Warranty
Last updated: July 2026
1. What this page covers
This page explains the guarantee that applies to products bought from Nexam, what it covers, how long it lasts and how to make a claim. It summarises Articles 12 to 14 of our Terms of Sale in plain language. Where this summary and the Terms of Sale differ, the Terms of Sale apply.
2. The 24-month cover is your legal right, not an extra
When we state a 24-month guarantee on this site, we are referring to the legal guarantee of conformity provided by law — not to an additional commercial warranty offered by Nexam. We say this plainly because it matters: this protection is owed to you by law, in every EU country we sell to. It is not a benefit we grant, and it cannot be reduced by anything we write. Nexam does not currently offer a separate commercial warranty. If we ever do, it will be provided as a distinct written document setting out the guarantor, territorial scope, duration, coverage, exclusions and claims procedure — and it will be additional to your statutory rights, never a replacement for them.
3. What the legal guarantee covers
As the seller, Nexam is responsible for delivering goods that conform to the contract. A product conforms when it matches its description, is fit for its normal purpose, and has the qualities you can reasonably expect. For consumers resident in France, a new product is covered for two years from delivery. A lack of conformity that appears during that period is presumed to have existed at delivery, subject to the conditions provided by law. In practice, this means you do not have to prove the fault was there from the start. Consumers resident in other countries benefit from the mandatory legal guarantee provided by the law of their own country of residence.
4. What you can ask for
Where the legal guarantee applies, you may request repair or replacement. We may propose the alternative remedy only where the one you chose is impossible or would impose disproportionate costs. The remedy must be provided free of charge, without major inconvenience to you, and within the time required by applicable law. If repair or replacement is refused, impossible, excessively delayed, or unsuccessful in the circumstances defined by law, you may be entitled to a price reduction or to cancel the contract and obtain a refund. Under French law, a repair carried out under the legal guarantee may extend the guarantee period, and a replacement may start a new guarantee period.
5. Hidden defects
Separately from the guarantee of conformity, you may also rely on the legal protection against hidden defects, and on any other mandatory guarantee available under the law of your country. For consumers resident in France, this applies where a hidden defect existing at the time of sale makes the product unfit for its intended purpose or substantially reduces its usefulness. Subject to the conditions set by law, you may seek cancellation of the sale or a reduction in price. Nothing on this page or in our Terms excludes or limits a statutory guarantee or remedy that cannot lawfully be excluded.
6. How to make a claim
Write to support@nexamclean.com with your order number, a description of the problem and, where possible, a photograph or short video showing it. We will acknowledge your claim, tell you what happens next and confirm any return arrangements before you send anything back. You do not need to pay to exercise the legal guarantee. We will not ask you to pursue the manufacturer instead of us. As the seller, we remain your point of contact. Our support hours are Monday to Friday, 9:00–18:00 Paris time.
7. What is not covered
The legal guarantee covers a lack of conformity — it is not an all-risk cover. It does not apply to normal wear of consumable parts such as filters and brush rollers, to damage caused by accident, misuse, unauthorised modification or repair, or to faults arising from use that does not follow the instructions supplied with the product. Battery capacity decreases gradually with normal use. A gradual reduction consistent with normal ageing is not in itself a lack of conformity; a sudden or abnormal loss of capacity may be. Where a claim falls outside the legal guarantee, we will say so clearly and explain why.
8. This is separate from the 30-day home trial
The 30-day home trial is a commercial commitment made by Nexam: it lets you return the product because it does not suit you, not because it is faulty. Its conditions are set out in our Delivery & Returns policy. The legal guarantee described on this page is different. It applies to faults and lack of conformity, it lasts far longer, and it exists independently of the trial period — including after the 30 days have passed.
9. Contact
Questions about this page or about a claim: support@nexamclean.com Nexam is a trading name of RBC Group LLC.