Call Center
0374.49.49.49

A dedicated telephone line is available for you to quickly get in touch with a Homplex specialist, Monday to Friday between 9.00 and 18.00.

Before calling, check the FAQ section on the product page.

Fill in the form at the bottom of the page to be contacted by a specialist as soon as possible or use one of the solutions available on the contact page.

We are here to help you!

Fiecare produs beneficiază de garanție și service specifice, în funcție de tipul acestuia și destinație. Procedura de aducere a produsului în service (pentru produsele eligibile) poate fi diferită de la un produs la altul – mai jos un ghid   care să te ajute ca acest proces sa fie cat mai ușor posibil.Persoanele juridice, dar și anumite produse (precum cele industriale) beneficiază de alte condiții de garanție si service, acoperite de regulă, în cadru contractual.

How do you service a product?

Step 1:

Correctly identify your product model – technical specifications and therefore recommended solutions may differ depending on the model you own.

Step 2:

With the help of the user manual, check and apply, where appropriate, the solutions recommended in the chapter on troubleshooting technical situations. If these do not apply to you, or on the contrary, you do not find the situation you are facing, contact a Homplex specialist. Use the contact form or use the Call Centre to speak directly to a representative.

Step 3:

If you have chosen to contact a Homplex specialist, before contacting them, please have your sales receipt or invoice for the product you purchased ready – the Homplex specialist will ask for the date of purchase and location. You will also need to ensure that you are in possession of the appropriately completed warranty certificate (this will be completed by the partner shop at the time of purchase).

Step 4:

Inform the Homplex specialist of the situation you are experiencing – you will need to detail how the behaviour you are experiencing occurs, when the behaviour occurred and what steps you have taken to resolve the situation individually (e.g. replaced the alkaline batteries with new ones, resynchronised the room thermostat with its receiver etc.).
We understand that a technical situation may cause you inconvenience or discomfort, but the Homplex specialist will need a few details to understand what happened and then be able to help you.

Step 5:

If the technical situation could not be resolved through the phone call and the Homplex specialist has confirmed that the product needs to be physically checked, choose to send it to Service.
Prepare the parcel before calling the courier – put the product in its original packaging, together with all accessories. Fill in the service form available in the user manual (downloadable here) and put it in the box together with the purchase invoice or receipt and the warranty certificate. The documents must be original, completed and signed as required.

Step 6:

Once you’ve made sure you’ve packed the product properly and assigned the supporting documents, service form and accessories to the box, ask your Homplex specialist to call a courier to pick up the package – give them your full and correct address.
If you are from Bucharest or Ilfov, you can personally deliver the parcel directly to our service – the address is 1B Apusului, Logicor III Pallady building B, Sat Cățelu 077105, Comuna Glina, Ilfov, Romania.

What happens in the service?

Once in service, Homplex technicians will carefully check and test the product in order to identify the technical situation you mentioned and solve it. As a rule, this process takes between 24 – 48 hours (based on working days), but during busy periods, this time can be extended – you will be informed in good time as soon as the product is sent for service.

Once the product is brought into conformity and is working in optimal parameters, it will reach you, using the delivery channel previously used (courier or personal delivery).

Whichever method you choose, the delivery-receipt-return process will be free of charge.

Exceptional situations:

• If the product is no longer under warranty, you will be responsible for bringing it back into conformity (if possible) and for the shipping costs.
• If the product has been sent in for service without documentation (warranty certificate and/or invoice or receipt) and cannot be sent back, the product will be brought into conformity (if possible) at a charge, and the shipping and return costs will also be paid by you.
• If the technical condition of the product cannot be resolved and therefore cannot be brought back into conformity, the Homplex technician will contact you in order to replace the product with a new, functional one. If this is not possible due to external factors (e.g. the product is no longer in stock and cannot be brought to order), you may choose to have the amount paid according to the purchase documents refunded.