Philips Sonicare Warranty / Guarantee: How It Works & What It Covers

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.

As you might expect the brushes come with a warranty to support you, should something go wrong.

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.

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 a US resident, in most instances (always subject to change) if you register your new electric toothbrush online at www.sonicare.com/register you can extend the warranty by a further 6 months, to total 2 and a half years (30 months) for no extra cost.

Therefore, if one day within the 2 year period the brush stops working for no apparent reason, you should be covered, just make use of the warranty.

The guarantee commences from the date of purchase. Buy the brush on 1st February 2019, the warranty will be valid until 31st January 2021 or 31st July 2021 (if you registered and got the extra 6 months free).

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 www.sonicare.com/register

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 or even via your social network accounts such as Facebook, Twitter, LinkedIn, and Google.

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.

How can I get my Sonicare electric toothbrush repaired & serviced in the USA?

If your Sonicare toothbrush is no longer working and needs repair (perhaps it has stopped working or is not longer charging), the best course of action, is to contact the Customer Care Centre for Sonicare on 1-800-682-7664.

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 1-800-682-7664 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 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.

Is there an extended warranty option?

If you register the brush online at www.sonicare.com/register you should get an extra 6 months free (offer subject to change).  This gives you a little extra peace of mind should your Sonicare toothbrush need repair.

There are however no programs be those paid or otherwise to extend the warranty for 3-5 years for example.

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.

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 the USA, where and how to do I get my brush repaired?

If you are not a US 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.  You can also find them later in this post.

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 two years after the date of purchase. Defects due to faulty materials and workmanship will be repaired or replaced at Philips’ expense provided that convincing proof of purchase in the qualifying period is provided. Philips recommends use of genuine Sonicare brush heads for optimal performance. Use of other brush heads may damage your Sonicare toothbrush and limit your warranty protection.

Contact our Consumer Care Center at 1-800-682-7664 (North America), outside North America contact your local Philips Consumer Care Center.

Internet information: www.sonicare.com (North America) or www.philips.com/support (outside North America).

WARRANTY EXCLUSIONS

What is not covered under warranty:

– Brush heads.

– Damage caused by use of unauthorized

replacement parts or unauthorized brush heads.

– Damage caused by misuse, abuse, neglect,

alterations or unauthorized repair.

– Normal wear and tear, including chips,

scratches, abrasions, discoloration or fading.

IMPLIED WARRANTIES

ANY IMPLIED WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, SHALL BE LIMITED TO THE DURATION OF THE EXPRESS WARRANTIES SET FORTH ABOVE. IN SOME

STATES LIMITATIONS ON DURATION OF IMPLIED WARRANTIES DO NOT APPLY.

LIMITATION OF REMEDIES IN NO EVENT SHALL PHILIPS OR ANY OF ITS AFFILIATED OR SUBSIDIARY COMPANIES BE LIABLE FOR ANY SPECIAL, INCIDENTAL OR

CONSEQUENTIAL DAMAGES BASED UPON BREACH OF WARRANTY, BREACH OF CONTRACT, NEGLIGENCE, TORT, OR ANY OTHER LEGAL THEORY. SUCH DAMAGES INCLUDE, WITHOUT LIMITATION, LOSS OF SAVINGS OR REVENUE; LOSS OF PROFIT; LOSS OF USE; THE CLAIMS OF THIRD PARTIES INCLUDING, WITHOUT LIMITATION, DENTISTS AND DENTAL HYGIENISTS; AND COST OF ANY SUBSTITUTE EQUIPMENT OR SERVICES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES.

A little extra information is provided on the Sonicare website here: https://www.usa.philips.com/c-dam/b2c/suj/master/supporthome/Warranty/EN_US_OWS_PC_DA_MCC.pdf

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:

1-800-682-7664

Opening times:

Monday – Saturday : 9:00 AM – 9:00 PM EST

Sunday : 9:00 AM – 6:00 PM EST

Excluding Major Holidays

***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 US based Sonicare customers.***

Jon Love

About Jon Love

Jon is a leading voice on electric toothbrushes and has been quoted by mainstream media publications for his opinions and expertise.

Having handled & tested hundreds of products there really is very little he does not know about them.

Passionate about business and helping others, Jon has been involved in various online enterprises since the early 2000s.

After spending 12 years in consumer technology, it was in 2014 that he focused his attention on dental health, having experienced first-hand the challenge of choosing a new toothbrush.

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29 thoughts on “Philips Sonicare Warranty / Guarantee: How It Works & What It Covers”

  1. At 3:40 am this morning I awoke to find my sonicare going crazy. It was turned on without anyone around it, the motor was cycling up, and the lights were all blinking. I took it to my patio because I was concerned that all of this activity could cause the lithium battery to explode or catch fire. At 5:30 am, I returned to the patio to find it still cycling. If you go online you’ll see a lot postings about sonicares turning on by itself.

    This isn’t user error or abuse, this is a product that should not have made it out of the quality control process. A quick Google search reveals that it’s a well known problem and you have to question why Philips doesn’t engineer a solution? A quick look at the Consumer Affairs page has a lot of people taking them to task about both their product and their customer service. This is like a case study from a business class. Company X has a segment leading product, however, there are quality control issues. What’s the solution?

    I’ll call their support team line, but if Philips doesn’t make this right I won’t go back.

    Reply
  2. Good afternoon. I have a Phillips diamond clean toothbrush that was given to me last year. This morning it just completely stopped working. I am in the process of moving to Florida and do not have any ppwk with me. Is there anything that can be done? I absolutely love this and really cannot afford another one. Thanks for your help.

    Reply
    • Hi Brenda.

      You will need to speak to Philips Sonicare and see what they can do. Even though you may not have paperwork, they may well be able to do something as they should be able to determine when the product was manufactured etc.

      Reply
  3. I bought a sonicare toothbrush for both myself and my wife. The warranty card says: “Please remember to keep proof of purchase for warranty entitlement.”

    MY PROBLEM: The units were purchased from Amazon, from which no purchase receipt was enclosed. How can I ensure entitlement for our toothbrushes?

    Reply
  4. I am from Hong Kong and bought a Sonicare toothbrush at Costo during my vacation in California last year. The toothbrush is now not working. Can I take it to my local Philips store for repairing?

    Reply
    • Hi David,

      I think it will be unlikely that your local Philips store will be able to help, but it is certainly worth getting in touch with them to ask, just in case.

      Reply
  5. Thanks for the instructions! I called the support number, answered questions, and they’re sending me a replacement.
    After 6 months, the metal stick got stuck in the brush head and dislodged from the base. The watertight seal at the top of the base was also damaged.
    The support staff asked me if I had ever dropped it (yes) and how many times I’d changed the brush head (twice) and my truthful answers didn’t disqualify me from getting a replacement sent out.

    Reply
  6. Hello,
    Unlike most of the comments I’ve read here, my experience was very positive. (I was truly scared that the outcome would not be good)
    I bought the Sonicare Diamond Clean, and it worked great for about 8 months. Out of the blue…no charge…no power…no restore. Googled different problems and one of my clicks directed me to this site. I tried all the tips and tricks, nothing solved the issue, so I called the 1-800-682-7664 number, which I found on this site, thank you Jon 🙏.
    I was greeted promptly by a very nice gentleman, exchanged pleasantries, then got to the nitty gritty. After maybe 10 questions, he stated this model was know to have this issue if you didn’t download the app and update the firmware. If not updated and the charge runs completely out…there is nothing the owner can do. I did not have the receipt…I told him what store I bought it at…he looked up the model number on the bottom of the wand/handle and saw when it was made. He continued to tell me it was still within the 2 year warranty marker and they would ship a new factory sealed handle out ( I specifically asked and he told me the company never ships out refurbished items for replacements). Continued with my address. Shortly after received 3 emails…1 was copy of the malfunction problem…2 was a shipping receipt with label and tracking number…3 was a survey to complete about services rendered. It was a quick, simple, pleasant transaction. The only thing on my part to do was when the new handle arrives, place the damaged handle in the same box, attach the prepaid barcode sticker, and drop at the USPS office. I was really disappointed with the product failing, but the customer service was superb.

    Reply
    • Hi Billy.

      Thanks for the detailed feedback. It is great to hear the different experiences people have had. It certainly sounds like you got the customer service and support we expect.

      Reply
  7. I have a Philips Sonicare HX9140 toothbrush that is no longer working properly and I called in to get a replacement. I previously registered the device but Philips doesn’t have a record of it….I gave them the serial number and Philips will not honor the warranty for the toothbrush. I have purchased several Sonicare devices over the last 15 years and cannot believe that they wont replace it. They can request the device back to see that it is the model that I claim that it is and as a company that claims to be customer responsive I would not recommend purchasing any of their devices…. Signed Disgruntled and Dissatisfied Customer!!!

    Reply
    • Sorry to hear about your situation Tony, it is disappointing to have to read such comments.

      We appreciate you sharing your feedback for other readers to see.

      Reply
  8. I bought the Phillips Sonicare toothbrush with water pic combination 3 months ago. I put off registering it. Everything I’ve read sounds like I’m out of luck. Just wanted others to know not to buy this substandard product. I paid $189.00.

    Reply
    • Rita.

      What Sonicare toothbrush has a water flossing combination, I have not come across this.

      Did you get a package that includes a toothbrush and a water flosser, or is it some kind of all in one unit? Waterpik (a different brand) I know makes an all in one solution.

      What are the problems with it and why do you feel it is substandard?

      Reply
  9. Purchased the Philips Sonicare DiamondClean Smart Electric Rechargeable Toothbrush, 9300 Series, Black, HX9903/31 FFP through Amazon on June 4, 2019. After only 1 month, the unit stopped charging. Called customer service (what a nightmare) and was told that the software needed updating; I tried to download the software but was unsuccessful because it said the unit needed charging before the update! I give up, this is simply too complicated for a damn toothbrush. I have attempted to contact customer service numerous times during the last month but I’m either on hold forever or my call (conveniently) just gets dropped. I knew better than to pay $189.95 for a toothbrush and turns out I was right. I no longer want this piece of junk! What a shame!

    Reply
    • Hi Sandra.

      Thanks for the feedback. Despite the circumstances under which you leave this, it is more helpful than you might know.

      Have you perhaps tried contacting Amazon customer services to see if they can help or would accept a return themselves?

      Perhaps try emailing Sonicare to see if you can get a response that way? They do also have a live chat team, which might be an option?!

      Reply
  10. Called in today to use warranty service for my weak motor (broken) phillips sonicare toothbrush. It was only 6 months old. Took about 40 minutes to complete all the questions over the phone and was put on hold 5 times. Rep said a new handle will be mailed out, but that I no longer get my 2 years 6 month warranty. He said warranty is now only 6 months from today since I have “used” my warranty replacement service. I’m glad I’m getting a new brush but I feel a bit swindled as I expected this to be a 2.5 year toothbrush not a “maybe 1 year toothbrush.”

    Reply
    • Hi James.

      Thanks for the feedback. This is very interesting and not what I would have expected to hear.

      What model of toothbrush do you have that has gone faulty?

      Did you challenge the shorter warranty period? If so, what did they say?

      Reply
  11. I have two that have failed and won’t take a charge, the first one I thought …. oh well and then the second one failed, I bought them at Costco. we have been searching for our receipt and have had no luck finding.
    Can you help us out here and let us know what we should do now.

    Thank You,

    Terrance Cameron

    Reply
    • Hi Terrance.

      Thank you for the comment.

      I am sorry to hear about the issue that you have experienced with your Sonicare toothbrushes.

      If you do not have your original receipt or have not registered the brush with Sonicare previously, this can make it a little more difficult for a warranty repair/replacement to be offered.

      However, with that said, Sonicare may be able to assist as the serial numbers of the toothbrushes should give them some information to go by and all being well can act as proof that the brushes are within their warranty period, assuming you have not had them for more than a couple of years.

      Give them a call on 1-800-682-7664 and explain the situation. Hopefully they can offer a satisfactory resolution.

      All the best.

      Reply
    • Just take it back to Costco. They’ll refund you the cost you paid for – they can look this up via your membership number. And you just buy new toothbrushes.

      Reply
      • My mom gave me a Sonicare as a Christmas present from Costco. About two years later it wouldn’t charge. I had to bring back both original carrying cases, the charger and portable charger and both handles/ heads, but they looked it up on her account, went to the shelf and gave me a brand new set.

        Reply
    • Hi Wendy

      Sorry to hear your Sonicare brush won’t charge.

      We are not Philips Sonicare ourselves, so can provide only limited support. It it has been previously charging fine and now it has stopped, then it is probably best to contact Sonicare directly and get it booked in for repair, if it is still within the warranty period.

      Customer Care Centre for Sonicare contact number is 1-800-682-7664.

      Reply
  12. It’s unfortunate that because you only have a contract with FedEx, you aren’t willing to ship to APO via USPS (the only shipping option available at these locations). For such quality products I expected your customer service to match. Although my product breaking after having it only 6 months has me questioning the quality as well. I’m disappointed.

    Reply
    • Hi Abby,

      I think your comment was directed at Sonicare. Just to be clear, we are not Philips Sonicare, we have simply written about their guarantee.

      It sounds like they have been less than helpful in dealing with your issue.

      Reply
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