+48 52 364 11 60
WARRANTY CONDITIONS AND SERVICE REGULATIONS
1. General Provisions
1.1. These regulations outline the commercial terms and procedures for providing technical service and warranty support for Planika fireplaces within the European market.
1.2. The service maintenance provided by the Manufacturer encompasses both free-of-charge warranty repairs and paid post-warranty services, as well as services not covered by the warranty protection.
1.3. These regulations govern the cooperation rules, rights, and obligations between Planika Sp. z o.o. (hereinafter referred to as the “Manufacturer” or “Planika”) and all product purchasers – including commercial partners, distributors, and end users (hereinafter referred to as the “Buyer” or “User”).
2. Reporting Defects and Claim Procedures
2.1. All defects, malfunctions, and technical issues must be reported electronically exclusively through the official service form available on the Planika website:
2.2. A properly completed service claim must contain the following information:
- Basic contact details of the claimant;
- Proof of purchase for the device (invoice or receipt);
- Product serial number;
- A detailed description of the defect or malfunction, accompanied by supporting video or photographic documentation.
2.3. Upon registration of the claim in the system, it is assigned a unique tracking number (Ticket Number), which is automatically communicated to the claimant. The assigned Ticket Number constitutes the sole and final identification number for the case and must be referenced in all subsequent service correspondence.
3. Diagnostics and the Troubleshooting Process
3.1. The initial technical diagnostics are conducted remotely by Planika’s Technical Support Team via e-mail, video conferencing, or dedicated software (e.g., TeamViewer), depending on technical requirements and preferences.
3.2. The final resolution and closure method for the claim shall be mutually agreed upon directly between the Buyer and Planika. Permissible resolution methods include:
- Remote technical support provided by Planika;
- Delivery of original spare parts for self-replacement;
- Device repair at Planika’s headquarters (Bydgoszcz, Poland);
- Delivery of a brand-new replacement product;
- Issuance of a commercial discount or reduction in the product price.
3.3. In the event that a decision is made to replace the fireplace with a new unit, Planika reserves the right to choose not to collect the defective fireplace (leaving it on-site with the User).
3.4. The repair execution timeline depends directly on the specific nature and type of the malfunction, as well as the immediate availability of the required spare parts.
3.5. The Technical Support Team is required to regularly update the claimant regarding the status and progress of the claim process.
4. Standard Manufacturer’s Warranty and Rotation Terms
4.1. The standard manufacturer’s warranty covers production and material defects reported within a period of 2 years (24 months) from the date of sale to the end customer. All other specific or exceptional cases will be assessed individually.
4.2. Product Rotation Period: In cases where the product is acquired by a commercial partner for the purpose of resale, said partner has a maximum of 2 years (24 months) from the date of purchase from Planika to resell it to an end customer, in order for that customer to retain the right to the full 2-year manufacturer’s warranty.
4.3. Warranty repairs are performed entirely free of charge, with the exception of situations where the damage or malfunction arises from:
- Using the product improperly, negligently, or in a manner contrary to the official Installation and User Manual;
- Using fuel (bioethanol) that does not fulfill the precise technical and physicochemical specifications outlined by the Manufacturer;
- Performing unauthorized modifications, structural alterations, or any interference with the device’s assembly by unqualified persons;
- Tampering with, breaking, or removing the Manufacturer’s factory warranty seal.
4.4. Should the reported issue be diagnosed as not covered by the manufacturer’s warranty (for reasons specified in Section 4.3), Planika reserves the right to assess a diagnostic fee. In such instances, a detailed repair cost estimate will be sent to the customer for approval prior to the commencement of any work.
5. Extended 5-Year Warranty (Special Program)
5.1. The extended limited warranty program of up to 5 years (60 months) applies exclusively to automatic burners from the FLA 4 and FLA 4+ series (including units factory-integrated into ready-to-install fireplace casings from the Forma series), provided that the following criteria are collectively met:
- The device was purchased on or after May 1st, 2025;
- The device was successfully registered by the end user via the official online warranty registration form within a strict deadline of 30 days from the purchase date indicated on the proof of purchase.
5.2. Devices purchased prior to May 1st, 2025, or those not registered online within the mandatory 30-day window, remain subject exclusively to the standard 2-year warranty coverage described in Section 4.
5.3. Exclusions from the 5-Year Program: The extended 5-year warranty applies solely to the primary electronic components and the structural integrity of the burner. This program does not cover the internal fuel pump or the heating element (igniter/heater), which retain the standard 2-year warranty period regardless of online registration.
6. Paid Post-Warranty Service, Commercial Terms and Storage
6.1. All defects and malfunctions reported after the expiration of the standard (2-year) or extended (5-year) warranty periods are subject to the paid post-warranty service procedure.
6.2. All costs associated with post-warranty repairs and replacement parts shall be covered directly by the claimant / end user.
6.3. Prior to undertaking any repair actions, the Technical Support Team will prepare and present a preliminary service cost estimate for written approval.
6.4. Post-warranty repairs will be executed only after full acceptance of the costs and settlement of the payment based on the issued Proforma invoice (advance payment).
6.5. Planika reserves the right to decline post-warranty service or repair if original spare parts are completely unavailable on the market or due to technological limitations.
6.6. In the event of no payment for the issued Proforma invoice or lack of feedback regarding the next steps within 7 days from its transmission, Planika reserves the right to charge a storage fee for the device.
6.7. The storage fee is 20 EUR per day, and the accumulated costs of storing the device will be added to the owner’s total balance.
6.8. If the balance due for the repair and storage is not settled within the following 14 days (a total of 21 days from the initial deadline expiration), Planika will return the unrepaired device to the claimant’s address. The claimant remains obligated to settle the accrued storage fees.
6.9. If a decision is made to decline the repair before the deadlines specified in Sections 6.6 and 6.8, the claimant must inform the Service Department immediately to arrange the terms and collection of the device.
7. Shipping Costs and Logistics
7.1. Warranty Service: For approved and authorized warranty repairs, all standard transport and logistics costs for devices or components shall be covered in full by Planika.
7.2. Post-Warranty and Non-Warranty Service: For post-warranty repairs and paid services (including negative warranty diagnostics), transport costs to the factory and back shall be borne entirely by the claimant and will be calculated individually for each case (subject to the procedure described in Section 6).
8. Final Provisions and Contact Details
8.1. Repairs and interventions performed by service centers or individuals lacking official Planika authorization shall result in the immediate and total voiding of all warranty protection.
8.2. Planika reserves the exclusive right to introduce amendments and updates to the text of these regulations at any time.
Technical Service Contact Details:
Responsible Entity: Planika Sp. z o.o.
Address: ul. Bydgoskich Przemysłowców 10, 85-862 Bydgoszcz, Poland
Phone: +48 52 364 11 60
E-mail: [email protected]
Website: https://planikafires.com
