement. 

-Belgium + Luxemburg

  Only the dealer is responsible for the legal guarantee. He cannot simply transfer you to the manufacturer.

-The Netherlands

  The consumer can choose who to address himself to : the dealer or manufacturer. 

-Germany

  The dealer is responsible for repair or replacement of the defective repair. 

-France (same as BE)

  Only the dealer is responsible for the legal guarantee. He cannot simply transfer you to the manufacturer 

What is covered by the legal guarantee?

The guarantee covers the reparation time and/or the free replacement of parts, that are considered defect by our technicians AND where the defect is caused by material-, construction-, or manufacturing errors.  In order to qualify for this guarantee you will need at all times your proof of purchase.  


1ste 6 months vs after :

When a dealer is confronted with a defective device, he is held by law to repair or exchange the appliance  without expenses., only if the consumer appeals to him/her in the first 6 months after delivery/purchase. In that case the dealer is only obliged to repair/replace the device if he cannot proof that the defect is due to improper use, misuse, not following guidelines,… claim,…      

 

As from the 7th month after delivery to the consumer this changes.  If the consumer then returns his appliance the consumer needs to prove that the defect was already there from the  delivery/purchase, he can no longer automatically be held to a repair/replacement without charges.  It is up to the consumer to proof that the defect already existed at the time he received the appliance.  In reality this is not so simple.  Especially because the consumer has used the device during 6 months without any issues . If the consumer cannot deliver proof of this defect since delivery, the dealer is no longer obliged to repair or replace the defective device without expenses. In that case, he can charge the customer with repair costs.  

I bought my product in the Benelux, but I now live in a foreign country and do not find a FRITEL dealer?

You can always send your device at your own expenses to van Ratingen Ltd, Stadsheide 13, 3500 Hasselt, Belgium and we will gladly check the device for you.   

*If it is still under guarantee (date of your proof of purchase counts), than we will repair the device without expenses.  We will advise you as soon as the device is ready for pickup. 

*If the guarantee is no longer valid, we will make you an estimation of the repair costs, if wanted with transport costs included for a return shipment.  And after approval AND payment, we will repair (and/or) ship the device back to you. 

I’m looking for a guideline/manual?

On our website www.fritel.com you can easily find your user manual/guidelines for your appliance. You will find them: 

*On the homepage you will find a button “spare parts” 

OR *On the homepage under the button “Downloads’

OR on the page of the product concerned under tab “downloads’

I’m looking for a spare part or an accessory?

On our website www.fritel.com you can easily check which parts and accessories are available for your appliance. You will also find the prices of the spare parts and accessories. 

*On the homepage you will find a button “spare parts” 

OR *On the homepage under the button “Downloads’

OR *Under Service and reparations

OR on the page of the product concerned under tab “downloads’

Look at the list and check which spare part you need and mention the correct article number in your mail to info@fritel.com. Please keep in mind that - in addition on the spare part prices - we will calculate transport costs.  

Next, we will send you an offer with the total costs and an electronical paylink. As soon as we receive a payment confirmation, your order of spare part(s) and/or accessories will be prepared/send.    

Where can I buy spare parts/accessories?

You can buy spare parts or accessories  via your FRITEL dealer/store or spare part centers of directly via  info@fritel.com. Please take into account that we always add transport costs. We will send the spare parts as soon as we have received a payment confirmation.   

I’m looking for a FRITEL distribution point in my neighbourhood.

The ‘Shop Finder’ on the FRITEL-homepage will give you the FRITEL distribution points nearby once you have entered your zip code. Only for Belgium, Netherlands, Luxemburg, Germany)

How much guarantee do I have on my FRITEL appliance?

All FRITEL appliances fall within the legal warranty period of 2 years.    

For all fryers in our standard Starter, Family and Chef assortment, you will have the possibility to extend the guarantee of your device to 10 years FOR FREE, within a period of 45 days as of date of purchase!  

How? Click on the button ‘Extend your warranty here’ on the homepage of our website www.fritel.com  

Does my appliance qualify for an extended guarantee?

There are different ways to see if your appliance qualifies.

*A label on the device with 5 or 10 years.   

OR on the list under the button ‘extend your guarantee here’

OR on the list of the devices under the tab “‘specifications’

What is covered by an extended commercial guarantee?

The guarantee covers the repair time and/or the free replacement of spare parts, that are considered defect by our technicians AND where the defect is caused by material-, construction-, or manufacturing errors. 

*Your fryer has been purchased before 01.01.2016 

In that case you will only need your proof of purchase 

*Your frying device was purchased on 01.01.2016 or later.  

In that case, you will need the guarantee certificate after the legal guarantee period of 2 years, which we have send to you after you extended your guarantee on our website.  Please note that the extension has to be done shortly (within 45 days after purchase) after the purchase 

What is not covered under guarantee?

Professional use, improper use, claim, wrong use, not following the user guidelines, a second hand appliance, an appliance which has been opened or modified by an unqualified third party, normal  wear.  Also, if you do no longer dispose of the proof of purchase your appliance cannot be repaired under guarantee .

Where can I find recipes?

You will find all kinds of recipes on our homepage.