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Customer Care Warranties & Returns

Warranty Terms & Conditions

Warranty Terms & Conditions

The conditions below describe the prerequisites and scope of our warranty. They do not affect your statutory rights or the obligations of your retailer and your contract with them.

Shark Guarantees

A household appliance like a vacuum cleaner constitutes a sizeable investment. Your new machine needs to work properly for as long as possible. The guarantee it comes with is an important consideration – and reflects how much confidence the manufacturer has in its product and manufacturing quality.

Every Shark machine comes with a free parts and labour guarantee.

You can also find online support by visiting our Customer Support section on our website.

 

How long are new Shark products guaranteed for?

How long are new Shark products guaranteed for?

All of our Shark Clean products have a 12 month warranty.

Vacuum Cleaners

Our confidence in our design and quality control means that your new Shark vacuum cleaner is guaranteed for a total of 5 years*.

*12 months plus an extended warranty period of 4 years, subject to registration within 28 days of purchase when purchased from a retailer.

Steam Mops

Our Steam Mops are covered by a 12 month guarantee, extendable to a total warranty period of 2 years (subject to registration).

Click here to register your warranty.

If you have purchased directly from Shark Clean UK, your warranty is automatically registered for you.

What are the benefits of registering my Shark guarantee?

What are the benefits of registering my Shark guarantee?

When you register your guarantee, we’ll have your details to hand if we ever need to get in touch. You can also receive tips and advice on how to get the best out of your Shark vacuum and hear the latest news about new Shark technology and launches.

If you register your guarantee online, you’ll get instant confirmation that we’ve received your details.

What is covered by the Shark guarantee?

What is covered by the Shark guarantee?

Repair or replacement of your Shark machine (at Shark’s discretion), including all parts and labour. A Shark guarantee is in addition to your legal rights as a consumer.

What is not covered by the Shark guarantee?

What is not covered by the Shark guarantee?

  • Blockages – For details of how to unblock your vacuum cleaner, please refer to the Operating Manual.
  • Normal wear and tear such as brush bar, fuse, belt, batteries etc.
  • Accidental damage, faults caused by negligent use or care, misuse, neglect, careless operation or handling of the vacuum cleaner which is not in accordance with the Shark Operating Manual supplied with your machine.
  • Use of the vacuum cleaner for anything other than normal domestic household purposes.
  • Use of parts not assembled or installed in accordance with the operating instructions.
  • Use of parts and accessories which are not Shark Genuine Components.
  • Faulty installation (except where installed by Shark).
  • Repairs or alterations carried out by parties other than Shark or its agents.
  • Products that have been purchased from a retailer we do not directly supply.

When should I register for my extended Shark guarantee?

When should I register for my extended Shark guarantee?

Purchased directly from Shark Clean UK

If you have purchased your Shark Product directly from our website, we have you covered.  Your product will automatically be registered for the full 5 years.

Purchased from a 3rd party retailer we supply

You can register your guarantee online within 28 days of purchase. To save time, you’ll need the following information about your machine:

IMPORTANT

  • Both the 12 months and the extended 4 years guarantee will only cover your product from the date of purchase.
  • Please keep your receipt at all times. Should you need to use your extended guarantee we will need your receipt to verify the information you have supplied to us is correct. The inability to produce a valid receipt may invalidate your guarantee.

If you have any concerns within the first 12 months of the guarantee period, please contact our Customer Service Team and we will go through troubleshooting and advise on the best course of action.

What happens when my guarantee runs out?

What happens when my guarantee runs out?

Shark do not design products to last for a limited time. We do appreciate that there may be a desire for our customers to want to repair their vacuum cleaners after the warranty has elapsed. In this case please contact our free phone customer service help line and ask about our out of warranty program, on 0800 093 0875.

Where can I buy genuine Shark spares and accessories?

Where can I buy genuine Shark spares and accessories?

Shark spares and accessories are developed by the same engineers who developed your Shark vacuum. You’ll find a full range of Shark accessories, spares and replacement parts for all Shark machines at www.sharkclean.eu/uk .

Please remember that using non-Shark spares invalidates your guarantee.

Our right to refuse a warranty claim

Our right to refuse a warranty claim

If you have purchased your product through one of our multi-pay special offer sites and the account is in arrears, the warranty will be void until the account is brought up to date.

This will include any parts or main units that may need replacing under the warranty terms and conditions.

Warranty Replacements

Warranty Replacements

If we need to replace a full unit within the warranty period, there is a set process that we follow.

Firstly we will need to complete troubleshooting with you and if we deem that the item has failed, we will send you a replacement part out.

If a replacement part would not resolve the issue, we will send you a returns label to return the item back to us free of charge.

We will order you a replacement unit and once the product that needs to be returned has been delivered to a local Pick-Up Shop, this will automatically release the replacement order we have on hold.  This item will then be delivered within 24 – 48 Business Hours.

As stated in our returns policy, the item will need to be boxed when you take it to the Pick-Up Shop.

 

Returns Policy

Returns

Returning Main Units

If you wish/need to return a main unit, we can provide you with a free of charge returns label. We will send you this via email and you will need to attach the label to the parcel and return the product to your nearest Pick-Up Shop.

The item must be placed in a box or the Pick-Up Shop will not accept the return.

You can find a list of your local Pick-Up Shop on the following link;

https://www.dpd.co.uk/apps/shopfinder/index.jsp

We also offer the opportunity to have the item collected from a property.

As this is outside of our normal returns policy, there will be a £15.00 collection fee which must be paid for when requesting a collection to take place. This includes collections that we arrange within the 30-day money back offer and for warranty replacements.

Returning Parts/Accessories

Parts and/or accessories should be returned at the Customers own expense to the below address:

Euro-Pro Europe Ltd.
Attention: Customer Services
15 Mariner Court
Calder Park
Wakefield

West Yorkshire
WF4 3FL

“Cooling off” period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel a contract to purchase a product or products from us at any time within the period commencing when the contract comes into force and ending 30 days after the day you received the product (if your contract is for a single product) or the day on which you received the last of the separate products ordered.

To cancel a contract in this way, you must contact us directly to give notice of your cancellation request. The easiest way to do this is to contact our Customer Service Team on 0800 093 0875.

If you cancel a contract on this basis, you must promptly return the products to us, in the same condition in which you received them.

If you cancel a contract on this basis, you will be refunded in full (including the cost of sending the products to you, up to the amount the consumer would have paid for the least expensive common and generally acceptable kind of delivery offered) once we have received the item back. However, you will be responsible for paying the cost of returning parts/accessories to us except that if you have returned the products to us because they are faulty or mis-described, we will refund the price of the products in full (including the cost of sending the products to you, up to the amount the consumer would have paid for the least expensive common and generally acceptable kind of delivery offered) together with any reasonable costs you incur in returning the products to us.

If you cancel a contract on this basis and you do not return the products to us, we may offer to recover the products and charge you for the costs we incur in doing so. Similarly, if you return the products at our expense, we may pass that expense on to you.

Refunds

Refunds

If you cancel a contract and are entitled to a refund, we will refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 30 days of:

(a) if you have received the product and we have not offered to collect it from you, the day we received the product or (if earlier) the day on which you supply evidence of having sent the product back to us; or

(b) if you have not received the product or you have received it and we have offered to collect it from you, the day you inform us of your decision to cancel the contract.

A refund will usually take 5 – 10 working days for the funds to be available in your account.  This depends on when your card provider processes the refund request.

If you have paid by PayPal, the funds typically arrive bank in your account on the same day.