Manufacturer Guarantee Policy

Overview:

Many products sold by Heatstone Homes include a manufacturer-backed guarantee, typically ranging from 2 to 15 years, depending on the product and brand. These guarantees are provided by the manufacturer and are intended to give customers confidence in the quality and durability of their purchase.

Manufacturer guarantees apply in addition to your statutory consumer rights, which remain unaffected.

 

What the Manufacturer Guarantee Covers:

Manufacturer guarantees generally cover:

  • Manufacturing defects in materials or workmanship
  • Faults that occur during normal domestic use

  • Issues confirmed by the manufacturer as a product defect

The length of coverage and specific terms vary by product and brand. The applicable guarantee period will be stated on the product page or product documentation.

 

What Is Not Covered:

Manufacturer guarantees do not typically cover:

  • General wear and tear
  • Incorrect installation or failure to follow installation instructions
  • Accidental damage or misuse
  • Limescale build-up or poor water quality
  • Commercial or non-domestic use (unless stated otherwise)
  • Labour, installation, or removal costs (unless specified by the manufacturer)


How to Make a Guarantee Claim:

If you believe your product has developed a fault covered under the manufacturer guarantee:

  1. Contact Heatstone Homes with your order number and details of the issue

  2. Provide photographs and a clear description of the fault

  3.  We will liaise with the manufacturer on your behalf where possible

All guarantee claims are subject to manufacturer inspection, assessment, and approval. Outcomes may include repair, replacement, or refund, as determined by the manufacturer.

 

Guarantee Documentation:

Where applicable, manufacturer guarantee documentation will be provided after your order has been delivered. This may be included within the product packaging or sent electronically by the manufacturer or Heatstone Homes.

Customers are advised to retain proof of purchase and any guarantee documents supplied, as these may be required when making a claim under the manufacturer guarantee.


Statutory Rights:

This policy does not affect your rights under the UK Consumer Rights Act 2015. If a product is faulty, not as described, or not fit for purpose, you may be entitled to a remedy under UK law regardless of any manufacturer guarantee.

 

Further Information:

Guarantee terms may vary between brands and products. Customers are encouraged to review product-specific guarantee information and installation requirements before purchase.

If you have any questions regarding manufacturer guarantees, our team is available to assist.

 

Need Help?

Call us:  0161 710 4012

Email: support@heatstonehomes.com

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Opening hours: 8am–8pm, every day.

 

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