We take great care to ensure that our products are designed, tested and manufactured to the highest possible quality and safety standards. However, on the occasion that you may need some help and support from us, please use the form below to submit an enquiry regarding an out of warranty repair.
Before you report your issue/s with your Stovax or Gazco retailer. Please ensure you have the following information below:
Your serial number is located on your appliance’s data badge/plate. The location of this may vary according to your appliance’s models and fuel types.
For Stovax serial numbers
To locate your Stovax’s appliance’s data badge/plate, please refer to the following link: how to locate your Stovax data badge/plate.
For Gazco serial numbers
To locate your Gazco’s data badge/plate, please refer to the following link: how to locate your Gazco data badge/plate. The location of your gas or electric appliance may not be easily accessible, you must refer to the Commissioning section of your instruction manual for more information.
Once the incident has been reported, your Stovax or Gazco retailer may liaise with us to request further advice and information.
Below are important terms and conditions for your call-out. Please read carefully.
Our engineer will complete an initial fault inspection on your appliance when they first arrive.
If the fault reported is not due to a manufacturing fault, the Service Engineer will clearly describe the issue/s to you, and a charge for the call-out will be requested before the engineer commences the repair.
The engineer will advise you of the cost of the repair before commencing any work.
If you do not wish to cover the call-out charge and wish to take up the fault with your Retailer or Installer, our engineer will ensure that the appliance is left safe and, in the condition, found.
The engineer will complete a fault inspection report. A copy of this report can be requested from our Service department via email at firstname.lastname@example.org if required.
Please note that the engineer can only repair non-manufacturing defects directly related to the product. If the fault identified is outside of the product i.e., flue, gas-pipe work or similar, then you must contact your installer to discuss the repair. If our engineer identifies a non-manufacturing fault outside of the product, you will be charged for our call-out to identify this fault at a charge of £115 Inc. VAT.
Please note that the costs of parts and labour are fully covered for all appliances under guarantee subject to the exclusions listed below.
Failure to pay this charge may lead to your remaining warranty being void.
We would like to make you aware that on occasion issues experienced could be caused by factors beyond our control. In such an instance, the Service Engineer will clearly describe the issue/s to you, and a charge for the call-out will be requested before the engineer commences the repair.
To avoid a possible call-out charge we ask customers to carefully read the below list of exclusions in conjunction with our warranty terms and conditions which can be found on our website www.stovax.com.
If you are unsure if any of the below exclusions apply to your fire, please discuss this with your original installer/retailer or our Technical Customer Service Department may also be able to offer some further advice.
You may be charged if any of the following warranty exclusions are found to be the cause for your visit:
Continuation of your warranty:
To activate your next year’s warranty, if your appliance is over a year old, you will need to provide the service engineer with evidence that the appliance has been serviced by a Gas Safe (Gas) or Hetas (Wood-burning) Engineer. Please have your proof of service history ready for our engineer’s inspection.
Chargeable Annual Service:
It is a condition of the Extended Warranty that your Gazco or Stovax Stove or Fireplace is regularly serviced (every 12 months) by a suitably trained and qualified individual.
If you have requested our engineer to complete an annual service on your appliance, detailed below is what our engineers will do to ensure that your fire continues to operate efficiently for the next winter season to come.
Our engineer will:
If our engineer attends an agreed appointment and there is no one at home, we reserve the right to invoice £50 Inc. VAT for an aborted or missed appointment at our discretion.
Please note we require a minimum of 24 hours’ notice for any requests to cancel pre-arranged appointments.
If you have any questions regarding warranty exclusions or any charges, then please contact our Service & Warranty department who will be happy to discuss these questions with you further.
With Coronavirus still affecting us all, we want to reassure our customers of the steps we are taking to keep you, our engineers, and our employees safe, whilst working hard to return to the excellent service you expect from us.
We continue to monitor the Coronavirus situation daily and will continue to follow the UK government guidelines. We may need to make further changes to your requested visit but will do our best to keep you informed.
Pre-Visit Checks by the Service Engineer:
Prior to arrival at every appointment the engineer will call the customer to record if the customer is currently showing positive test results for Covid-19.
If the customer answers yes, the engineer will ask them to contact the office to reschedule the appointment for after the recommended self-isolation period and report the cancelled visit to the Service & Warranty team.
Our Engineers will ensure that PPE is worn at the start of every visit and will discuss with customers whether face coverings can be removed during the visit, at the customers discretion.
Our Engineers will sanitise their hands more frequently and especially before and after every service call.
Handwashing will be completed before or after the service call and will not be carried out in the customer’s homes.
Rigorous checks will be carried out by line managers to ensure that the necessary procedures are being followed at all times.
Our Engineers will adhere to the following visit guidelines on every visit.
Our Engineers will ensure that PPE is available at the start of every visit. Customers should notify our Engineers upon arrival if face coverings need to be worn.
After the visit:
The engineer will remove and dispose of any disposable PPE and wash their hands thoroughly.
Our engineers will not attend a visit to any customer if they are showing any potential symptoms for Coronavirus.
If during the visit you have a concern regarding our engineer’s health and safety practices, then please contact our customer service team on 01392 261900 option 2 where a senior member of staff with discuss your concerns.
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