General Terms and Conditions of Warranty
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- 01 Who provides this warranty
- 02 Purpose and scope of this warranty
- 03 Consumer statutory rights
- 04 Start of the warranty
- 05 Product registration
- 06 What this warranty covers
- 07 What this warranty does not cover
- 08 Installation and maintenance requirements
- 09 How to make a claim
- 10 Technical visits and non-covered claims
- 11 Specific warranty annexes by product family
- 12 Spare parts and discontinued products
- 13 Software, connectivity and app-based functions
- 14 Transfer of warranty
- 15 Territorial scope
- 16 Limitation of liability
- 17 Specific warranty conditions by product family
- 18 Personal data protection
- 19 Main legal references considered
Who provides this warranty
This commercial manufacturer warranty is provided by Industrias Royal Termic, S.L., owner of the Rointe brand. For the purposes of this document, “Rointe”, “we”, “us” or “our” means Industrias Royal Termic, S.L., acting as manufacturer and commercial guarantor of the product.
Guarantor: Industrias Royal Termic, S.L., Polígono Industrial Vicente Antolinos, C/E, Parcela 43, 30140 Santomera, Murcia, Spain. E-mail: [email protected]. Telephone: +34 968 864 363 or, for product support and warranty claims in the United Kingdom, the official contact channels indicated on rointe.com/uk or in the product documentation.
This warranty applies to new Rointe products purchased in the United Kingdom through a distributor, installer, retailer, e-commerce platform or any other sales channel authorised by Rointe. Distributors, installers, technical service providers, retailers or other authorised third parties may assist in the handling of a warranty claim, but this commercial manufacturer warranty is offered by Rointe in accordance with the terms set out in this document. For more information, please consult rointe.com/uk.
Purpose and scope of this warranty
Eligible Rointe products are covered by a commercial manufacturer warranty against manufacturing defects, defective materials and defective components, in accordance with these general terms and the specific warranty period applicable to each product family. Depending on the product family, the affected component and the nature of the confirmed defect, this commercial warranty may include:
- repair of the product;
- replacement of defective components;
- replacement of the product;
- replacement with an equivalent or comparable product where the original model, component, colour, finish or specification is no longer available.
Rointe will determine the applicable solution after assessing the product, the reported defect and the specific warranty conditions applicable to the relevant product family. The value of any solution offered under this commercial manufacturer warranty shall not exceed the original purchase value of the product concerned, unless another remedy is required by applicable law.
Where a product, component, spare part, colour, finish or specification is no longer available, has been discontinued, updated or replaced by a later version, Rointe may provide an appropriate alternative with comparable functionality. The replacement product or component may differ from the original in design, dimensions, control system, connectivity, colour, finish or technical specifications. Products or components replaced under this commercial warranty shall become the property of Rointe unless otherwise agreed.
Where the product has been moved from its original installation location, this commercial warranty shall only apply if the product, together with all components, accessories, controls, fixings, safety devices and other elements required for its correct operation, has been moved, reinstalled and, where applicable, recommissioned in accordance with Rointe instructions and the local regulations applicable at the place of installation.
This commercial warranty only applies where the product has been correctly selected, installed, used and maintained in accordance with the installation manual, user manual, Rointe technical documentation and applicable local regulations. It does not cover incidents caused by incorrect sizing, incorrect installation, unsuitable application, misuse, lack of maintenance or conditions outside the declared technical specifications of the product.
Consumer statutory rights
This commercial manufacturer warranty is provided in addition to, and does not replace, limit or reduce, any statutory rights that a consumer may have under United Kingdom consumer law. In particular, consumers may have statutory rights against the seller or retailer under the Consumer Rights Act 2015 where goods are not of satisfactory quality, are not fit for a particular purpose made known to the seller, are not as described or otherwise do not conform to the contract.
Those statutory rights are generally exercised against the seller or retailer from whom the product was purchased, without prejudice to the additional commercial warranty offered by Rointe as manufacturer under this document. In some cases, the consumer’s statutory rights may provide broader or different protection than this commercial manufacturer warranty. Nothing in this commercial warranty excludes, restricts or modifies any statutory rights or remedies that cannot lawfully be excluded, restricted or modified under United Kingdom law.
Summary of key statutory rights under the Consumer Rights Act 2015
Goods must be of satisfactory quality, fit for purpose and as described. Where these requirements are not met, the consumer’s claim is normally against the seller or retailer, not automatically against the manufacturer.
For most goods, the consumer has a short-term right to reject faulty goods within 30 days of delivery and obtain a refund, subject to the requirements and exceptions set out in the Consumer Rights Act 2015.
After the short-term right to reject has expired, the consumer may normally require repair or replacement. If repair or replacement is impossible, unsuccessful, not provided within a reasonable time or causes significant inconvenience, the consumer may have a right to a price reduction or a final right to reject.
If a defect becomes apparent within the first six months from delivery, the Consumer Rights Act 2015 generally treats it as having existed at the time of delivery unless the trader proves otherwise or this is incompatible with the nature of the goods or the defect.
The six-year period often referred to in England, Wales and Northern Ireland, and the five-year period often referred to in Scotland, are limitation or prescription periods for bringing certain court claims. They are not a free six-year or five-year product guarantee.
Where goods are supplied with a guarantee, section 30 of the Consumer Rights Act 2015 provides that a guarantee may take effect as a contractual obligation owed by the guarantor to the consumer. This commercial manufacturer warranty is therefore intended to operate as a direct contractual commitment by Rointe to eligible consumers, subject to these terms and without affecting the consumer’s statutory rights against the seller or retailer.
Alternative dispute resolution: where a consumer dispute cannot be resolved directly, the consumer may be able to refer the matter to an approved alternative dispute resolution body where applicable. Nothing in this document prevents the consumer from seeking independent advice or bringing a claim before the competent courts. The former European Online Dispute Resolution platform is no longer available.
Start of the warranty
Unless otherwise stated in the specific conditions applicable to each product family, the Rointe commercial manufacturer warranty starts on the original purchase date shown on a valid proof of purchase.
Where the product is installed as part of a new-build property, refurbishment, property development, commercial project or any other installation in which the end user does not receive the product directly at the time of purchase, Rointe may reasonably accept, provided that sufficient supporting documentation is available, one of the following dates as the start date of the commercial warranty:
- date of first occupation;
- date of handover of the property;
- date of completion of the installation;
- date of commissioning, where applicable;
- another date reasonably evidenced by the customer, installer, developer, distributor, retailer or seller.
Supporting documentation may include a purchase invoice, installation certificate, commissioning document, handover document, completion certificate, delivery note or any other documentation reasonably accepted by Rointe.
Where there is no valid proof of purchase, installation certificate, commissioning document, handover document or other sufficient supporting documentation, Rointe reserves the right to calculate the commercial warranty period from the product manufacturing date, batch date, date associated with the serial number or any other internal traceability record available.
Product registration
Product registration allows Rointe to verify product details, provide faster customer support and manage, where applicable, any extended commercial warranty that may apply.
Unless expressly stated in the specific conditions applicable to the relevant product family, product registration is not required to benefit from the standard commercial manufacturer warranty, provided that the customer can provide a valid proof of purchase and any other documentation reasonably required under these terms.
Where an extended commercial warranty is offered, product registration may be required within the period established for that product, campaign, promotion or extended warranty programme. Failure to register the product does not affect any statutory rights that a consumer may have. It may, however, affect eligibility for an extended commercial warranty where registration is an express condition of that extension.
During the product warranty registration process, Rointe may request the following information:
- customer contact details;
- product model;
- product serial number;
- proof of purchase;
- where applicable, the Rointe Pro installer number of the installer who carried out the installation;
- where applicable, documentation proving that the installation was carried out by a Rointe Pro installer.
Extended commercial warranties may be subject to additional conditions, such as certified installation by a Rointe Pro installer, valid installation documentation, registration through a platform authorised by Rointe, purchase of an extended warranty or any other requirement indicated in the applicable conditions.
Product registration does not automatically confirm that the product is covered by warranty. Rointe may request additional documentation to verify product eligibility, the applicable warranty period, the installation conditions and compliance with these terms.
What this warranty covers
Without prejudice to any statutory rights that a consumer may have, and in accordance with these terms and the specific period applicable to each product family, this commercial manufacturer warranty covers confirmed defects caused by:
- defective materials;
- defective components;
- manufacturing defects;
- internal electrical or electronic failures resulting from a manufacturing defect, defective material or defective component.
The specific parts, components and warranty periods may vary by product family, model and component type. They are set out in the specific warranty annexes by product family.
Where a claim is accepted, Rointe will determine the applicable solution in accordance with these terms. That solution may include product repair, replacement of defective components, product replacement or replacement with an equivalent or comparable product where appropriate.
Any repair or replacement carried out under this commercial warranty will not restart the original warranty period unless Rointe expressly states otherwise or applicable law requires otherwise. The repaired product, replacement component or replacement product will be covered for the remaining period of the original warranty.
What this warranty does not cover
This commercial manufacturer warranty does not cover failures, damage, defects or operating issues caused by circumstances outside Rointe’s control or not attributable to a manufacturing defect, defective material or defective component. In particular, this commercial warranty does not cover:
- damage caused during transport, delivery, storage, handling or installation, unless directly attributable to Rointe;
- damage, failures or operating issues caused by incorrect product selection, sizing, installation, commissioning, use, maintenance or inspection, or by failure to follow Rointe’s installation manual, user manual, technical documentation or safety instructions;
- failures or damage caused by misuse, negligence, accidental damage, impact, overload, unsuitable application, abnormal operating conditions, unsafe use, failure to comply with safety warnings or continued use after visible damage, abnormal noise, smell, overheating, error codes or irregular operation;
- products that have been opened, repaired, modified, tampered with or connected to components, accessories, controls or systems not approved by Rointe by personnel not authorised by Rointe;
- failures or damage caused by external or environmental factors, including unsuitable electrical supply, voltage fluctuations, surges, water ingress, excessive humidity, frost, limescale, corrosion, chemical exposure, aggressive atmospheres, insufficient ventilation or other installation conditions unsuitable for the product;
- normal wear resulting from ordinary use of the product, cosmetic deterioration, scratches, marks, stains, discolouration or other aesthetic changes that do not affect the safe and correct operation of the product;
- consumables, removable accessories or third-party accessories, unless expressly covered in the specific warranty annex applicable to the relevant product family;
- any indirect, consequential or secondary loss, cost or damage arising from or related to a product fault, defect or failure, including loss of use, loss of income, temporary heating, cooling or hot water costs, damage to property or surrounding elements, redecoration, reinstatement, access costs, removal or reinstallation costs, or any other cost not directly covered by this commercial warranty, except where such exclusion is not permitted by applicable law.
Rointe may reject, suspend or limit the handling of a warranty claim where there are indications or evidence of fraud, false or misleading information, falsified documentation, altered proof of purchase, tampered serial number, unauthorised product modification, concealment of relevant facts, abusive use of the warranty process or any attempt to obtain a remedy to which the claimant is not entitled.
Rointe may also suspend direct handling of a claim, require communication through an alternative authorised channel, refuse an on-site visit or take any other reasonable measure where any person involved in the claim acts in a threatening, abusive, discriminatory, verbally aggressive or physically aggressive manner towards Rointe employees, authorised technical services, installers, representatives or third parties acting on behalf of Rointe. Where any of the above circumstances apply, the claim may fall outside the scope of this commercial manufacturer warranty.
Nothing in this section excludes, restricts or modifies any statutory rights or remedies that cannot lawfully be excluded, restricted or modified under United Kingdom law.
Installation and maintenance requirements
To benefit from this commercial manufacturer warranty, the product must have been correctly selected, installed, used and maintained in accordance with the applicable Rointe installation manual, user manual, technical documentation and safety instructions. The customer must ensure that:
- the product is suitable for the intended application, location and operating conditions;
- the product has been installed by a qualified and competent professional where required by applicable law, technical regulations, the type of product or the relevant Rointe documentation;
- the installation complies with applicable electrical, hydraulic, building, safety and product-specific regulations at the place of installation, including where relevant BS 7671 / IET Wiring Regulations and applicable F-Gas requirements;
- the electrical supply, hydraulic connection, ventilation, minimum clearances, location, fixing system and environmental conditions comply with the declared technical specifications of the product;
- the product is used only for the purpose for which it was designed and is not covered, obstructed, overloaded, modified or used in unsafe or unsuitable conditions;
- any required maintenance, cleaning, inspection, descaling or filter replacement is carried out in accordance with Rointe instructions and the specific requirements applicable to each product family;
- proof of purchase and, where applicable, installation, commissioning, inspection, maintenance or technical intervention documentation is kept.
Where an extended warranty requires installation by a Rointe Pro installer, the customer must provide the relevant Rointe Pro installer number and documentation proving that the installation was carried out by that installer.
For products requiring professional installation, commissioning, inspection, periodic maintenance or specific technical intervention, Rointe may request a copy of the installation certificate, commissioning document, maintenance record, inspection evidence or any other documentation reasonably necessary to verify compliance with these terms.
The product must be installed in a way that allows safe and reasonable access for inspection, maintenance, repair or replacement where required. This commercial warranty does not cover additional costs resulting from restricted, unsafe or unreasonable access to the product, including removal or reinstatement of furniture, fixed elements, decorative finishes, enclosures, tiling, carpentry or other construction elements, unless such exclusion is not permitted by applicable law.
Failure to provide reasonable documentation proving correct installation, commissioning, inspection or maintenance may result in the claim falling outside the scope of this commercial manufacturer warranty.
How to make a claim
To make a claim under this commercial manufacturer warranty, the customer must contact Rointe Customer Service through the official channels indicated on rointe.com/uk or in the product documentation.
The customer may also contact the distributor, installer, retailer or authorised seller from whom the product was purchased, especially where the claim relates to statutory rights arising from the sales contract.
Response times: Rointe will acknowledge receipt of the claim within a maximum of two (2) working days from receipt through the official channels. Rointe will inform the customer of the outcome of the claim - acceptance, rejection or request for additional documentation - within a maximum of ten (10) working days from receipt of all information and documentation required for assessment. Where the nature of the incident requires an on-site inspection, advanced technical diagnosis or coordination with an authorised technical service, Rointe will inform the customer of the estimated resolution period and will maintain proactive communication on the status of the claim.
To assess a warranty claim, Rointe may request information and documentation reasonably necessary to verify the product, the warranty period, the installation conditions and the reported defect. Such information may include:
- customer contact details;
- product model;
- product serial number;
- valid proof of purchase;
- product registration details, where applicable;
- installation, commissioning, inspection or maintenance documentation, where applicable;
- Rointe Pro installer number and installation documentation where an extended warranty depends on certified installation;
- photographs or videos showing the product, installation, rating plate, serial number and reported defect;
- a clear description of the incident;
- details of error codes, warnings, messages or abnormal behaviour;
- information on checks or actions previously carried out.
Where reasonably necessary, Rointe may carry out remote checks, including remote technical inspections for connectivity-related claims, request additional documentation, inspect the product, ask the customer to carry out basic checks or appoint an authorised technical service to assess the product before accepting or rejecting a claim.
Opening a case or sending information to Rointe does not imply automatic acceptance of the claim under this commercial warranty. The claim will only be considered accepted once Rointe has verified that the product is eligible, the warranty period applies, the reported defect is covered and the conditions set out in this document are met.
Rointe may reject, suspend or close a claim where:
- the product cannot be identified;
- the applicable warranty period cannot be verified;
- the reported defect cannot be confirmed;
- the requested documentation is not provided within a reasonable period;
- the product has not been installed, used or maintained in accordance with these terms;
- the claim falls within one of the exclusions set out in this document or in the specific warranty annex applicable to the relevant product family.
Technical visits and non-covered claims
Where Rointe organises a technical visit, inspection, collection, return, repair assessment or intervention, and the reported incident is found not to be covered by this commercial manufacturer warranty, Rointe may charge the customer the reasonable costs incurred.
Such costs may include, where applicable, travel costs, inspection, labour, replacement parts, collection, return shipping or other reasonable costs directly associated with the assessment or intervention carried out.
Before organising a technical visit, inspection, collection, repair assessment or intervention, Rointe may request a refundable deposit to cover all or part of the estimated costs that may arise if the reported incident is not covered by this commercial manufacturer warranty.
Where the authorised technician, technical service or Rointe representative determines that the reported incident is covered by this commercial warranty, the deposit will be returned to the customer, in full or in part, depending on the scope of coverage applicable to the incident under these terms.
Where the reported incident is not covered by this commercial warranty, Rointe may retain all or part of the deposit to cover the reasonable costs incurred. If the reasonable costs incurred are lower than the amount paid, the difference will be refunded to the customer. If the reasonable costs incurred exceed the amount paid, Rointe may request payment of the outstanding balance.
This may apply, among other cases, where:
- no defect is found in the product;
- the product is outside the applicable warranty period;
- the product cannot be identified or the warranty period cannot be verified;
- the incident is caused by incorrect installation, unsuitable selection, non-compliant electrical supply, misuse, lack of maintenance, external conditions or unauthorised intervention;
- the incident is caused by third-party accessories, controls, systems or components;
- the product is not safely and reasonably accessible;
- a scheduled visit cannot be carried out because access is not provided, the product is not available for inspection or the appointment is cancelled without reasonable notice.
Rointe will inform the customer of any potential costs or refundable deposit before carrying out chargeable work, whenever reasonably possible.
Rejection of a warranty claim does not prevent the customer from requesting an out-of-warranty repair, spare parts, technical assessment or other support service, subject to availability and acceptance by Rointe.
Nothing in this section excludes, restricts or modifies any statutory rights or remedies that cannot lawfully be excluded, restricted or modified under United Kingdom law.
Specific warranty annexes by product family
The warranty period, covered components and any additional conditions applicable to each product family are set out in the corresponding specific warranty annex by product family. Each specific warranty annex forms an integral part of these commercial manufacturer warranty terms and must be interpreted together with this document.
Where a specific warranty annex establishes particular conditions that differ from these general terms, the specific conditions applicable to that product family will prevail, provided that they do not exclude, restrict or modify any statutory rights or remedies that cannot lawfully be excluded, restricted or modified under United Kingdom law.
Spare parts and discontinued products
The availability of spare parts, replacement components, repair solutions and replacement products is subject to existing availability, technical compatibility and the specific warranty conditions applicable to each product family.
Where the original product, component, spare part, colour, finish or specification is no longer available, has been discontinued, updated or replaced by a later version, Rointe may provide, where appropriate, a suitable alternative with comparable functionality.
The replacement component or product may differ from the original in design, dimensions, control system, connectivity, colour, finish or technical specifications where the original element is no longer available or has been replaced by a newer version. The supply of spare parts, replacement components, repair solutions or replacement products under this commercial warranty will not extend or restart the original warranty period unless Rointe expressly states otherwise or applicable law requires otherwise.
Software, connectivity and app-based functions
Some Rointe products may include software, firmware, WiFi connectivity, app control, cloud services, smart functions or compatibility with third-party platforms.
This commercial manufacturer warranty covers confirmed manufacturing defects affecting the product hardware, electronics, covered components or embedded product software, in accordance with these terms and the specific warranty annex applicable to the relevant product family.
Unless expressly stated in the applicable specific warranty annex, this commercial warranty does not cover failures, interruptions, limitations or loss of functionality caused by external services, third-party platforms, internet providers, routers, mobile devices, operating systems, app stores, voice assistants, network restrictions, user configuration, insufficient WiFi signal, incompatible equipment or any other factor outside Rointe’s reasonable control.
For any claim related to connectivity, app control, WiFi pairing, cloud services, firmware, software or smart functions, Rointe may require a remote technical inspection before authorising any return, replacement, repair or other solution under this commercial warranty.
The customer must provide the access, information and cooperation reasonably required for Rointe technicians or authorised technical support teams to carry out the necessary remote checks. This may include access to the product through the Rointe app or platform, confirmation of network settings, device information, screenshots, error messages, firmware or app version details and any other information reasonably necessary to assess the reported incident.
Where the customer refuses, prevents or fails to provide the access or cooperation reasonably necessary for the remote technical inspection, Rointe may suspend, reject or delay the claim until the necessary checks can be completed.
No return, replacement or repair will be authorised for a connectivity-related incident under this commercial warranty if Rointe has not first had the opportunity to carry out the required remote technical inspection, unless this is not reasonably possible or another remedy is required by applicable law. This requirement does not affect the consumer's short-term right to reject under section 22 of the Consumer Rights Act 2015 within 30 days of delivery.
Rointe may publish software, firmware or app updates to improve the performance, security, compatibility, stability or functionality of its products. The customer must ensure that connected products are used with compatible devices, networks, software versions and app versions, and that necessary updates are installed where reasonably required.
The availability, performance or compatibility of app-based functions, cloud services or third-party platforms may change when external platforms, operating systems, security requirements or technical standards are updated, modified or discontinued.
Nothing in this section excludes, restricts or modifies any statutory rights or remedies that cannot lawfully be excluded, restricted or modified under United Kingdom law.
Some Rointe products are 'relevant connectable products' subject to the Product Security and Telecommunications Infrastructure Act 2022. Rointe publishes a Statement of Compliance and the minimum security period applicable to each such product on rointe.com/uk or in the product documentation.
Where a connectivity-related incident is caused, Rointe will assess the claim in light of its Statement of Compliance, the applicable minimum security period and the consumer's statutory rights under the Consumer Rights Act 2015.
Nothing in this section limits or excludes Rointe's obligations under the PSTI Act 2022, the Statement of Compliance, or any other product safety regulations, and any term of this commercial warranty which would have that effect shall be interpreted consistently with those obligations.
Transfer of warranty
This commercial manufacturer warranty applies to the original product and may remain applicable in the event of a change of ownership of the product or the property in which it is installed, provided that:
- the remaining warranty period can be verified;
- there is valid proof of purchase, installation documentation, commissioning document, handover document or other valid supporting documentation where applicable;
- the product can be identified by its model, serial number or other traceability information;
- the product has not been removed, reinstalled, modified, repaired or tampered with in a manner contrary to these terms;
- all other conditions of this commercial manufacturer warranty are met.
A change of ownership does not restart the warranty period. The product will be covered only for the remaining period of the original warranty. Rointe may reject or limit a claim where the product history, ownership history, warranty period, installation conditions or compliance with these terms cannot reasonably be verified.
Nothing in this section excludes, restricts or modifies any statutory rights or remedies that cannot lawfully be excluded, restricted or modified under United Kingdom law.
Territorial scope
This commercial manufacturer warranty for the United Kingdom applies to eligible Rointe products purchased in the United Kingdom through a sales channel authorised by Rointe and installed in the United Kingdom.
Products purchased outside the United Kingdom, privately imported, purchased through unauthorised channels, resold between different markets or installed outside the market for which they were intended may be subject to different warranty conditions. Rointe may reject, limit or adapt the warranty service where the product was not intended for the United Kingdom market, was not purchased through an authorised channel, local technical regulations differ or the technical service, spare parts, technical documentation or support required for that product are not available in the country of installation.
Nothing in this section excludes, restricts or modifies any statutory rights or remedies that cannot lawfully be excluded, restricted or modified under United Kingdom law.
Limitation of liability
Nothing in this commercial manufacturer warranty excludes, restricts or modifies Rointe’s liability where such liability cannot be excluded, restricted or modified under United Kingdom law.
Subject to the above, Rointe’s liability under this commercial manufacturer warranty is limited to the remedies expressly provided in these terms and in the specific warranty annex applicable to the relevant product family. The value of any solution offered under this commercial warranty shall not exceed the original purchase value of the product concerned, unless another remedy is required by applicable law.
This commercial warranty does not cover indirect losses, consequential losses, secondary damage or economic losses arising from or related to a product fault, defect, failure, repair, replacement or rejected claim, unless such exclusion is not permitted by applicable law. Nothing in this section affects any statutory rights or remedies that cannot lawfully be excluded, restricted or modified under United Kingdom law.
Specific warranty conditions by product family
The following periods and cover apply to Rointe’s commercial manufacturer warranty only. They do not replace, limit or reduce any statutory rights that a consumer may have against the seller or retailer under the Consumer Rights Act 2015.
During the commercial manufacturer’s warranty period, where Rointe accepts a covered repair claim, the warranty will include parts and labour for repair actions. Where the accepted solution is product replacement, the warranty is limited to the provision of the replacement product. In the extended warrant periods, the commercial manufacturer’s warranty covers only the supply of the parts required for repair or, where Rointe considers it appropriate, the complete product, excluding labour. This limitation applies only to the commercial manufacturer warranty and does not affect any statutory rights that may apply against the seller or retailer.
Warranty registration must be carried out as indicated in section 5 of this document within a maximum period of 28 days from the date shown on the proof of purchase where registration is required to benefit from an extended commercial warranty.
17.1 Electric radiators (non-portable)
| Component | Warranty period | Warranty registration extension | PRO installer extension |
|---|---|---|---|
| Electronics | |||
| Control panel | 2 years | + 1 year | + 1 year |
| Heating elements | 2 years | + 1 year | + 1 year |
| Plastic closures | 2 years | + 1 year | + 1 year |
| Body | |||
| Aluminium body (corrosion) | 5 years | - | - |
| Paint | 5 years | - | - |
| Thermal fluid leakage | 5 years | + 5 years | - |
17.2 Electric towel rails
| Component | Warranty period | Warranty registration extension | PRO installer extension |
|---|---|---|---|
| Electronics | |||
| Control panel | 2 years | + 1 year | + 1 year |
| Heating elements | 2 years | + 1 year | + 1 year |
| Brackets | 2 years | + 1 year | + 1 year |
| Body | |||
| Steel body (corrosion) | 5 years | - | - |
| Paint | 5 years | - | - |
| Thermal fluid leakage | 5 years | + 5 years | - |
17.3 Water towel rails
| Component | Warranty period | Warranty registration extension | PRO installer extension |
|---|---|---|---|
| Accessories and brackets | 2 years | + 1 year | - |
| Body | |||
| Steel body (corrosion) | 5 years | - | - |
| Paint | 5 years | + 5 years | - |
17.4 Electric underfloor heating
| Component | Warranty period | Warranty registration extension | PRO installer extension |
|---|---|---|---|
| Heating mat (*) | 1 year | + 9 years | - |
| Thermostat | 2 years | + 1 year | + 1 year |
(*) Heating mat warranty subject to presentation of the following documentation:
- installation design or project documentation;
- purchase invoice for materials;
- installation report or installation record;
- impedance measurements (mandatory);
- installation logbook (mandatory).
17.5 Domestic hot water cylinders
| Component | Warranty period | Warranty registration extension | PRO installer extension |
|---|---|---|---|
| Electronics | 2 years | + 1 year | + 1 year |
| Cylinder tank | 3 years | + 2 years | - |
Mandatory maintenance plan
Ordinary inspection frequency:
Unless the product information or user manual indicates a different frequency, inspection of the magnesium anode must be carried out with the following minimum frequency:
a) First inspection and magnesium anode:
- for water with hardness ≤ 250 mg/L CaCO3, two years after installation;
- for water with hardness > 250 mg/L CaCO3, or critical/aggressive water, one year after installation.
b) Subsequent inspections: annually.
Replacement of the magnesium anode:
Replacement of the magnesium anode, where required, shall be borne by the customer. The cost of the part, labour and travel of the Official Technical Service is not covered by the commercial warranty, as the anode is a consumable subject to natural wear.
However, where perforation of the cylinder tank occurs due to depletion of the magnesium anode in a product covered by applicable statutory rights, and provided that compliance with the maintenance plan is evidenced, the product will be handled in accordance with the applicable legal framework.
Evidence of maintenance
For any claim involving the cylinder tank, the customer must evidence compliance with the maintenance plan through:
- report or invoice from the Official Technical Service or a qualified installer who carried out the inspection or anode replacement;
- entry in the product maintenance document, where provided, or in the Rointe app where Rointe enables this option.
Failure to evidence maintenance may result in rejection of the commercial warranty claim where the defect is a direct consequence of lack of maintenance. This does not affect any statutory rights that cannot lawfully be excluded or restricted.
17.6 Split air conditioners
| Component | Warranty period | Warranty registration extension | PRO installer extension |
|---|---|---|---|
| Components (*) | 2 years | + 1 year | + 1 year |
(*) Warranty subject to presentation of the following documentation:
- installation invoice issued by an accredited installer;
- installation logbook;
- where applicable, evidence that the installation has been carried out by a suitably qualified F-Gas certified professional.
17.7 Portable air conditioning / outdoor heating / portable heating devices
| Component | Warranty period | Warranty registration extension | PRO installer extension |
|---|---|---|---|
| Components | 3 years | + 1 year | - |
17.8 Storage heater (ONYX)
| Component | Warranty period WITHOUT WARRANTY REGISTRATION |
Warranty period WITH WARRANTY REGISTRATION |
|---|---|---|
| Electronics | 3 years | 5 years |
| Wiring | 3 years | 5 years |
| Thermostat / Safety | 3 years | 5 years |
| Fan | 3 years | 5 years |
| Air mixer | 3 years | 5 years |
| Heating elements | 3 years | 5 years |
| Insulation | 3 years | 10 years |
| Bricks | 3 years | 10 years |
| Other components | 3 years | 10 years |
17.9 Accessories
| Component | Warranty period |
|---|---|
| Accessories | 1 years |
Personal data protection
In connection with the management of the commercial warranty, Rointe (Industrias Royal Termic, S.L.) will process the personal data provided by the customer as controller, for the purposes of registering the product, handling warranty claims, providing technical support and complying with legal obligations arising from the commercial warranty.
The legal basis for processing is the performance of the contractual relationship arising from the commercial warranty and compliance with applicable legal obligations. Where the United Kingdom data protection regime applies, processing will be carried out in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. Where the European Union data protection regime also applies, processing may also be subject to Regulation (EU) 2016/679.
The data provided will be retained during the warranty period and, once the warranty has ended, during the statutory limitation or prescription periods applicable to potential claims.
Data may be communicated to authorised technical services, distributors and Rointe Pro installers to the extent necessary for the handling of the warranty claim. Rointe will not disclose personal data to third parties unrelated to warranty management without the prior consent of the data subject, unless required by law.
The customer may exercise, where applicable, rights of access, rectification, erasure, objection, restriction of processing and data portability by contacting Industrias Royal Termic, S.L. in writing or through the channels enabled on rointe.com/uk. The customer may also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) where they consider that the processing of their personal data does not comply with applicable data protection law. For more information on the processing of personal data, the customer may consult Rointe’s Privacy Policy available on rointe.com/uk.
Main legal references considered
The following references are included only to identify the United Kingdom legal framework considered when preparing this commercial manufacturer warranty: Consumer Rights Act 2015, including sections 9, 10, 11, 19 to 24, 30 and 31; Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where relevant; Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015; Limitation Act 1980; Product Security and Telecommunications Infrastructure Act 2022 and PSTI (Security Requirements for Relevant Connectable Products), Prescription and Limitation (Scotland) Act 1973; UK General Data Protection Regulation and Data Protection Act 2018.