Warranty conditions

Warranty start date

The warranty starts by default from the invoice date. Only when the manufacturer states otherwise in writing can another start date apply. This may include product registration, delivery date or commissioning date when explicitly required by the manufacturer.

Therefore, always keep your invoice, serial number, installation documentation and any maintenance reports. These details may be required when assessing a warranty request.

Warranty does not automatically mean fault-free use

A warranty period does not mean that every issue automatically falls under warranty. First, the cause of the fault or damage must be assessed. Causes such as incorrect installation, contamination, lack of maintenance, incorrect application or external circumstances are not covered by manufacturer warranty.

Only after technical assessment can it be determined whether there is a defect that falls within the manufacturer warranty.

Warranty for business customers

For business customers, Hewa applies the manufacturer warranty of the manufacturer. Business customers are responsible for correct product selection, correct application, professional installation, compliance with manuals and being able to prove maintenance and installation conditions.

• Warranty is assessed according to manufacturer conditions.
• Complaints and faults must be reported in time and in full.
• Installation and maintenance proof must be provided upon request.
• Labour costs, call-out costs, installation costs and consequential damage are not included as standard.
• If warranty is rejected, investigation, transport and repair costs may be charged.

Warranty for consumers

For consumers, statutory conformity also applies in addition to manufacturer warranty. This means that a product must meet what the consumer may reasonably expect from the product. Correct installation, normal use, maintenance and compliance with instructions remain important.

• The manufacturer warranty applies according to the manufacturer’s conditions.
• Statutory consumer rights remain applicable.
• Damage caused by incorrect installation, incorrect use or lack of maintenance is not covered by warranty.
• When installation is carried out by third parties, installation liability lies with the relevant installer.
• Warranty requests are first technically assessed through a fault ticket.

What do you need to provide?

For a quick assessment, a warranty or fault ticket should be submitted as completely as possible. Incomplete reports may delay the assessment.

• Invoice number or order number
• Product name, article number and serial number if available
• Clear description of the fault or complaint
• Photos of the product, type plate and installation
• Error code, display message or fault history if available
• Installation photos and connection diagram if relevant
• Maintenance proof, maintenance report or service registration
• Any measurement values, water analyses or system data

Repair and transport

For a defective system that falls under warranty, Hewa offers, where possible, free transport to and from our warehouse and free repair at our location. Repairs are generally carried out at Hewa, by the manufacturer or by an appointed service party.

Repair at the customer’s location is not included as standard. This only takes place after assessment, by agreement and when technically and practically possible. For minor repairs, another suitable solution may be chosen in consultation.

Maintenance is required

To preserve warranty, maintenance must be carried out according to the manual, technical documentation and manufacturer instructions. This applies, among others, to heat pumps, air conditioning systems, pellet boilers, boilers, solar boiler systems and other technical installations.

The customer must be able to prove maintenance with maintenance reports, invoices, photos, service registration or other evidence. If maintenance is missing, incomplete or not demonstrable, this may lead to rejection of warranty.

Examples of maintenance obligations

• Periodic inspection according to manufacturer instructions
• Cleaning of filters, heat exchangers, grilles and components
• Inspection of safety devices, pressure, temperature and fittings
• Inspection and replacement of magnesium anodes in boilers where prescribed
• Inspection of water quality, dirt separators and system contamination
• Maintenance of burner, flue gas path or fans in combustion appliances
• Registration of service visits and completed work

What is not covered by warranty?

• Incorrect or improper installation
• Installation by an unauthorized or non-certified party when certification is required
• Use contrary to the manual, technical documentation or manufacturer instructions
• Insufficient, incorrect or non-demonstrable maintenance
• Damage caused by contamination, limescale, corrosion, magnetite, sludge or incorrect water quality
• Frost damage, overvoltage, lightning, fire, leakage due to external cause or transport damage after delivery
• Repairs, modifications or disassembly carried out without permission
• Normal wear, consumables or maintenance parts when excluded by the manufacturer
• Damage caused by application outside the technical specifications

Costs not included as standard under warranty

Product warranty does not automatically cover all additional costs. Unless agreed otherwise in writing or confirmed by the manufacturer, the following costs are not included as standard under warranty:

• Labour costs from third parties
• Call-out costs
• Disassembly and installation costs
• Downtime, business damage or consequential damage
• Rental of replacement equipment
• Costs due to incorrect installation or incorrect application
• Investigation costs in case of an unjustified request
• Transport and return costs when warranty is rejected

On-site service

Hewa generally does not carry out repairs at the customer’s location. Assessment or repair is usually handled through our warehouse, the manufacturer or an appointed repair party. On-site service is only possible after assessment, by agreement and when practically feasible.

For minor repairs or simple component replacement, a suitable solution may be chosen in consultation. However, this does not create an automatic right to on-site service.

Transport under warranty

When a warranty claim is justified, Hewa may arrange transport to and from our warehouse free of charge. When the request is unjustified or the defect falls outside warranty, transport costs and additional costs may be charged to the customer.

The method of transport, packaging and return instructions are always agreed in advance. Products must be properly packed to prevent additional damage.