Each brand has a well-defined identity, with a specific values which are reflected in the product offering, features and design, as well as in appropriate communication mechanics.
We remain convinced that our balanced business model, combining profitable growth and a resolutely responsible approach, creates value for all and plays a full part in our contribution to better living in households around the world.
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2022 half-year sales and results
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9-month 2022 sales and financial data
Ensure the effective repair of products
For Groupe SEB, reparability is an approach that ensures:
All of this should allow a streamlined customer experience and ensure the effective repair of products for many years.
Product reparability starts from product design, and is one of the priority areas in the Group’s Eco-design Guide. Right from the start, products are designed to be easily disassembled and reassembled so that only the worn parts have to be replaced.
The Group is a pioneer in this field. Its reparability policy, initiated in 2008, reached maturity in 2015 with its “10-year repairable product” commitment. Since January 1st, 2022, the Group has stepped up its commitment to product repairability by extending the availability of parts from 10 to 15 years at the right price, on new products launched in 2022 as well as on products still in production. This logo will be displayed on 92% of small electrical appliances & pressure cookers sold under five international brands (Tefal, Rowenta, Moulinex, Krups and WMF) and for Seb and Calor in France and Belgium. In south America, Imusa & Arno brands are currently deploying this Repairability commitment on some of their products.
In some countries, cookware (frying pans, stewing pots, saucepans, etc.) can also be repaired. For example, this is true in Egypt and the United States for All-Clad branded products.
To ensure that repairs are of optimum quality, Groupe SEB uses a network of approved repair centers, which has gained in strength over the last 10 years. There are now over 6,200 worldwide, including 2,800 in China. The Group’s local after-sales service teams in the different countries are responsible for training and supporting the repair centers.
The Group guarantees the repair centers that some 50,000 listed spare parts will be available for at least 15 years after products cease to be manufactured, including sourced products, at the cheapest possible price (this price has not increased since the 30% reduction in 2012). For products under warranty, spare parts are delivered to repair centers within 24 to 48 hours in Western Europe, rising to a maximum of four days in other parts of the world.
Nearly 7.5 million spare parts are stored at the Group’s central warehouses in Faucogney-et-la-Mer in the east of France (30,000 m2 in storage area).
In addition, in a growing number of countries, consumers can directly order accessories, consumables and spare parts on the brand websites. In 2021, direct orders were possible on 67 brand websites across the world.
Since 2016, the Group has used a second spare parts and accessories warehouse in Hong Kong to deliver parts to repair centers or consumers in Asia more quickly. In 2020, the Group expanded its storage capacity: the new local warehouse is double the size of the previous one and allows the Group to stock triple the numbers of items, which are then immediately available for repairers and consumers in Asia.
The Group also moved into the 3D printing of spare parts, allowing parts to be printed on demand. This simplifies inventory management and increases availability almost to infinity.
Since 2015, certification testing has been done on repairs of volunteer “pilot” consumers. They regularly provide the Group with information on part performance over time and their feedback is over 90% positive.
Since 2020, more than 100 3D-printed functional and technical parts have been supplied to all repairers worldwide with the note “3D-printed part certified by the manufacturer”. The most basic of these are available on brand websites for consumers who wish to repair their products themselves (e.g. a vacuum bag holder for an old model).
Since 2020, Groupe SEB launched a new initiative to encourage consumers to increasingly repair their products after the warranty period, when they bear the cost of repair. To remove the main obstacles, the fear of a high cost or the risk of paying for a quote “for nothing”, the Group has introduced a fixed repair offer with a single, fixed rate for each product category.
The consumer can generally get their product repaired for less than a third of the price of an equivalent new product from the brand, whatever the malfunction, the spare parts needed and age of the appliance (the reparability warranty lasts for up to 15 years). They also benefit from a warranty covering the whole product for six months after the repair has been done.
This repair package has been offered for all the Group's brands in France since mid-2020. Consumers can purchase the repair package directly on the brands' websites, then follow the instructions to send the product or take it to an approved repair center.
In 2021, the service was expanded to Spain, Portugal and Italy (for Tefal, Moulinex, Rowenta and Krups). It will be extended to the rest of Europe in 2022 and then to North America.
At Groupe SEB, we share the daily life of our consumers and are committed to carrying out new projects that meet their evolving needs, while being part of the long term. The launch of repair packages will allow us to strengthen our direct link with our consumers. This new offer is in line with our sustainable development policy and was expected by our consumers who have become active consumers. It has a dual objective: to facilitate the use of our products for many years, and to support the profession of independent repairers by providing them with additional activity and fair remuneration.