Frequently Asked Questions

The Shop Finder (see link below) provides an overview of the nearest FRITEL stores based on your zip code.

You can always find the current promotions with FREE coupons at www.fritel.com.
Oder direkt unter friends.fritel.com/specials.
These vouchers are only valid in Belgium and Luxembourg.
When purchasing a device, you can see on the packaging whether there is a coupon in the box.
If you purchase online, it is the responsibility of the webshop to make this clear.

This action is only valid for purchases within the territory of Belgium, The Netherlands or Luxembourg.

• Buy a FRITEL CW device AND at least one extra set of FRITEL backing plates during the action period.
• Go to www.fritel.com, click the action banner Cashback, or go directly to www.friends.fritel.com/cashback-cw
• Fill out the participation form.
  IMPORTANT NOTICE: Fill out all obligated fields (indicated by a red asterisk) complete and correct and push the button on the bottom Send.
• Send an envelope with all necessary documents to Fritel, Stadsheide 11, B-3500 Hasselt.
  The envelope needs to contain following forms:
  • A copy of proof of purchase on which the date of purchase, name of the store and articles are clearly readable.
  • The complete filled out and printed participation form of the cash back action.
  • The original barcodes of the device AND of the extra backing plates, cut out of the packaging. Photos or pictures of the barcodes do not give us any certainty against fraud and can therefore not be considered as valid.
• As soon as we have your online registration as your envelope and all necessary documents before the end date of the action,your registration is valid and pay back will be done within 5 working weeks at the account as transmitted by yourself. IMPORTANT: Make sure your bank account number is correct.

The action is valid for purchases of the participating appliances during the period mentioned on the cashback. Your online registration AND the required forms need to be in our possession at least one month after closure of the action. We handle all applications with a postal date until 30 days after closure of the action, even if they arrive later.

Go directly to www.friends.fritel.com/cashback-cw

Unfortunately not. Photos or copies do not offer us certainty of authenticity. They can be copies several times and might lead to fraudulent participation.

Yes of course, as long as the different purchase dates with proof of purchase are within the action/promotion period and in Benelux.

Yes, your purchase may apply as it can meet the promotional conditions (1 CW appliance + at least 1 extra set of backing plates).

Please check following things:

• Check if you transmitted the correct/complete IBAN number to us.
• Check if you followed all conditions :
  • Purchase of a waffle plate + extra plates
  • During the period of validity of the promotional action
  • Registered and send electronically
  • Send per post within action period : all original documents (no copies or pictures) and proof of purchase

If you ordered an appliance with 1 or more extra baking plates, but they are not in stock at the moment of the action/promotion, you can still apply for the Cashback action/promotion if the baking plates have already been paid.
IMPORTANT NOTICE: You clearly need to mention by means of proof of purchase and order confirmation, that you bought and paid the device and baking plates within the valid promotional period.

Unfortunately not. Your participation is only valid when you buy at least one appliance and an extra set of baking plates.

Unfortunately your participation in only valid, if you fulfil all conditions. If you can obtain via the dealer of via the person who gave you this gift, the necessary forms (proof of purchase and the packaging to obtain the original barcodes), you can complete your registration.

On friends.fritel.com/specials you can always find the current actions with FREE vouchers.
Usually these vouchers are only valid in Belgium and Luxembourg.
When purchasing an appliance, you can see on the packiging if there will be a voucher inside.
If you buy online, it is the responsibility of the Webshop to announce if the voucher will be included.

Please contact our customer service with notification of your name, address, and the action concerned. Also add the proof of purchase enclosed in the email. The voucher concerned (or a voucher with the same value) will be send to the address mentioned in the email.

You can find information on the voucher in which country they are valid. Most often the vouchers are valid in Belgium and Luxemburg. You can exchange them in every store who has these products in his product range.

You can obtain the free product in every store who has the concerning brand/product in his range (f.e. Mc Cain, Vandemoortele, Mora,... etc.). You go to the store, take the indicated product out of the shelter (or one of them if there are more possibilities) you go to the cash register and hand over the voucher in exchange for the product. In other words, you will immediately receive the product for free along with you.

The best recipes, perfectly suited to the FRITEL Top Fill Waffle Maker, can be found on the recipe page of FRITEL using the search term WA 2224

• Always fill the measuring spoon completely and always use liquid waffle batter
• Always wait until the green indicator light comes on before adding the dough to the waffle maker.
• Never open the waffle maker before you hear the sound signal.
• Open the appliance slowly so that the waffle does not fall out. Remove the waffle with a special U-shaped fork. Insert this fork into the side of the waffle. In this way, you will not damage the non-stick coating of the baking plates, nor will you damage the waffle.
• With soft waffles, it is advisable to place a plate under the appliance to catch the waffle.
• If you find that your waffles do not come off easily, you can rub a little oil on the baking plates (only for each first baking)
• For some waffles frech yeast is used. in this case, timing is of the essence since yeast takes time to have its effect but gets exhausted if you wait too long. So, when you are using fresh yeast, make sure you are done within one hour (especially with waffles of Brussels)

On www.fritel.com under the button recipes you will find all kinds of recipes.
Or go directly to friends.fritel.com/recipes

You can purchase a part or accessory via your FRITEL sales point or via parts companies. 

First, find the correct part number of the part in the article´s Parts List. This can be found on the product page under Downloads.

Are you a consumer?

• Belux: Please address your order to Direct Repair .
• Netherlands: Send an e-mail to service@fritel.com

Are you a dealer? For your order, please contact one of the partners below:

• Belux : Elka Pieterman Belgium, ASWO, Vedelec
• Netherlands: Elka Pieterman Netherlands, ASWO, Schuurman
• Germany: ASWO - Germany, Vedelec

This can be found on the product page under Downloads.

"

First, find the correct part number of the part in the article&rsquos Parts List. This can be found on the product page under Downloads.

• Belux: Please address your order to Direct Repair .
• Netherlands: Send an e-mail to service@fritel.com

First, find the correct part number of the part in the article’s Parts List. This can be found on the product page under Downloads.

Are you a dealer? For your order, please contact one of the partners below:

• Belux : Elka Pieterman Belgium, ASWO, Vedelec
• Netherlands: Elka Pieterman Netherlands, ASWO, Schuurman
• Germany: ASWO - Germany, Vedelec

First, find the correct part number of the part in the article’s Parts List. This can be found on the product page under Downloads.

Are you a dealer? For your order, please contact one of the partners below:

• Belux : Elka Pieterman Belgium, ASWO, Vedelec
• Netherlands: Elka Pieterman Netherlands, ASWO, Schuurman
• Germany: ASWO - Germany, Vedelec

First, find the correct part number of the part in the article’s Parts List. This can be found on the product page under Downloads.

Are you a dealer? For your order, please contact one of the partners below:

• Belux : Elka Pieterman Belgium, ASWO, Vedelec
• Netherlands: Elka Pieterman Netherlands, ASWO, Schuurman
• Germany: ASWO - Germany, Vedelec

No, from now on you can order directly from parts specialists

Unfortunately, we do not carry out repairs at home.

When we receive a device for repair, we check it within 15 days and send it back to the parcelshop where you handed it over for shipment.

When we receive a device for repair, our technicians check it. Depending on their findings and whether or not the device is still under warranty, the device will be repaired, parts will be replaced or the entire device will be replaced.

Log in to our service website with your customer number (which You can find on the delivery note) and your e-mail address.
You will then receive an overview of the repairs that you can follow via this portal.

If the device is still under warranty and all warranty conditions have been met, the repair is free of charge.

If you bought the device in a store, take it back to the store where you bought the device.
If you have purchased the appliance online from a web shop other than fritel.com, please contact the customer service of the web shop in question.
If you bought the appliance through the fritel.com webshop, follow the procedure below:

• Log in to our service website with your customer number (which can be found on the delivery note) and your e-mail address.
• Enter the requested information step by step.
• We ask you, among other things, to upload your proof of purchase (or warranty certificate) and possibly a photo of the defect.
• As soon as we receive the registration, we will provide you with a label to ship the device to us free of charge.
• Return the device to a parcelshop of your choice ( see website dpd ).
• Upon receipt, we will check the device within 15 days and return it to the parcelshop.

Please contact our service department

On www.fritel.com you can easily find your user manual/guidelines for your appliance.
On the homepage you will find a button spare parts
Or on the homepage under the button Downloads
Or on the page of the product concerned under tab Downloads

You live in Belgium

• You bought your appliance in a Makro store. In that case you can return your device in any other Mediamarkt store. They have taken over the service of all Makro purchases.
• None of the above? Please contact our customer service and add at least the following information. (your name, your home town, your appliance, store, purchase date, proof of purchase, a description of the defect) and we will find a proper solution for you.

• You bought your appliance in a Harense Smid store. In that case you may return your appliance in any BCC shop. They have taken over the service of all Harense Smid purchases.
• You bought your appliance in a Scheer + Foppen store. In that case you may return your appliance in any Expert shop. They have taken over the service of all Scheer + Foppen purchases
• You bought your appliance in a Mikro store. In that case you may return your appliance in any BCC shop. They have taken over the service of all Mikro purchases
• None of the above? Please contact our customer service and add at least the following information. (your name, your home town, your appliance, store, purchase date, proof of purchase, a description of the defect) and we will find a proper solution for you.

• Please contact our customer service and add at least the following information. (your name, your home town, your appliance, store, purchase date, proof of purchase, a description of the defect) and we will find a proper solution for you.

• Please contact our customer service and add at least the following information. (your name, your home town, your appliance, store, purchase date, proof of purchase, a description of the defect) and we will find a proper solution for you.

• We do not sell products outside the EU and are unable to help you with a guarantee.

The Proof of Purchase is of crucial importance to determine the date of purchase and hence the start date of your guarantee. Further the guarantee is only valid for the first user and this cannot be proven without the proof of purchase.
In most cases the dealer keeps a copy of the proof of purchase so you probably can still obtain it through your store.

Professional use, improper use, claim, wrong use, not following the user guidelines, a second hand appliance, an appliance which has been opened or modified by an unqualified third party, normal wear. Also, if you do no longer dispose of the proof of purchase your appliance cannot be repaired under warranty.

Go to www.fritel.com and click Extended warranty
Or surf directly to friends.fritel.com/warranty

All FRITEL appliances fall within the legal warranty period of 2 years.
For all fryers in our standard Starter, Family and Chef assortment, you will have the possibility to extend the guarantee of your device to 10 years FOR FREE, within a period of 45 days as of date of purchase!
How? Click on the button Extend your warranty on www.fritel.com.

The legal guarantee obliges the seller to repair or replace the appliance for free in the first 6 months after purchase, if there appears to be a technical defect which cannot be blamed on improper, wrong, user claim of non compliance with the user guidelines of the consumer. The consumer cannot chose between repair or replacement.

• Belgium + Luxemburg : Only the dealer is responsible for the legal guarantee. He cannot simply transfer you to the manufacturer.
• The Netherlands : The consumer can choose who to address himself to : the dealer or manufacturer.
• Germany : The dealer is responsible for repair or replacement of the defective repair.
• France (same as BE) : Only the dealer is responsible for the legal guarantee. He cannot simply transfer you to the manufacturer

The guarantee covers the reparation time and/or the free replacement of parts, that are considered defect by our technicians AND where the defect is caused by material-, construction-, or manufacturing errors. In order to qualify for this guarantee you will need at all times your proof of purchase.
1ste 6 months vs after :
When a dealer is confronted with a defective device, he is held by law to repair or exchange the appliance without expenses., only if the consumer appeals to him/her in the first 6 months after delivery/purchase. In that case the dealer is only obliged to repair/replace the device if he cannot proof that the defect is due to improper use, misuse, not following guidelines,... claim,...
After 6 months :
As from the 7th month after delivery to the consumer this changes. If the consumer then returns his appliance the consumer needs to prove that the defect was already there from the delivery/purchase, he can no longer automatically be held to a repair/replacement without charges. It is up to the consumer to proof that the defect already existed at the time he received the appliance. In reality this is not so simple. Especially because the consumer has used the device during 6 months without any issues. If the consumer cannot deliver proof of this defect since delivery, the dealer is no longer obliged to repair or replace the defective device without expenses. In that case, he can charge the customer with repair costs.

Your warranty starts on the day of purchase and is valid for 2 years.
The user is responsible for cleaning and proper packaging of the defective appliance before presenting it for repair. It is insufficient to wrap the device in cardboard packaging with paper. Fritel is not liable for damage resulting from insufficient packaging, which also irrevocably invalidates the warranty.

Determination of warranty:

• The warranty covers every repair and/or replacement of the parts recognized defective by our Department of Service after Sale if the damage is due to faulty design, material or construction.
• The warranty is only valid for the first/original user.
• The transport costs, in case of reparation, are at the expenses of the purchaser.
• The warranty is only granted after presentation of your purchase invoice.
• The warranty cannot be invoked for normal wear and tear.

• Incorrect connection, e.g. electric voltages.
• Abnormal or professional use or misuse handling.
• Lack of care and cleaning.
• In case of insufficient packaging and bad transport in case of return shipping.
• Modifications or repairs made to the appliance by persons not authorized by us as a manufacturer.
• When reference numbers have been altered or been removed.
• For faults not due to the appliance itself, but to an external cause, collision, damage, fire, earthquake, flood, lightning, etc.
• When not respecting the instructions in the user instructions.

The guarantee covers the repair time and/or the free replacement of spare parts, that are considered defect by our technicians AND where the defect is caused by material-, construction-, or manufacturing errors.

• Your fryer has been purchased before 01.01.2016 : in this case you will only need your proof of purchase.
• Your frying device was purchased on 01.01.2016 or later : In that case, you will need the guarantee certificate after the legal guarantee period of 2 years, which we have send to you after you extended your guarantee on our website. Please note that the extension has to be done shortly (within 45 days after purchase) after the purchase

Go to www.fritel.com and click the button extend your warranty, or go directly to www.friends.fritel.com/warranty
In the list you will find all appliances that qualify for an extended warranty.
These are all FRITEL fryers and fondue appliances from the Starter, Family and Chef range.

Follow the steps below within 45 days of purchase date:

• Include your purchase receipt, which contains information you will definitely need
• Surf to www.fritel.com
  Click at the bottom right (homepage) on the image that says Extend your warranty
  Or surf directly to friends.fritel.com/warranty
• Choose the device you purchased from the list. You will find this :
  - on your proof of purchase
  - on your packaging
  - on the FRITEL sticker in the cable compartment
• Take a copy or photo of the purchase invoice with the name of the store, purchase date and item are clearly legible. Send the proof of purchase as pdf or jpg.
  
• Fill in the requested information and click on send at the bottom. If you do not click on send, your request is incomplete and we will not receive it.
  When you send your request, you will immediately receive an email with a tracking number. To be on the safe side, also check your junk and unimportant mail. This way you know in advance that you have sent your application correctly.
  Your application enters our system, is checked and, if all details are entered correctly, approved. Then you will receive your warranty code by e-mail. Be sure to check your junk and unimportant emails here too.

"You will find the serial number on the back of the appliance, on the FRITEL sticker in the cable compartment. Depending on the model you have, the serial number is:

• OR a number consisting of 4 digits (2 digits / 2 digits).
• OR an EAN code / barcode consisting of 15 digits.

If you did not receive an e-mail with a tracking number, you probably did not complete the form completely.
If you did receive an e-mail with a tracking number, but no warranty code or other e-mail, be sure to check your unwanted and / or unimportant e-mails.
If you have not heard from us within 7 working days, please contact customer service.

You can always send your device at your own expenses to van Ratingen Ltd, Stadsheide 13, 3500 Hasselt, Belgium and we will gladly check the device for you.

• If it is still under guarantee (date of your proof of purchase counts), than we will repair the device without expenses. We will advise you as soon as the device is ready for pickup.
• If the guarantee is no longer valid, we will make you an estimation of the repair costs, if wanted with transport costs included for a return shipment. And after approval AND payment, we will repair (and/or) ship the device back to you.