Support, warranty and after-sales service in France

01Warranty duration and scope

Two warranties overlap in France and do not replace each other: the statutory conformity warranty under consumer law, and the manufacturer's commercial warranty.

• Statutory conformity warranty: applies as of right to any purchase by a consumer, whatever the manufacturer states. It is restated in our terms of sale.
• Manufacturer's commercial warranty: adds to it, with its own duration and scope — that is what varies by reference.
• Never covered: lightning, power surges, immersion, non-compliant power supply, hardware modification.

02Return and exchange procedure

A return never starts with shipping the parcel: it starts with a diagnosis, otherwise the hardware comes back « fault not reproduced » and you lose three weeks.

1. First-level checks: power, network, bus, pairing, online service — in that order and no other.
2. Getting in touch: product reference, purchase date, precise symptom, what changed recently on the network.
3. Remote diagnosis: we look with you; a good half of cases are resolved here.
4. Return number: if the hardware is at fault, a return number is issued. Without it a parcel cannot be attached to a case.
5. Shipping and processing: original packaging where possible, with the number visible on the label.

03Technical support: levels, channels, timeframes

04Updates and compatibility over time

A gateway lives between two worlds that evolve independently: your wired installation, which is very stable, and consumer platforms, which change often. That is where most regressions come from.

• Apply firmware updates, but not the day before leaving on holiday.
• Check operation after a major update of an assistant's app.
• Keep the installation configuration file up to date and backed up outside the home.
• Document network changes: replacing the router is the number-one cause of « it stopped working ».

05What to check before opening a case

A large share of the faults reported to us are not faults of the product. Running through this list first usually saves a return, and it always saves time when a return is genuinely needed.

1. Power. Check the bus power supply and the gateway's own supply. A board that was worked on recently is the most common cause.
2. Network. A changed router, a new subnet or a disabled protocol will silence a gateway that is otherwise perfectly healthy.
3. The bus itself. If wall switches have also stopped responding, the problem is upstream of the gateway and no replacement will fix it.
4. Pairing. An account moved, a home rebuilt on the platform side, or a controller replaced: the link has to be made again.
5. Recent changes. Write down what changed in the days before. It is almost always the answer.

If none of the five explains it, open a case with the reference, the purchase date and that list of recent changes. We start from there rather than from scratch.

Frequently asked questions