Right of complaint Aduro hybrid and pellet stoves
When you buy an Aduro hybrid or pellet stove, your right to complain is governed by the sales legislation in the country where the stove was bought. On this page, we explain how our warranty process works and what you need to be aware of.
What does the right of complaint consist of?
The right to complain applies in accordance with the Sales of Goods Act in the country where the stove was purchased*. The original purchase receipt with date is valid as proof.
All pellet stoves may require adjustment of the combustion air and the speed of the augers to optimise the function and to reach an effective and clean combustion. Aduro and our service partners can monitor and adjust your hybrid stove on Aduro Cloud. However, this is only possible if the stove is connected to the cloud via Wi-Fi. This happens as you set up the Aduro Hybrid / Aduro Pellet Stove app.
Wi-Fi connection
It is required that your stove is online in the case you want to make a claim about combustion or function, but it is not Aduro’s responsibility to secure connection. You can purchase a service visit to get your stove online through your local Aduro dealer. If you have difficulties getting the stove online, it can be because of your local Wi-Fi network, your router or how your smartphone is set up. You find guidance on connecting to Wi-Fi here.
*Please be aware: If the stove is moved to another country or area far away from the dealer at which the stove was purchased (e.g., to an island), you are not guaranteed service options for the stove. The stove should always be purchased in the country and area where it is to be installed.
What does the right to complain not cover?
- Damages resulting from incorrect installation and use of the stove, overheating and wrong or missing maintenance of the stove (including the mandatory service visits) etc.
- Consumable service parts (insulation stones, glass, gaskets, slides, painted surfaces, electrical igniter, sensors/switches, brazier in cast iron, cast iron grate), which are subject to normal wear and tear. You can buy these parts here.
- Damages caused by electrical surcharge, (condensation) water in and around the chimney, too much or too little draft in the chimney and missing maintenance/cleaning of the chimney/flue pipe/installation.
- Damages to the stove caused by external influences or damages caused by the stove on other objects.
- Periodic checks, software updates, set-ups, periodic maintenance, appliance commissioning, and installation consultancy.
See here for a complete overview of what is and isn't covered.
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