Most frequently asked questions

To contact our customer service, call 09 69 36 56 (non surcharged call) from Monday to Friday from 8.30am to 12.30pm or write to us by email at mailto:service-client@favex.frservice-client@favex.fr. We endeavour to answer you during the day.

Find all the points of sale of the brands Brasero, Favex, Bocarnea, Mosquito Magnet, Master Trap and Cavagna in our partner stores listed on the points of sale page. The prices of our products depend on the central purchasing office: we invite you to inquire at the store of your choice.

Find more than 2,000 spare parts, consumables and accessories for your Favex products or other similar products on the online shop for spare parts and accessories. Enter your product number to discover all the related products available on the site, use keywords or browse the different pages to view the catalog.

My product

In the event of a breakdown, contact our customer service on 09 69 36 56 (non surcharged call) from Monday to Friday from 8.30am to 12.30pm or write to us by email at mailto:service-client@favex.frservice-client@favex.fr.

Do you need assistance in using your product? Contact our customer service at 09 69 36 56 (non surcharged call) from Monday to Friday from 8.30am to 12.30pm or write us an email at service-client@favex.fr and benefit from a telephone breakdown service within 72 hours.

To use your warranty, register your product on our website or send us your sales receipt and an email explaining the problem to mailto:service-client@favex.frservice-client@favex.fr. All Favex products come with a 2-year warranty.

To find the leaflet or instructions for use of your product, go to the page leaflets & instructions for use then select the category and then the name of your product.

You can find the reference number of your product on the operating instructions or on the nameplate on the product.

To register your product, please have your sales receipt, the name, place and date of purchase, the serial number and the reference number of your product.

For all products for external use, we advise you to use 13kg propane gas bottles: the functioning of your product will not be altered by low temperatures unlike butane gas.
For products for internal use, butane gas is the only gas authorized in France.

– Please read the operating manual carefully before commissioning your device.
– Observe the safety instructions.

– Always carry out leak tests before operating your appliance, both the first time you use it and every time you change the gas cylinder.

– Regularly check the condition of your gas hose or flexible pipe and replace it if you find any cracks or crevices. Also check the validity date of your gas hose or gas hose and replace it if the validity date has passed.

– Use a regulator to the NF standard adapted to the chosen gas (Propane 37mbar or Butane 27mbar) and read its instructions. It is recommended to change a regulator every 10 years, even if there is no visible external damage.

Spare parts and accessories

To find the spare part for your product, go to the spare part shop. You can search for the name of your product, its reference number or the name of the part you are looking for.

Favex is committed to providing the necessary spare parts for your product for a period of 5 years.

Promotions are posted in the spare parts and accessories shop. If you have a promotion code, you will be able to apply it in your shopping cart.

Order and payment

To place an order, select the desired product(s) and add it (them) to your shopping cart. Then, go to your shopping cart in the top right corner of your screen and follow the information displayed on the screen.

In the event of an error on your order, to modify or cancel it, contact our customer service by dialling 09 69 36 56 (non surcharged call) from Monday to Friday from 8.30am to 12.30pm or write to us by email at mailto:service-client@favex.frservice-client@favex.fr.

All your invoices are listed in the summary of your orders.

If you change your mind, send us an email at service-client@favex.fr to obtain a document to be attached to the return of the package. Then return your package at your expense to the SAV FAVEX address 39 Rue de Gombault 41200 ROMORANTIN LANTHENAY (no returns will be accepted without a prior request). For a low value spare part, in order to avoid additional costs, we advise you to simply throw it away and buy another one. For any error on the part of Favex, we will tell you how to proceed so that we don’t incur any additional costs.

Contact our customer service by dialling 09 69 36 56 (non surcharged call) from Monday to Friday from 8.30am to 12.30pm or write to us by email at mailto:service-client@favex.frservice-client@favex.fr.

Delivery

You can follow the delivery of your parcel in the summary of your orders. In case of problem, contact our customer service by dialling 09 69 36 56 (non surcharged call) from Monday to Friday from 8.30am to 12.30pm or write to us by email at mailto:service-client@favex.frservice-client@favex.fr.

We deliver between 48h and 72h throughout France.

Depending on the type of delivery chosen, you will be able to check the possible destinations.

You can follow the delivery of your parcel in the summary of your orders.

In case of damaged product upon receipt of the package, contact our customer service at 09 69 36 56 (non surcharged call) from Monday to Friday from 8:30 am to 12:30 pm or write us an email at mailto:service-client@favex.frservice-client@favex.fr.
Attention: We ask you to check the product in the presence of the carrier (even if the packaging cardboard is not visibly damaged) and simply refuse it if the product is damaged. No claim will be possible if no indication has been given on the carrier’s slip. The indication “subject to unpacking” has no legal value and will not be taken into account.

My Favex Account

To create an account, go to the registration page and follow the instructions on the screen.

Creating a customer account allows you to place an order, save your contact details and delivery addresses, save your products, save your wishlist and benefit from personalized offers on all Favex products.

My personal information

If you have any questions about your personal data, please click here.

If you wish to delete your customer account, we invite you to contact our customer service by dialling 09 69 36 56 (non surcharged call) from Monday to Friday from 8.30am to 12.30pm or write to us by email at mailto:service-client@favex.frservice-client@favex.fr.
Please enter the email address you use for your customer account on Favex.fr.

Please note that we can only delete your customer account under the following conditions: You do not have any unpaid orders; You do not have any pending orders. If the above conditions are not met, we will not be able to delete your account immediately. Before submitting an account deletion request, please resolve the above situations. For orders in progress or pending refunds, please be patient.