Repair/replacement – No online system contact Philips Sonicare
Telephone 1300 363 391
(Monday-Friday 7:00 AM – 7:00 PM EST)
My very own hands-on testing, as well as customer feedback, has shown me just how reliable Philips Sonicare products are. A reputable brand in many different markets, their attention to quality and reliability remains true with the Sonicare brand and the electric toothbrushes produced.
Despite great attention to detail and reliability the very fact that the products have moving and electrical parts make them subject to faults, wear and tear.
Inevitably though being an electronic product it can go wrong.
Should your brush fail or not be performing as you would expect, the first thing to do is run through some of the tips we offer in our Sonicare 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, Philips Sonicare 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 Philips Authorised Service Centre.
- The warranty will be voided if electric rechargeable handle damage is found to be attributed to the use of non-Philips Sonicare replacement brush heads.
How can I get my Sonicare electric toothbrush repaired & serviced in Australia?
There is no method to book the toothbrush in online.
You can use other contact methods available here if you prefer.
Explain the issues you are having and they will advise based on the model and the fault.
According to Philips Sonicare current procedures (which of course might change) should your toothbrush fails to work properly they can arrange a free of charge replacement of the faulty handle or charger (depending on the fault found).
This allows for a swift and effective resolution to any issue you may be having.
For In Warranty Service: Contact Sonicare on 1300 363 391 and explain the fault. They will take a few details and arrange for a replacement to be sent out in most instances.
For Out of Warranty Service: There is no support for customers with brushes outside of normal warranty periods. You are expected to safely dispose of the brush and purchase a new one.
How long is the warranty on a Sonicare electric toothbrush?
The good news is that the brush is covered by a 2 year warranty/guarantee as standard.
As we understand it, this 2 year warranty applies globally, but if you are not in Australia and we advise double checking this information.
Therefore, if your brush has stopped charging or won’t switch on then no problem you are covered.
The guarantee commences from the date of purchase. Buy the brush on 1st February 2020, the warranty will be valid until 31st January 2021.
Register your Sonicare electric toothbrush
It is advisable to register your electric toothbrush once you have purchased it.
All you need do is head to https://www.philips.com.au/myphilips/register-product
Here you can create an account (or login if you are an existing user). You can create an account using an email address or password.
Once you have registered and activated the account, you can select your specific electric toothbrush from the list of models and enter the date of purchase and proof of purchase.
You will receive confirmation of the registration and the brush will now show within your account.
From here you can gain access to supports, manuals, FAQ’s write reviews and more.
Is there an extended warranty option?
No, Philips do not offer an extended warranty option.
What is covered in the Sonicare warranty?
The warranty starts on the day of purchase and runs for 2 years.
If your Philips Sonicare electric toothbrush product is defective during the warranty period, Sonicare 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 a 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 authorized by Sonicare
- 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, the Sonicare toothbrush repair will be free. Often, Sonicare will send out a replacement brush to replace your faulty one, rather than have you wait for the broken Sonicare toothbrush to be repaired.
You may be requested to return the faulty one for repair at which point you may well be responsible for return shipping fees.
How long will the process take?
The process is generally very quick.
Once you have logged the fault a resolution will be offered. More often than not this will be a replacement brush, but this is not a guarantee.
In this instance, you will be asked to provide some details and a new brush will be sent to you within a few days.
Will they collect the toothbrush?
No. Whilst subject to change, you may either be told to keep/safely dispose of the faulty unit once a new/replacement is issued.
It is possible that the faulty one may need to be returned, in which case you will likely be responsible for returning it to them via the postal system, at your cost.
How long will I be without a toothbrush?
On the rare occasion a brush should falter, Philips will look to resolve the issue promptly once they become aware of it.
Within a few days of logging the fault, you should have a new/repaired brush delivered to you.
Will they not just replace the toothbrush?
Normally yes, but this is subject to Philips Sonicare policies and whether certain conditions are met.
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.
Even better, go online, register your brush and upload a copy of the receipt when you buy the brush and then you and Philips have a digital record of this.
My electric toothbrush is outside of the warranty period can I get it repaired?
No. No policy exists for repair to toothbrushes outside of warranty.
I am not in Australia, where and how to do I get my brush repaired?
If you are not an Australian resident but have a Sonicare electric toothbrush your brush will likely be subject to the same warranty conditions, but regional variances in policy can occur.
Refer to your manual/documentation provided in the box at the time of purchase for your local warranty procedure and support contact numbers.
Is the battery in my Sonicare electric toothbrush handle replaceable?
The battery inside is not really designed to be replaceable. The handle within which the battery is contained is sealed and there is no simple process to remove or replace this.
Trying to do so will invalidate your warranty and likely make the brush unusable.
For any faults, battery or otherwise contact your local Sonicare support team.
What is the full warranty wording?
This is the full warranty wording taken from a Sonicare toothbrush user manual:
Philips warrants its products for a period of two years after the date of purchase. If any defect due to faulty materials and workmanship occurs within this two year warranty period, Philips will repair or replace the product at its expense.
Philips will only pay for repair or replacement if convincing proof is provided, for instance by means of a receipt that the day on which service is claimed is within the warranty period.
The warranty does not cover products and/or product parts that are subject to wear that can be considered as consumable parts by their nature or that are made of glass.
The warranty is not valid if a defect is due to damage caused by incorrect use, poor maintenance (e.g. parts blocked by scale) or if alterations or repairs have been carried out by persons not authorised by Philips.
For the appliance to be used correctly the user should strictly adhere to all instructions included in the user manual and should abstain from any actions or uses that are described as undesired or which are wanted against in the user manual.
Important warranty restrictions for certain product materials.
For some products the warranty may be subject to certain restrictions, for instance as a result of the type of material used. Warranty restrictions, if any can be found under the heading ‘Warranty restrictions’ in the chapter ‘Warranty and Support’ of the user manual.
These warranty restrictions do not affect your statutory rights.
Support during and after the warranty period can be obtained in all countries where the product is officially distributed by Philips. In countries where the product is not distributed by Philips service is provided by the national Philips organization. In this case there may be some delay if the required spare parts are not readily available. Turn to your dealer or an authorised Philips service centre for service. Contact the consumer Care Center in your country if you need more information or if you have problems obtaining service. If there is no Consumer Care Center in your country you can contact the Service Department of Philips. Address and phone number can be found in the grey section of this leaflet.
A little extra information is provided on the Sonicare website here: https://www.philips.com.au/c-w/support-home/warranty#triggername=close_warranty1
Philips Sonicare Support Team contact numbers:
For the most accurate and up to date information we advise speaking to the Sonicare customer affairs team. Their contact number is as follows:
Telephone 1300 363 391
(Monday-Friday 7:00 AM – 7:00 PM EST)
***PLEASE NOTE: Electric Teeth are not affiliated with Philips Sonicare 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 Sonicare customers.***