Repair/replacement – Find your local service agent & book in for repair with details provided online at https://www.service.oralb.com/au/en/home.html
Contact Oral-B – Telephone 1800 614 820 9am-6pm (Mon – Fri) or email here.
If you have a problem with your Oral-B electric toothbrush the first thing to do is run through some of the tips we offer in our Oral-B troubleshooting and common issues guide.
If the troubleshooting doesn’t help resolve the problem, your toothbrush will require additional troubleshooting and potentially repair.
So what is the process when it does? How long is the brush covered for?
You can find the answers to these questions and more below.
- Guarantee commences from the date of purchase.
- Buy the brush on 1st February 2020, the warranty will be valid until 21st January 2022.
- Under the terms of the guarantee, Oral-B will for free of charge repair any defects or problems with the toothbrush that are as a result of a fault in the materials or workmanship in the construction and manufacture of the product.
- If the brush stops working for no reason this would be repaired for free.
- If the brush stopped working because it has been dropped from a height and damaged it this would not be covered.
- The guarantee does not cover faults as a result of improper use.
- If you try to repair or modify the brush the warranty will not be valid.
- Wear and tear of brush heads are not covered under the warranty.
- The warranty repair must be carried out by Oral-B/Braun Customer Service Centre.
- The warranty will be voided if electric rechargeable handle damage is found to be attributed to the use of non-Oral-B replacement brush heads
How can I get my Oral-B electric toothbrush serviced in Australia?
Oral-B electric toothbrushes are covered by a 2 year warranty as standard. Exceptions may exist. Refer to your manual.
If your Oral-B electric toothbrush develops a fault within two years of purchasing, it will be repaired or replaced free of charge under the terms of your warranty.
For In Warranty Service: Visit https://www.service.oralb.com/au/en/service.html which is an online portal through which you can select the service agent best for you based on your location within Australia.
You will be provided with contact details, such as a phone number, email address and website through which you can make contact with Oral-B or their approved agent to get your toothbrush repaired.
Upon making contact detail the fault, provide part numbers and proof of purchase (if possible) to make the process as trouble-free as possible.
Make sure you have all relevant reference numbers and details before sending the toothbrush in for repair. Do not send it for repair without first making contact with an agent or Oral-B.
All products sent in for repair must be well packaged and sent in a box suitable to withstand normal freight and courier handling. It is recommended that your package is appropriately insured and shipped using a carrier who can provide tracking. Oral-B will cover all repair costs and return shipping to you.
For Out of Warranty Service: More often than not you can still send your electric toothbrush to one of the service centres for a free repair estimate service.
However, before doing so, it is best to contact the agent and discuss the issue before doing so. It will not be possible in all cases to offer repair outside of the warranty period.
How long will the process take?
The service centres do not specify a specific turnaround time for repairs, but in most cases they will ensure the repair is dealt with in a timely manner so you are not without your toothbrush for longer than is absolutely necessary.
For a more accurate repair time period, please request this from the service agent at the time of booking your brush in.
How long is the Oral-B warranty?
The standard warranty is 2 years from the date of purchase.
The guarantee commences from the date of purchase. Buy the brush on 1st February 2020, the warranty will be valid until 31st January 2022.
What is covered in the Oral-B warranty?
The warranty starts on the day of purchase and runs for 2 years.
If your Oral-B product is defective during the warranty period, Braun (the parent company to Oral-B) will repair or replace it free of charge.
Examples of what the warranty will cover, but not limited to are:
- The brush no longer charging or holding charge
- The battery life lasting less than the advertised time
- The brush no longer switching on or off
- The brush intermittently stops working
- The brush speeds up and slows down for no reason
The warranty does not cover cosmetic damage such as scratches, or damage caused by:
- Normal wear and tear
- Accident, misuse, dirt or water
- The product being tampered with
- Improper use
- Repairs carried out by agents not authorised by Oral-B/Braun
- Failure to take proper care of the product, including recharging
- The product being altered or used for commercial purposes
Is the warranty and repair process free?
If the fault with your electric toothbrush falls under the terms of the warranty and is within its warranty period, Oral-B will, for free of charge, repair any defects or replace the toothbrush.
If the brush is outside of warranty, it can be sent to the service centre for a free, no obligation estimate.
Where do I need to send it?
This depends on your location and the service centre closest to you. Please visit service.braun.com and select from the drop-down menu’s to find the address appropriate for you.
Before sending, do make sure you contact them so they are aware of the return and that all relevant reference numbers are included.
Will they collect the toothbrush?
No, it is your responsibility to return the brush to the address provided, using an appropriate shipping method.
How long will I be without a toothbrush?
As a general rule, the service centre aims to repair or replace the toothbrush within a few days of receipt.
The exact period of time you will be without an electric toothbrush will vary depending on the circumstances, time of year and shipping methods used.
Please take into consideration the postage time to and from the service centre.
For out of warranty claims, the process may take a little longer but is still dealt with swiftly.
Will they not just replace the toothbrush?
Whether Oral-B decides to repair or replace the toothbrush is dependent on the problem and their decision in each particular case, there is no guarantee that it will simply be swapped.
Do I need my receipt?
Retaining your receipt will be advantageous when it comes to booking your toothbrush in for any warranty repair, so it is worth keeping hold of.
However, it is not essential and often repairs will be carried out without providing this, but repairs required without proof of purchase are subject to inspection to confirm the age of the brush and whether it is within warranty. The service centre’s decision is final unless you can provide evidence of the purchase date.
My electric toothbrush is outside of the warranty period can I get it repaired?
Yes. You can send your brush in for repair outside of the 2 year warranty period.
You need to contact the service centre and discuss your options based on the model and the issues experienced.
Not all models can or will be able to be repaired outside of the warranty period.
How do I contact the service centre?
The contact numbers for the service centre will depend on the one closes and most relevant to yourself.
The most up to date contact details can be found online at service.braun.com.
You can always make contact with Oral-B directly if you prefer by calling 1800 614 820 or email them here.
I am not in Australia, where and how do I get my brush repaired?
If you are not an Australian resident but have an Oral-B electric toothbrush your brush will be subject to the same warranty conditions, but the service agent, the returns address and contact numbers will be different.
From here select the appropriate region and your country.
Once the page loads, look for the ‘Authorized Service Centre’ button/link. Click this and then from the page select ‘Oral-B power Toothbrushes’ and select the various options on screen to find the appropriate service centre.
If you are struggling and need further assistance, contact the customer relations team for your country using the contact numbers provided later in this post.
Is the battery in my Oral-B electric toothbrush handle replaceable?
The battery inside Oral-B electric toothbrush handles cannot be easily replaced and for that reason battery replacements for their rechargeable handles are not provided. The battery is incorporated into the electronics of the handle and the unit is sealed to prevent water getting into it.
Where can I buy Oral-B replacement chargers, brush heads and other parts?
You can buy Oral-B replacement chargers, brush heads and other parts and accessories directly from Oral-B’s authorised agent, Statewide Services.
They stock lots of spare parts and accessories for Oral-B/Braun products sold within Australia. Parts and accessories are all held as permanent stock lines and they offer a very efficient mail-order service. Common replacement parts include toothbrush heads, toothbrush bodies and chargers.
If you are looking only for replacement brush heads, Amazon is also a great option, carrying a wide range at great prices with swift delivery. See the Oral-B brush head range on Amazon.
What is the full warranty wording?
The full and official wording of the Oral-B warranty is:
We grant 2 years guarantee on the product commencing on the date of purchase.
Within the guarantee period we will eliminate, free of charge, any defects in the appliance resulting from faults in materials or workmanship, either by repairing or replacing the complete appliance as we may choose.
This guarantee extends to every country where this appliance is supplied by Braun or its appointed distributor.
This guarantee does not cover: damage due to improper use, normal wear or use, especially regarding the brush heads, as well as defects that have a negligible effect on the value or operation of the appliance.
The guarantee becomes void if repairs are undertaken by unauthorised persons and if original Braun parts are not used.
To obtain service within the guarantee period, hand in or send the complete appliance with your sales receipt to an authorised Oral-B Braun Customer Service Centre.
This guarantee in no way affects your rights under statutory law.
Warranty replacement brush heads Oral-B warranty will be voided if electric rechargeable handle damage is found to be attributed to the use of non-Oral-B replacement brush heads.
Oral-B does not recommend the use of non Oral-B replacement brush heads.
Oral-B has no control over the quality of non Oral-B replacement brush heads. Therefore, we cannot ensure the cleaning performance of non-Oral-B replacement brush heads, as communicated with the electric rechargeable handle at time of initial purchase. Oral-B cannot ensure a good fit of non-Oral-B replacement brush heads. Oral-B cannot predict the long-term effect of non-Oral-B replacement brush heads on handle wear. All Oral-B replacement brush heads carry the Oral-B logo and meet Oral-B’s high quality standards.
Oral-B does not sell replacement brush heads or handle parts under any other brand name.
Oral-B contact details
If you want further information and to ensure you are acting appropriately for peace of mind speak to a customer relations agent from Oral-B.
- Telephone: 1800 614 820 9am-6pm (Mon – Fri)
- Email: Click here
***PLEASE NOTE: Electric Teeth is not affiliated with Oral-B directly. The information is correct to our knowledge at the time of writing and provided in good faith. It is subject to change at any time. Provided primarily for Australia based Oral-B customers.***