Warranty Policy - Helo RA 18 Produkthandbuch

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User and installation manual RA 18

WARRANTY POLICY

1. General
Products manufactured by Helo Ltd. (manufacturer) are covered by the warranty conditions provided here. The manufacturer guarantees the
quality and operation of their products for the duration of the warranty period.
For the warranty to be valid, the buyer must follow the manufacturer's instructions regarding the placement, installation, usage and maintenance of
the products, as well as instructions regarding the qualities of the heater stones.
This warranty applies to products sold and used within the EU.
2. Warranty for electric heaters, control panels and steam generators.
For family use the warranty is valid for 24 months from the date of purchase or from the date of receipt of the construction site where it is installed,
whichever is later. For any other use the corresponding warranty is 3 months. The warranty for institutional and communal sauna heaters and their
control devices is 12 months. The warranty for evaporators is 24 months, subject to adherence to the conditions in section 2.3. The warranty
period of five (5) years for Premium sauna heaters applies to family use in Finland and in Sweden, in accordance with these warranty conditions.
The warranty for an electric sauna heater is subject to the following conditions:
2.1 The stones in the heater used in an apartment must be rearranged and any crumbled stones must be replaced at least once a year during the
warranty. The stones in the premium heaters must be replaced once a year during the warranty period. Evidence of the exchange must be
provided in case of ANY RECLAMATION.
2.2 The stones in the heater used for institutional/ professional use must be rearranged at least three times a year during the warranty period. In
addition, the heater stones must be replaced at least once a year. Evidence of the exchange must be provided in case of ANY RECLAMATION.
2.3 If the heater has a steam generator, the steam generator must be emptied after every use. Water softening and limescale removal must be
carried out according to the instructions. This clause applies to all steam generators.
2.4 If the heater is integrated in to the sauna benches, the bench model must allow lifting of the lower bench and its frame without tools. The
warranty does not cover the dismantling and reassembly of sauna benches.
2.5 The warranty is valid only when products are used with Helo-control panels.
The sales receipt for the product, proof of purchase of a new-build, or equivalent can be used as proof of warranty.
It is forbidden to use ceramic heater stones. If they have been used, the warranty is void.
3. Warranty for wood heated stoves, sauna cauldrons and flues.
The warranty is valid for 24 months from the date of original purchase. A sales receipt from the supplier serves as proof of warranty. Wood is the
only permitted fuel.
4. Other products sold and marketed by Helo
The warranty is valid for 24 months from the date of original purchase.
5. Replacement parts guarantee
For home use, the replacement parts guarantee is valid for 12 months from the date of purchase. For any other uses this warranty is valid for 3
months. The replacement for a faulty part will be delivered to the supplier free of charge. The replacement part must be installed by someone who
has been approved by the manufacturer. The manufacturer will not cover costs for the removal of the faulty part and the installation of the
replacement part. The faulty part must be returned at the manufacturer's request and at their expense.
A sales receipt from the supplier or a certificate from an authorised installer will serve as proof of warranty.
6. Warranty according to the Electrical Contractors´ Association of Finland (STUL)
STUL warranty applies to electric heaters, control panels and steam generators upon specific prior agreement. In such instances, STUL warranty
terms will be added to these warranty terms. When the use of STUL warranty terms has been agreed on, they supersede these terms in case of
discrepancy.
7. Limitations to warranty
The buyer must take good care of the product. When receiving the product, the buyer must inspect it for damage caused during transport and
storage. Any damage must be reported to the supplier or the delivery company immediately.
The manufacturer is not responsible for any issues, malfunction or defect that are the result of transportation or incorrect storage, installation or
use not in accordance with the manufacturer's recommendations, neglect of maintenance, or the placement of product in conditions that do not
meet the manufacturer's recommendations.
8. Reporting a fault
The buyer must report any faults or malfunction of the product immediately and within 14 days of their appearance.
The report can be made to the manufacturer, the supplier, or an installation company authorised by the manufacturer.
Warranty claims must be made no later than 14 days after the warranty period for the product has expired.
9. Warranty claims and manufacturer action – continuation of warranty
The importer/supplier will either repair or replace the faulty product based on a justified warranty report. The product will be repaired or replaced at
the importer's/supplier's expense. The manufacturer reserves the right to use the most cost effective option. The warranty for replacement parts
has been defined above in clause 5. Warranty cover for replaced parts is provided as per clause 5 on replacement parts. The warranty for a
repaired product remains otherwise unchanged.
10. Countries outside the EU and EEA area
The corresponding warranty is 12 months in accordance with these warranty conditions.
The manufacturer will not compensate any cost the buyer incurs due to a faulty or malfunctioning product, including loss of business or any other
direct or indirect harm.