General terms and conditions of sale

Who we are and when these terms apply

These General Terms and Conditions of Sale (the “Terms”) govern sales of Rointe products made through marketplaces authorised by INDUSTRIAS ROYAL TERMIC, S.L. (“ROINTE”), whose registered address is Polígono Industrial Vicente Antolinos, C/ E, Parcela 43, 30140 Santomera (Murcia), Spain, Spanish tax identification number B-30.537.211.

For the purposes of these Terms, a “Consumer” is an individual acting for purposes that are wholly or mainly outside that individual’s trade, business, craft or profession.

These Terms apply only to products manufactured or marketed by INDUSTRIAS ROYAL TERMIC, S.L. under any of its brands and sold through a marketplace authorised by Rointe.

Where the seller named on the invoice or order confirmation is INDUSTRIAS ROYAL TERMIC, S.L. or an authorised Rointe trading name, that entity acts as the trader in relation to the Consumer and assumes the applicable legal obligations concerning the sale, cancellation rights, statutory remedies and customer service. Unless the agreement between Rointe and the marketplace requires different terms, these Terms will apply.

Where the sale is made by an authorised third-party distributor or seller, the contract of sale is made directly between that seller and the Consumer. That seller is responsible for order processing, payment, delivery, cancellation rights and statutory remedies. This does not affect any separate commercial guarantee offered by Rointe as manufacturer.

No term proposed by a Consumer in another document or communication will override these Terms unless Rointe expressly agrees to it in writing.

Before purchasing, always review the terms shown by the relevant marketplace. Prices, delivery charges, delivery times, returns procedures and other conditions may vary between sales channels.

Nothing in these Terms excludes or restricts any mandatory statutory right available to a Consumer under applicable UK consumer law.

Products, information and prices

The main technical characteristics, product information and price should be shown in the relevant marketplace listing or otherwise supplied by the seller. Before purchasing, you should check that the selected product is suitable for your intended use. Where installation is required, Rointe recommends using a suitably qualified professional installer.

For technical or production reasons, the appearance of a product may differ slightly from the images shown.

The price, applicable taxes, delivery charges and payment methods are those displayed by the marketplace at the time of purchase and are subject to the marketplace’s or seller’s applicable terms.

Delivery

Delivery arrangements and charges are governed by the terms of the marketplace or the seller named on the invoice or order confirmation. The Consumer should coordinate delivery with that seller in accordance with the delivery times and geographical areas stated at the time of purchase.

If Rointe’s agreement with the marketplace provides different or more favourable delivery conditions, those marketplace conditions will apply.

Consumers should inspect the packaging and product promptly after delivery and report visible transport damage as soon as reasonably possible through the marketplace. A marketplace may request notification within 48 hours, but such a procedural request does not remove any mandatory statutory rights relating to faulty or damaged goods.

Cancellation rights for distance sales

Where the purchase is a distance contract, cancellation must normally be exercised against the seller named on the invoice or order confirmation, using the procedure provided by the marketplace.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a Consumer will generally have 14 days after the day on which the goods are received to cancel a distance sales contract without giving a reason.

After notifying the seller of cancellation, the Consumer must normally return the goods within 14 days. Unless the seller or marketplace offers a more favourable policy, the Consumer may be responsible for the direct cost of returning the goods where this was disclosed before purchase.

The seller must refund amounts due in accordance with the applicable Regulations, normally using the original payment method. The seller may withhold reimbursement until the goods are returned or the Consumer supplies evidence that they have been sent back, whichever occurs first.

The Consumer may inspect goods only to the extent that would be permitted in a shop. The seller may reduce the refund to reflect any loss in value caused by unnecessary handling.

Cancellation rights may not apply in certain statutory circumstances, including goods made to the Consumer’s specifications or clearly personalised, certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, and digital content supplied without a tangible medium where supply has begun following the Consumer’s express consent and acknowledgement that the cancellation right will be lost.

Statutory rights for faulty goods

Under the Consumer Rights Act 2015, goods supplied by a trader must be of satisfactory quality, fit for any particular purpose made known to the trader, match their description and, where relevant, be correctly installed where installation forms part of the contract.

Statutory rights are exercised against the seller through the marketplace. Rointe Customer Support may provide additional assistance in relation to Rointe’s manufacturer’s guarantee.

Rointe commercial guarantee

Rointe’s voluntary manufacturer’s guarantee is additional to, and does not replace or reduce, the Consumer’s statutory rights against the seller.

The guarantee may be handled:

• through the marketplace seller, acting as liaison with Rointe under the applicable marketplace arrangements; or
• directly with Rointe where the marketplace route is unavailable, the seller does not respond within a reasonable time, or the Consumer chooses to contact Rointe regarding the manufacturer’s guarantee.

Depending on the product family and the nature of the defect, the guarantee may provide for repair, replacement of components, replacement of the product or replacement with an equivalent product where the original model is no longer available.

Eligible products may include up to five years’ commercial guarantee for the product and up to three years’ commercial guarantee for electronic components. The exact period, scope and conditions are those stated in the product listing, guarantee certificate or other product-specific documentation.

Coverage applies only where the product has been selected, installed, used and maintained in accordance with the instructions and applicable technical and safety requirements. Subject always to mandatory law, the commercial guarantee does not cover damage caused by incorrect installation or use, inadequate product sizing, lack of required maintenance, external electrical events, accidents or normal wear and tear.

Proof of purchase may be required. The guarantee period normally begins on the date of purchase. Where acceptable proof of purchase is unavailable, Rointe may use the manufacturing date solely for the purpose of assessing the voluntary guarantee.

Any exclusion or limitation in this commercial guarantee applies only to the voluntary guarantee and does not exclude or restrict statutory rights that cannot lawfully be excluded.

Circumstances outside the commercial guarantee

Subject to mandatory statutory rights, Rointe may decline all or part of a claim under its voluntary commercial guarantee where the defect or damage results from circumstances such as:

• opening, modifying or attempting to repair the product by the Consumer or an unauthorised third party;
• installation on unsuitable surfaces, failure to observe safety clearances or ventilation requirements, or use of non-approved brackets or fixings;
• insufficient installed heating output for the dimensions, heat loss or insulation level of the room;
• failure to provide suitable electrical protection, earthing or residual-current protection where required;
• transient or permanent overvoltage, lightning, supply instability or other electrical conditions outside the tolerances stated in the technical documentation;
• installation in a highly corrosive or saline environment, including locations within one kilometre of the coastline, in which case cosmetic finish and deterioration of the external body may be excluded while eligible internal electronic components remain subject to the applicable guarantee terms; or
• failure to perform maintenance or replace consumable parts as specified in the product instructions.

The existence of one of these circumstances does not automatically remove statutory rights. The seller or Rointe must assess whether the relevant issue caused or contributed to the reported defect.

Intellectual property and digital features

All intellectual and industrial property rights in Rointe products, brands, logos, trade names, designs, patents, software, firmware and mobile applications belong to INDUSTRIAS ROYAL TERMIC, S.L. or its licensors.

Purchasing a Rointe product does not transfer ownership of those rights. The Consumer receives only the rights necessary to use the product and any associated software for private, lawful purposes in accordance with the applicable licence terms.

Rointe’s digital applications, firmware and connected functions may depend on compatible mobile devices, operating systems, Wi-Fi networks, routers and third-party platforms. Functionality may be affected by technical changes, security requirements or the discontinuation of third-party integrations.

Nothing in these Terms excludes statutory rights relating to digital content, digital services or goods incorporating digital elements. Where digital content forms part of the contract, it must meet the applicable standards under the Consumer Rights Act 2015, including satisfactory quality, fitness for purpose and conformity with description.

Rointe may provide security, maintenance and functional updates where required by the contract or applicable law. Consumers should install updates within a reasonable time after being informed of their availability where failure to install them could affect security, compatibility or performance.

Rointe is not responsible under its voluntary commercial guarantee for failures caused solely by unsupported devices, obsolete operating-system versions, inadequate Wi-Fi connectivity, router or firewall settings, unsupported frequency bands, third-party service changes or unauthorised software modification. This paragraph does not exclude liability where the digital element itself fails to comply with mandatory statutory requirements.

Complaints and dispute resolution

For a complaint concerning an order, delivery, cancellation or statutory rights, contact the seller through the marketplace first. For product information or a claim under Rointe’s commercial guarantee, contact Rointe and provide your name, proof of purchase, product details and a description of the issue.

Where a complaint cannot be resolved directly, a Consumer may seek independent advice from Citizens Advice in England and Wales, Advice Direct Scotland in Scotland, or the Consumer Council in Northern Ireland. Depending on the seller and the dispute, an approved alternative dispute resolution provider may also be available.

Rointe does not commit to using a particular alternative dispute resolution provider unless required by law or expressly confirmed in writing for the relevant marketplace or transaction.

Contact details

INDUSTRIAS ROYAL TERMIC, S.L. (Rointe)
Unit A3. Hampton Business Park, Club Way
Hampton, Peterborouhh - PE7 8JA
Telephone: 0203 321 5928 (Monday to Friday, 9:00–18:00 CET)
Email: [email protected] · Website: rointe.co.uk

For matters relating specifically to Rointe’s commercial guarantee or technical product assessment, contact Rointe Technical Support at [email protected].

Data protection

Personal data supplied by a Consumer will be processed by INDUSTRIAS ROYAL TERMIC, S.L. as controller for purposes that may include administering the manufacturer’s guarantee, providing technical support, responding to enquiries and operating Rointe Connect or associated digital services.

Processing is carried out in accordance with applicable UK data protection law, including the UK GDPR, the Data Protection Act 2018 and, where applicable, the Data (Use and Access) Act 2025. The lawful basis may include performance of a contract, compliance with legal obligations, legitimate interests or consent, depending on the processing activity.

Data will be retained for as long as necessary for the relevant purpose and thereafter for applicable legal limitation periods. It may be shared where necessary with authorised service providers, carriers, technical support partners, professional advisers or public authorities, subject to appropriate safeguards.

Individuals may have rights including access, rectification, erasure, restriction, data portability and objection, subject to the conditions and exemptions in applicable law. Requests and complaints may be sent to [email protected] or by post to the address stated above.

Rointe will provide a clear route for data protection complaints, acknowledge a complaint within 30 days and investigate and respond without undue delay, as required by current UK law.

A Consumer may also complain to the Information Commissioner’s Office (ICO) if they consider that their personal data has been processed unlawfully.

Connected Rointe products may process technical information required for remote operation, such as device status, temperature settings, energy consumption and, where enabled, location data. This information is used to provide requested functionality, support and energy-management features. Marketing profiling will not be carried out on the basis of such data without an appropriate lawful basis.

Electronic marketing communications will be sent only where permitted under applicable privacy and electronic communications rules. Consent may be withdrawn at any time using the unsubscribe mechanism provided or by contacting [email protected].

Applicable law and jurisdiction

These Terms are governed by the law applicable to the relevant sale and are intended to operate consistently with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and other mandatory UK consumer protection legislation.

Where a Consumer is resident in the United Kingdom, nothing in these Terms deprives that Consumer of mandatory protections available under the law of the part of the United Kingdom in which they live.

Any dispute may be brought before the courts having jurisdiction under applicable consumer and civil procedure rules. Where Rointe is the seller and Spanish law would otherwise apply by contract, mandatory UK consumer protections remain unaffected.