Guarantee Terms & Conditions
The Dimplex guarantee is provided by Glen Dimplex Heating & Ventilation, Millbrook House, Grange Drive, Southampton SO30 2DF. Glen Dimplex Heating and Ventilation (“GDHV”) is part of the Glen Dimplex Group. The UK division of GDHV trades through Dimplex (registered in England and Wales No.01313016) and Ability Projects Ltd. (registered in England and Wales No.04088764). Dimplex and Ability Projects Ltd are at Millbrook House, Grange Drive, Hedge End, Southampton, Hampshire, SO30 2DF
Your new Dimplex product is guaranteed against faulty materials, defective components, and manufacturing defects. You can read the full Terms and Conditions of your guarantee below. Read on for answers to some Frequently Asked Questions (FAQ) about your product guarantee on this page.
The guarantee starts from the date of original purchase of the product for a period of twelve (12) months unless otherwise stated by us in writing or stated otherwise in the section - Exceptions to the Standard Guarantee Terms Conditions.
When you register your product with us, we will send you an email detailing the start and end date of your guarantee and also attach to this email a copy of the guarantee terms and conditions that apply to your product.
If you have any questions about the guarantee on your product, including how long it is valid, please contact us via GDHV Help Centre or contact your retailer.
The Dimplex guarantee does not in any way diminish or affect your statutory consumer rights in connection with the product. If you have any questions about these rights, please contact the retailer from which you purchased the product as your consumer contract is held with the retailer.
In certain circumstances, it is possible that your consumer rights may offer additional or higher levels of protection than those offered under the terms of this guarantee.
What is covered by the standard guarantee?
- Repairs to or replacement of the product required as a result of faulty materials, defective components or manufacturing defects
- Functional replacement parts to repair a product
- The costs of a GDHV Approved Engineer, Service Agent or other Approved GDHV Contractor to carry out the repair
What is not covered by the standard guarantee?
- Transit and delivery damage
- Cabinet or cosmetic parts, including but not limited to control knobs, flaps and handles
- Wear and tear, including but not limited to discoloration, scratches and similar cosmetic degradation
- Accessories and/or consumable items, including but not limited to bulbs, fuses, transducers, filters or any other consumable part as defined by GDHV
- Repairs necessary as a direct or indirect result of:
- Accidental damage, misuse or abuse of the product
- An attempted repair of the product by anyone other than a GDHV Approved Engineer, Service Agent or other Approved GDHV Contractor
- Installation or use of the product where such installation or use fails to meet the requirements set out in this guarantee or the installation instructions or user guide
- Repairs to a product operated at any time on commercial or non-residential premises (unless we have previously agreed to the installation environment)
- Any issues caused by an inadequate supply of required services such as electricity, gas or water
- Any issues caused by faulty electrical connections, including those caused by not following the wiring diagrams
- Damage caused by frost or limescale
- Corrosion of any part of the product caused by direct exposure to salt water. When the product is installed less than 200m from the coast the guarantee period for damages caused by corrosion will be reduced by 50%
- This guarantee is limited to the cost of repairing or replacing the product. To the extent permitted by law, GDHV does not accept and will not be held liable for any financial loss incurred in connection with the failure of any product to operate in accordance with the expected standards. Such financial loss includes but is not limited to loss arising from:
- Damage to property
- Time taken off work
- Costs of an interim solution whilst awaiting product repair or replacement
- General compensation for inconvenience
Important Notes:
- Professional installation by a qualified installer is recommended for all GDHV products (as incorrect installation may invalidate your guarantee and result in you having to pay for the cost of repairing the product)
- For products that require professional installation, a copy of the installation certificate or an invoice from a suitably qualified installer can be used as your proof of purchase
- The installation document must contain at a minimum the details of the installation company used, the full product description and the date of installation. You can upload this document at registration and use the date of installation as your date of purchase
- If your product was installed in a new property, the guarantee may commence from the date of first occupancy of the property. Please contact the builder or property developer for further details
- If you have an installed product, it must be correctly installed in accordance with the installation instructions. It is the installer’s responsibility to check that the installation parameters meet the requirements of the product and all relevant regulations
- Electric products must be used on the supply circuit or voltage printed on the rating plate
- Gas products must be installed by a qualified Gas Safe engineer
- This guarantee is given in respect of products purchased and used within the United Kingdom only
- This guarantee is effective from the initial date of purchase of a new product from an authorised retailer and will be void if the product is resold
- This guarantee does not apply to graded sales (i.e. where the product is purchased as a “second” or “refurbished good”)
- Possession of a copy of these terms and conditions does not necessarily mean that a product has the benefit of this guarantee. If you have any questions, please contact please contact us via GDHV Help Centre
- GDHV reserves the right to terminate the guarantee if our staff or representatives are subjected to physical or verbal abuse in the course of carrying out their duties
- Optional extras, where available and supplied by GDHV (e.g. wall brackets) are guaranteed against manufacturing faults for twelve (12) months only
- This guarantee does not apply to the repair or replacement of items or accessories such as supply cables, switches or spur units, consumer units, any other associated electrical equipment, pipework, ducting and any components not supplied by GDHV
- GDHV makes no guarantee as to response times for repairs or replacements under this guarantee
- The GDHV Approved Engineer may not carry out a repair if the site risk assessment identifies a risk to health and safety which cannot be mitigated
Exceptions to the Standard Guarantee Terms & Conditions
Exceptions to the Standard Guarantee Terms & Conditions are additional or alternative terms and conditions which apply to certain product types only. They may impose additional limitations beyond those stated in the Standard Guarantee Terms & Conditions or they may provide additional benefits. For further details on exceptions, please refer to the product categories listed below. If your product is not included below, there are no exceptions and your product is covered only by the Standard Guarantee Terms & Conditions.
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 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
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)
Frequently Asked Questions
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.
Dimplex 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
Dimplex, Millbrook House, Grange Drive, Southampton SO30 2DF