Warranty

The two-year guarantee

Everything Voskis sends carries two years of cover against faults built into the item and against failure that comes far too early for normal use in a home. This page sets out what falls inside that, what falls outside it, and the four steps to a claim.

Last updated: 11 September 2026

The cover in six lines

Term	What applies
Length	Two years, counted from the day the box reaches you
Items covered	Every item on every order. Nothing to register, no card to return
What you need	Your order number and two photographs
Cost to you	€0. We book and pay the carriage on a faulty item
Reply	The next working day, from support@voskis.com
Remedies	Repair, replacement, price reduction, refund — in that order

What the guarantee is

It is the statutory guarantee of conformity that applies to consumer goods across the European Union under Directive (EU) 2019/771, given effect in Spain through Spanish consumer law. The seller is FLOFUM, S.L., registered in Barcelona and trading here under the name Voskis, so the sale sits under Spanish law and the cover runs two years from the date of delivery.

It is automatic. There is no form to send in, no serial number to record with us and no warranty card in the box. Your order number and the confirmation email are the whole of the paperwork, and if you have lost both we can find the order from the delivery address and the approximate date.

An item conforms if it matches the description in our reply, holds the measurements, ratings and capacities printed on it or its packaging, arrives with everything it is sold with, and does the job it is sold for. Anything short of that is a lack of conformity, and putting it right is our job rather than the manufacturer’s.

You do not have to prove when the fault started. Where a fault shows itself inside the two years, Spanish law treats it as having been there at delivery unless the nature of the item or of the fault makes that impossible.

The guarantee is not the 30-day return

Two separate rights, doing different work. The 30 days let you send an item back because you have looked at it and decided against it, and no reason is needed. The two years exist for items that fail. If you are inside the first 30 days and simply want the item gone, the shorter route is faster — those terms are on delivery and returns. Use this page when something has stopped working.

What is covered

Manufacturing defects, and premature failure in ordinary domestic use. Here is what that means in each of the four cupboards we stock.

Cupboard	The kind of failure the two years cover
Cleaning and laundry	A spray trigger that seizes in the first weeks. An airer joint that folds under an ordinary 8 kg wash. A mop head fitting that will not lock onto its handle. A bucket that splits along a moulding seam.
Kitchen and dining	A handle rivet that works loose. A pan base that lifts, delaminates or rocks on a flat hob. A glass lid that crazes without being struck. A coating that flakes while the item is used exactly as its instructions say.
Storage and organisation	A clip that snaps in normal stacking. A gasket that never sealed. A lid that does not fit the box it was sold with. A shelf that bows well below its stated load.
Home tech and power	A timer dial that stops advancing. A plug or adaptor that runs hot. A cable whose conductor breaks inside an undamaged sheath. A bulb that dies far short of its rated hours. A charger that never charged.

Three other situations are handled the same way, though they are not strictly faults: an item that does not match the description we gave you, an item that arrived with a part missing, and an item that is not the one you asked for. Email us and we correct it. You do not have to work out which category it belongs in first.

What is not covered

What happened	How we treat it
Fair wear	Not a fault. Cloths thin, coatings dull, hinges loosen, plastic goes brittle after years in sunlight. Age doing its work is not a defect.
A consumable used up	Not a fault. Batteries, cleaning refills, filters, sponges, cloths, mop heads, bin liners, fuses and bulbs that have run their stated hours are bought to be consumed.
Misuse	Not covered. A pan heated empty, a hand-wash item put through a dishwasher, a box loaded past its stated weight, a timer asked to switch a load above its rating.
The wrong voltage or supply	Not covered. Everything electrical we sell is built for a 230 V, 50 Hz domestic supply. Run it through a converter onto another supply and the damage sits outside the guarantee.
Opened or altered	Cover ends on that item. This is a safety line as much as a commercial one — see the section below.
Cosmetic marks from use	Not covered. Scuffs, scratches, water spots, limescale, a dulled finish, and staining from whatever the item was used on.
Accidental damage	Not covered. Dropped, trodden on, soaked, or damaged by a pet or a child.
Trade or professional use	Outside the consumer guarantee. The two years assume normal use inside one household.
Damage that happened in transit	Put right, but through the delivery route rather than this one. Photograph it and email us within 30 days: see delivery and returns.

Where a claim sits on the line, we tell you which side we think it falls and give the reason in plain words. A kettle element that fails in month five is a fault. A scouring pad that has worn out has done what a scouring pad does. You are free to disagree, and the last section of this page says where you can take it.

Electrical goods: leave them closed

An item that has been opened or altered can no longer be claimed against, because there is then no way to tell whether the original defect or the intervention caused the failure. Sending it back untouched costs you nothing and takes the same four steps as everything else.

Batteries, bulbs and refills

Consumables are the part of this that most often needs explaining, so here it is line by line.

• Cells that arrive flat, leaking, or past the date printed on the pack are a delivery problem rather than a warranty one. Tell us inside 30 days and a replacement pack goes out.
• Cells that run down in use have done their job. There is no cover for that at any point.
• A rechargeable pack loses capacity with every cycle, and that decline is normal. A pack that will not take or hold a charge in its first months is a fault, and is covered.
• A bulb is sold with a rated life in hours. One that dies in a fraction of that life, in a fitting it is rated for, is a fault. One that has run its hours has not failed.
• Refills, filters, cloths and sponges are covered for what they are on arrival — the right item, the right quantity, sealed and undamaged — and not for how long they last in use.

How to claim, in four steps

1. Write to support@voskis.com

Put the word Warranty and your order number in the subject line. Everything runs through that address: this company keeps no telephone line, and there is no claim form to download.

2. Tell us five things

The item. The order number, or the delivery address and roughly when it arrived. The date the fault appeared. What the item was doing when it failed. Whether it is still usable, and for anything electrical whether it is still plugged in.

3. Attach photographs

Two are usually enough. Photographs settle most claims in a single exchange, and often remove the need to send the item back at all.

4. Read the reply the next working day

We either dispatch a replacement, or book a collection and pay for it, or tell you plainly that we think the item has worn rather than failed. Each of those answers comes with a reason, and none of them asks you for money.

What evidence helps

• The order number. If it is lost, the delivery address and the approximate date will find the order.
• One photograph of the whole item, in daylight, on a plain surface.
• One close photograph of the fault itself.
• For anything electrical, a photograph of the rating label. Model, voltage and wattage are printed on it.
• A short video where the fault is a noise, a flicker, or something that only happens now and then.
• For a leak, a photograph of the point where the water collects.
• The original packaging is useful if the item has to travel back. It is not required, and no claim is turned down for want of a box.

The remedies, in order

Remedy	When it applies	Cost to you
1. Repair	Where a part can be replaced and the item then does what it should. Usually a lid, a clip, a gasket, a handle or a lead.	€0, carriage both ways included
2. Replacement	Where a repair is impossible, slower, or costs more than sending a new item. For most of what we stock this is the practical answer.	€0, and the replacement is delivered free
3. Price reduction	Where repair and replacement have both failed or cannot be done, and you would rather keep the item as it is.	€0. You keep the item and part of the figure comes back
4. Refund	Where the fault is serious, or a repair or replacement has already been tried and the item has failed again.	€0. The whole figure you handed the driver comes back

The choice between repair and replacement is yours. We propose the other only where the one you picked is impossible or would cost us disproportionately more, and we say which of the two it is. Price reduction and refund open up once repair or replacement has failed, has been refused, has not happened within a reasonable time, or would put you to significant inconvenience.

Note the arithmetic on small items. A €9.50 socket timer cannot be repaired for less than the cost of a new one, so we will not stretch a repair out to look thorough — a replacement leaves the same week. Repairs make genuine sense on the larger items with replaceable parts: an airer, a storage system, a pan with a fitted handle.

How a refund reaches you

The money came to us as cash at your door. No card was charged, so there is no transaction anywhere to unwind. Refunds are sent by bank transfer, and the account has to be one you hold yourself. We ask for the IBAN in writing, inside the same email thread the claim started in, and only once the remedy is agreed. Bank details are never taken by telephone here, for the simple reason that there is no telephone.

The transfer goes out inside 14 days, counted from the day the item reaches our warehouse or the day you show proof of postage, whichever falls first. Nothing was charged for delivery in the first place, so the amount that comes back is the amount written in your order email, to the cent.

Who pays to send it back

Voskis does, on anything faulty, damaged or wrong. We book the collection, we pay both legs, and you are not asked to advance the cost and claim it back afterwards. Print the reference we send you, tape it to the box, and hand it over. A change of mind travels back at your own cost, which is a separate route with separate terms, set out on delivery and returns.

Manufacturer guarantees

Some items carry a commercial guarantee from the maker, longer or wider than the statutory two years. Where one exists it is printed on the item or included in the box, and we state it in the reply to your list before you commit to anything.

A commercial guarantee is an addition. It sits on top of the two years and can never shorten them, narrow them, or make them conditional on registering a product or keeping a receipt. Where the two routes overlap, use whichever gives you more.

Either way, write to us first. We hold the order record and we deal with the manufacturer ourselves, so you are not sent off to argue with a company you never bought from.

How long a claim takes

Stage	Working days
Reply to your first email	1
Collection booked, where the item has to come back	1 to 2 from your agreement
Assessment once it reaches us	3 to 5
Replacement dispatched	1 to 2, then a tracking reference by email
Refund transferred	Within 14 days of the item reaching us, or of a dated proof of postage

Where photographs settle the claim on their own, the middle three rows disappear and a replacement goes out on the strength of the email. Working days exclude Sundays and Spanish public holidays. The inbox is read Monday to Saturday, 9 to 6 CET.

If we cannot agree

Say so in the same email thread and ask for the decision to be looked at again. A second reading settles most of it. Beyond that, routes exist that do not depend on us agreeing with you.

• Inside Spain there are two public routes. Town halls and regional governments run consumer offices under the name Oficina Municipal de Información al Consumidor, and the state runs a consumer arbitration scheme, the Sistema Arbitral de Consumo.
• Buying from another member state, you start with the European Consumer Centre in your own country. It takes cross-border files and deals with the Spanish end of them for you.
• The EU online dispute resolution platform shut down in July 2025. Nothing can be filed on it now, and a shop still pointing you at it is quoting a dead address.
• A court remains open to you at any point, whichever of the above you try first. The contractual side of a Voskis order is set out under terms and conditions.

Who gives this guarantee

The seller, and the party you claim against, is:

• FLOFUM, S.L.
• Calle Parcerisa 13, Local 1
• 08014 Barcelona, Spain
• CIF: B75621250
• support@voskis.com
• https://voskis.com

That address is where legal correspondence and company records go. It is not a counter you can walk into, and nothing should be posted back to it unless we have given you that address in writing for your particular claim. Registration particulars sit on the legal notice.

Write to support@voskis.com. The inbox is open Monday to Saturday, 9 to 6 CET, and it is the whole of our support: the company holds no telephone number, so a caller using the name Voskis is not from here. If you are unsure whether something counts as a fault, describe it and attach a photograph. Asking costs nothing and commits you to nothing. Other questions are answered on the questions page, the buying process is set out on how to order, and you can reach us through contact.