Your legal rights
Everything you buy from us must match what you can reasonably expect. If it is not, you have rights under consumer law. These rights always apply. Nothing on this page limits them.
Manufacturer’s warranty
On top of your legal rights, the manufacturer gives a warranty:
| Brand | Manufacturer’s warranty |
|---|---|
| Powermatic / Zorr | 1 year or 10,000 cigarettes, whichever comes first |
| Hawkmatic | 2 years or 20,000 cigarettes, whichever comes first |
Has the manufacturer’s warranty expired, but something still seems wrong? Contact us anyway. We look at every report on its merits.
What happens when you report a fault
- You report it in your account.
- We assess it within one working day.
- If there is a fault, we send you a free return label.
- We offer repair or replacement — you tell us which you prefer.
- If neither can be done within a reasonable time, or doing so would cause you significant inconvenience, you are entitled to a price reduction or a refund.
What isn’t covered
- Normal wear of consumable parts: the filling tube rubbers, the filling needle and the drive belt. You can order these separately.
- Damage from dropping, moisture, connecting to the wrong voltage, or cleaning with unsuitable products.
- Faults caused by tobacco that isn’t suitable for the machine — cut too coarse, or too damp. Our help pages explain how to avoid this.
If we turn down a report on one of these grounds, we tell you why and send photos of what we found. You can always contest our decision.
Service and repairs outside warranty
We can still service or repair your machine. Our standard service — cleaning, inspection and adjustment — is €69. Anything beyond that, we quote you a price first and you decide before we start.
Your rights by country
The legal guarantee works slightly differently depending on where you live. The manufacturer’s warranty above is always in addition to it.
Belgium, France, Poland — For the full 2-year legal guarantee, a defect is presumed to have existed at delivery unless we show otherwise.
Spain — Your legal guarantee lasts 3 years from delivery, and for the first 2 years a defect is presumed to have existed at delivery.
Netherlands, Germany, Austria, Luxembourg, Ireland — For the first 12 months a defect is presumed to have existed at delivery. After that we may ask you to show the fault was present when the product was delivered — but we assess every report on its merits.
United Kingdom and Ireland — If a fault appears within 30 days of delivery, you can reject the goods for a full refund. After that we get one chance to repair or replace; if that fails, you can reject for a refund. In the UK a fault is presumed to have been present at delivery for the first 6 months.
Other EU countries — At least the 2-year legal guarantee applies. Contact us and we assess your report under the rules of your country.