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Vaillant Group UK Limited ("Vaillant") Domestic Hot Water Cylinder Guarantee Terms and Conditions

If the Vaillant cylinder (“Product”) develops a fault within the Guarantee Period, please contact Vaillant UK Service directly on 0330 100 3143. To receive the full benefits of the Guarantee the following terms and conditions must be complied with. Failure to comply with these terms could result in any claim on the Guarantee being rejected.

Installation and Commissioning

  • Installation must be in an appropriate, accessible domestic location and its use is restricted to wholesome water.
  • Installation and commissioning must be carried out by a Building Regulations Approved Document G (3) Qualified installer (“Installer”) within 6 months of despatch of the cylinder from Vaillant’s warehouse.
  • Any disinfection should be carried out without affecting the Product in any way whatsoever. The Product must be isolated from any system chlorination.
  • All works must be fully in accordance with the installation manual, all relevant codes of practice, any regulations in force at the time and these terms and conditions.
  • The Benchmark logbook (found in the installation manual) must be completed by the Installer at the point of installation and retained on site for inspection during any subsequent engineer’s visit.
  • The Product must be in regular use from the date of installation. If the Product is out of use for 60 days or more then the product must be drained prior to use.

Registering the Guarantee

  • The Product Guarantee must be registered within 30 days of installing the appliance. Failure to register within this time will result in the Guarantee reverting to a standard period of 12 months from date of installation (“Statutory Guarantee Period”). Registration can be made on the myVAILLANT web portal or through your Installer. Further details on how to register your Guarantee are set out on the Vaillant Guarantee Registration page on the website at www.vaillant.co.uk.
  • The Guarantee will commence from the date of the Product installation. To validate this Vaillant will require:
    • Proof of purchase – for example an invoice; or completed Benchmark logbook (without either, the Guarantee will commence from the date of manufacture, as shown on the Product data plate).
    • 28-digital serial number of the appliance. This is clearly shown on the Product data plate on the front of the cylinder.
  • In registering the Guarantee, please note that Vaillant will share your personal data with its business partners to assist with the administration of the Guarantee. For further detail about how we use your personal data please refer to our Privacy & Cookie Notice at www.vaillant.co.uk.

What is covered in the Guarantee?

  • Vaillant guarantees the Product for 2 years from the date of the Product installation (“Guarantee Period”) against manufacturing defects for both parts (electrical parts, thermal controls, and valves) and labour (material and labour charges to repair or replace components on the Product against manufacturing defects provided the repair is carried out by a Vaillant or a Vaillant authorised Building Regulations Approved Document G(3) qualified Installer) (“Guarantee”)
  • The Product's internal stainless-steel tank is guaranteed for 25 years against faulty material or manufacturing defect.
  • If a defect arises and a valid claim is received within the Statutory Guarantee Period, at its option and to the extent permitted by law, Vaillant shall either i) repair the defect, or ii) replace the product with a product that is identical or similar in function.
  • If a defect arises and a valid claim is received after the Statutory Guarantee period has expired, but within the extended Guarantee period, Vaillant will supply a product that is identical or similar in function.

What is not covered in the Guarantee?

  • Any fault or costs arising from incorrect installation, incorrect application, lack of regular maintenance in accordance with the installation manual, neglect, accidental or malicious damage, misuse, any alteration, tampering, or repair carried out by a non-professional, any fault arising from the tampering with, or removal of any factory fitted or supplied safety components or measures.
  • Cover for fair wear and tear, wilful damage, abnormal storage or working conditions, accidental damage, or negligence by you by any third party, including any damage caused by animals, rodents, birds, pests or any other damage caused by external factors (i.e. not damage caused by issues inherent in the manufacturing of the product) and failure by you or any third party to operate or use the Products in accordance with the operating instructions.
  • Damages due to frost, transient voltages, or lightning strikes.
  • Any consequential damage or any indirect losses caused by any failure or malfunction of the Product whatsoever.
  • Any pipework or any equipment connected to the Product.
  • The effects of frost, lightning, voltage variation, lack of water, dry boiling, excess pressure, or chlorination procedures.
  • The effects of scale.
  • The effects of stagnant (de-aerated) water if the Product has been left unused for more than 60 days consecutively.
  • Any failure caused by contaminated water in the Product (e.g. blockages, or influences of flux residues, iron oxides, limescale, sludge etc.)
  • Damage caused during transportation or delivery of the Product. The Buyer shall immediately notify the merchant of such damage.
  • Consequential losses relating to any other costs or expenses caused by, or arising as a result of, the breakdown of a Vaillant Product.
  • Installations in mobile leisure accommodation vehicles – for example boats, caravans etc.
  • The appliances must be installed in accordance with The Water Regulations of the following localities:

    • England and Wales: Water (supply and fittings) Regulations 1999 within England and Wales
    • Scotland: The Water Byelaws
    • Eire: Compliance with IS standards and Local Council regulations

Guarantee Terms

  • Where the Product is not covered under the Guarantee the engineer’s visit shall become chargeable at the prevailing rate.
  • Moving the Product to another property without Vaillant’s written consent will invalidate the Guarantee.
  • All installation related, non-Product or external system fault calls will be chargeable and couldalso invalidate your Guarantee.
  • The use of any non-genuine Vaillant spare parts in any repair will invalidate the Guarantee.
  • Any repair or replacement parts (including Product replacement, should it be necessary) does not extend the Guarantee period in relation to the appliance beyond the original terms.
  • A water sample must be provided upon request. Failure to do so will result in the claim on the Guarantee being invalid.
  • Invoices for attendance and repair of this appliance by third parties will not be accepted for payment unless pre-authorised in writing by Vaillant. Where the Product is not immediately accessible for servicing, the engineer’s visit shall become chargeable at the prevailing rate.
  • Any Vaillant product or accessory supplied other than the Product, for example: control, will be covered by a separate Guarantee relating to that product or accessory.
  • Any exchanged product or component will become the legal property of Vaillant. Any valid claim or service does not extend the original Guarantee. The replacement product or part does not carry a new Guarantee.
  • Health and safety is paramount to Vaillant, and if our engineers cannot gain safe access to the Product, or an engineer cannot gain access to the property then Vaillant’s abortive charge will apply.
  • The Guarantee is transferable if ownership is transferred. Ownership can be transferred by contacting our customer services team.
  • If these terms and conditions have not been complied with in full, then Vaillant reserves the right to declare your Guarantee as null and void. Vaillant’s decision regarding Guarantee claims is final.
  • If this Guarantee is declared null and void, upon your request, Vaillant may offer to provide an extended Guarantee for repairs and annual services for an additional cost.
  • If any employees or agents, acting on behalf of the Vaillant Group, encounter any verbal abuse, physical abuse or any other harm during the administration of the terms of this guarantee or other related services provided, Vaillant reserves the right to invalidate the guarantee and refuse further attendance to any property or product at its discretion.

Servicing

The Product must be serviced annually by a Vaillant or other Building Regulations Approved Document G (3) qualified installer in accordance with the manufacturer’s instructions. The cost of annual servicing is not included in the Guarantee. You must ensure that when the Product is serviced that:

  • Any replacement parts used shall be original Vaillant spare parts.
  • If replacement parts are outside of the manufacturers guarantee, these will be chargeable.
  • The immersion heater(s) must be removed for inspection on service. If corrosion is evident, the element(s) must be replaced.
  • All seals must be checked during the annual service and replaced where necessary.
  • Every service must be recorded in the Benchmark logbook which must be available for inspection. Invoices should be kept as proof of service.
  • The Product is immediately accessible. If the Product is installed in a loft, then sufficient lighting, flooring and a loft ladder must be in place. Where the Product is not immediately accessible for servicing (in Vaillant’s reasonable opinion), the service engineer’s visit shall become chargeable at the prevailing rate.
  • Failure to service the Product by the anniversary of the installation in each year shall result in the Guarantee Period ending and the terms of this Guarantee shall terminate.
  • Invoices sent to Vaillant relating to attendance and repair of the Product by third party installers will not be accepted for payment unless the incurring of such fees are pre-authorised in writing by Vaillant.

Miscellaneous

  • This Guarantee is in addition to, and does not affect, your statutory rights in relation to any product that is faulty or not as described.
  • The Guarantee is provided to you by Vaillant Group UK Limited, (registered in England with Company Registration No. 00294316) of Nottingham Road, Belper, Derbyshire, DE56 1JT.
  • The Guarantee is valid for installation in domestic dwellings in the United Kingdom* and the Republic of Ireland, Isle of Man and Channel Islands.
  • The terms of this Guarantee are subject to the laws of England and Wales and any dispute arising from this Guarantee shall be decided under those laws and before a court or tribunal in England.

*Excludes the Highlands and Islands as defined: KW15, 16 & 17, HS 1,2,3,4,5,6,7, 8,9, PH42, 43, 44, PA41, 42,43,44,45,46,47,48,49,60 ,61,62, 63, 64, 65, 66, 67, 68, 69, 70,71,72,73,74,75,76,77,78