Why do I have to pay for shipping on a faulty item?
We do not know if the item is truly faulty until our service technician inspects the product. (Within the first 30 days of owning the product, we do email a pickup tag. If product is found to be not faulty it deducts against you. (You will be responsible for shipping before we send back)
Truly faulty or defective items will appear within 30 days of use, and we provide shipping at that time if we are contacted right away.
We DO NOT reimburse shipping for returned for refunds products, only on exchanges for defective product in first 30 days of purchase. We DO NOT pay if you ordered the wrong product or changed your mind on a color.
**Massage Chairs (furniture type) please refer to the warranty.
Do you offer extended warranty?
Sorry at this time we do not.
GUIDED SUPPORT
Troubleshoot your product step by step
Choose your product family and the closest symptom, then complete one safe check at a time. The guide includes product-specific help based on Redfern's published FAQs.
1Product family
2Symptom
3Safe checks
4Next action
Step 1
What type of product needs help?
Choose the closest product family.
Step 2
What is the product doing?
· Choose the symptom that best matches the problem.
No diagnostic path is configured for this product family yet. Please use the FAQ or contact Redfern.
Step 3
No power or unresponsive controls
Power, remote, timer and safety-switch checks.
Use extra caution.
Stop if the product becomes hot, wet, damaged or behaves unpredictably.
Check 1
Stop if anything appears damaged
Do not test the product if the cord, adapter, controls or housing are damaged, wet, unusually hot or producing an odour.
Check 2
Confirm power and charging
Use the approved wall connection, adapter or charger described in the manual. Allow the stated charging time where applicable.
Check 3
Check controls and safety switches
Reseat attachments, close covers, replace remote batteries and check timer or control-lock settings.
Check 4
Reset once
Switch off, disconnect for 60 seconds, reconnect and try one normal cycle.
Step 4
The problem still needs support
Do not keep repeating tests. Prepare the model and serial number, proof of purchase, a description of the symptom, and photos or video when useful.
Monitor the product during its next normal use and follow the maintenance instructions in its manual.
Step 3
Handheld ShowerMe suction cup will not stick
Surface-cleaning, smooth-surface test and porous-tile guidance.
Check 1
Clean and dry the surface
Remove soap film and moisture from both the wall and suction cup, then let both surfaces dry.
Check 2
Test on glass or a mirror
Attach the suction cup to a clean window or mirror. If it holds there, the original wall surface is the likely cause.
Check 3
Check the wall finish
Porous, textured or painted tile may not create an airtight seal for a suction cup.
Check 4
Use the published porous-tile option
For porous or painted tile, Redfern recommends clear silicone caulk and a full 24-hour cure. Follow the caulk instructions and do not use the shower during curing.
Step 4
The mount still will not hold
Send Redfern a photo of the wall surface and suction cup, plus the result of the glass-or-mirror test.
Monitor the product during its next normal use and follow the maintenance instructions in its manual.
Step 3
Café machine needs cleaning or descaling
Daily, weekly and monthly maintenance schedule with safe products.
Use extra caution.
Stop if the product becomes hot, wet, damaged or behaves unpredictably.
Check 1
Rinse the frother daily
Daily frother rinsing helps prevent milk buildup and operating issues.
Check 2
Clean the machine regularly
For regular use, clean the machine and brewing unit about weekly or every two weeks, following page 26 and using the included brush.
Check 3
Descale for daily use
For a machine used daily, descaling may be needed about once a month. Begin with the manual guidance on page 32; frother descaling is covered on page 36.
Check 4
Use approved cleaners only
Use suitable descaling tablets or cleaners. Do not use vinegar because Redfern warns it can damage the machine.
Step 4
Maintenance did not restore performance
Record the last cleaning and descaling dates, the products used and the exact symptom for Redfern support.
Monitor the product during its next normal use and follow the maintenance instructions in its manual.
Step 3
Café bean grinder still seems blocked
Built-in cleaning first, then the published accessible-port check.
Use extra caution.
Stop if the product becomes hot, wet, damaged or behaves unpredictably.
Check 1
Run the built-in grinder cleaning
Follow the Café machine's grinding-machine cleaning program before attempting any manual clearing.
Check 2
Switch off before manual access
After the program finishes, turn the machine off and allow it to become safe to handle before using the accessible pre-ground coffee opening.
Check 3
Check the nearby port
Through the pre-ground opening, use a small curved or straw-style brush to pull buildup from the port about one inch inside. Do not force the brush deeper.
Check 4
Reassemble and test once
Remove all tools, restore the parts correctly and run one normal grinder test.
Step 4
The grinder remains blocked
Stop further access and send Redfern the model, bean type, cleaning steps tried and a photo of the accessible port.
Monitor the product during its next normal use and follow the maintenance instructions in its manual.
Step 3
iQ Slim remote or KS Fit app will not connect
Remote re-pairing, battery-change and app-device checks.
Check 1
Re-pair the remote
With the treadmill off, press and hold MODE while moving the main AC power switch to ON. Look for the display line, beep and flashing power indicator.
Check 2
Confirm the remote works
When M is lit, press the middle function button. A 3-2-1-GO countdown should appear and the belt should start.
Check 3
Repeat pairing after a battery change
The remote must be paired again whenever its battery is replaced.
Check 4
Add the app device correctly
In KS Fit, set the country to Canada, register and confirm the email, turn the treadmill on, add device R1PRO, step on the treadmill and press Start in the app.
Step 4
The remote or app still will not connect
Record the indicator sequence, phone type, KS Fit screen and whether R1PRO appears in the device list.
Monitor the product during its next normal use and follow the maintenance instructions in its manual.
Step 3
iQ Slim belt is off-centre, tight or squeaking
Manual centring, lubrication and calibration checks before Allen-key adjustment.
Use extra caution.
Stop if the product becomes hot, wet, damaged or behaves unpredictably.
Check 1
Try manual centring first
Raise the treadmill to about 45 degrees to create slack, centre the belt at the front and back, then lower it while holding the front centred.
Check 2
Avoid large Allen-key adjustments
Contact Redfern before using the Allen key. It is for minor quarter-turn adjustments only; too many turns can make factory tension difficult to restore.
Check 3
Lubricate on schedule
The belt is factory-lubricated, but Redfern recommends lubricating again within the first month and about every three months after that, more often with daily use.
Check 4
Disperse lubricant safely
Apply one or two lines across the plate in the stride area, leaving space at both sides. Run CALI mode for about a minute and do not walk or run during calibration.
Step 4
The belt still shifts, binds or squeaks
Stop using the treadmill and send Redfern a rear-centred photo, a short belt-motion video and the number and direction of any Allen-key turns.
Monitor the product during its next normal use and follow the maintenance instructions in its manual.
!
Stop and stay safe
Stop using the product immediately
If it is safe to do so, switch the product off and disconnect power without touching damaged or wet parts. Do not restart, open or repair it. Keep people away. If there is an active fire, electrical hazard or immediate danger, move to safety and call 911.
Use these checks for common setup and operating issues. Your product manual and any safety labels always take priority. Stop immediately if the product appears unsafe, and contact Redfern when a product-specific diagnosis is needed.
Safety first: stop if something seems unsafe
Stop using the product if you notice smoke, sparks, a burning smell, unusual overheating, a damaged cord or plug, exposed wiring, or liquid near electrical parts. If it is safe to do so, switch it off and disconnect power. Do not open the housing, bypass a safety switch or attempt an energized repair. Let hot parts cool before handling. If there is an immediate fire or electrical danger, move away and call 911.
The five-minute quick check
1. Confirm the product is assembled and positioned exactly as the manual describes. 2. Check that the outlet, charger or battery is working and fully connected. 3. Reseat every removable tank, filter, lid, guard or attachment until its safety switch engages. 4. Switch the product off, disconnect it for 60 seconds, then reconnect and try once. 5. Remove shipping material and clear blocked air inlets or outlets only as the manual permits. 6. For remote-controlled products, replace the batteries and test with a clear line of sight.
Use the guide for your exact model
Model-specific instructions, error codes, cleaning steps and reset methods are found in the product manual. Locate the model and serial label before choosing a guide; products that look similar can use different parts or procedures. Never substitute a fuse, charger, filter or replacement part unless the manual or Redfern confirms it is compatible.
Still stuck? Prepare these details
Contact Redfern with the product name, model and serial number; your order number or proof of purchase; a clear description of what happens and when it started; the troubleshooting steps already tried; and photos or a short video when useful. Call 1-877-387-7770 or email info@redfernent.com. Do not ship a product until Redfern provides instructions.
Troubleshooting questions
Choose the symptom closest to yours. Stop and contact Redfern whenever the product appears unsafe or the model-specific manual does not support the next step.
My product will not turn on. What should I check?
First, stop if the cord, plug or product looks damaged. Otherwise, confirm the outlet or charger is working, the plug or battery is fully seated, and every lid, tank, guard or safety switch is correctly closed. Unplug the product for 60 seconds, then reconnect it and try once more. Follow the product manual if it gives a different reset method.
The product turns on but is not working as expected. What next?
Confirm the selected mode, speed, temperature and timer settings. Remove all shipping material, seat every attachment fully, and check that permitted air openings are clear. Some products need a short warm-up, cool-down or priming period; use the timing in the manual. If performance changed suddenly or remains abnormal after one reset, stop and contact Redfern.
Why is the remote or control panel not responding?
Install fresh batteries with the correct polarity, remove any battery tab, and test the remote with a clear line of sight to the receiver. Check whether a control lock, child lock or timer is active. Disconnect the product for 60 seconds and reconnect it once. Stop if liquid reached the controls or the buttons, cord or housing appear damaged.
Why is there little or no water flow, airflow, suction or heat?
Switch the product off, disconnect power and let it cool when applicable. Confirm that tanks, filters, hoses, nozzles and attachments are installed in the correct direction and fully locked. Fill, empty or clean only the parts identified in the manual, and clear accessible blockages without opening the housing. Reinstall washable filters only when fully dry. If output remains weak, stop and contact Redfern.
What should I do when an error code appears?
Record the exact code and what the product was doing when it appeared. Check the model-specific manual for that code and follow only the listed steps. Do not repeatedly restart the product or attempt to bypass the warning. If the code returns, contact Redfern with the code, model and serial number, and a photo of the display if possible.
The product is noisy or vibrating. Is that normal?
Turn it off and check that it is on a stable, level surface. Make sure tanks, guards, filters and attachments are fully secured and that no shipping material or accessible debris remains. A new grinding, scraping, electrical buzzing or heavy rattling sound is not a routine operating sound; stop using the product and contact Redfern rather than continuing to test it.
How should I clean or descale the product?
Use only the cleaning or descaling method, solution and frequency listed for your exact model. Disconnect power and let the product cool first. Never immerse electrical parts or spray liquid into controls, motors or vents. Do not mix cleaning chemicals. Let every washable part dry fully before reassembly and use.
What if I smell burning, see smoke or sparks, or the cord becomes hot?
Stop using the product immediately. If it is safe to do so, switch it off and disconnect power without touching damaged or wet parts. Do not restart, open or repair it. Keep people away from the product and contact Redfern. If there is an active fire, electrical hazard or immediate danger, move to safety and call 911.
When should I move from troubleshooting to warranty support?
Use the warranty page when an eligible product still has a suspected defect after the safe checks in its manual, or when Redfern asks you to open a claim. Prepare your dated proof of purchase, model and serial number, a description of the fault, and photos or video. Do not ship the product until Redfern provides instructions.
Where to next?
Jump to another part of the Redfern support centre.
