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The T-Fal ACTIFRYER I purchased from your company never should have been sold to a customer in North America (CANADA). Your electricity is 50hz @ 220v. CANADA is rated at 60hz @ 120v. The T-Fal unit cannot be used in North America and should not have been sold through AMAZON.UK. Additionally, the return authorization accepted by AMAZON's return notice approval, followed by your companies return instructions cannot be serviced from CANADA to GERMANY. Question: The order was initiated from the UK, why was the unit sent from GERMANY adding 1,600km to the shipping expenses? Your recommended return service doesn't apply - read the following chat with "EVRI RETURN." Evri Help
How can we help you today?
Thank you for contacting EVRi International.
03:03 PM
Maren will handle your chat
You are now connected to one of our agents.
03:03 PM
Welcome! You are now speaking with Maren. How may I assist you today?
Maren
03:03 PM
I'm returning an item back to Germany from CANADA. When filling out the document all was fine until your document required a number
You
03:04 PM
I am very sorry to hear this, Miles. Can you confirm what message you received while booking this order?
Maren
03:05 PM
Sorry - Required a pickup date and the screen wouldn't take anything
You
03:05 PM
Can you try refreshing the page, please? There must be an error on the website.
Maren
03:06 PM
Your system doesn't allow for a refresh - If I back track I'll loose this connection
You
03:08 PM
Do you have a shipping outlet in TORONTO - Address please
You
03:09 PM
The collection date for your parcel is tomorrow, Miles. If the system won't allow you to change it, we can change the collection date once you booked the parcel.
Maren
03:09 PM
How would I alter the date and have the pickup Friday morning October 17
You
03:10 PM
If the website won't allow you to alter the date. You can book the order now and I can alter this once it's booked.
Maren
03:11 PM
You can assist with the booking now?
You
03:12 PM
Sure, you can place your order now, Miles. Once this is placed, you can send the order number through this chat, so, I can alter the pick-up date for you.
Maren
03:13 PM
Pickup loc: Miles ROY 51 SANDWELL DR., ETOBICOKE, ON., CANADA M9R3R4 [protected] miles.m.h.[protected]@gmail.com Friday, October 17th, 2025
You
03:15 PM
Thank you. Would you like me to book the order for you instead?
Maren
03:16 PM
Send package to: SotelGmbh (Ruckware / Return EORI DE1942
You
03:20 PM
Could I perhaps confirm the weight (kg) and dimensions (length, width and height) of this parcel please?
Maren
03:21 PM
5.9k 40 x 40 x 27cm
You
03:21 PM
Thank you.
Maren
03:21 PM
Can you confirm what service have you selected, please? https://international.evri.com/quotes?col=219&dest=23&mdd=0&p=1~5.9|40|40|27"eType=Default
Maren
03:22 PM
Courier Standard Tracked Delivery 7-10 Working Days £10.86 plus 200.00 insured
You
03:24 PM
Thank you.
Maren
03:24 PM
Can you confirm the parcel content and it's value, please?
Maren
03:26 PM
I have the CANADA CUSTOMS Doc
You
03:26 PM
T-Fal AIRFRYER 2 IN 1 - Value listed $265.45CDN
You
03:27 PM
Can you confirm how much is it worth?
Maren
03:27 PM
Thank you.
You have free protection on your items for up to £20.00. Would you like to protect your items for the full value of £265.45 for only £12.27 exc VAT?
Maren
03:28 PM
Yes
You
03:28 PM
Thank you.
Maren
03:29 PM
Sorry for the delay, Miles.
Maren
03:32 PM
Sadly, we can only send orders from UK to Germany. We are not allowed to send from Canada to Germany.
Maren
03:33 PM
What can you recommend
You
03:33 PM
I can only recommend to book this using another courier. So sorry.
Maren
03:35 PM
Is there anything else I can assist you with whilst you are online with me?
Maren
03:37 PM
Sorry - temporarily lost the connection. It seems that the seller knew exactly what was going on here. In CANADA and the USA we would refer to companies like this as CROOKS or Schuster. Thank you anyway. Have a nice day.
You
AMAZON.UK will be sent a copy of this
Claimed loss: Order Total: (L192.17) (CA $368.20)The unit cannot be used in CANADA. AMAZON Return Authorization ID: DVmb5YxpRRMAOrder ID: [protected]
Desired outcome: Full Refund without further shipping costs
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The photos provided were not the unit in question
The photos origionally sent were the wrong ones - The photo required is this one
