WARRANTY CONDITIONS

Service Regulations for Planika Fireplaces

1. General Provisions

1.1. These regulations set out the terms and conditions for providing service for Planika fireplaces.

1.2. The service covers both warranty services provided by the manufacturer and paid post-warranty services.

2. Reporting Defects

2.1. Defects and non-conformities should be reported using the form available on the Planika website.

2.2. The report should include:

Contact details of the reporting party,
Serial number of the fireplace,
Invoice/order number,
Detailed description of the defect,
Attached photo or video describing the issue.

2.3. After reporting the defect, the Service team will contact the reporting party to determine how to resolve the complaint.

3. Manufacturer’s Warranty

3.1. The manufacturer’s warranty covers defects and non-conformities reported within 2 years from the date of sale to the end customer, for products no older than 3 years.

3.2. Repairs under the warranty are carried out free of charge, except in the following cases:

The product is used contrary to the product’s user manual,
Fuel that does not comply with the manufacturer’s specifications is used,
The warranty seal has been broken,
There has been unauthorized interference with the product’s construction.

3.3. In the case of a defect not covered by the warranty, the Service reserves the right to charge a fee for a service diagnosis. A repair estimate will be sent to the customer for approval in each case.

4. Post-Warranty Service

4.1. Defects reported after 2 years from the date of sale to the end customer, for products older than 3 years, are subject to paid post-warranty service.

4.2. The cost of repairing post-warranty defects is borne by the customer.

4.3. Before starting the repair, the Service will provide the customer with a preliminary repair estimate for approval.

4.4. The customer is required to cover the repair costs before the fireplace is repaired.

5. Terms of Service

5.1. The Service reserves the right to refuse post-warranty service if spare parts are unavailable.

5.2. Any repairs performed by persons not authorized by the Service will result in the loss of warranty.

5.3. The service time depends on the availability of spare parts and the nature of the defect.

5.4. Transport costs: 5.4.1. Warranty – covered by Planika. 5.4.2. Post-warranty – covered by the customer after prior approval of the estimate provided by Planika.

6. Final Provisions

6.1. These regulations are effective from [date].

6.2. The Service reserves the right to make changes to the regulations. Customers will be informed of any changes via Planika’s email communication.

7. Contact

Planika Technical Service
Address: Planika Sp. z o.o.
ul. Bydgoskich Przemysłowców 10,
85-862 Bydgoszcz, Poland

Phone: +48 52 364 11 60
Email: [email protected]
Website: https://planikafires.com