Guarantee Terms & Conditions

The 12 month standard parts and labour guarantee can be extended to up to 3 years on certain electric fires, as detailed on our brand websites and in our sales brochures, subject to the following additional conditions:

• You have registered your product with us within 28 days of date of purchase
• You have purchased your product from a specified retailer (where applicable)

The 12 month standard parts and labour guarantee provided on gas fires is subject to the following additional condition:

• The installer must have fully completed the Benchmark Checklist on the inside back pages of the installation instructions supplied with the product, and you must also have signed this document confirming that you understand how to operate the fire and that the operating manual and Benchmark Checklist have been left with you

The 12 month standard parts and labour guarantee can be extended to 3 years on certain gas fires as detailed on our brand websites and in our sales brochures, subject to the following additional conditions:

• You have registered your product with us within 28 days of date of purchase
• You have purchased your product from a specified retailer (where applicable)

• Your product must be serviced, as a minimum, annually to optimise its safety, efficiency and performance. Servicing can only be carried out by a Gas Safe registered engineer and the service record in the Benchmark Checklist must be completed as this will be required in the event of any claim

Portable heating and ventilation products are supplied with a UK mains power cord and 3 pin plug. They do not require professional installation.

This category of products includes plug in air purifiers, aroma diffusers, cooling fans, dehumidifiers, frost protectors, panel heaters, convector heaters, and oil-filled and oil-free radiators.

The 12 month standard parts and labour guarantee can be extended to 2, 3 or 5 years on certain portable products, as detailed on our brand websites and in our sales brochures, subject to the following additional conditions:

• You have registered your product your product with us within 28 days of date of purchase
• You have purchased your product from a specified retailer (where applicable)

All Quantum products come with a standard 2 year parts and labour guarantee for repair or replacement of faulty goods.

Your guarantee will be extended to 10 years subject to the following additional condition:

• You must register your product with us within 28 days of date of purchase

Under this extended guarantee, up to 5 years after the date of purchase, the whole product is guaranteed.

After the first 5 years have elapsed, the following components are excluded from the guarantee:

Heating elements, electronics, electromechanical devices and ancillary electrical components including fan and air‐mixing device.

The following storage heaters come with a standard 2 year parts and labour guarantee for repair or replacement of faulty goods:

• Duo Heat Range
• CXL Range
• TSR/TSE Ranges
• XLN/XLE/XLS Ranges

The following installed panel heaters and radiators come with a standard 2 year parts and labour guarantee for repair or replacement of faulty goods:

• BPH Range
• CLX Range
• EPX Range
• GFP (Girona) Range
• LPP (Saletto) Range
• LST (Low Surface Temperature) Range
• MFP (Monterey) Range
• NFC/NTE Range
• PLX Range
• Q-Rad Range
• SmartRad Range

All Quantum products come with a standard 2 year parts and labour guarantee for repair or replacement of faulty goods. Additionally, the inner cylinder is guaranteed for 25 years.

These guarantees are subject to the following additional conditions:

• Correct maintenance of the expansion vessel membrane pressure
• The product must be installed in accordance with the Benchmark Code of Practice
• The product must not be switched on before it is filled with water
• The product must not be installed on a surface that cannot support the product weight when filled with water
• The product must be serviced annually by a suitably qualified person and the Benchmark service record must be completed as this will be required in the event of any claim

All Edel water cylinders come with a standard 2 year parts and labour guarantee for repair or replacement of faulty goods. Additionally, the inner cylinder is guaranteed for 25 years.

These guarantees are subject to the following additional conditions:

• Correct maintenance of the expansion vessel membrane pressure
• The product must be installed in accordance with the Benchmark Code of Practice
• The product must not be switched on before it is filled with water
• The product must not be installed on a surface that cannot support the product weight when filled with water.
• The product must be serviced annually by a suitably qualified person and the Benchmark service record must be completed as this will be required in the event of any claim

The following showers have a parts and labour guarantee which is longer than the 12 month standard parts and labour guarantee:

• Pure showers 2 years parts and labour guarantee
• Bright showers 3 years parts and labour guarantee
• Glow showers 3 years parts and labour guarantee
• Selectronic Premier showers 5 years parts and labour guarantee when registered within 28 days of date of purchase

The guarantee on showers is subject to the following additional terms and conditions:

• Domestic use only (unless agreed separately in writing with GDHV. A 12 month standard parts and labour guarantee may be offered for non-domestic use)
• The shower is not switched on without being filled with water and is not used without an adequate flow of water
• The use of connections within the unit or other points in the shower circuit to supply power to other equipment such as an extractor fan or pump etc. will invalidate the guarantee
• Plumbers jointing compound must not be used. In instances of difficult joints use P.T.F.E. Tape. The use of jointing compound will invalidate the product guarantee
• This guarantee does not cover isolating switches, electrical cable, fuses and/or circuit breakers
• This guarantee does not apply to the repair or replacement of pressure relief devices, spray heads, hoses and accessories.

The following water heaters and boilers come with a standard 2 year parts and labour guarantee for repair or replacement of faulty goods:

• Powerstream instantaneous inline water heaters and Powerstream Ascari flow boilers
• WS7 vented stored water heaters
• Aqualoy Incoloy immersion heaters
• Sensaboil wall and counter top beverage boilers
• Reditap 3in1 boiling taps
• Burco Autofill with filtration

The guarantee on water heaters is subject to the following additional terms and conditions:

• The water heater is not switched on without being filled with water and is not used without an adequate flow of water
• Filters must be replaced in accordance with the operating manual
• The water heater must be fully commissioned in accordance with the installation instructions
• Failure to clean and descale your water boiler on a regular basis will invalidate your guarantee

The following installed ventilation units come with a standard 2 year parts and labour guarantee for repair or replacement of faulty goods:

• AirLine
• CX10, CMF
• DX100 ,LV100
• GX6, GXC6
• GX9, GX12
• Natural Air 180
• Premier CF20, CF40DC, DX200, DX400DC, LVCF20, LVDX200T
• PX6, PX9, PX12
• RX6, RX9, RX12
• Simply Silent™ Contour C4,CV, C6
• Simply Silent™ DX100 & DX100B, DX150, LV100
• VX100, VX100-SP, VX120,VX150
• WX6, WX9 , WX12
• XID, XIDP,XIMX ,XPLUS 2
• XS100S , XS100T

The following installed ventilation units come with a standard 2 year parts and labour guarantee plus a 5 year guarantee on the motor:

• XCELL Stratum Q & QVI
• Muro XHRM

All of our products have a standard guarantee of 12 months or more, dependent on the product.  The length of your product’s standard guarantee will be confirmed by the Terms and Conditions, the literature provided with the product, and our brand websites. 

Many products also offer a free extension to the standard guarantee, either on the whole product or on a component-only basis.  This is referred to as an “extended guarantee”.  In order to activate your free extended guarantee you must register your product with us within 28 days of the date of purchase. 

Register your product online on our brand websites or, if you do not have access to the internet, call us on 0344 879 3588.

A full list of products that can qualify for an extended guarantee is available on request. Products qualifying for an extended guarantee are also shown on product listings on our brand websites, in our brochures, and on point-of-sale materials. If you have any questions, please contact our Customer Support Centre or contact your retailer. The extended guarantee period is provided on the same basis as the standard guarantee and may be subject to additional product-specific terms and conditions for some products.

Please keep your purchase receipt or other proof of purchase in a safe place; you will need to have it should your product require attention under guarantee.  You can upload a copy of your proof of purchase when you register your product online

In addition to your proof of purchase, it will be useful to have the following details available when you contact us:

• Model No.
• Serial No.
• Date of purchase

The model number is printed on the instruction booklet and the serial number is marked on the rating label affixed to the product itself.

Before requesting service please check the troubleshooting guide in the operating instructions, as a charge may be levied where no fault is found, even though your product may still be under guarantee. To make a claim under your GDHV guarantee, contact our Customer Support Centre or call us on 0344 879 3588. (Calls to 03 numbers cost the same as calls to 01 or 02 numbers and are included in your calls package)

Our engineer’s working hours are Monday to Friday, 9.00am to 5.00pm.

Appointments outside these hours may be possible at the sole discretion of GDHV but cannot be guaranteed. Whilst our engineers will endeavour to minimize inconvenience and to meet requests for specific timed appointments, this cannot be guaranteed. We will not be liable for delays or if we are unable to carry out a repair because a convenient appointment cannot be arranged.

As long as your product is within the guarantee period, which must be duly evidenced by a proof of purchase, we generally do not charge.  However, we reserve the right to charge for the reasonable cost of any service call:

• If you cannot provide evidence that your product is within the guarantee period
• Where a service call has been made and the engineer finds that there is no fault with your product
• If your product has not been installed or operated in accordance with the user instructions or installation guide
• If the fault was caused by something other than faulty materials, defective components or manufacturing defects
• Where you are not available at the agreed appointment time
• Where the product is not accessible or our engineers have insufficient space in which to work safely or the working environment is not clean, smoke and hazard free and thus they have to abandon the visit.

Payment of these costs is due immediately upon GDHV providing you with an invoice. We reserve the right to terminate the guarantee if you fail to pay the costs for such service calls in a timely manner.

In some cases GDHV may, at its sole discretion, replace your product with a new product instead of carrying out a repair.

Where a replacement is offered, this will this will be an identical model or, if this is not possible, the nearest equivalent. We will cover the costs and arrange for the delivery of the new product and for the return of the old product. Any costs related to disconnecting the faulty product and installing the replacement product will not be borne by GDHV unless previously agreed to in writing. The original guarantee will continue to apply to the replacement product; the new product will not come with a new guarantee.

Glen Dimplex Heating & Ventilation prides itself on delivering the highest possible standards of customer service at all times.

If you feel that we have fallen below these standards then please write to us at our registered office listed below, or learn more about our Complaints Procedure.

Customer Care

Glen Dimplex Heating & Ventilation, Millbrook House, Grange Drive

Southampton SO30 2DF