How can I tell whether a product is in stock?

Products available immediately display “Dispatched within 24–48 hours”. In the exceptional event of a partial stock shortage, we reserve the right to split delivery into several parcels, at no additional cost to you.

Where can I download my invoice?

Your invoices (with prices shown excluding and including VAT) can be downloaded at any time from your order tracking page, accessible through your customer account.

What should I do when I receive my parcel?

You must inspect the condition of your parcel in the presence of the delivery driver. If the parcel is damaged, make very specific reservations on the delivery note and take photographs. (The statement “subject to unpacking” has no legal value.) In the event of a dispute or breakage: notify our after-sales service by email within 48 hours. In the event of loss (parcel not delivered): notify us within a maximum of 10 days after the dispatch notice so that we can open an investigation and arrange a replacement or refund.

What happens if I do not return my CO₂ cylinders?

If you fail to return them within 60 days, a penalty of €20.00 incl. VAT per missing cylinder will be charged to your bank card.

I want to stop using Hexatrap: how can I return my cylinders permanently?

To return your cylinders without purchasing new ones, request a free return label from our after-sales service. For every cylinder returned permanently in good condition, we will pay you a €2.00 incl. VAT return bonus.

How do I manage or cancel my consumables subscription?

Our subscriptions are non-binding. You can suspend or cancel them at any time through your customer area. For a cancellation to apply to the current cycle, it must be made at least 48 hours before the scheduled dispatch date . After that deadline, the box will be dispatched and charged, and the cancellation will apply to the following cycle. (Note: Hexatrap reserves the right to cancel a subscription in the event of payment failure or prolonged failure to return gas cylinders.)

What warranties apply to my products?

Machines and devices (traps) are covered by a 2-year warranty from the date of purchase. Spare parts are guaranteed for 1 year. As part of our commitment to repairability, we guarantee the availability of essential spare parts for at least 5 years.

Can my trap be repaired?

For any request concerning a HexaTrap trap, please contact us by email at hello@hexatrap.com and include: Your purchase invoice. Your telephone number. An explanatory email describing your request. A member of our team, based in the heart of the Sologne region, will promptly contact you to provide support and a solution, Monday to Friday excluding public holidays.

How long is the warranty on HexaTrap traps?

All HexaTrap traps benefit from a 2-year parts-and-labour warranty from the date of purchase. After-sales service & contact: for any questions or assistance, contact us at hello@hexatrap.com or through the contact form on our website.

Where can I buy spare parts (cables, nets, fans)?

Sustainability is in Hexatrap’s DNA. Our traps are designed to be repaired, not discarded. You will find all our consumables and accessories directly at hexatrap.com (Consumables section), and spare parts on the long-standing spare-parts website of our parent company, monproduitfavex.fr.

My device has broken down or I have a technical issue. How can I contact you?

To guarantee prompt handling, a written record of your case and in-depth technical expertise, our Customer Service department operates 100% digitally. If your device (Hexatrap, HexaSafe or HexaCatch) malfunctions, do not panic. Our team of experts based in France, in the Sologne region, is ready to help. Write to us directly at hello@hexatrap.com or use the contact form on our website. For a quick diagnosis, please always include in your message: Your order number or purchase invoice. A precise description of the issue encountered. Optional but very useful: photographs of where your trap is located in your garden, or a short photo or video of the fault. Often, a simple change of location will solve the problem. We are committed to providing a personalised response and solution as quickly as possible, Monday to Friday.

Can the device operate continuously, 24 hours a day?

Yes. The device is designed to operate continuously, 24 hours a day. It can also be programmed in 4-, 6- or 12-hour cycles to suit your needs. However, when the area is heavily infested with mosquitoes, especially if the device is installed during peak season, we recommend continuous operation to regulate the population effectively.

Where do I place the refill in the device?

The HexaTrap has a capsule designed to hold a 10 g dose, which lasts approximately one month. This capsule can be installed: Under the flap located in the net, or Directly in the net.

What is the HexaTrap's power consumption?

The HexaTrap has a power rating of 5 W. In continuous 24-hour operation, it consumes approximately 0.12 kWh per day, or 3.6 kWh per month. As an indication, this represents a cost of about €0.72 per month (based on an average rate of €0.20/kWh). The device can also be programmed for 4-, 6- or 12-hour cycles, which reduces consumption. However, in the event of heavy infestation or if installation takes place during peak season, we recommend continuous operation for optimum effectiveness.

Can we activate the modes from the first day?

Yes. If the device is installed at the very start of the season, you can activate the programmed modes (4, 6 or 12 hours). However, for optimum results and to capture females quickly in order to prevent breeding, we recommend 24-hour operation. If the device is installed during peak season, it is strongly recommended that it is left running continuously.

How far from the area to be protected should the HexaTrap be placed?

We recommend positioning the HexaTrap between 6 and 12 metres from the area to be protected. Placing the device right next to you will not protect you; on the contrary. The aim is to attract mosquitoes before they reach your living area.

How do I find the best location?

Ideal conditions: Install the device outdoors when the average temperature is above 15°C. Place it away from direct sunlight, strong winds and heavy rain. Choose a damp area near vegetation, where mosquitoes like to rest. Keep 50 cm of clear space above the trap for good air circulation. Keep a distance of 6 to 12 metres from the area to be protected to avoid attracting mosquitoes towards you. Why this distance? Placing the device right next to you will not protect you: it would attract mosquitoes to your position before they are captured. The aim is to intercept them before they reach your living area. Best locations: Shaded, sheltered areas (leaves, hedges, bushes). Near damp areas (cellars, drains, dense vegetation). Avoid areas that are too windy, as this can reduce the effectiveness of the attractants.

Can the device be moved once it is in operation?

Yes, the HexaTrap can be moved after installation. If results seem limited after a few days of operation, we invite you to try a new location to optimise effectiveness. To assess the device’s performance, do not rely solely on the number of mosquitoes in the net, as some may disintegrate. The best indicator is how you feel: if you can enjoy your outdoor space again without being bothered by mosquitoes, the device is doing its job.

What is the maximum area that the device can cover?

The HexaTrap is designed to cover an area of up to 300 m². During installation, it is essential to ensure that no hedge, fence or change in level obstructs the diffusion of attractants, so as to ensure optimum effectiveness and cover the stated area.

Can my device stay outdoors in the rain?

Yes. Your device is designed to withstand splashing water (IPX4 protection rating), and its transformer is fully waterproof (IP68). However, in severe weather (heavy rain, thunderstorms or strong winds), we recommend bringing the device indoors to avoid any risk of damage.

How do I maintain the HexaTrap during the season?

Before any maintenance, switch off and unplug your HexaTrap. If the device is used frequently and the mosquito population is high: Clean the net once a week with water (do not use abrasive products). Remove leaves or other items that could obstruct airflow. Optimum airflow is essential for attractant diffusion and mosquito suction.

What should I do with my HexaTrap during winter?

To prepare your HexaTrap for winter, follow these steps: Complete cleaning — never use abrasive products: Use clean water and a microfibre cloth to clean the outside and inside of the device. Remove all insects, leaves and cobwebs. Dry the device thoroughly before storing it. Rinse the net with clean water. Storage: Place the device in its original box and store it in a dry room. If you no longer have the box, put the device in a sealed rubbish bag to prevent insects from nesting in it during winter storage.

The suction on my device is weak. Is this normal?

Yes, this is perfectly normal. The HexaTrap is not a powerful vacuum cleaner. Its relatively low suction is intentional, so that it targets only mosquitoes and limits the suction of larger insects. Please be patient: captures gradually increase after a few days, then decline once the population is controlled. The HexaTrap cannot eradicate 100% of mosquitoes in the area, but it delivers a significant and effective reduction. Check regularly that no leaves, twigs or other items are blocking the airflow, as this could reduce the effectiveness of suction and attractant diffusion.

What area can this trap protect?

The Hexatrap CO₂ Capture covers an area from 50 to 500 m². Please note: if your grounds are very large, have terraces or retaining walls, or are split in two by your house, the CO₂ cannot travel around walls. You will then need one device per “living area” for optimum coverage.