Narwal Warranty and Service: Claims, Narwal Care Prices, and Battery

Narwal’s US warranty is one year, and Narwal’s support center says it starts on the date you receive the product. A claim needs the serial number and the original invoice or receipt, and starts with Narwal support at support.na@global.narwal.com. The warranty excludes battery wear. Narwal Care, a paid extension run by Servify, covers battery failure and costs $49 to $119 depending on the model and whether you pick 1 or 2 years. Narwal’s pages do not give repair prices.

Last reviewed: October 2026. Terms come from Narwal’s US warranty policy, its support center, and its Narwal Care terms. None of these pages shows an issue date. Prices are the extended-plan prices on Narwal’s US site when we checked.

What the warranty covers

Length: one year for purchases outside the European Union and Switzerland, which includes the US. Narwal’s support center says it starts when you receive the product.
Covered: defects in material and workmanship under normal use. Narwal decides whether to repair the product, exchange it for an equivalent, or exchange it for a newer model.
Not covered: consumables, normal wear and tear including battery wear, misuse and accidents, unauthorized modifications, purchases from unauthorized sellers, and non-household use.
Repairs: a repaired or replaced part carries the rest of the original warranty period. A repair does not extend it. Parts Narwal replaces become its property.
Shipping: Narwal pays shipping to and from you only inside the country of purchase. It does not offer cross-border warranty service.
Transfer: not addressed in either document. The warranty is for products bought for personal use.

How to make a claim

Find the robot’s serial number and the original invoice or receipt showing the purchase date and product details.
Email Narwal customer service at support.na@global.narwal.com, which Narwal lists for the US and Canada.
If you bought from a reseller, Narwal says to contact that seller first.
Narwal may ask you to ship the product for examination. If it turns out not to be covered, Narwal says it may charge for freight, labor, and materials.

Narwal Care extended plan

Narwal Care is administered by Servify. It is a one-time payment, can be bought up to one year after you buy the robot, and starts when the manufacturer’s warranty ends. Narwal lists these prices, with a $0 service fee:

Freo Z Ultra: $79 for 1 year, $119 for 2 years.
Freo X Ultra: $69 for 1 year, $109 for 2 years.
Freo X Plus: $49 for 1 year, $79 for 2 years.
S10 Pro: $49 for 1 year, $79 for 2 years.
Freo: $69 for 1 year, with no 2-year option.

Covers: mechanical breakdown, battery failure, and power surges. Repairs are unlimited up to the MSRP of the device, with one replacement at Narwal’s discretion.
Claims: through narwal.servify.com, narwalcare@servify.com, or 1-833-313-3331. Servify sends a prepaid shipping label, and the robot is inspected at an authorized repair center. Shipping is free if the claim is covered.
Cancellation: a full refund within 30 days if you made no claim, and a prorated refund after that, minus any claim costs.
Not eligible: Narwal says the plan does not apply to the T10. Models such as the Flow and Freo 20 are not in the price list we saw.
What we could not find: a full list of exclusions and whether the plan transfers to a new owner.

Battery

The standard warranty excludes battery wear and has no separate battery period.
Narwal Care lists battery failure as covered.
Narwal’s error code index says error 1140 indicates a non-OEM battery and tells you to contact Narwal about a return and replacement. See Narwal error codes.

For battery prices across brands, see robot battery replacement costs.

After the warranty ends

Narwal Care: if you bought it, claims go through Servify, not Narwal’s warranty line.
Narwal support: the pages we read do not publish repair prices or say whether paid repair is offered. Ask support with your serial number.
Troubleshooting first: Narwal’s support center lists guides for a robot that will not return to its base, strange noises, and cleaning problems. Many error codes clear with a restart or by cleaning the part.
Replace the robot: compare any quote with the price of a new robot. See repair or replace a robot vacuum.

Independent repair shops are covered in who repairs home robots. We did not find a shop that lists Narwal by name.

Frequently asked questions

How long is the Narwal warranty?

One year in the US. Narwal’s policy sets one year outside the EU and Switzerland, and its support center says it starts on the date you receive the product.

Does the Narwal warranty cover the battery?

No. Narwal’s policy excludes battery wear. The paid Narwal Care plan lists battery failure as covered.

How much does Narwal Care cost?

From $49 for 1 year on the Freo X Plus and S10 Pro, up to $119 for 2 years on the Freo Z Ultra. Prices differ by model, as listed above.

Does Narwal’s warranty work outside the country I bought in?

No. Narwal says the product is not eligible for cross-border or international warranty service.

Who do I contact for a Narwal warranty claim?

Email support.na@global.narwal.com in the US and Canada. If you bought from a reseller, contact the seller first.

Related guides

Sources

Home Robotics Services is an independent reference site. It is not affiliated with Narwal or Servify.

Narwal Warranty and Service: Claims, Narwal Care, and Battery