FAQs

    FAQ's

    Please read our FAQ below to help answer your questions. If that doesn't help, please use our contact form to submit your question. We are happy to help you.

    • General questions

      I am disabled, where can I get my Thetford product adjusted?
      Homecraft Ability One of Kirkby in Ashfield (UK) specialise in adjusting products for the disabled camper:
      Homecraft Ability One
      Shelley Close
      Lowmoor Business Park
      Kirkby in Ashfield
      Nottinghamshire, NG17 7ET
      United Kingdom
      T: +44 (0)1623 759146
      F: +44 (0)1623 726886
      Where to buy Thetford products?
      Thetford products are widely available from caravan accessory shops. For a point of sale near you, go to the home page and use our Find a dealer search. As a private individual, it is not possible to purchase goods directly from Thetford.
      Where to buy Thetford spare parts?
      You are able to purchase spare parts at many Thetford points of sale throughout Europe. If a spare part is not on stock, your selected point of sale can order it for you at Thetford.

    • Questions about our Cooking Appliances

      My glass lid only has one bump stop.
      The argent hob glass lid is supplied with one bump stop due to proximity to the hob.
      My grill doesn't appear to light in the middle.
      It shouldn’t. This is the design to promote even cooking.
      My grill pan handle gets hot, what can I do?
      The handle is detachable – it should be removed whilst the grill is in use.
      What can I use to clean my hob / sink?
      We generally recommend you use warm, soapy water – rinse, and dry thoroughly. For further information please refer to your owner’s manual.
      Where can I buy spares?
      In the UK spares are available from a range of wholesalers and distributors including Leisure Spares (01423 320009).

    • Questions about our Refrigerators

      Am I, as a private individual, able to purchase a Thetford refrigerator?
      Yes. Since 2006, several Thetford refrigerator models are for sale at many Thetford points of sale. You are also able to order a Thetford refrigerator through your selected point of sale
      Do I need winter covers?
      We recommend the use of winter covers when the fridge is being used in cool temperatures <8C, when the van is in storage or when being cleaned.
      How do I know what model my fridge is?
      There is a data badge located behind the salad bin with all model information.
      My blue fault flashes on the display.
      The blue LED is a fault diagnosis tool. It should be accompanied by a ‘spanner’ symbol and a number. Please refer to owner’s manual for a list of diagnostic codes.
      My fridge shows fault #18.
      When a fridge is first switched on the entire display will light up. This should only last for a few seconds.
      My fridge will not select 'auto' function.
      Not all fridges are ‘auto’. Please refer to your owner’s manual.
      At my travel destination, my refrigerator does not operate very well. What could be the problem?
      When your refrigerator does not operate properly, please check:
      Whether your caravan is level in both directions (lengthwise + widthwise). Whether the ventilation openings of the cooling system at the back of the refrigerator are blocked.
      Should I get my fridge serviced?
      Yes. See owner’s manual for details.
      Should I take special precautions using my refrigerator during winter?
      We advise using Thetford winter covers on the ventilation grills from 8 degrees Celsius and below to ensure optimum performance. Winter covers can be obtained as an accessory from your Thetford point of sale.
      Where can I buy spares?
      Spares can be purchased from Miriad (01283 586030).

    • Questions about our Toilets

      Can I use domestic bleach in the toilet?
      No. It can damage the toilet. We only recommend using genuine Thetford toilet additives and cleaning products.
      How do I know which toilet I have?
      There is a data badge located underneath the cassette and on the bottom of the waste tank.
      How do I remove stubborn (calcium) deposits from the waste holding tank?
      With Thetford Cassette Tank Cleaner. It thoroughly cleans the inside of the waste holding tank and removes the stubborn (calcium) deposits. For more information on this product, go to the Care, Cleaning & Maintenance section on this website.
      How do I thoroughly clean the flush-water tank of my Thetford toilet?
      For thorough cleaning of the flush-water tank of mobile toilets, we recommend our customers use ordinary Milton cleansing fluid.

      1)For cleaning the flush-water tank a solution of Milton and normal fresh water needs to be prepared.
      Make a solution using a dose of 30ml of Milton cleansing fluid per 10 litres of fresh water.
      2)Prepare as much solution as needed to completely fill your flush-water tank of the toilet. Pour the prepared solution into your flush-water tank until it’s completely full.
      3)Leave the solution in the tank for 24-48 hours, depending on the degree of contamination.
      4)Drain the flush-water tank using the drain tube, which can be reached through the service door on the outside of your vehicle.
      5)Fill the flush-water tank completely with fresh water and leave the water in for about 5 minutes. Then drain the flush-water tank again.
      6)Fill the flush-water tank again completely with fresh water and empty the tank by flushing into an empty clean waste holding tank.
      7)Always empty the waste holding tank at a designated location.
      8)Depending on the degree of contamination a second treatment may be required.

      Note:
      - Do not use together with other products.
      - Not respecting dosage and timing could cause damage to the functionality of your Thetford toilet.
      - In case of doubt contact your local Thetford office.
      I get black bits in my flush.
      The flush tank may require cleaning. We recommend Milton sterilising fluid.
      Should I travel with water in the flush tank?
      No. If you must keep it to a minimum.
      Where can I get spares from?
      Spares can be purchased from Miriad (01283 586030).

    • Warranty questions

      Do I have to register my appliance with Thetford?
      No.
      Does the warranty cover rental vehicles?
      Yes.
      Does Thetford offer an extended warranty?
      No.
      How do I make a claim under warranty?
      See owners manual – you should take the product to your dealer or authorised service centre.
      How long is my warranty?
      There is a three year warranty on all of our products. Spare parts purchased carry a one year warranty, and any fitting and/or labour costs associated with spare parts are not covered by warranty. (See warranty conditions).
      I bought my van second hand - is the warranty valid?
      Yes. The warranty is valid for 3 years regardless of the amount of owners.
      I had a repair done by a non-authorised engineer. Can I claim my money back from Thetford?
      No. All repairs should be carried out by authorised engineers. They should invoice Thetford directly.
      I purchased a spare which has failed. What do I do?
      Contact the place of purchase.
      Is my warranty valid if I'm abroad?
      Yes. Contact the local Thetford office for guidance.
      I've not had my van serviced - does this affect the warranty?
      In general no; but all gas appliances should be serviced in line with European guidelines. This is the end users responsibility.
      My toilet pump leaked and damaged my carpets.
      Thetford is not responsible for any loss or damage caused directly or indirectly by use of the product.
      What does my warranty cover?
      All parts and labour. With tourers we do not cover the cost of call out engineers. On holiday homes we do. Accidental damage and general wear and tear is not covered.
      When does the warranty start?
      Date of initial purchase. In case no proof of initial purchase can be provided the date on which Thetford delivered the product applies.

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