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 a natural person acting for purposes that are wholly or mainly outside that person’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 identified on the invoice, order confirmation or proof of purchase 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 Rointe’s agreement with the marketplace requires different terms, these Terms will apply.

Where the sale is made by an authorised third-party distributor or marketplace 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, restricts or reduces any mandatory right or remedy available to a Consumer under Irish or applicable European Union 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, the Consumer should check that the selected product is suitable for the 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 identified on the invoice, order confirmation or proof of purchase. 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 this does not remove or reduce any mandatory statutory right relating to damaged or non-conforming goods.

Cancellation rights for distance sales

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

Under Part 5 of the Consumer Rights Act 2022, a Consumer will generally have 14 days from the day on which the Consumer, or a person nominated by the Consumer other than the carrier, takes physical possession of the goods to cancel a distance sales contract without giving a reason.

For multiple goods ordered together and delivered separately, the cancellation period generally runs from receipt of the last item. For goods consisting of multiple lots or pieces, it runs from receipt of the last lot or piece.

After notifying the trader of cancellation, the Consumer must return the goods without undue delay and no later than 14 days after giving notice. Unless the trader has agreed to bear the cost, failed to disclose that the Consumer would bear it, or a more favourable marketplace policy applies, the Consumer may be responsible for the direct cost of return.

The trader must reimburse amounts due in accordance with the Consumer Rights Act 2022, normally using the same payment method. Reimbursement may be withheld until the goods are returned or evidence of return is supplied, whichever occurs first.

The Consumer is entitled to handle the goods only to the extent necessary to establish their nature, characteristics and functioning. The trader may claim for any diminished value resulting from handling beyond what is necessary.

Cancellation rights may not apply in statutory circumstances, including goods made to the Consumer’s specifications or clearly personalised, goods liable to deteriorate or expire rapidly, certain sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, and digital content not supplied on a tangible medium where supply has begun with the Consumer’s prior express consent and acknowledgement that the cancellation right will be lost.

Statutory rights for faulty or non-conforming goods

Under the Consumer Rights Act 2022, goods supplied by a trader must conform to the sales contract. Among other requirements, they must be as described, fit for the agreed and normal purposes, possess the quality and durability reasonably expected, and 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 commercial guarantee.

Rointe commercial guarantee

Rointe’s voluntary manufacturer’s commercial guarantee is additional to, and does not replace, limit 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 in relation to 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 statement, guarantee certificate or other product-specific documentation.

The commercial guarantee is binding under the conditions stated in the guarantee statement and any associated advertising available at or before the conclusion of the sales contract.

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 assessing eligibility under 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 required safety clearances or ventilation, 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 circumstance caused or materially 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 with digital elements under the Consumer Rights Act 2022. Digital content and digital services supplied under a consumer contract must conform to that contract and meet the applicable statutory requirements.

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.

Consumers may obtain information and assistance from the Competition and Consumer Protection Commission (CCPC). Cross-border disputes within the European Union may also be referred, where appropriate, to the European Consumer Centre Ireland.

Where a complaint cannot be resolved directly, mediation, an applicable alternative dispute resolution scheme or the Irish courts may be available depending on the nature of the dispute and the identity of the seller.

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)
20 Harcourt Street
Dublin 2 , D02 PF99
Telephone: 01 553 0523 (Monday to Friday, 9:00–18:00 CET)
Email: [email protected] · Website: rointe.ie

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 commercial guarantee, providing technical support, responding to enquiries and operating Rointe Connect or associated digital services.

Processing is carried out in accordance with the General Data Protection Regulation (EU) 2016/679 (GDPR), the Irish Data Protection Act 2018 and other applicable privacy and electronic communications legislation. 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.

A Consumer may also raise a concern or lodge a complaint with the Irish Data Protection Commission (DPC) 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 2022, the Data Protection Act 2018, the GDPR and other mandatory Irish and European Union consumer protection legislation.

Where a Consumer is habitually resident in Ireland, nothing in these Terms deprives that Consumer of mandatory protections available under Irish law or applicable European Union law.

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