Repair and Service

Free warranty and chargeable repair, return and service.

 

Dear Heizteufel customer.


Please note that repairs may take more time during the winter season! Ideally, you should send in your items to be repaired before the winter season in order to be prepared against the cold in time.


In order to process your repair or return, please follow these return procedures to help us process your service case quickly. 

  • Download the file REPAIR AND RETURNS REQUEST and complete the form with the missing information.
  • Send the repair and return order by email or fax to our service address. Within 2 business days, we will send you an RMA number (return authorization number). Or call us to get an RMA No. Immediately.
  • Enter the RMA number in the form field or write the RMA number clearly visible on the shipping package. The issued RMA number is used to identify the repair and must be included with all requests. You will find the RMA number on all associated delivery bills and invoices.


It is absolutely necessary to send in one completely filled out repair and return order per device or order, otherwise your items cannot be processed. (Bundling several returns on one form is not possible).

  • In case of justified warranty claims, the equipment will be repaired immediately and free of charge or you will receive a replacement free of charge. To carry out a repair, please be sure to enclose a copy of the invoice or delivery note as proof. Without proof, we can only carry out a chargeable repair. In case of warranty we will pay the shipping costs preferably with a parcel return bill free of charge for you. In all other cases, the customer pays the shipping costs.
  • Please check the device thoroughly to see if there is actually a defect. If an intact device is sent in for repair, a flat-rate inspection fee will be charged, even in the case of existing warranty claims. For this we charge you a test and handling lump sum of 50,00 €.
  • In the case of defective articles, please send all articles of the order concerned or clarify by telephone which articles are to be sent in!
  • In the case of a chargeable repair, a cost estimate can be made before the repair is carried out. The cost of a cost estimate includes a functional test and amounts to a flat rate of 50.00 €, 50% of which will be charged when a repair order is placed. In the event that the repair is not ordered, which must be within 2 weeks after our cost notification, we must charge this service according to the cost lump sum, the product will then be returned at cost.


If the manufacturer of the defective product offers an exchange procedure, you will not receive your own device back, but an exchange device of the same type. Send us your device only with accessories from the original scope of delivery. Accessories not included in the scope of delivery cannot be tested.

 

No liability can be accepted for accessories supplied that exceed the standard scope of delivery.

 

If possible, always use the original packaging, only it offers optimal protection during transport or shipping.


Our general terms and conditions as well as repair and service conditions apply.


 

Notes

  • Complaints will only be accepted on presentation of a completed service bill and a description of the fault!
  • Custom-made products are generally excluded from exchange and revocation!
  • Orders of articles which partly contain custom-made products (see selection in the article attributes menu in the Heizteufel webshop) can be revoked or exchanged.
  • The cost of custom-made items will not be refunded in case of revocation and will be recalculated in case of exchange!


 
Remark: 

Please clean used, worn clothing/underwear before sending it in for repair. Otherwise, we will charge you for the cost of cleaning.


 
Defects not covered by warranty:

  • Cable breaks and consequential damage caused by improper handling of RCA cables. (e.g. cable bent too much, pulled too hard on the cable, held the cable when putting on clothes, etc.).
  • Pushbuttons that have been damaged by improper handling (e.g. pushbutton pressed so hard that the pushbutton head is defective, pushbutton pressed so hard that it was pressed out of its silicone coating)
  • Articles that have been opened by the customer
  • Heating articles which were operated with wrong voltage
  • Technique which was operated with wrong voltage / polarity / short circuit
  • Burns to the skin or articles due to open RCA plug connections where an electrical voltage is present (underwear with integrated wiring is operated, but without gloves / socks connected → an electrical voltage is present at the RCA plug, which leads to a short circuit due to liquids).


 

Service fees:

All prices include VAT and exclude shipping costs

Service Costs
Testing of products for functionality, test including handling flat rate and cost estimate outside the warranty:
  • 50% of the inspection costs will be credited against a repair order, which must be placed no later than 2 weeks after KVA notification.
  • In case of replacement purchase or new purchase of an equivalent product with an order value of 100.00 € or more, 50% of the testing costs will be credited.
50,00 €
Replace cable on a glove 35,00 €
Replacing cables for a battery pack 25,00 €
Capacity check of a battery pack 25,00 €
Replacing the pushbutton on a battery pack 50,00 €
Replacing cables for a heating mat / heating carpet 50,00 to 60,00 €
(depending on cable type)
Replacing cables for a heating plate / a rubber mat 70,00 to 80,00 €
(depending on cable type)
Replace fixed temperature thermostat 80,00 to 110,00 €
(depending on type)
Kabel tauschen bei einem externen Digital-Thermostat 15,00 to 80,00 €
(depending on type)

Auszug aus den AGB und Kundeninformation

 

§ 8 Gewährleistung

(1) Es bestehen die gesetzlichen Mängelhaftungsrechte.

(2) Bei gebrauchten Sachen beträgt die Gewährleistungsfrist abweichend von der gesetzlichen Regelung ein Jahr ab Ablieferung der Sache.

 

Die Fristverkürzung gilt nicht:

  • für uns zurechenbare schuldhaft verursachte Schäden aus der Verletzung des Lebens, des Körpers oder der Gesundheit und bei vorsätzlich oder grob fahrlässig verursachten sonstigen Schäden;
  • soweit wir den Mangel arglistig verschwiegen oder eine Garantie für die Beschaffenheit der Sache übernommen haben.

(3) Als Verbraucher werden Sie gebeten, die Sache bei Lieferung umgehend auf Vollständigkeit, offensichtliche Mängel und Transportschäden zu überprüfen und uns sowie dem Spediteur Beanstandungen schnellstmöglich mitzuteilen. Kommen Sie dem nicht nach, hat dies Auswirkung auf Ihre gesetzlichen Gewährleistungsansprüche.

(4) Soweit Sie Unternehmer sind, gilt abweichend von den vorstehenden Gewährleistungsregelungen:

  • a) Als Beschaffenheit der Sache gelten nur unsere eigenen Angaben und die Produktbeschreibung des Herstellers als vereinbart, nicht jedoch sonstige Werbung, öffentliche Anpreisungen und Äußerungen des Herstellers.
  • b) Bei Mängeln leisten wir nach unserer Wahl Gewähr durch Nachbesserung oder Nachlieferung. Schlägt die Mangelbeseitigung fehl, können Sie nach Ihrer Wahl Minderung verlangen oder vom Vertrag zurücktreten. Die Mängelbeseitigung gilt nach erfolglosem zweiten Versuch als fehlgeschlagen, wenn sich nicht insbesondere aus der Art der Sache oder des Mangels oder den sonstigen Umständen etwas anderes ergibt. Im Falle der Nachbesserung müssen wir nicht die erhöhten Kosten tragen, die durch die Verbringung der Ware an einen anderen Ort als den Erfüllungsort entstehen, sofern die Verbringung nicht dem bestimmungsgemäßen Gebrauch der Ware entspricht.
  • c) Die Gewährleistungsfrist beträgt ein Jahr ab Ablieferung der Ware.

 

Die Fristverkürzung gilt nicht:

  • für uns zurechenbare schuldhaft verursachte Schäden aus der Verletzung des Lebens, des Körpers oder der Gesundheit und bei vorsätzlich oder grob fahrlässig verursachten sonstigen Schäden;
  • soweit wir den Mangel arglistig verschwiegen oder eine Garantie für die Beschaffenheit der Sache übernommen haben;
  • bei Sachen, die entsprechend ihrer üblichen Verwendungsweise für ein Bauwerk verwendet worden sind und dessen Mangelhaftigkeit verursacht haben;
  • bei gesetzlichen Rückgriffsansprüchen, die Sie im Zusammenhang mit Mängelrechten gegen uns haben.

Warranty at no charge and chargeable repair and return service as well as service provisions  

Dear Heizteufel-Customer.  

Please note that repairs can last longer in the winter time! Ideally you should send in your items to be repaired before the winter time to be duly prepared against the cold.  

In order to be able to process your repair or return shipment, we ask you to follow the following return shipment procedure to enable us to process your service case quickly. 

Please download the file REPAIR AND RETURNS ORDER and complete the form with the missing information. Submit the repair and service form by email or fax to our service address and you will receive an RMA number within 2 working days, or call us to receive an RMA number immediately. Enter the RMA number in the form  or write the RMA number clearly visible on the shipping package. The issued RMA number serves to identify the repair and must be quoted in all inquiries. You will find the RMA number on all related delivery bills and invoices. 

It is absolutely necessary  to send in a completely filled out repair or service form for each device or order, or otherwise your articles cannot be processed. (It is not possible to bundle several returns on one form).      
  • In case of justified warranty claims the devices will be repaired immediately and free of charge or you will receive a free replacement. To carry out a repair, please be sure to enclose a copy of the invoice or delivery note as proof. Without proof we can only carry out a repair at cost. In the case of warranty, we will pay the shipping costs preferably by means of a free of charge parcel return bill. In all other cases the customer bears the shipping costs.      
  • Please check the device thoroughly, if there is actually a defect. If you send in an intact device for repair, an inspection lump sum is due even in case of existing warranty claims. For this we charge a test and handling fee of 50,00 Euro!    
  • In case of defective articles, please send in all articles of the affected order or clarify by telephone which articles should be sent in!    
  • In case of a repair with costs, a cost estimate can be provided before the repair is carried out. The charges for a cost estimate include a function test and amount to a lump sum of 50.00 Euro, 50% of which will be charged when a repair order is placed. In the case that the repair is not ordered, which must be carried out within 2 weeks after our cost notification, we must invoice this service according to the lump sum, the goods will then be returned at the customer's expense. 
If the manufacturer of the defective product offers an exchange procedure, you will not receive your own device back, but an exchange device of the same type. Send us your device only with accessories from the original scope of delivery. Accessories that are not included in the scope of delivery cannot be tested.

We cannot assume liability for accessories that are not included in the standard scope of delivery.

If possible, always use the original packaging, as this offers optimum protection during transport or shipment.

Our general terms and conditions as well as repair and service conditions apply.

Service lump sums:
  • Cable exchange of a glove: EUR 35,00
  • Cable exchange of a battery pack: EUR 25,00
  • Testing of products for functionality, test incl. handling fee and cost estimate outside the warranty: EUR 50.00
    • 50% of the test costs will be credited to a repair order, which must be placed no later than 2 weeks after the cost estmate notification
    • In case of replacement or new purchase of an equivalent product with an order value of 100 Euro or more, 50% of the testing costs will be credited
All prices include VAT and do not include shipping costs

FORM: REPAIR AND RETURN ORDER

Phone Technical Department: +49 (0) 30-49308447

Extract from the GTAC or Customer Information

§ 8 Warranty

(1) The statutory rights of liability for defects shall apply.

(2) In the case of used goods, the warranty period shall be one year as of the delivery of the goods, in deviation from the statutory regulation.

The shortening of the period shall not apply:

- for culpably caused damages attributable to us from injury to life, body or health and in the case of other damages caused intentionally or by gross negligence;
- if we have fraudulently concealed the defect or assumed a guarantee for the quality of the item.

(3) As a consumer, you are requested to check the item immediately upon delivery for completeness, obvious defects and transport damage and to notify us and the carrier of any complaints as soon as possible. If you do not comply with this, this will affect your statutory warranty claims.

(4) If you are an entrepreneur, the above warranty provisions shall apply in deviation from the above:

a) Only our own information and the manufacturer's product description shall be deemed agreed as the quality of the item, but not other advertising, public promotions and statements by the manufacturer.

b) In the event of defects, we shall, at our discretion, provide warranty either by repair or by subsequent delivery. If the rectification of defects fails, you may at your discretion demand a reduction in price or withdraw from the contract. The remedy of the defect is considered to have failed after a second unsuccessful attempt, unless something else results from the type of item or defect or other circumstances. In the event of rectification of defects, we do not have to bear the increased costs incurred by the transfer of the goods to a place other than the place of performance if the transfer does not correspond to the intended use of the goods.

c) The warranty period is one year as of the delivery of the goods.

The shortening of the period shall not apply:  

- for culpably caused damages attributable to us from injury to life, body or health and in the case of other damages caused intentionally or by gross negligence;
- in such case that we have fraudulently concealed the defect or have assumed a guarantee for the quality of the item.
- in the case of items that have been used for a building in accordance with their usual purpose and have caused its defectiveness;
- in the case of statutory rights of recourse which you have against us in connection with rights in respect of defects.

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