Customer Corner
Store in Saudia
+1 246-345-0695
At Thomas, we strive to ensure customer satisfaction with every purchase. Vacuum cleaners purchased from Thomas Middle East in the UAE are eligible for a full refund under the following conditions:
- Eligibility: Returns must be requested within 14 days of purchase, with the product in its original condition, including all accessories and packaging.
- Non-Returnable Items: Opened consumable parts (filters, brushes), damaged products due to misuse, or items without proof of purchase are not eligible for return.
- Return Process: Contact our customer service through a contact form on our contact page with your receipt and reason for return. Customers are responsible for return shipping unless it’s due to a defect.
- Refunds & Exchanges: Refunds are processed within 14 days after inspection, or you can opt for an exchange of equal or higher value.
- Damaged or Defective Products: Report defects within 48 hours for a free return and replacement.
- Shipping: customers are responsible for the cost of return shipping. However, if the return is due to a defect in materials or workmanship, Thomas will cover the return shipping costs.
What happens next?
Once the returned vacuum cleaner is received and inspected, Thomas will process the refund or offer an alternative replacement, if the customer prefers. Refunds will be issued to the original method of payment within fourteen (14) days of receiving the returned product.
Please refer to the Return Policy for further information.
At Thomas, we take pride in the exceptional quality and durability of every vacuum cleaner we produce. Each product is rigorously tested to meet the highest industry standards, ensuring reliable performance for years to come. However, should you require any assistance, our authorised service centres are equipped to handle all repair needs with genuine parts and expert care. You can book a service visit with us by getting in touch with us via our Contact page.
- Coverage: This 2-year warranty applies to Thomas vacuum cleaners, covering manufacturing defects under normal use.
- Exclusions: Damage from misuse, unauthorised repairs, consumables (filters, bags), and normal wear and tear are not covered.
- Services: Defects reported within the warranty period will be repaired or replaced at no cost. Out-of-warranty repairs will be charged to the customer.
- How to Claim: Contact our service centre with proof of purchase and a description of the issue.
- Locations: Warranty services available in Dubai, Abu Dhabi, and Al Ain.
Enquiry Form
Warranty for Vacuum Cleaners
This warranty policy applies to all vacuum cleaners sold in the United Arab Emirates by Prospex Trading Co. L.L.C. and covers any manufacturing defects in materials and workmanship under normal use during the warranty period.
The warranty period for vacuum cleaners is two (2) years from the date of purchase. The date of purchase is indicated on the purchase receipt provided by Prospex Trading Co. L.L.C. or an authorised retailer of Thomas vacuum cleaners in the GCC and Egypt.
Within the warranty period we will rectify all substantial, verifiable functional inadequacies due to faulty design or material defects by either repairing the defective parts or replacing them at our discretion; the exchanged parts then become the property of Prospex Trading Co. L.L.C.
The warranty does not extend to broken parts such as glass, plastic, lights, power cord, filters, hoses, nozzles, pipes.
Batteries and rechargeable batteries that are faulty or have a shortened service life due to normal wear, ageing or improper handling, are not covered by the warranty either.
Defects must be reported to us immediately upon detection within the warranty period.
During the warranty period, the cost of labour and of spare parts needed to rectify the malfunctions will not be billed.
In the case of out of warranty claims , the costs incurred will be charged to the customer. All appliances must be sent to our nearest customer service centre, authorised repair shop or to the factory for the repair.
This warranty does not cover:
- Damage caused by misuse, abuse, or improper handling
- Damage resulting from unauthorised modifications or repairs
- Consumable parts such as filters, brushes, and bags, unless failure has occurred due to a defect in materials or workmanship
- Normal wear and tear
If a defect arises and a valid claim is received within the warranty period, Prospex Trading Co. L.L.C. will, at its option, either:
- Repair the defect at no charge, using new or refurbished replacement parts
- Replace the product with a new or refurbished product of equal or greater functionality
To obtain warranty service, the customer must:
- Contact Thomas Service Centre at:
BetterHome Electronics Company LLC Tel: +971 50 250 7392, +971 58 599 8122 customercare@betterhomecoae.com romel@betterhomecoae.com
- Provide proof of purchase (original receipt or invoice)
- Provide a description of the defect or problem
Warranty services can be obtained at authorised service centres throughout the UAE:
- Dubai & northern Emirates: Force Energy Technical Services Co LLC – Warehouse 1, Al Arif warehouse Ras Al Khor Industrial 2, Dubai UAE.
- Abu Dhabi & Al Ain: BetterHome Electronics Co LLC- Shop 5, M38 Musaffah Abu Dhabi UAE.
Customers must use the vacuum cleaner in accordance with the user manual and other provided instructions. Failure to do so may void the warranty.
Customers must retain the purchase receipt or invoice as proof of the date of purchase. This proof is required for warranty service.
If the vacuum cleaner needs to be shipped to an authorised service centre, the customer is responsible for the shipping costs. If the product is found to be defective and covered under manufacturing warranty, Prospex Trading Co. L.L.C. will cover the return shipping costs.
To the maximum extent permitted by applicable law, Prospex Trading Co. L.L.C. shall not be liable for any incidental, indirect, or consequential damages, including but not limited to lost profits, business interruption, or loss of use, arising out of or related to the use or inability to use the product, even if Prospex Trading Co. L.L.C. has been advised of the possibility of such damages.
This warranty gives you specific legal rights, and you may also have other rights which vary from emirate to emirate. This warranty does not affect your statutory rights under UAE consumer protection laws.
Returns
- The return request is made within fourteen (14) days from the date of purchase.
- The vacuum cleaner is in its original condition, with all accessories, manuals, and packaging intact.
- Contact Thomas customer service [Iink to email]
- Provide proof of purchase (original receipt or invoice)
- Provide a reason for the return
Contact Details
+1 246-345-0695
Return And Policy
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