All products ordered from Sol*Aire must be opened and checked within 24 hours of receipt. Any damages must be notified to us immediately to enable us to claim for the product through the couriers own insurance.
Once 24 hours from delivery time has elapsed it is very difficult to process a claim for courier damage.
Guarantees for our products
We always honour the manufacturer’s guarantee period where offered. These vary from product to product. Please see individual product pages for details. In the event of the product and the guarantee changing after the date of purchase. We will honour the guarantee stated at the time of your purchase.
All our products are sourced from reputable suppliers with proven track records, thus we have very few issues with call backs and replacements.
What does the guarantee cover?
Our guarantees provide full cover against mechanical breakdown or physical degradation through normal use. This means that if your item develops a fault during the guarantee period, we’ll arrange for it to be replaced free of charge. We will attempt to replace the product like for like. However if the product range has been updated or discontinued, we will offer a similar replacement.
How does it work?
During the guarantee period, if your product develops a fault, look for visible signs of the breakdown and consult the fault-finding guide in the manufacturer’s handbook, if any. If that doesn’t resolve the issue, please contact us directly.
You’ll need to provide us with details of your order and product. Including the model and date of purchase. You’ll find all this information on our original receipt/ order confirmation – this acts as your guarantee, so please make sure you keep it safe. We will ask for the information stated on this to locate your order.
If you are unable to provide a proof of purchase or receipt the product can not be replaced under warranty.
If the item is faulty, we’ll send a replacement and we’ll always do our best to make sure that you’re satisfied with the outcome.
We will arrange a collection of the faulty product. We will attempt to find a time suitable for you. (Though the product will usually be picked up when the replacement is delivered). We ask you wrap the faulty product in the new product’s packaging
Please do not open any casing or remove any parts from any product unless otherwise instructed to do so. Doing this will void the guarantee.
What’s not included?
There are some specific exclusions from our guarantees, as follows:
- Repair costs caused by external factors
- Accidental damage, for example, if your item has been dropped. You may find that this type of damage is covered by your household contents insurance policy
- Data loss
- Any loss suffered as a result of not being able to use the product, or any loss over and above the purchase price of the original item
- Servicing, inspecting or cleaning of the product; and failure to follow the manufacturer’s instructions and/or installation guidelines
- Deliberate damage or neglect of the product
- Any re-fitting or labour costs for the replacement products.