Service request
Send a service request here for a fault or a warranty matter on a heat pump. The request goes straight to our service department, which looks it over and gets in touch. We need to know which unit it is, where and when it was bought and where it is, and the more exact your description of the fault, the sooner we can help.
Frequently asked questions
Sending a service request is free. If the unit is still under warranty, the spare part and the repair are free, but a travel fee and a delivery fee are charged separately. So if you bring the unit in to us and it is still under warranty, the repair is usually free. A service request must always be made first, because it can take some time for parts to arrive.
The general warranty is 2 years, and up to 5 years if the unit is connected to our cloud service and stays registered and active in it the whole time. The warranty period runs from the installation date or the delivery date, whichever is earlier. The warranty covers defects in materials and workmanship, but not normal wear, incorrect handling, or a unit that an unauthorised person has opened or tampered with. Special warranty periods apply to mechanical parts and to electrical and electronic parts (12 months). This answer is only a guide and is not legally binding. Read the terms of warranty for accurate, up-to-date information.
The numbers are usually on a sticker on the side of the unit. If the unit comes in two parts, you need the numbers for each. If you are not sure which number is which, simply take a photo of the sticker, make sure everything is clear and in focus, and attach the photo to the service request.
Requests are reviewed on business days, usually between 9 AM and 4 PM (3 PM on Fridays). A member of our team reviews the request and tries to get in touch with you as soon as possible. The response time can depend on how complex the request is. You get a confirmation by email as soon as the request is sent.