Right of complaint Aduro Hybrid and Pellet stove

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, what you need to be aware of, and how to make a complaint.

What does the warranty include?

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.

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.

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 in our Customer Service Center.

*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 warranty 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 in our webshop.
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.

When is the right of complaint activated and when is it invalidated?

You can, among other things, make use of the right to complain if you have a valid proof of purchase that indicates the purchase date. For stoves older than 12 months, a receipt/invoice for the annual service must be attached.

The right to complain is void if the consumer does not report any non-conformity within two months of discovering it.

Click here for a complete overview of when you can exercise the right to complain and when it becomes void.

How can I make a complaint, and what can I expect?

If you wish to make a complaint, please fill out the form below. Complaints are only processed based on a completed form. Please have your production number and purchase date ready.

Fill in claim form

You will receive a confirmation of your inquiry and, subsequently, a response via email. We will process the complaint as quickly as possible.