SERVICE AND REPAIRS
Major&Maker service
Service request
Use this form to report faults with Major&Maker smart toilets, smart toilet seats, concealed frames and flush buttons, both during and after the warranty period.
We will review the problem description, purchase details and service history to determine the type of request and agree on the next steps.
Please do not send or deliver the product before receiving instructions from our service team.
We will first check whether the problem can be resolved remotely. If your smart toilet or seat needs repair at our service centre, we will provide instructions for removal, preparation and transport. For frames and flush buttons, we will arrange replacement of the appropriate component at your premises.
Warranty repairs
The standard warranty is 24 months from the date the goods are delivered to the buyer. It applies to both individual customers and business purchases.
Our assessment also takes account of previous repairs and any extension or restart of the warranty period.
Out-of-warranty service
We provide long-term service support for all products under our brand. Parts availability depends on how long the manufacturer from whom we import the products continues to produce the particular model and its components.
After the warranty period, repairs and replacement parts for frames are chargeable; we agree the cost before proceeding.
Parts repaired or replaced as part of a paid repair are covered by a 3-month service warranty.
Not sure whether your warranty is still valid? Select ‘Not sure — please check’ in the form. You can submit a request without a receipt; we may also verify your purchase using other information.
How does the service process work?
Submit a request
Describe the fault and provide your purchase details and repair history. Include photos or a video if possible.
Service assessment
We will review your request and check whether the problem can be resolved remotely. We may ask for additional information.
Agree on the next steps
For a toilet or seat: instructions and delivery of the product in person or by courier. For a frame or flush button: identification and dispatch of the required part.
Repair or replacement
We test products repaired at our service centre and prepare them for collection. For a frame, we provide instructions for replacing the part and checking that it works afterwards.
What should you send to the service centre?
Smart toilet seat
- The complete smart toilet seat, removed from the ceramic bowl.
- The remote control, if supplied with your model.
- Do not include unnecessary mounting components unless our service team asks for them.
Smart toilet
- The upper unit, including the seat and lid.
- The remote control, if supplied with your model.
- The ceramic bowl stays with you unless our service team advises otherwise after reviewing your request.
Concealed frames and flush buttons
- The frame stays installed — you do not send the entire structure.
- After assessing your request, we identify the appropriate flush button or replacement part.
- We send the part with replacement instructions or an instructional video.
Frames: replacement without removing the enclosure
Cistern components designed for replacement this way can be accessed through the opening behind the flush button, without disturbing the wall finish. Once a warranty claim is accepted, we send the appropriate part free of charge. The agreed replacement can be carried out by the customer or a professional chosen by them, following our service instructions; this replacement alone does not limit the warranty. After the warranty period, we sell parts once the fault has been confirmed, rather than for stockpiling.
Preparing the product for transport
The following preparation applies to a smart toilet or seat being sent to our service centre. The frame stays in place; any shipment of a flush button or another individual component is agreed separately.
- Thoroughly clean and dry the product, including its underside and accessible nozzles.
- Drain the water system before shipping if your model requires it. Our service team will provide the appropriate instructions.
- Wrap the product in foam or bubble wrap and fill any empty spaces in the box.
- Use a sturdy, regularly shaped cardboard box with no bulges. Adhesive tape must not touch the product housing.
- Include the remote control and a note with the name given in the form so that we can identify your parcel promptly.
Professional assistance and reimbursement
We do not provide an on-site service: we do not send employees to customers or arrange visits by local professionals. If professional assistance is needed, the customer chooses, books and pays the professional themselves.
For a valid claim concerning a frame or flush button within the 24-month warranty period, we reimburse the agreed cost of the necessary replacement work at the customer’s request. For a smart toilet seat or the upper unit of a smart toilet, reimbursement for removal and preparation for servicing remains an exceptional arrangement agreed individually.
In both cases, we reimburse the actual documented cost up to PLN 400.00 including VAT, on the basis of an invoice already paid by the customer. The scope of the work and reimbursement must be agreed with our service team before the work is commissioned. These arrangements and the limit do not restrict any obligations or rights arising under mandatory provisions of law.
Transport and payment for repairs
The rules below apply to products delivered to our service centre. For chargeable deliveries of frame parts, the cost and payment method are agreed separately; the return-shipping charge for a repaired product is not automatically added to such deliveries.
Shipping to the service centre and reimbursement
Only send or deliver the product after receiving a response to your service request and instructions on how to proceed.
After receiving the instructions, the customer delivers the product in person or arranges and pays for a courier themselves.
We do not accept cash-on-delivery parcels. Nothing must be payable by the recipient when the parcel is delivered to our service centre.
Reimbursement of the outbound shipping cost up to PLN 30.00 including VAT applies only to valid warranty repairs. Shipping to the service centre for an out-of-warranty repair is not reimbursed.
After the warranty repair is completed, the customer emails a reimbursement request to serwis@majormaker.pl, providing their bank account number and attaching a receipt, paid invoice or proof of payment for the courier service.
We reimburse the documented expense, up to PLN 30.00 including VAT. Reimbursement is not automatic; we do not send a separate reminder to apply.
Collection and costs after repair
You can choose the delivery and collection methods independently: for example, deliver the product in person and have it returned by courier, or vice versa.
You pay for a chargeable repair after it is completed: at our service centre when collecting in person, or to the courier when receiving a domestic cash-on-delivery parcel.
After an out-of-warranty repair, we add PLN 30.00 including VAT for domestic return shipping. This is added to the repair cost, with the full amount payable to the courier on delivery. There is no shipping charge if you collect in person.
For international shipping, payment is made by bank transfer before the product is returned. Every customer receives an invoice for a paid repair; company details and a tax identification number are needed only for a business invoice.
Damage during transport to our service centre. We do not assume responsibility for damage occurring during shipment arranged by the customer. Accepting the parcel does not constitute a commitment to repair transport damage free of charge.
We do not prepare damage reports or handle claims against the carrier. The customer is responsible for reporting the damage, completing damage-report formalities and pursuing claims against the carrier.
If parts are available, we may offer a paid attempt to restore the product to its condition before the transport damage, subject to acceptance of the scope and cost. If you do not agree or the work cannot be carried out, we return the product in the condition in which we received it.
Faults in smart toilets and seats that require opening the housing are repaired exclusively at our service centre in Warsaw. We do not provide loan products. For details, see our warranty and service terms (in Polish).
Major&Maker service centre
Warranty and out-of-warranty service
VIVO Sp. z o.o.
ul. Bartycka 26/24
00-716 Warszawa
Phone: +48 888 593 158 (ext. 2)
Please submit a service request and wait for instructions before visiting or shipping the product. If you need help completing the form, contact us by phone or email.
Service hours
Monday–Friday: 09:00–17:00
Saturday: 10:00–15:00
Sundays and public holidays: closed
On Saturdays, we only accept products for servicing and hand over products ready for collection.
Submit a service request
Describe the fault and identify the product concerned. For a toilet or seat, also choose how you plan to deliver and collect the product. For a frame or flush button, mention this in the problem description; we will confirm the next steps after reviewing the request. You can also email this type of request to serwis@majormaker.pl.
Go to the service request form