Warranty

WARRANTY CONDITIONS

Central Heating New Zealand Limited (CHNZ) warrants to the customer (the customer being the end user of the product(s)) that:

  1. The products are warranted to be free from manufacturing defects for the period specified for that type of product, from the date of purchase. CHNZ will, free of charge, replace or repair (at CHNZ’s discretion) any parts proved to CHNZ’s satisfaction to be defective.
  2. The warranty covers the exchange of any faulty or defective parts or materials under the following conditions:
    • The appliance/system has been installed correctly, used, and maintained in accordance with the installation and user manuals; and has not been tampered with, modified or otherwise subjected to misuse, neglect or damage.
    • Equipment must be adequately protected from the elements or damage from other outside sources.
    • The appliance/system has not been taken apart or repaired by anyone other than qualified service personnel.
    • The system has been serviced as recommended in the manufacturer’s instructions.
    • If the cylinder (if installed) fails within the warranty period, we require a water quality survey to be provided. Should a water quality issue be found to be present, CHNZ reserves the right to withdraw the warranty
    • Repair or replacement of the boiler or any parts under this warranty does not lengthen or renew the warranty period.
    • To CHNZ design or approved system design.

WARRANTY EXCLUSIONS

  1. Consequential losses: No consequential losses as a result of defective products are covered by any warranty offered by CHNZ, or accepted as a liability in any way.
  2. Labour, travel and administrative costs: CHNZ accepts no liability for any labour, travel or administrative costs associated with replacement of faulty parts without the purchaser first obtaining authority in the form of email confirmation from CHNZ. Any agreed amount will be in the form of a credit to your account. CHNZ cannot accept responsibility, in any situation, for products installed in remote or locations outside 80kms from the point of purchase.
  3. Products are not covered under warranty when undue stress is caused by poor system design and installation.
  4. This Warranty shall not apply to any defect which, in CHNZ’s opinion, arises due to misuse, neglect, negligence or accident; or to any damage caused by flood, fire or act of God, or to any components or equipment manufactured or supplied by any business other than CHNZ.
  5. CHNZ is not liable under any warranty, expressed or implied, unless the goods or equipment have been paid in full.
  6. The terms of the Warranty above are expressly restricted to the repair and replacement of defective parts of the goods purchased and excludes every condition or warranty not herein set out. In particular, CHNZ is not liable or responsible, in any way, for any incidental or consequential damages or loss of any kind. This includes loss of time or travel associated with work outside agreed costs indicated in note 2 above.
  7. These warranties and terms of trade must be read in conjunction with and including conditions found with specific product installation and maintenance instructions. All warranties are subject to and include these documents.

This Warranty will continue in force for its original term, irrespective of what replacements may be made under it, and such replacements shall not attract any fresh warranty.

LENGTH OF WARRANTY FOR PARTS SUPPLIED BY CHNZ WHEN PURCHASED AFTER 02.01.2018

Parts

Warranty Period

DeLonghi Radiators & Towel Rails 1

25 years

Multitubo Pipe System 2

25 years

Hot Water Cylinders 4

10 years - pro rata

Firebird Diesel Boiler Heat Exchanger and Parts 3

5 years

Gas Boilers (Residential) 3

Flues

Hot Water Heat Pumps 3

Buffer Tanks & Thermal Stores 3

Plate Heat Exchangers 3

Fancoil and Kickspace heaters 3

Expansion Vessels

Pumps

Controllers

Valves & Actuators 5

Fuel Tanks

Thermostats & Elements

2 years

Spare Parts 6

1 year

1 Functional Warranty. Warranty does not include damage to radiators located in aggressive environments such as bathrooms, pools, laundries, showers, public toilets, etc.

2 Excludes incorrectly fitted connectors

3 Proof of annual service & water treatment will be required

4 The hot water cylinder warranty is calculated according to the length of time it has been installed. The amount paid is the replacement cost of the cylinder minus 10% for each year of service.

5 NB: Auto Air Vents and Pressure Relief Valves are covered by warranty on commissioning filling only. The most common reason for AAV and PRV failure is either incorrect system fill pressure, incorrect expansion vessel sizing or foreign object damage (FOD) to the valve seats due to insufficient flushing and cleansing of the system prior to commissioning. We recommend calculation of heating system water content to correctly size the expansion vessel. We also recommend satisfactory flushing of the heat source and heating system and fitting of an air separator and dirt trap such as Fernox TF1.

6 If a spare part is supplied (sold), exclusive of warranty, then it shall carry a warranty term of 1 year. The warranty term is effective from invoice date.

Returns

Returns fall into three categories:

  1. Damaged goods
  2. Unwanted products
  3. Warranty claims for replacement parts

    1. Damaged Goods

    It is imperative that all products are checked thoroughly for condition before signing the transport consignment note.

    DAMAGED IN TRANSIT

    • If a package is damaged in transit, REFUSE delivery and send it back with the carrier if possible.
    • If you accept the package, note on the carrier’s delivery report the condition of the shipment to you
    • Take photographs of the damaged packaging before unpacking
    • Take photographs of the damaged product (the complete product plus close-ups of the damage)
    • Save the product and the packing boxes
    • Notify Central Heating New Zealand Limited (CHNZ) immediately to arrange for the return and replacement and to arrange an insurance claim
    • These products can be exchanged for the same title only
    • No restocking fees apply on damaged products.

Damaged goods must be reported immediately. Please see the Conditions of Agreement of the Freight Transport Company.

NB: CHNZ is not liable for the damage of the product if notification and information is not sent immediately.

DAMAGED GOODS RETURN PROCEDURE

  1. Contact CHNZ to report the non-requirement of the product as soon as possible.
  2. Obtain a Return Authorisation (RA) number and a Returns Form from CHNZ before shipping the product back. No product will be accepted by CHNZ without a valid RA number. This will help ensure the proper action or credit upon processing.
  3. Complete the Returns Form. This form requires:
    • The return authorisation number
    • Customer number
    • Invoice number
    • Reason for request
  4. Email photographs of the damaged goods to CHNZ as soon as possible to enable a claim to be lodged with the freight company.
  5. Return the product with the Returns Form and packaging to CHNZ.
  6. A replacement product will be sent out with a separate invoice that will be credited if the claim is accepted.

NB: Any product returned to CHNZ after 10 working days of receiving your Return Authorisation (RA) number will not be accepted or credited. For further questions, or information, please contact CHNZ. We are here to assist you with any problems and/or concerns that may arise.

2. Unwanted Products

A number of CHNZ products are non-returnable:

  • Special indent items
  • Part coils of pipe
  • Fittings
  • Printed circuit boards or electronic control boxes
  • Unspecified parts: Where a product with associated parts is ordered, but the parts are not specified CHNZ will supply standard issue parts. CHNZ cannot take responsibility for these parts not being suitable. This includes, but not limited to, radiator valves, pipe fittings or flues.

RESTOCKING FEE

Products which are not required and are returned will incur a restocking fee of 15% and will only be credited if the parts and packaging are in a saleable condition.

All product return requests must be made within 30 days from the invoice date, have all original packing slip info and be returned in a saleable condition with the original packaging intact. Original shipping charges are not refundable; CHNZ retains the right to bill freight if the goods were originally shipped free of charge.

The customer is responsible for shipping charges for all products being shipped back to CHNZ other than for the return of warranty items and goods damaged in transit.

UNWANTED PRODUCT RETURN PROCEDURE

  1. Contact CHNZ to report the non-requirement soon as possible.
  2. Obtain a Return Authorisation (RA) number and a Returns Form from CHNZ before shipping the product back. No product will be accepted by CHNZ without a valid RA number. This will help ensure the proper action or credit upon processing.
  3. Complete the Returns Form. This form requires:
    • The return authorisation number
    • Customer number
    • Invoice number
    • Reason for request and course of action to take: replacement, or repair.
  4. Return product with returns form and packaging to CHNZ.
  5. If the returned product is accepted as being in saleable condition the original invoice will be credited less the 15% re-stocking fee.

NB: Any product returned to CHNZ after 10 working days of receiving your RA number will not be accepted.

For further questions and additional information, please contact CHNZ. We are here to assist you with any problems and/or concerns that may arise.

3. Warranty claims for replacement parts

WARRANTY CLAIMS PROCEDURE

  1. Request a Return Authorisation (RA) number. This number validates the part under CHNZ warranty process. All conditions of the warranty must be agreed at the point of CHNZ issuing RA number. No product or warranty claim will be accepted by CHNZ without a valid RA number. CHNZ will issue the required part and Returns Form. The warranty part must returned to CHNZ with the completed Returns Form.

    This form requires:

    • The return authorisation number
    • Customer number
    • Invoice number
    • Reason for request and course of action to take: replacement or repair

    Any product returned to CHNZ after 10 working days of receiving your RA number will not be accepted.

  2. CHNZ will analyse the part and determine the fault. If the returned part is accepted as a warranty claim no invoice will be issued.

Should a product be returned and is found not within warranty period or not a manufacturing fault then the part will be invoiced.

For further questions, or information, please contact CHNZ. We are here to assist you with any problems and/or concerns that may arise.

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