Warranty Terms
Dyson warranty: terms and conditions.
2-year warranty | 5-year warranty |
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What are the terms and conditions of the warranty?
The terms and conditions of a Dyson warranty are as follows:
The warranty becomes effective at the date of purchase (or the date of delivery if this is later).
You must provide proof of delivery / purchase before any work can be carried out on your machine under the warranty. Please note that without this proof any work carried out will be chargeable. Please keep your purchase receipt or delivery note.
All work will be carried out by Dyson or its authorized agents.
Any parts which are replaced will become the property of Dyson.
The repair or replacement of your machine under warranty will not extend or renew the period of the warranty.
The warranty is only applicable to Dyson machines purchased and used within the Hong Kong SAR or Macau SAR. (The warranty will not be applied if the machine is not purchased from a local retailer and not imported to Hong Kong SAR or Macau SAR by Dyson HK Limited or its authorized distributors.).
The Dyson warranty does not affect the warranty obligations of the seller (which may or may not be Dyson) arising from the purchase agreement with the end consumer. You can call us free on HK: (+852) 3065 9666 OR Macau: (+853) 6825 8567 (Service hours: Monday to Saturday: 9:00 am – 9:00 pm; Sunday & public holidays: 9:00 am – 7:00 pm)
What does a Dyson warranty cover?
A Dyson warranty covers the repair or replacement (at Dyson's sole discretion) of your Dyson machine if it is found to be defective due to faulty materials or workmanship within the warranty period.
If any part is no longer available (e.g. particular colour variations), Dyson will replace it with a functional replacement part.
What isn't covered by a Dyson warranty?
Dyson machines are engineered and constructed for continual high performance in normal domestic settings. If a Dyson machine is used in the way it's intended and it breaks down within the warranty period, it's our responsibility to repair or replace it.
There are, however, some circumstances in which a Dyson warranty doesn't cover the repair or replacement of a machine. These aren't hidden in the small print. Here's what isn't covered:
- Normal wear and tear, including parts that might wear out over time (e.g. fuse, belt, brush bar, batteries, filters etc.).
- Accidental damage
- Damage because of use not in accordance with the rating plate. Damage caused by not carrying out the recommended appliance maintenance.
- Removal of blockages. If your machine becomes blocked, please refer to the Dyson Operating Manual for details of how to unblock it.
- Damage from external sources such as transit, weather, electrical outages or power surges.
- Failures caused by circumstances outside of Dyson’s control.
- Faults caused by:
- Negligent use, misuse, neglect or careless operation of the machine.
- Use of the machine which is not in accordance with the Dyson Operating Manual.
- Use of a Dyson machine for anything other than normal domestic household purposes.
- Use of parts not assembled or installed in accordance with the instructions of Dyson.
- Use of parts and accessories which are not Dyson Genuine Components.
- Faulty assembly or installation (except were carried out by Dyson).
- Repairs or alterations carried out by parties other than Dyson or its authorized agents.
If you have any questions about what a Dyson warranty covers, we'll be happy to help. You can call us free on HK: (+852) 3065 9666 OR Macau: (+853) 6825 8567 (Service hours: Monday to Saturday: 9:00 am – 9:00 pm; Sunday & public holidays: 9:00 am – 7:00 pm)
Dyson reserves the right to amend the terms and conditions within the warranty period without notice, please visit our website for any details of warranty terms and conditions.
This terms and conditions only apply to consumer machines. For B2B Products, the warranty terms of the sale or purchase agreement apply.
Dyson Cleaning and Maintenance Services
We recommend that you regularly clean your product according to the instructions in the product manual, This will optimize its performance and durability. Of course, you can also choose to have Dyson provide cleaning and maintenance services for you.
In addition to repairs, if your product is not faulty, Dyson also offers the following cleaning and maintenance services:
Service Provided | Cleaning Scope |
Wireless Vacuum Cleaner Cleaning, and Maintenance Services | Main unit, cyclone, dustbin, battery, filter, wand, cleaning head and charger |
Fan, Heater, and Air Purifier Cleaning and Maintenance Services | Fan loop, main unit and fan motor |
Hair Care Product Cleaning and Maintenance Services | Main Unit, main motor and filter |
Service fee: $450
Note:
- Some stubborn stains and smell may not be completely cleaned. In such cases, we may, at our discretion and without additional charges, consider replacing some parts, but the final decision to replace rests with Dyson. If you insist on requesting part replacements, additional charges may apply.
- Cleaning and maintenance services do not include repairs for existing cosmetic issues such as scratches or wear and tear.
- Cleaning and maintenance services are separate from product repair/warranty services. If any defects are discovered during the cleaning and maintenance process, the warranty terms and conditions mentioned in the previous sections will apply, depending on the specific circumstances. The fees for cleaning, disinfection and maintenance services are calculated and charged separately from repair costs.
- The pricing for cleaning and maintenance services is in Hong Kong dollars (HKD) and includes taxes. It is applicable only to the Dyson products purchased in Hong Kong and Macau regions (excluding mainland China) and does not apply to products purchased or procured outside Hong Kong and Macau regions (including mainland China) or overseas products purchased within Hong Kong and Macau regions.
Dyson Extended Warranty – Terms & Conditions
The Dyson Extended Warranty is provided by Dyson (Hong Kong) Limited (“Dyson”) and applies to genuine Dyson products purchased from authorized retail channels in Hong Kong and Macau. By purchasing or registering for this Extended Warranty Service, you agree to and accept these terms and conditions.
The Extended Warranty can be purchased at any time from the actual purchase date of the product up to the expiry of the original warranty period. Fees paid for the Extended Warranty are non-refundable.
The Extended Warranty will automatically take effect on the day following the expiry of your original Dyson product manufacturer’s warranty and will remain valid for the relevant extended warranty period.
During the Extended Warranty period, if the product develops a mechanical or electrical fault or defect under normal personal or household use, as described in the Dyson User Manual, free repair service will be provided.
Except for the applicable period, the terms and conditions governing the Extended Warranty Service shall be subject to Dyson's original manufacturer's warranty terms and conditions.
Please keep your purchase receipt and documents related to the Extended Warranty (such as proof of purchase and the warranty certificate) as these will be required when applying for a warranty service in the future. When applying for the Extended Warranty, you must also provide the complete product serial number label. If the product serial number label is damaged or missing, you will not be eligible for the Extended Warranty Service, and any fees paid for the Extended Warranty will not be refunded.
Dyson reserves the right to amend these terms at any time. The latest version published on our website shall prevail. Rights purchased prior to any changes to the terms will not be affected.
If you have any questions about your Dyson warranty, we are happy to assist. Please call our service hotline: Hong Kong: (+852) 3065 9666; Macau: (+853) 6825 8567 (Service hours: Monday to Saturday: 9:00 am – 9:00 pm; Sunday & public holidays: 9:00 am – 7:00 pm)
Repair Terms and Conditions
- The repair request form should be kept as proof for collection of products. In the case of loss of repair request form and products being taken by others, Owner Centre shall not be held responsible. If no original repair request form is provided, Owner Centre shall have the right to refuse to return the products.
- Customers shall collect their product(s) within three months after receipt of pickup notification from the Owner Centre. Owner Centre shall not be responsible for any damage or loss to such product. If the product is not collected within three months by the customer, Owner Centre shall have the right to disposal of the product at its own discretion without any prior notice and any compensation.
- The Owner Centre shall not be responsible for any delay caused by the failure of communication with customers. Customers are advised to provide the Owner Centre with a valid contact number or email address. If customers do not receive any pick-up notification within one week after the product drop-off, please contact our service hotline.
- The Owner Centre shall have the right to reject any request for a written or verbal report in relation to the repair services or the defects of the products.
- Customers need to bring the product to the Owner Centre or designated collection point and pick up the product from the Owner Centre or designated collection point after repair completion or replacement. (Depending on each case).
- If any part is no longer available (e.g. particular colour variations), Dyson will replace it with a functional replacement part. Owner Centre will retain the replaced part or product that is exchanged as its property, and the replacement part will become your property. If a replaced part is required to be returned, you agree to pay Owner Centre the additional cost of the replacement item and notify the Owner Centre prior to repair.
- All accessories not stated in this Service Request Order shall not be sent along with the main unit to the Owner Centre. Owner Centre has no obligation to store, maintain or return to the customer any accessories not stated in this Service Request Order.
- Upon the signature on this Service Request Order, customers agree the record of cosmetics conditions. However, Owner Centre does not guarantee the cosmetics condition can be kept the same at the time of return after repair. Owner Centre shall do due diligently to avoid such an incident.
- To the maximum extent permitted by law, Owner Centre will under no circumstances be liable for any special, indirect, incidental or consequential damages resulting from the services provided. Owner Centre’s liability for any and all damage shall in no event exceed the payments received by Owner Centre for services provided. The remedies set forth shall be customers’ sole and exclusive remedies for any breach by Owner Centre under these terms and conditions.
Out of warranty repair
- Repair costs depend on product conditions and warranty status. If the defective machine is out of warranty scope or period, you need to pay for the repair charges. But not all problems can be repaired. If your product is severely damaged or has been damaged or malfunctioned due to unauthorized modifications or repairs or replacements, we may not be able to provide repair service even if the product is within the warranty period.
- The out-of-warranty repair charge is composed of labor cost and parts cost. The labor cost is HK450 per unit. This cost includes the inspection fee of HK280. In addition, the parts cost is calculated according to the actual parts required in the repair. The official quotation will be sent by our Owner Centre via SMS or email.
- Customers shall pay an inspection fee of HK280 before any repair quotation. (this fee will not be refunded), and the out-of-warranty repair quotation is valid for 7 working days. If the repair charge is not received within the validity period, a new quotation is required.
- We will provide a 3-month free warranty service for the replaced parts for the repaired product (limited to the same fault and non-human fault). This warranty is exclusive and in lieu of all other warranties, remedies, and conditions, whether oral or written, express or implied.
- For products with invisible defects, if customers request for return of their products after inspection and a repair quotation is delivered, Owner Centre may not be able to restore the products back to the original defective status (including but not limited to product frame, function and original defects).
- Customer shall collect the product if the quotation is not accepted. If the repair confirmation is not received 7 working days after the quotation, we will transfer the product to the warehouse. Please contact the service hotline 7 working days in advance for product pick up arrangement.
- All the repair charges are calculated in Hong Kong dollars and are only applicable to Hong Kong SAR or Macau SAR, and do not apply to products purchased outside Hong Kong SAR or Macau SAR, or non-official products (i.e. parallel imports).
Pick-up and Delivery Service
- The “Pick-up and Delivery Service” charge is HK210 per unit, which includes i) pick-up; and ii) delivery service (collectively referred to as "Pick-up and Delivery Service"). Customers can also choose for one-way service (pick-up or delivery) priced at HK105 per unit.
- Customers can call our service hotline to arrange the "Pick-up and Delivery Service". The Owner Centre/authorized courier service provider will notify the customer via SMS or call for pick-up and delivery arrangements. Subject to availabilities, this Pick-up and delivery Service will be arranged within the next one to two working days after the confirmation with customers depending on district.
- This "Pick-up and Delivery Service" is only applicable to Hong Kong Region (except all restricted areas).
- Customers must provide our service hotline with the product serial number. contact person's name, contact phone number, pick-up and delivery address for the purpose of "Pick-up and Delivery Service" arrangement. Customers within the warranty period must provide a copy of the purchase receipt or delivery note to our service hotline by email in advance to verify the warranty status. Never send the original copy together with the product. Owner Centre will not be responsible in case of any loss.
- If the defective machine is out of warranty scope or period, Dyson Owner Centre will contact the customer for a repair quotation.
- Please follow the instructions of the service hotline to send back the necessary products and accessories.