If your tado° device isn’t working as expected or is damaged, use the tado° chatbot for help. Select the round orange icon in the bottom right-hand corner to open a chat. To help us assist you, we’ll ask you to send us photos/videos of the issue, and/or follow troubleshooting steps. If we can’t resolve the issue remotely, you’ll be informed that you’ll need to replace your device.
Free device replacement under warranty
If your device is within the 24-months warranty period, you are eligible for a free replacement. To verify your eligibility, please follow these steps:
Submit proof of purchase:
Send us via chat the original invoice for the damaged device.
If you received the device as part of a contract package, send us via chat a copy of the contract.
Important:
We are unable to accept order confirmations or delivery notes as proof of purchase.
We can’t replace second-hand devices without the invoice from the original shop.
We can’t replace devices outside the warranty period.
2. Do not send the device to our office in Munich.
Once we confirm your eligibility, we’ll provide a free return label so you can send the device to our warehouse.
3. Shipping information:
If your device is still within the warranty period, send us via chat your current shipping address. Make sure that the address provided is correct and complete. Once submitted, we won’t be able to change the address.
Special cases
If you received your device as part of a rental contract, send us via chat a copy of your last rental invoice.
If you bought the device under special warranty conditions (e.g. for a period longer than 24 months), send us via chat a copy of the original invoice.
Warranty expired?
If your device is outside the 24-month warranty period, we can’t replace it free of charge. However, you can buy a replacement device from our webshop at a discounted price. Contact our support team via chat, and they’ll help you find the best solution for you.
After your replacement request is approved
If your replacement request is approved, we'll ship you a new device to replace your damaged one. Once we ship your replacement, you'll receive an email with the tracking number.
We’ll also send you instructions on how to return your damaged device. Please make sure you only return the damaged device, even if this device was originally part of a Starter Kit.
Setting up your replacement device
After receiving your replacement, follow these steps in the tado° app to install the new device:
Remove the damaged device from your tado° Home. (If you’re replacing your Internet Bridge, skip to step 2). If this is the last device in a room, the room will also be deleted. To prevent this, add your new device first (step 2), assign it to the same room as the damaged one, then remove the damaged device.
Add your new device to your tado° Home.
Follow the Installation Instructions.
For more details on which countries we support for replacements, please refer to this article.