Warranty and complaints
Warranty
We pay close attention to the quality of our products and ensure that every order is carefully packed and dispatched. Nevertheless, a product may occasionally be damaged during transport or develop a fault later.
All our products come with a minimum 2-year warranty. This warranty does not limit your statutory rights as a consumer. A product must meet the standards and performance that you may reasonably expect from it.
If you discover a fault, please contact us as soon as possible. Notification within 2 months after discovering the fault will always be considered timely.
If the fault is covered by the warranty or your statutory conformity rights, we will provide an appropriate solution free of charge. Depending on the circumstances, this may involve repair, replacement or a refund.
Additional warranty
A longer additional warranty can be activated for certain heating products:
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Heating mats: lifetime warranty after completing and submitting the warranty form.
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Foil underfloor heating: 10-year warranty after completing and submitting the warranty form.
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Thermostats and all other products: minimum 2-year warranty.
The additional warranty is subject to the conditions stated on the warranty form and in our warranty terms. Please retain your proof of purchase, installation photographs, measurement readings and completed warranty form.
Damage caused by incorrect installation, improper use, modifications to the product or failure to follow the installation instructions may be excluded from the additional warranty. Your statutory rights remain unaffected.
Making a warranty claim
If a product is faulty, contact us at [email protected] and include:
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Your name and order number
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The product concerned
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A clear description of the problem
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Photographs or videos of the product and installation
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Measured resistance values, where applicable
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The completed warranty form, where applicable
We will assess your claim and contact you regarding the next steps.
Complaints
If something does not go as expected, please first send your complaint to [email protected]. Include your order number and a clear description of the complaint. We will work with you to find an appropriate solution.
If the complaint cannot be resolved, you may submit the dispute for mediation through WebwinkelKeur: