Some items and situations aren’t covered by ZEN Extended Warranty. These exclusions come from the ZEN Extended Warranty Terms and help you understand when a repair refund won’t apply.
Items not covered
Your product isn’t eligible for an Extended Warranty if it is:
- Not charged directly to your ZEN Card (e.g., bought using intermediaries, installments, or Buy Now, Pay Later services, such as PayPal, Curve, Klarna, etc.)
- Sold by a company that is registered outside the European Union, the United Kingdom, Norway, or Switzerland.
- A non-electrical item.
- A motorized vehicle or anything similar, including scooters, bicycles, watercraft, caravans, trailers, hovercraft, aircraft, and any parts or accessories for these items.
- A boiler or furnace.
- Genuine goods sold through unauthorized channels that compete with official distributors.
- An item without an original manufacturer’s warranty valid in the EU, UK, Norway, or Switzerland (except Duty-Free Zones).
- An item without an official specification in the EU, UK, Norway, or Switzerland (except Duty-Free Zones).
- Not bought as new (for example, modified, rebuilt, or refurbished items).
- Bought for resale.
- A consumable item or an item designed to be discarded after use, such as bulbs, fuses, batteries, rechargeable batteries, chargers, filters, belts, bags, or printer cartridges.
- Permanently fixed to a home or office.
Costs and situations not covered
Your Extended Warranty claim won’t be accepted if it relates to:
- Installation or rebuild costs, or changes made to an item.
- Cleaning expenses (for example, washing machine filters, video or cassette cleaning).
- Fixing blockages, except in the cooling system of refrigeration equipment.
- Disposal costs.
- Costs for gaining access to repair an appliance built into fitted furniture.
- Expenses caused by a supplier withdrawing a product.
- Repairs linked to routine service, inspections, or installations, or call-out charges when an authorized repairer cannot find a fault.
- Any costs not covered by the original manufacturer’s written repair warranty.
Damage types not covered
Extended Warranty does not apply to:
- Accidental damage, including drops, spills, or mishandling.
- Loss of data, software, or digital content stored on the product.
- Using the product in a way that goes against the user manual or manufacturer guidance.
- Modifications or repairs made by a third party not authorized by the manufacturer.
- Damage caused by natural disasters like lightning, floods, earthquakes, or other external events.
- Cosmetic damage like scratches, dents, or normal wear and tear.
- Consumable parts such as batteries, unless the failure is caused by defective materials or workmanship.