Customer service & advice
Find everything you want to know about WINIX here. From choosing an air purifier and replacing filters to smart controls, warranty and maintenance. Quickly find the answer to your question.
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A humidifier adds moisture to indoor air, helping raise relative humidity when it is too low.
This can be particularly helpful during cold periods when heating is used frequently and indoor air becomes relatively dry.
Operation and available settings vary by model.
A relative humidity of around 40% to 60% is considered a comfortable range in many homes.
Humidity that is too low can cause dryness-related discomfort. Persistently high humidity can encourage condensation and mould.
Measure humidity with a suitable hygrometer and take the conditions in your home into account.
An air purifier filters certain particles and pollutants from the air.
A humidifier increases humidity by adding water to the air.
These are two different functions. An air purifier does not automatically humidify the air, and a standard humidifier does not replace an air purifier.
Yes, in most situations both appliances can be used in the same room.
Do not position the humidifier so that moisture or mist enters the air purifier’s inlet directly.
Always follow the placement and maintenance instructions for both appliances.
Regular cleaning is necessary to limit the build-up of limescale, dirt and microorganisms.
Replace the water according to the manual and clean the water tank using the recommended frequency and method.
Only use cleaning products suitable for the model concerned.
This depends on the humidification technology and the recommendations in the manual.
For certain models, water with a high mineral content may cause more limescale build-up.
Do not use fragrances, essential oils or additives unless WINIX expressly permits them for the model concerned.
Many WINIX air purifiers combine a pre-filter, a HEPA filter and an activated carbon filter.
The pre-filter captures larger dust particles. The HEPA filter is designed to filter very small particles from the air. An activated carbon filter helps reduce certain odours and gaseous substances.
The exact filter configuration varies by model.
HEPA stands for High Efficiency Particulate Air.
A HEPA filter is designed to capture very small airborne particles, including pollen, fine dust and pet dander.
The precise filtration efficiency depends on the filter and the test standard. Always refer to the specifications of the WINIX model concerned.
A HEPA filter targets solid airborne particles, such as dust and pollen.
An activated carbon filter is designed to adsorb certain odours and gaseous pollutants, for example from cooking or pets.
Together, they provide a broader approach to different types of air pollution.
For many WINIX models, the recommended replacement interval for the main filter is around twelve months under normal use.
The actual lifespan depends on the model, frequency of use and level of pollution in the room.
Check the filter indicator and always follow your air purifier’s maintenance instructions.
Many WINIX air purifiers have a filter replacement indicator.
When this light comes on, check the filter’s condition and replace it according to the manual.
On certain smart models, you can also check the filter status in the WINIX Smart App.
No. A standard WINIX HEPA filter must not be washed with water unless the specific filter’s instructions expressly allow it.
Water can damage the filter structure and reduce its effectiveness.
Some pre-filters can be cleaned. Refer to your model’s instructions.
Switch off the appliance and unplug it before removing the filter.
On many WINIX models, you can gently remove dust and lint from the pre-filter with a vacuum cleaner or soft brush.
Whether the pre-filter can be cleaned with water varies by model. Check the manual.
A dirty filter can restrict airflow and reduce cleaning performance.
Odours may also be reduced less effectively when the carbon filter becomes saturated.
Timely replacement and regular maintenance help the air purifier operate efficiently.
WINIX recommends genuine replacement filters designed for the model.
A poorly fitting filter may allow air to bypass it and negatively affect performance.
Always check the model number and recommended filter code before ordering a replacement.
Find your air purifier’s exact model number on its rating plate or in the manual.
Then open the filter overview and check which genuine WINIX filter set is suitable for that model.
On many WINIX models, the filter indicator must be reset manually after replacement.
This may involve holding a button for a few seconds, but the procedure varies by model.
Consult the manual for the exact procedure. Only reset the indicator after the filter has actually been replaced.
New filters are often wrapped to protect them during transport and storage.
Remove all protective packaging before using the filter.
An air purifier cannot work correctly if the plastic wrapping remains on the filter.
Select the product you want in the online shop and add it to your cart.
You can then enter your details, choose an available payment method and complete your order.
Once your order is successful, you will receive an email confirmation.
The available payment methods are shown at checkout.
The options may depend on the delivery country and the online shop’s current payment settings.
Delivery charges and any conditions for free delivery are displayed at checkout.
They may vary by country, order or current promotion.
Check the final amount in your cart before placing your order.
The expected delivery time depends on stock availability, the destination and the carrier.
Check the estimated delivery time on the product page and when ordering. After dispatch, you will receive tracking information if available.
Once your order has been dispatched, you will usually receive a shipping confirmation with a tracking link if the carrier supports tracking.
Use this link to check the shipment’s current status.
If you have not received a shipping confirmation, check your spam folder or contact customer service.
Contact customer service as soon as possible if you want to change or cancel an order.
Whether this is still possible depends on the order’s processing status.
Once a parcel has been dispatched, direct changes are generally no longer possible. You may then be able to use the applicable returns procedure.
Check the outer packaging and the contents when the parcel arrives.
If the product is damaged or something is missing, contact customer service and include photos and your order number where possible.
This helps us assess the situation more quickly and offer an appropriate solution.
Available delivery countries are determined by the WINIX online shop’s shipping settings.
Enter your delivery address at checkout to see whether delivery to your country is possible.
If your country is not available, contact customer service to ask about possible alternatives.
The applicable warranty depends on the product, country of purchase and relevant warranty terms.
In addition to any commercial manufacturer’s warranty, you retain the statutory consumer rights applicable to your purchase.
Consult the current warranty terms for the precise coverage and duration.
Go to the Register product page and enter the requested details.
Have your model number, purchase date and, if required, proof of purchase ready.
After registering, you will receive confirmation if the system supports this.
Whether you purchased your WINIX air purifier from our webshop, Amazon or through one of our other trusted partners. Register your WINIX air purifier within 6 months of purchase and receive an extra year of warranty!
See the product registration page for the applicable terms. Your statutory consumer rights remain unaffected.
Under the current WINIX returns terms, you may withdraw from an online consumer purchase within fourteen days of receipt. Contact customer service to request a WINIX return number (WRA) before returning the product.
Consult the current returns terms for the procedure, exceptions and any costs. Your statutory consumer rights continue to apply.
Contact WINIX with your model number, a clear description of the problem and your purchase details.
Photos or a short video can help assess the issue.
Customer service can then guide you through further checks, repair or another appropriate solution.
First check that the plug is properly connected, the socket works and the appliance is correctly assembled.
Also consult the troubleshooting instructions in the manual.
If the problem persists, contact customer service. Do not open or repair the appliance yourself unless the manual expressly permits it.
The serial and model numbers are usually on a rating plate or product label on the bottom or back of the appliance.
The exact location varies by model.
Consult the manual to locate the identification details.
Unpack the appliance and check that all parts are present.
Open the filter compartment and remove any protective plastic packaging from the filters.
Refit the filters correctly, connect the appliance and switch it on. Then choose the desired fan speed or automatic mode.
On supported models, automatic mode uses sensor data to adjust the fan speed.
When the measured air quality changes, the appliance can increase or decrease airflow.
The available sensors and the way automatic mode works vary by model.
Sleep mode is designed to make the appliance operate more quietly at night.
Depending on the model, it lowers the fan speed and reduces or dims certain lights.
Consult the manual for the exact operation of sleep mode on your WINIX appliance.
On many WINIX models, the indicator uses colours to show the measured air quality.
The exact colours, thresholds and measurement methods are model-specific.
Consult the manual to understand your appliance’s indicator. Keep in mind that built-in sensors do not measure every type of air pollution.
Regular maintenance helps maintain good airflow and reliable operation.
Check the pre-filter periodically, remove dust from the exterior and clean accessible parts only as instructed in the manual.
The recommended maintenance frequency depends on the model and its operating conditions.
Do not place the air purifier directly against a heat source.
High temperatures and blocked airflow can negatively affect performance.
Observe the clearances specified in the manual.
An air purifier may work more efficiently when less unfiltered outdoor air or new pollution enters the room.
However, sufficient ventilation remains important for a healthy indoor environment and for removing moisture and CO₂.
Use an air purifier to complement ventilation, not to replace it.
The WINIX Smart App lets you control compatible WINIX appliances from a smartphone and view certain information.
Available features may include changing settings and viewing air quality or filter status.
Features vary by appliance and app version.
Not every WINIX model has Wi-Fi connectivity.
Check the product page or manual to see whether your model supports the WINIX Smart App.
Download the official WINIX Smart App and follow the instructions for adding an appliance.
Enable pairing mode on the air purifier if necessary and check that your smartphone is connected to a suitable Wi-Fi network.
The exact steps and supported network frequencies vary by model. Always consult the current installation instructions.
First check that the appliance is switched on, Wi-Fi is enabled and your smartphone is connected to the correct network.
Also check the network settings and the appliance’s Wi-Fi requirements.
If necessary, restart the app and repeat the pairing process according to the manual.
Compatible models may support remote control through the WINIX Smart App.
The appliance must be correctly connected to the network and the relevant feature must be available.
Check your model’s product information for supported functions.
Certain WINIX models support integration with smart assistants.
The availability of Google Home or Amazon Alexa depends on the model, country and current support.
Check the product page and app to see which integrations are actually offered.
A suitable WINIX air purifier with HEPA filtration can help remove airborne pollen, dust and certain other allergens.
This can reduce the amount of these particles in indoor air.
An air purifier is not a medical treatment and does not replace a doctor’s advice or treatment.
An air purifier can help filter certain airborne allergenic particles, including those from dust mites.
However, dust mites mainly live in mattresses, bedding and upholstery.
Regular cleaning, washing and controlling moisture problems therefore remain important.
A model with a suitable activated carbon filter can reduce certain pet odours.
HEPA filtration can also help capture airborne pet dander and other particles.
Regular cleaning of the living environment and filter replacement are important for optimal results.
An air purifier with suitable HEPA filtration can capture certain airborne smoke particles and fine dust.
An activated carbon filter can help reduce certain gaseous components and odours, but does not automatically remove all harmful substances.
Avoiding or removing the source of smoke and maintaining good ventilation remain important.
A HEPA filter can help capture airborne mould spores.
However, an air purifier does not remove mould growth from walls, ceilings or other surfaces.
Mould problems require addressing the source of moisture and arranging safe removal of existing mould.
PlasmaWave® is an additional air-treatment technology used in various WINIX air purifiers.
According to WINIX, it is designed to help reduce certain airborne pollutants alongside mechanical filtration. Its implementation and available settings vary by model. Consult the official product information and your appliance’s manual.
WINIX describes PlasmaWave® as a technology intended to operate without harmful ozone production.
Consult your model’s official documentation for emissions data, certifications and measurements. A product-specific test result does not mean that every appliance is completely ozone-free under all conditions.
Certain WINIX filters and technologies have been tested under controlled conditions for reducing or capturing specific microorganisms.
These results do not mean that an air purifier removes all bacteria or viruses or guarantees protection against infections.
An air purifier can form part of a broader approach to indoor air quality, alongside appropriate ventilation and hygiene.
By filtering airborne pollen and other allergens from indoor air, a suitable air purifier may help reduce exposure.
The benefit varies from person to person and by situation.
An air purifier does not replace hay fever medication or medical advice.
This may mean the air purifier detects an elevated concentration of certain pollutants.
Possible sources include cooking, dust, smoke, cleaning activities or other sources in the room.
Check for a source of pollution, make sure airflow is unobstructed and check whether the sensors need maintenance according to the manual.
Automatic mode uses sensors that measure only certain properties of the air.
Not every sensor detects every pollutant. The appliance’s position can also affect measurements.
Check sensor operation, possible dirt build-up and the instructions in the manual.
On many models, the filter indicator needs to be reset manually.
Check that the filter is fitted correctly and follow the reset procedure in the manual.
If the indicator stays on, contact customer service.
The fan may automatically speed up when the appliance detects a change in air quality.
Dust build-up, an incorrectly fitted filter or an obstruction to airflow can also cause extra noise.
Check the fan setting and filters. If an unusual mechanical noise persists, switch off the appliance and contact customer service.
An unpleasant smell can have several causes, including a dirty filter, accumulated dust or odours from the surroundings.
Check that the filters are fitted correctly and whether they need replacing.
If you notice a burning smell or other signs of a technical fault, switch off and unplug the appliance immediately and contact customer service.
Check whether the timer, sleep function or other automatic settings are enabled.
Operation can vary by model.
If the appliance keeps switching off unexpectedly, consult the manual and contact customer service if the problem persists.
Check that the appliance is connected correctly and that no lock function is enabled.
Consult the manual for any reset or unlocking steps.
Do not force buttons or dismantle the control panel yourself.
WINIX is a brand focused, among other things, on products that improve indoor air quality.
Its range includes various air purifier models and replacement filters, as well as other air-treatment products depending on the market.
WINIX develops technologies focused on air filtration and ease of use.
On the manuals page, you can search for documentation for your WINIX model.
Use the exact model number where possible to find the correct manual.
Genuine WINIX replacement filters are available through the relevant sales channels and the WINIX online shop.
Always check that the filter is suitable for your model.
Go to the WINIX Europe contact page and choose an available contact option.
For questions about an appliance you already own, include the model number and a clear description of your question where possible.
For order enquiries, it helps to have your order number ready.
The relevant product page lists technical details, including available information on cleaning capacity, noise levels, power consumption and dimensions.
Specifications vary by model.
Use the technical details on the current product page as your primary source.
Visit the WINIX website for current products, offers and information.
If WINIX offers a newsletter, you can subscribe using the dedicated sign-up form.
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