Do you have questions about our products? Here you will find answers to frequently asked questions.
In general, we offer a 36-month warranty on our TOPSTAR products, calculated from the date of purchase. Complaints are handled by the respective retail partner, which means that in order to claim the warranty, the defect must be reported to the retailer.
Do you have questions? We have the answers.
Warranty service
We provide a 36-month guarantee for all TOPSTAR products manufactured by us, including all Topstar GmbH brands, calculated from the date of purchase. The guarantee covers all material and manufacturing defects, provided we confirm the defect positively in our inspection. In this case, we will send you the defective parts. The guarantee does not apply if the defect is due to
- the peculiarity of natural products, i.e. in particular nuances in the structure or color of the components used for manufacture, such as wood and leather,
- the unusual wear and tear of wearing parts (e.g. castors, armrests and upholstery fabrics) – this is based on an average of 8 hours of use per day; if you use the product for longer than this (e.g. in shift work), the guarantee is shortened accordingly,
- Careless handling (e.g. impact, tear and cut damage),
- non-compliance with the operating instructions, safety and maintenance regulations,
- operating errors,
- extreme climatic conditions (e.g. extreme heat and/or humidity), or
- damage caused by natural hazards (e.g. lightning, water, fire, frost)
The guarantee is only valid within the European Union (including Switzerland and Liechtenstein). The statutory warranty is not limited by our guarantee.
The height adjustment does not work. What can I do?
After you have assembled the chair, make sure that the plug connection is firmly inserted in the seat.
If you want to adjust the height of the swivel chair, pull firmly on the right-hand lever under the seat (seen sitting on the chair). But don’t forget: Don’t put any weight on the seat!
If the chair still does not move up, you can support it by pulling up on the seat. The best way to do this is to stand on the base on the floor and pull the lever with your right hand and the seat upwards with your left hand.
How can I replace the lift mechanism on my office chair?
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The chair has a conical plug-in connection that can be loosened using a rubber mallet or a conventional hammer. To remove the seat support, tap the metal plate under the upholstered seat with a rubber mallet or a conventional hammer to release the chair’s plug-in connection. To detach the Toplift from the base, tap alternately on the five feet. ATTENTION: When using a conventional hammer, tap carefully on the 5 feet and place a piece of wood underneath if necessary. |
How can I replace the lift on my stool?
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The stool has a conical plug-in connection that can be loosened using a rubber mallet or a conventional hammer. To remove the seat support, tap the metal plate under the upholstered seat with a rubber mallet or a conventional hammer to release the chair’s plug-in connection. To detach the Toplift from the base, tap alternately on the five feet. ATTENTION: When using a conventional hammer, tap carefully on the 5 feet and place a piece of wood underneath if necessary. |
How can I take my chair apart again?
In general, you can disassemble the chair by following the assembly instructions in reverse. Basically, you only need to loosen a few screws or hand wheels. You can find out how to detach the seat from the lift and the base under point 2).
How can I remove the backrest again? (Synchronous mechanism)
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The chair has a conical plug connection that can be loosened using a rubber mallet or a conventional hammer. To remove the seat support, tap the metal plate under the upholstered seat with a rubber mallet or a conventional hammer to loosen the chair’s plug connection. To release the Toplift from the base, tap alternately on the five feet. CAUTION: When using a conventional hammer, tap the 5 feet carefully, placing a piece of wood underneath if necessary. |
How can I remove the backrest again? (Permanent mechanism)
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The chair has a conical plug connection that can be loosened using a rubber mallet or a conventional hammer. To remove the seat support, tap the metal plate under the upholstered seat with a rubber mallet or a conventional hammer to loosen the chair’s plug connection. To release the Toplift from the base, tap alternately on the five feet. CAUTION: When using a conventional hammer, tap the 5 feet carefully, placing a piece of wood underneath if necessary. |
What is the large adjustment wheel in the middle of the mechanism for?
The hand wheel is used to adjust the backrest strength when the tilt is activated. With this spring force adjustment, you can individually adjust the resistance of the backrest, i.e., if you want a different resistance, you can turn the hand wheel several times to the right or left to make it firmer or softer.
How can I mount the casters on the base?
The casters have small open metal rings from the factory, which later hold the caster pin in the base. The pin must be completely sunk into the base.
It is best to turn the base upside down and press the casters in from above. Hold one arm of the base on the floor with one hand. With the other hand, take a caster and place it slightly diagonally at the hole in the caster mount. Then press the castor pin firmly into the hole while making circular movements until it is completely sunk in. The circular motion compresses the metal ring slightly, making it easier to insert. In difficult cases, you can also grease the pin a little.
The casters roll very poorly. What could be the reason for this?
Please note that the castors on our chairs are designed for carpeted floors as standard. For laminate, cork, and parquet floors, we recommend our hard floor castors and, ideally, a floor protection mat. You can purchase a suitable floor protection mat from our retail partners at any time. Click here to find a retailer.
In addition, our castors are always equipped with safety brakes. They only release when the chair is loaded, thus preventing the chair from moving unintentionally when it is unloaded.
The backrest does not hold its height setting. What could be the reason for this?
Some backrests can be adjusted in height using a so-called grid adjustment mechanism. Slowly pull the backrest upwards (you should be able to hear the grid steps) and adjust it to the desired position. But be careful – if you pull the backrest all the way up, the grid mechanism will release and the backrest will fall back down.
The height adjustment on my e-table no longer works. What could be the cause?
If the desk cannot be raised or lowered, first check the connection between the switch box and the power outlet. If the height adjustment still does not work, you can perform a manual reset. To do this, press and hold the up and down buttons simultaneously for at least 8 seconds. Hold them down until the tabletop slowly moves down and stops at the lowest point. The reset is then complete and the height adjustment should work again. |
Care instructions
The upholstery can be cleaned using standard upholstery cleaning agents. All plastic parts can be kept clean using mild or diluted household cleaners. MAINTENANCE: Please check and tighten all screw and plug connections at regular intervals. Loose screw connections compromise safety! In this case, the chair must no longer be used.
Do you still have unanswered questions or are you stuck?
Then please contact our customer service using the form or send us an email at kundenservice@topstar.de – we will be happy to help you!
