The conditions below describe the prerequisites and scope of our guarantee. They do not affect your statutory rights or the obligations of your retailer and your contract with them.
A. These terms and conditions
- What these terms cover. The terms below describe the prerequisites and scope of our guarantee. They do not affect your statutory rights or the obligations of your retailer and your contract with them, please see Section N.
- Why you should read them. Please read these terms carefully as they contain important information about your SharkNinja product guarantee. In particular, please read the guarantee exclusions in Section H.
- Consumer terms only. These terms and conditions only apply to consumers and do not apply if you are acting in the course of your business, trade or profession.
- Amendments to these terms. We amend these terms from time to time. Every time you make a purchase with us, please check the guarantee terms to ensure you understand the terms that apply at that time.
B. Information about us and how to contact us
- Who we are. We are SharkNinja Europe Limited, a company registered in England and Wales. Our company registration number is 08492819 and our registered office is at SharkNinja, 3150 Century Way, Thorpe Park, Leeds, LS15 8ZB. Our registered VAT number is 210 6248 590.
- How to make a claim:
- You can contact us by telephoning our customer service team at 0800 862 0453
- You can write to us at Customer Services, SharkNinja, 3150 Century Way, Thorpe Park, Leeds, LS15 8ZB.
- Use our online portal:
- Shark: Click HERE to submit a claim
- How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provide to us when making your claim.
C. Shark Guarantees
A household appliance like a vacuum cleaner constitutes a sizeable investment. Your new product needs to work properly for as long as possible. The guarantee it comes with is an important consideration — and reflects how much confidence the manufacturer has in its product and manufacturing quality.
Every Shark product comes with a free parts and labour guarantee, provided you buy it from us directly via www.sharkclean.co.uk or through a reseller authorised to sell that product. Please note a product bought from anywhere else will not benefit from this guarantee. This does not affect your statutory rights.
You can also find online support by visiting the Customer Support section on our website.
D. Registration
In order to benefit from our extended guarantee (see F for more information on the duration), you will need to register your product within 28 days of purchase when purchased from a retailer; please see below for more information. Click here to register your guarantee*. If you have purchased directly from SharkClean UK, your guarantee is automatically registered for you.
You will still benefit from a 12-month initial guarantee without registration. Failure to register a product from a retailer will lead to a guarantee claim outside of the 12-month initial guarantee being rejected.
Please note that refurbished units have a 1 year guarantee.
E. guarantee Replacement
Should you wish to claim under your guarantee following registration, there is a set process that we follow to support you during your troubleshooting experience:
- You should provide us with your proof of purchase issued by the original retailer, unless purchased direct from SharkNinja Europe Ltd.
- We will complete an online or phone troubleshooting session with you to identify whether there is a fault and if we deem that there is a manufacturing failure. We will determine the best possible solution to resolve your issue.
- After or during the troubleshooting session, we will let you know if we can repair the product or if we will replace it without attempting to repair it. As an ethical trader, we always try to repair your unit in the first instance.
- If we require you to return your unit to us for repair or assessment, we will send you a free of charge returns label for you to post the item back to us via one of our Pick-Up Shops. As stated in our returns policy, the item will need to be boxed, when you take it to the Please be aware that this does not need to be the original packaging.
- In the event we identify a manufacturing failure, we will offer you a replacement unit. If not already received, we will need you to send the faulty product back to us for inspection and verification of the fault. Once processed, the replacement product will be automatically released.
- Please note if during our inspection we discover that product damage falls into one of our exclusions (including consumer misuse) and is therefore not covered by this guarantee (see section H for more detail), we will contact you to let you know.
- As a sustainable company committed to reducing waste, we may offer to repair the product for you if the damage falls outside of what is covered by this guarantee. However, this repair will be subject to a charge (we accept payment with Mastercard, Visa and American Express). We will inform you of the amount and will require your consent and payment before we commence the repair. If you do not wish to proceed with the repair, we will return the product to you free of charge or if you request, we will dispose of the product on your behalf.
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As New |
These are items where the product itself is new and does not display any detectable signs of use, exactly as you would expect it to be when it was opened for the very first time. Original outer protective wrapping may be missing, but the original packaging is intact and pristine. |
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A+ |
These are items where the product itself is as new and does not display any detectable signs of use, exactly as you would expect it to be when it was opened for the very first time. However, there may be superficial packaging damage or stickers on the box. |
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A |
These are items where the product itself is almost as new and may have been used once or twice. Expect minor cosmetic scuffs or scratches but nothing that would affect your use or enjoyment of the item. There may be superficial packaging damage or stickers on the box. |
Replacement unit standards:
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Grade |
Description |
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As New |
These are items where the product itself is as new and does not display any detectable signs of use, exactly as you would expect it to be when it was opened for the very first time. However, there may be superficial packaging damage or stickers on the box. |
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Grade A |
These are items where the product itself is almost as new and may have been used once or twice. Expect minor, light cosmetic scuffs, scratches, marks or dents but nothing that would affect your use or enjoyment of the item. There may be superficial packaging damage or stickers on the box. |
F. How long is the guarantee period?
All SharkClean main units have a 12-month guarantee, excluding parts and accessories.
Vacuum Cleaners (non handheld).
Our confidence in our design and quality control means that your new Shark vacuum cleaner is guaranteed for a total of 5 years.
Cordless Handheld Vacuum Cleaners
Our cordless handheld vacuum cleaner models are covered by a 12-month guarantee extendable to a total guarantee period of 2 years subject to registration.
Steam Mops
Our Steam Mops are covered by a 12-month guarantee, extendable to a total guarantee period of 2 years subject to registration.
G. Our right to refuse a guarantee claim
If you have purchased your product from a reseller who was not authorised to sell the product, then the product will not benefit from this guarantee and we will refuse your guarantee claim. If you have purchased your product through one of our multi-pay special offer sites and the account is in arrears, the guarantee will be void until the account is brought up to date.
H. Exclusions
This product guarantee does not cover:
- repair or replacement due to wear and tear;
- damage, defects or changes to the product as a result of:
- accident or neglect;
- wilful damage;
- misuse, including failure to install or use the product for its normal purpose, or in accordance with the instructions provided;
- failure to store the product in accordance with the instructions provided;
- failure to care for, or maintain, the product in accordance with the instructions provided;
- excessive heat, power surges, excess or incorrect power supply or input voltage, or use of the product in abnormal working conditions;
- alteration, repair or attempted repair of the product by anyone who is not one of our authorised repairers.
This will include any parts or main units that may need replacing under the guarantee terms and conditions.
I. What happens when my guarantee runs out?
Shark does not design products to last for a limited time. We do appreciate that there may be a desire for our customers to want to repair their vacuum cleaners after the guarantee has elapsed. In this case please contact our free phone customer service help line and ask about our out of guarantee program, on 0800 862 0453.
J. Repairing the products
- We are not responsible for your vacuum cleaner until we have actually received it, so you may want to arrange insurance for loss or damage while it is in transit.
- If we are not able to carry out a repair. If at any point after we have begun the repair, we find that we are not able to carry out the repair, we will contact you to let you know and will refund you any amount paid.
- Time for repair. We aim to carry out all repairs, or to conclude that the repair cannot be carried out, within 3 - 5 business days of receiving the vacuum cleaner. If this is not possible, we will contact you to let you know.
- Returning the product to you. Repaired products (or products which cannot be repaired) will be returned to you by our standard delivery service. Tabletop vacuums are generally delivered by post. Other vacuums are generally delivered by a third-party courier service. We will notify you which delivery method we will use, and when to expect your vacuum cleaner.
- Delivery cost. We will pay the cost of delivery.
- Delivery problems. If you experience any problems with a re-delivery, please contact us by telephone on 0800 862 0453 or through our website at sharkclean.co.uk/customer-care.
- We are not responsible for delays outside our control. If delivery of the product is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event.
K. Our repaired product manufacturer’s guarantee for the products
- Our manufacturer’s guarantee.
- Geographical scope. The repaired product guarantee applies to products repaired for customers located in Great Britain and Northern Ireland.
- Duration. We guarantee the repaired product for the remaining time under the existing product guarantee. For example, if you make a guarantee claim for a registered vacuum cleaner in the second year of the guarantee, the repaired product will have a remaining 3 years left of the guarantee. (Please note there may be some exemptions to this applicable to certain parts e.g. batteries, please refer to your original guarantee document).
- How to make a claim under the repaired product manufacturer’s guarantee. In the event of a fault occurring, you should call our Customer Services Helpline on 0800 862 0453 and follow the usual guarantee claims process described above.
L. Our responsibility for loss or damage suffered by you
- We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.
- We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the goods.
- We are not liable for business losses. We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
M. How we may use your personal information
We will only use your personal information as set out in our [https://sharkclean.co.uk/privacy-and-cookie-policy/].
N. Other important terms
- We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
- Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
- If a court finds part of this contract illegal, the rest will continue in force. Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
- Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
- Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the Services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the Services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the Services in either the Northern Irish or the English courts.
- Your statutory rights. This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
- a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.
- b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
- c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.