Extended warranty upgrade terms and conditions

Important Information and Terms

All heat pumps with an Ideal Heating warranty offer customers the comfort of a 2 year parts and labour repair service subject to the following terms and conditions.

During the period of the warranty, we will, at our option, repair or replace a heat pump free of charge where it suffers a mechanical or electrical breakdown as a result of defective workmanship or materials, subject to the following conditions and exclusions.

The heat pump must have been installed within 12 months of the date of manufacture by a suitably qualified engineer, in accordance with the guidelines in the installation and servicing manual provided with the heat pump.
The heat pump installation must be registered with Ideal Heating within 30 days.
The warranty will be activated on the date the heat pump is registered following commissioning.
At the end of each 12-month period after commissioning, the heat pump must be serviced by a suitably competent heat pump engineer in accordance with the process in the manufacturer’s instructions. Should this condition not be met the heat pump warranty will lapse.
If the heat pump suffers a mechanical or an electrical breakdown, please contact Ideal Heating Customer Care on 01482 498660.

Normal working times are: 8am – 6pm Monday to Friday, Saturdays and bank holidays excluding Christmas day 8am – 4pm, Sunday 8am – 12 noon.

For Republic of Ireland please contact: Ideal Energy, Ascot House, Kinsealy Lane, Malahide, County Dublin, K36 HH42 on +35319617700. Opening hours Monday - Friday 8am - 5pm.

We will arrange for an Ideal Heating Engineer or authorised contractor, to inspect and repair, or where in our sole opinion repair is not economic, arrange to replace the heat pump. Please note:

a. Engineers will only undertake work where it is considered by the engineer that the installation does not pose a risk to health and safety.

b. Clear access around the outdoor unit and any cylinders or ancillaries must be available, the external unit must be accessible from the ground.

c. A permanently fixed access ladder must be available to service installations in lofts or attics. Adequate lighting and permanently fixed flooring must also be available.

d. Installations must provide minimum working clearances as detailed in the installation instructions. We will not accept responsibility for costs involved in gaining access to the unit, such as the removal of cupboards, kitchen units or trims in order to gain access for repairs.

6. The warranty does not apply: a. If the registered product is removed from its place of installation without our prior consent.

b. To any defect, damage or breakdown caused by inadequate servicing of the product or by deliberate action, accident, misuse or third-party interference including modification or an attempted repair which does not fully comply with industry standards.

c. To any defect, damage or breakdown caused by the design, installation, and maintenance of the central heating system.

d. To de-scaling or other work required as a result of hard water scale deposits or from damage caused by aggressive water or sludge resulting from corrosion, including the cleaning of system filters or strainers.

e. To damage caused to the product by freezing.

f. If the claim/contact procedure set out in section 5 is not adhered to.

g. To any other costs or expenses caused by or arising as a result of a breakdown of the product

h. To any defect resulting from the incorrect installation of the product.

i. To any costs incurred during delays in fixing reported faults.

j. To any aesthetic degradation of the appliance, which does not affect overall functionality.

k. To any fault, breakdown or damage caused as a result

7. We reserve the right to charge a call-out fee where:

a. A fault cannot be found or the fault is unrelated to the Ideal heating product installed.

b. The breakdown or fault has been caused by an event, which is excluded from the warranty – refer to section 6.

c. Failure to cancel an agreed appointment prior to our engineer’s visit.

d. The product is outside the period of warranty, or the conditions of the warranty have not been met.

8. If we fit replacement parts or replace a heat pump it will not extend the period of the warranty.

9. The warranty applies only where the product has been installed in a domestic dwelling in mainland UK, IOW,NI and ROI for its designed purpose, and in ROI, when purchased through, or distributed by, Ideal Energy. This warranty is offered in addition to your statutory rights provided under consumer law. Details of these rights can be obtained from your local Trading Standards Authority or a Citizen Advice Bureau. Guarantor – Ideal Boilers Ltd, National Avenue, Hull, HU5 4JB