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We will only provide a guarantee for equipment which can be shown to have been con-
nected and set up by an approved installer or another recognised professional.
Complaints:
Complaints about delivered goods relating to obvious faults must be made in writing within
14 days of receipt. If the raw materials used to date are no longer available, we are entitled
to replace with alternative materials. The customer is not entitled to withhold an amount of
the purchase price due to a fault which is disproportionate to the fault. If they do so, then
they lose their right to a guarantee.
Guarantee conditions
The purchaser of a new stove in Germany is entitled to a guarantee. In other countries the
guarantee offered by the foreign distributor applies. Entitlement to the guarantee must be
proved by means of an invoice, delivery note and guarantee document and is not transfer-
able. The guarantee period starts from the date of the purchase document. If the customer
withholds a disproportionate amount of the purchase price as a result of a fault, then they
lose their right to a guarantee.
1. Within the guarantee period we will correct all faulty functioning, which can be proven to
derive from defects in manufacture or materials. No work under guarantee is due if
there are minor deviations from the expected appearance, which have no impact on the
performance of the equipment, such as damage due to abnormal environmental condi-
tions.
2. Damage due to non-respect of the instructions for use or for installation, due to connec-
tion to unsuitable chimneys or other construction factors or incorrect electrical current
are excluded from the guarantee. The guarantee is invalid if work is carried out by non-
approved persons without our explicit written agreement or if replacement parts from
other sources are used. Faults due to incorrect work by third parties to adjust or move
fume extraction installations are not covered by this guarantee.
3. The correction of faults which we accept will be completed by the faulty parts being
either repaired or replaced by fault-free parts, according to our decision, free of charge
and as quickly as possible. We reclaim ownership of parts which are replaced. The
necessary replacement parts and working time required for the repair are not billable. If
the materials which were used previously are no longer available, we have the right to
substitute alternative materials.
4. Ancillary costs are not charged during the first 12 months from the date of purchase.
After that, a flat-rate travel fee and any other costs which may be incurred for the trans-
port of equipment to and from the customer service workshops or to our factory will be
invoiced. The costs for any adjustments which arise because the items purchased have
been moved to another place than the residence or place of work of the recipient are
charged to the recipient, unless the delivery was part of the normal use of the item.
5. The period of the guarantee is not extended or restarted from the date of repair or re-
placement of parts. The term of the guarantee for any parts added at a later date ex-
pires on the date of expiry of the guarantee on the stove itself.
6. If repairs fail to fix the problem, we are prepared, if the customer requests it, up to 6
months from the date of delivery, to provide a free replacement for the item purchased,
to reduce the purchase price or to take back the item purchased. This last does not ap-
ply when the guarantee covers construction work.
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