Polti Repairs Service
If our team is unable to resolve your issue through troubleshooting alone, we may need to collect your item to have it repaired by one of our Polti-approved engineers. Under the Polti Manufacturer’s Warranty (see terms and conditions here), this service will be provided free of charge. If the item is not covered by the Warranty for any reason, this service will be subject to a charge payable in full before the item will be collected from you.
Can all Polti items be repaired?
We aim to repair all of our products however, some of our older items are fitted with parts that we no longer produce and therefore cannot be repaired. Our Customer Service team will be able to let you know if the item you have is one that is eligible for the Repair Service.
How the Repairs Service works
If you decide to proceed with a repair, you will need to ensure the item is empty of water and packaged securely into a cardboard box. You won’t need to include any accessories (unless they are part of the fault), however for cylinder steam cleaners we do require the hose to be included.
The Polti Customer Service team will arrange for a courier to collect the item from you and take it to one of our UK and Ireland based repair centres. Once there, our engineers will test the item and carry out any repairs needed.
Once the repairs have been done, they will retest the machine before shipping it back to you. Turnaround times for repairs can vary from case to case, depending on the availability of spare parts and the repair required. Once the repair is complete, the item will be returned to you and any parts that have been repaired or replaced are covered under warranty for 6 months.
What happens if my item cannot be repaired?
In the unlikely event that your item cannot be repaired and is still under Polti Manufacturer’s Warranty, we will provide a replacement item from our “Graded” stock. This item will be covered for the remainder of your original Warranty period (See our Warranty page for full details).
If you have paid for the Repair Service and the item cannot be repaired, we offer one of the following options:
- A replacement item from our “Graded” stock, which comes with a 6 month warranty at no extra cost.
- Credit of the full fee paid for the Repair Service against any new item on polti.co.uk.
- A partial refund of the fee paid for the Repair Service.
Our “Graded” stock is anything that cannot be considered brand new, such as ex-display samples, box-damaged items, or refurbished items. They may occasionally have some cosmetic damage, but will have been checked for functionality before being sold as Graded stock.
How do I book a repair?
In order to book a repair, please speak to a member of our Customer Service team by one of the following methods:
- Phone: Call us on 0161 813 2765. Our lines are open Monday – Friday from 9:00 – 16:30
- Email: Send an email to enquiries.uk@polti.co.uk. We aim to reply within 1 working day.
- Web: Submit a ticket on https://www.polti.co.uk/client-service/contact-us
Please ensure that you have your item serial number and proof of purchase available when you contact us. This will ensure we can handle you query as quickly as possible.