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Warranty obligations

When making a purchase, the customer pays special attention to the guarantee, since this is one of the most important aspects. None of us is insured from various unforeseen life occasions. Something may break or fail. For such cases, there is a guarantee. TENKO company cares about all the customers. Every client is important to us. We provide a guarantee for all our products (electric boilers and completing elements - 1 year). The high reputation of the TENKO company is confirmed by deeds, not words!

Before sending the goods by post to the buyer, our managers and specialists always check the goods so that you do not receive the order with any defects. We always insure parcels without fail in case something happens to them during delivery.
The TENKO company provides a warranty card and a passport with the goods.

The warranty does not apply in the following cases:

NO PASSPORT FOR THE DEVICE (INSTALLATION AND OPERATION MANUAL)
THERE IS NO NOTE IN THE WARRANTY CARD ABOUT THE SALE OF THE DEVICE AND THE PERFORMANCE OF COMMISSIONING
NO BRANDED PACKAGING ON THE DEVICE
THERE ARE SIGNS OF SELF REPAIR OR PARTS REPLACEMENT
THERE ARE SIGNS OF VIOLATION OF THE RULES FOR INSTALLATION AND OPERATION OF THE DEVICE
1.1 Manufacturer's warranties for heating elements (heating element of an electric boiler).
1.1.1 The manufacturer guarantees the normal operation of the electric boiler, subject to the rules of operation and storage.
1.1.2 The warranty period is 12 months from the date of sale to the consumer.
1.1.3 The manufacturer undertakes to correct the defects of the product or replace it free of charge during the warranty period, if the defects did not arise as a result of violation of the rules by the buyer for using the product or storing it. Warranty repairs are carried out by the manufacturer or his representative.

The warranty does not apply in the following cases:

sediments on heating elements or other sediments;
for such types of work as adjustment, cleaning and other care of the device described in the manual;
breakdowns caused by freezing, overpressure and other similar reasons;
corrosion damage, power surges, natural phenomena, and natural disasters, fire, animals, insects (especially cockroaches, ants, prusaks, etc.), foreign objects entering the device;
failures caused by improper operation of the equipment, or its poor maintenance;
caused by poor operation of the circulation pump;
damage caused by the action of unauthorized persons;
defects caused by incorrect connection to the mains or unsuitable voltage, etc;
no the mark of commissioning in the Manual;
1.1.4 The manufacturer does not accept claims for the quality of the electric boiler and does not perform warranty repairs in cases of non-compliance with the requirements of this Manual or its absence, the mechanical damage or traces of self-disassembly, repair or modifications, natural disasters, fires.

1.2 Manufacturer's guarantees for the basic automation of the electric boiler.
1.2.1 The warranty period for the electric boiler automation is 12 months from the date of sale, but not more than 2 years from the date of release at the manufacturer. During the warranty period, the manufacturer repairs the automation free of charge in case of non-compliance with the requirements of the technical conditions, provided that the consumer follows the rules of storage, connection and operation.
1.2.2 Electric boiler automation is not subject to warranty service in the following cases:

expiration of the warranty period of storage or operation;
the operating conditions and the wiring diagram do not correspond to the Installation and Operation Manual published in this document;
the complete set of the product does not correspond to that published in this document (lack of sensors, adapters, change in the electrical circuit, change in the nominal value of components);
the product has traces of mechanical damage (violation of sealing, unmarketable appearance, burning of the power terminals from the outside);
there are traces of exposure to moisture, ingress of foreign objects, dust, dirt inside the product (including insects), lightning strike, fire, flooding;
lack of ventilation and other reasons beyond the control of the manufacturer.
1.2.3 The warranty does not cover the circuit breaker and mechanical damage to the sensors.


1.3 Terms of Warranty Service.
1.3.1 Warranty service of the electric boiler is carried out upon presentation of a correctly completed warranty card and sales receipt.
The warranty card attached below, subject to the stipulated conditions, gives the right to free warranty repair of the electric boiler, component parts of inadequate quality.
Warranty repairs are carried out by an authorized service center, information about which is given in the appendix to this sales receipt. If it is absent or unreliable, you may contact the trading organization or the representative office of the manufacturer.
The warranty periods specified in clauses 13.1 and 13.2 are calculated from the date of sale of the product. The date of sale of the product is indicated in the warranty card and the purchase receipt, if there is no date of sale in the appendix or receipt, the warranty period is calculated from the date of manufacture of the product.
The date of manufacture of the product is indicated on the plate with technical parameters located on the body of the product.
The warranty periods for electric boilers and their components transferred to the consumer instead of electric boilers and their components, of inadequate quality, expire on the last day of the warranty period established for the replaced electric boiler or component.

1.4 Early termination of the warranty period.
1.4.1 The warranty period expires before the expiration of the specified in clauses 1.4. 2 and 13.2.1 for a period of time, under the following circumstances:

violation of the for installation, storage, transportation and operation rules by the consumer;
operation with a faulty basic automation system and an external control system recommended by the manufacturer;
self-repair, uninstallation, replacement of components that disrupt the performance of the product;
mechanical damage to the product;
inconsistency of the parameters of power grids or operating conditions with existing norms and standards;
use of the product for unintended rules;
absence of a serial number plate on the product body;
lack of a security system in the heating system;
1.5 Additional services and information.
1.5.1 We recommend using the services of our service centers to carry out annual preventive maintenance of the equipment with a subsequent extension of the warranty period by one year.
Through the network of our service centers, you may purchase spare parts and components for the electric boiler, as well as receive the necessary technical advice. You may find out the addresses and phone numbers of service centers by phone in the main service center. Delivery of equipment to the service center is carried out by the owner of the equipment at his expense.
The decision on the warranty or paid form of repair work during the warranty period is taken by an employee of an authorized service department.
After the expiration of the warranty period, TENKO provides post-warranty service. We always have the right part in our warehouse if yours is out of order. Consultants will provide you assistance in emerging issues. TENKO also carries out repair and replacement of components.
After the sale, we still continue to take care of our customers. You could always ask a question to TENKO employees about the product. The best qualified specialists are always at your service.
If you have any questions about the warranty and post-warranty service, please call the following phone numbers:

Monday - Friday from 8.00 to 17.00
 
Saturday - Sunday - day off

Tel. +38 (098) 227-51-19, +38 (063) 017-68-04

tenkoservice@gmail.com

Consulting support for the operation and maintenance of Premium and Premium+ boilers is provided by email support@tenko.ua