Advice: Keep the packaging of your electric or bio ethanol fireplace. If we have to provide service on this device, it will have to be sent to us, packaging material is needed for this.
Below you will find a description of the handling of warranty requests. This description does not affect the legal warranty on which a consumer is entitled. Legal guarantee means that a product is or must do that what the consumer can reasonably expect from it.
For a period of 24 months from the date of delivery to the first end-user1), Xaralyn warrants that the Xaralyn products function according to the manual instructions. The date on the purchase receipt counts as the date of delivery.
Type of warranty
Carry in warranty. You send the product back to us yourself or you will receive a return label for this. For products that are not accepted by a parcel service, we will make an appointment for you with a forwarder.
Extent of the warranty
The warranty covers the faults caused by errors in the composition of the product. Parts subject to wear are excluded from the warranty.
The Xaralyn product warranty covers manufacturing defects in materials or damages on the condition that the end-user can prove that the fault, error or damage of the product is not a(n) (in)direct result of:
In addition, the Xaralyn product warranty covers manufacturing defects in materials or damages on the condition that the fault, error or damage of the product is not a(n) (in)direct result of neglect of compliance with legal requirements regarding regular maintenance, neglect of maintenance as described in the manual instructions – or that any faults, errors or damages could not have prevented through maintenance as described in the manual instructions.
Submitting a complaint
To invoke this warranty, the end user must file a complaint with Xaralyn or the dealer from whom the product was purchased within the warranty period3) and preferably within two months after the end user has discovered or could reasonably have discovered the defect. The end-user can fill-in the service form with a description of the defect through the website of Xaralyn. The end-user has to carefully fill-in all fields as well as submit the purchase receipt2).
The end-user or dealer is responsible for the transport of the product to Xaralyn. Xaralyn will decide whether to repair or replace the product at its discretion.
Repairs under warranty
Should the product be repaired or replaced under warranty, then the costs for transport from and to the end-user or dealer are covered by Xaralyn.
When a product is repaired covered by the Xaralyn warranty, the remaining warranty period of the product will be extended with the period expired from the moment of the submission of the complaint until the completion of the repair4).
Delivery of a replacement
The delivery of a replacement will be free of charge by replacing the defect Xaralyn product with a new product of the same type and quality. Should at the time of submitting a complaint the product be out of production, no longer in production or not in the same version (e.g. shape, colour, finishing etc.) Xaralyn is allowed to replace the defect product with a comparable product5).
The end-user has to collect the product at the Xaralyn dealer, unless otherwise has been agreed upon.
Repairs not covered by warranty
Should the warranty claim of the end-user not be covered by the Xaralyn warranty then the costs for transport from and to the repair point or the travel expenses of the technician from and to the end-user are paid by the end-user. In addition, all costs are charged at the end-user including costs of labour made when researching and reassembling the product by the technician as well as any spare parts that were used.
The end-user will be informed of the not covering warranty and an estimation of the costs involved.
Notes: additional explanation of the previously stated terms and conditions
End-user” comprises the natural or legal entity who owns the product and hasn’t received the product for the purpose of selling or installing the product in professional sense.
Should the end-user be unable to prove the date of delivery, then Xaralyn reserves the right to determine the start of the warranty period based on the presumed production date.
The end-user is responsible for the documentation of and proving that the product hasn’t passed the warranty period.
When a product is repaired covered by the Xaralyn warranty, the remaining warranty period of the product will be extended with the period expired from the moment of the submission of the complaint until the completion of the repair.
A repair of a product passed the warranty period has a new warranty period thereafter of 3 months.