Product Warranties & Technical Support

CleanSmart supports you before and after your purchase. This page explains in plain language the seller's statutory liability, additional manufacturer commercial guarantees and the process followed when a product needs to be inspected.

Statutory protection and a commercial guarantee are different. A commercial guarantee provides additional protection and cannot restrict rights that apply mandatorily under the law.

CleanSmart as the seller For a consumer purchase, you may contact CleanSmart where the product was defective or lacked the agreed or reasonably expected characteristics at delivery.

Standard 2-year period Rights arising from a lack of conformity in movable goods are generally time-barred two years after delivery. A three-year period now applies to certain repairs, as explained below.

Remedy at no cost Where the seller's statutory liability applies, conformity is restored without financial burden and without significant inconvenience to the consumer.

1. Seller's statutory liability and consumer rights

For a purchase made by a consumer, CleanSmart is liable, irrespective of fault, if the product did not conform to the contract at the time of delivery. This may apply, among other cases, where the product does not match the agreed description or characteristics, is not suitable for its ordinary or specifically agreed purpose, or does not possess the quality, functionality, durability and safety reasonably expected of goods of the same type.

The problem need not have been visible on the day of delivery. If it becomes apparent within one year of delivery, it is presumed to have existed at delivery unless that presumption is incompatible with the nature of the product or of the particular problem. The end of the first year does not extinguish the consumer's rights; only this specific presumption ceases to apply.

Repair or replacement

The consumer may choose repair or replacement. The selected remedy may be excluded only if it is impossible or, compared with the alternative, would impose disproportionate costs, taking into account the value of the product, the seriousness of the problem and whether the alternative can be completed without significant inconvenience.

Price reduction or termination

A price reduction or, where the lack of conformity is material, termination of the sales contract may be requested under the conditions set by law, including where restoration is impossible or is not completed properly and within a reasonable time, the problem reappears, is sufficiently serious, or becomes apparent within 30 days of delivery and is reported without culpable delay.

Termination due to a lack of conformity is different from the 14-day right to cancel a distance contract without giving a reason, which applies subject to its own statutory conditions. A claim for damages may also arise where the specific legal requirements are met.

Three-year period where repair is selected: for sales contracts concluded on or after 31 July 2026, where repair is selected as the remedy, the relevant rights concerning movable goods are time-barred three years after delivery. Before providing the remedy, the seller must inform the consumer of the right to choose between repair and replacement and of the three-year period linked to choosing repair.

2. Manufacturer commercial guarantees

A commercial guarantee is an additional, voluntary undertaking given by the seller or manufacturer offering it. It is binding on the guarantor under the terms of the guarantee statement and the associated advertising. Its duration, coverage, exclusions and activation procedure are determined by the relevant guarantor's terms and do not replace or restrict the seller's statutory liability.

Kärcher

Under the official warranty terms of Kärcher Greece, the commercial guarantee is structured as follows:

Home & Garden products purchased with a retail receipt for private use: 24 months.
Home & Garden products purchased with an invoice: Kärcher classifies them as being for professional use and provides a 12-month commercial guarantee.
Kärcher Professional products: 12 months.

View the official Kärcher Greece warranty terms

EGO Power+

EGO commercial guarantees vary by product, range and type of use. Where extended coverage is offered, the product must be registered in EGO's official system, usually through the EGO Connect app, within 30 days of purchase. Additional conditions or specific guarantee periods may apply to certain ranges or products.

View EGO guarantees and the EGO Connect process

Important distinction: a manufacturer's classification of a product as being for private or professional use concerns the terms of that manufacturer's commercial guarantee. It does not by itself determine whether a transaction is legally a consumer transaction or restrict any mandatory rights the buyer may have against CleanSmart as the seller.

Products from other manufacturers are covered by the commercial guarantee supplied with the product or published by the relevant guarantor. For clarification before purchase, please contact us and quote the product code.

3. How to submit a claim

Contact CleanSmart.
Provide the order number, product, serial number where present, a clear description of the problem and, where helpful, photographs or video.
Provide evidence of purchase.
You may use a receipt, invoice, order confirmation or other suitable evidence of the transaction. For a commercial guarantee, the particular document specified in the guarantor's terms may be required.
Follow the delivery or shipping instructions.
Do not send a product before contacting us. Batteries in particular must not be sent through a third-party carrier without prior instructions.
Technical inspection and written response.
Where inspection is needed, you will be informed whether the claim falls under CleanSmart's statutory liability, a commercial guarantee or a chargeable repair.

4. Technical inspection, transport and possible charges

Seller's statutory liability: where a lack of conformity for which CleanSmart is liable is established, conformity is restored without financial burden to the consumer and this includes the costs necessary to provide the remedy.
Commercial guarantee: the relevant guarantor's terms and procedure apply, including any specific transport provisions, without affecting rights arising from the seller's statutory liability.
Claim outside coverage: where a diagnostic, transport or repair charge may apply, the customer is clearly informed in advance. No chargeable diagnosis or work is carried out without prior acceptance of the relevant charge.

The product must be delivered or shipped in suitable and secure packaging, in accordance with the instructions provided by CleanSmart or the appropriate authorised technical support centre.

5. Cases that may not be covered

Not every failure constitutes a lack of conformity that existed at delivery, and not every failure is covered by a commercial guarantee. Depending on the actual cause and the relevant guarantor's terms, coverage may not include, for example:

normal wear and consumable components,
damage caused by accident, unsuitable storage, misuse or use contrary to the instructions,
insufficient or incorrect maintenance, unsuitable fuels, liquids, consumables or power supply,
intervention, modification or repair by an unauthorised person where it is causally connected with the failure,
damage caused by an external event occurring after delivery.

Each case is assessed individually on the basis of the actual technical findings. The examples above do not automatically exclude mandatory statutory rights.

Where installation formed part of the sales contract and was carried out by the seller, or where incorrect installation resulted from inadequate instructions supplied with the product, the resulting problem may constitute a lack of conformity and is not automatically attributable to the consumer.

6. Purchases for professional or business use

Specific consumer-protection rules apply to natural persons acting for purposes outside their trade, business, craft or profession. Those specific consumer provisions do not automatically apply to professional or business purchases, but this does not mean that a business buyer has no rights.

Rights and obligations in such transactions are governed by the Greek Civil Code, the particular contract and any applicable commercial guarantee. The issue of an invoice or the manufacturer's classification of the type of use may be relevant, but the legal character of the transaction depends on who the buyer is and the purpose for which that person is acting.

Do you need technical support?

customerservice@cleansmart.gr · +30 210 6646 518
Monday–Friday, 09:00–17:00

Submit a claim