For your peace of mind, we offer a warranty on all our products.
If you want to exercise your right to a guarantee, please contact us and we will guide you in the process.

WHAT YOU GET?

WARRANTY

6 MONTHS - 5 YEARS

FAST RESPONSE

AGENT SUPPORT

WARRANTY SERVICE POLICY

All products provided by BALKAN ENERGY have a warranty period that complies with the requirements of  the European legislation. Variations in product subgroups are possible. For specific information, please see the documentation that comes with your product.

1. The product guarantee shall be valid only if it is accompanied by:
- Original purchase document (receipt, invoice, lease agreement).
- Other documents.

1.1 BALKAN ENERGY reserves the right to refuse warranty service if the data filled in the warranty card has been altered, crossed out or added to.

2. In the event of a breakdown, BALKAN ENERGY's obligations are:
- To bring the defective product in compliance with the sales contract, within the legal deadline.
- Replace the defective product at its discretion.
In the event of replacement of the product, it may be replaced by the same model or by another equivalent model which has the same functional and technical characteristics as the original product.

3. The guarantee does not cover any of the following:
- Carrying out periodic inspections, servicing, repair or replacement of parts worn out as a result of normal operation.
- Defects caused by improper use or installation (overload, mechanical damage, shock, exposure to temperature, moisture, liquids, dust, food, beverages, objects, plants, animals, insects, toxic substances or other factors outside the permissible limits), use of the product in a manner other than that described in the Instructions for Use. 
- When the conditions described in the Instructions for Use, for transport, installation, operation and storage are not met.
- Damage caused by electric shocks, thunder, floods, fires, wars, civil disobedience, force majeure, operation of non-standard power supply or other external influences beyond the control of the Manufacturer, Importer and Trader.
- When working with a non-standard power supply network, with other unsuitable or non-standard devices.

4. The guarantee does not limit the rights of the consumer defined by the European legislation.

5. Irrespective of the commercial guarantee, the seller is responsible for the non-compliance of the consumer goods with the contract of sale in accordance with the provisions of the Directive (EU) 2019/2161.

WOOD BURNING STOVES, COOKERS AND BOILERS/PELLET STOVES AND BOILERS:

1. STANDART 2 YEAR WARRANTY

To ensure optimal performance, please connect the heating device to a suitable chimney, adhering to the relevant technical guidelines. Don't forget to operate it in line with the provided instructions. It's advised to have a qualified chimney sweep verify the chimney's suitability. For your peace of mind, we provide a two-year warranty on the heating device, excluding linings such as tiles, natural stone, metal and components subject to normal wear and tear. Moreover, we offer a voluntary SPARE PARTS WARRANTY*. 
In cases where the stove or heating insert is water-bearing, proper integration into the heating circuit is essential. Incorrect connections can impact the longevity of your unit. Keep in mind that any damages arising from on-site installation errors are not covered by our warranty or guarantee.
 Some examples of components not covered include: 

• Seals like door and window seals 
• Combustion chamber linings/tiles made of fireclay, special ceramics, or vermiculite 
• Combustion chamber panes 

It's important to note that our guarantee and warranty do not extend to damages caused by: 

• Cracks or rust due to thermal overload (operating above permissible fuel quantity) 
• Improper operation, use, and maintenance 
• Damaged electronics caused by electric shock or improper use of the unit
• Disregarding assembly and operating instructions 
• Use of unsuitable fuels 
• Malfunctions due to local conditions like insufficient chimney draft or impaired combustion air supply 
• Rust formation from excessive moisture or aggressive cleaning agents 
• Discoloration of stove paint from thermal overload 

While unit paint withstands temperatures within the combustion chamber, some surface corrosion may occur due to environmental factors and fuel characteristics. This is normal and won't affect the unit's lifespan. Remember, using unsuitable fuels or overloading the heating device can cause premature wear not covered by our warranty or guarantee. The warranty starts on the day of delivery or assembly. We rectify complaints by repairing or replacing the affected component. Transport and installation costs are not reimbursed unless specified. For complaints, please contact us with photographic documentation if needed. We will decide the best course of action to address the issue. The warranty is void if the unit is not installed and tested by a competent installer and in accordance with the instructions contained in the installation guide accompanying the unit.

2. SPARE PARTS WARRANTY:

2.1. Wood burning stoves, cookers and fireplaces:

Spare parts guarantee program cover components subject to normal wear and tear such as:

• Gaskets
• Seals
• Glass panes 
• Door handles
• All parts that can be removed from the combustion chamber.
• Paint discoloration – providing original factory spray paint

 The guarantee does not cover labor. The warranty is void if the unit is not installed and tested by a competent installer and in accordance with the instructions contained in the installation guide accompanying the unit.

2.2. Solid fuel boilers and pellet stoves and boilers:

Spare parts guarantee program cover components subject to normal wear and tear such as:

• Seals and insulations
• Gaskets
• Glass panes 
• Door handles
• All parts that can be removed from the combustion chamber
• Electronics (1 time per part type)
• Paint

The guarantee does not cover labor. The warranty is void if the unit is not installed and tested by a competent installer and in accordance with the instructions contained in the installation guide accompanying the unit.
 

 

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