Customer Support

To ensure we provide our clients with accurate and efficient support, customers/installers are requested to provide the following information, supporting documents and photos in order to activate and expedite technical or warranty support through authorized Cinderella® Dealers, Distributors or Cinderella® ECO Group. Please note that some information is required to submit your request.

A correctly installed and well-maintained Cinderella toilet benefits from an industry-leading 3-year warranty for residential applications. A limited 1-year warranty period is applicable when the product is installed in a commercial and industrial settings. Read More

Which Cinderella model requires support?*

Cinderella Freedom (GAS)

Cinderella Comfort (Electric)

Cinderella Travel (LPG)

Cinderella Urinal

*The image below shows a simplified version of the control panel on your toilet. Note the light signals from the control panel of your toilet and reproduce these in the correct field below. All fields must be filled.

Enter the RED LED signal:*

Enter the YELLOW LED signal:*

Enter the GREEN LED signal:*

Cinderella® Comfort Appliance Rating Plate

Cinderella® Serial Number*

You can find your serial number on the back of the unit or under the lid. Alternatively, the serial number of each unit can be found on the original product packaging. Please reference appliance rating plate image above.

What type of application?*

Examples: Residential - single family residences. Commercial applications - rental properties, businesses, Airbnb, etc.

Residential

Commerical

Where is the unit installed?

Photo of exterior ventilation (including chimney cap and air intake)*

Photos of general area of the installation (interior)*

Photos of inside the ash bowl*

Photos of Electrical and/or gas connections*

General description or events leading up to the problem.*

First name*

Last name*

Email*

Phone number

Country/Region*

State/Region*

Purchase date*

When was the unit purchased?

Year-Month-Day

Installation Date

When was the unit installed?

Year-Month-Day

Dealer where Cinderella® was originally purchased?*

Troubleshooting steps already taken? Check all that apply*

Addressed issue with your local dealer/installer

Catalyst Rinse performed (recommended after 1000 liners)

Checked for obstructions in flue pipes (chimney and intake)

Checked thermostat bi-metal (Check fuse was not triggered on right hand side of toilet.

Electrical and/or gas specifications are conforming

Reset the toilet (hold "start" button down for 8 seconds)

Steam clean performed (Recommended weekly)

Ventilation specifications are conforming

Other (please refer to additional information)