Warranty

The Ruby Fires warranty policy

Below you will find a description of the handling of warranty requests. This description does not affect the legal warranty on which a consumer is entitled.

Warranty period

For a period of 24 months from the date of delivery to the first end-user¹⁾, Ruby Fires warrants that the Ruby Fires products function according to the manual instructions. The date on the purchase receipt counts as the date of delivery.

Extent of the warranty

The warranty covers the faults caused by errors in the composition of the product.

The Ruby Fires product warranty covers manufacturing defects in materials or damages on the condition that the end-user can prove that the fault, error or damage of the product is not a(n) (in)direct result of:

1. Incorrect installation, meaning, an installation deviating from the installation instructions or (in case of absence of said instruction) deviating from proper professional competence,
2. Usage of wrong or outdated bio-ethanol fuel or water,
3. Misuse, unprofessional use or unprofessional maintenance,
4. Usage of incompatible spare parts or accessories (e.g. the use of both a decoration set and a glass plate),
5. Transport, installation or every other method of adjustment of the product,
6. Product modifications, other faults, errors or damage not resulting from faults in the materials, production or structural faults for which the previous enumeration is not sufficient.

In addition, the Ruby Fires product warranty covers manufacturing defects in materials or damages on the condition that the fault, error or damage of the product is not a(n) (in)direct result of neglect of compliance with legal requirements regarding regular maintenance, neglect of maintenance as described in the manual instructions – or that any faults, errors or damages could not have prevented through maintenance as described in the manual instructions.

Submitting a complaint

The end-user has to submit a complaint to Ruby Fires or to the dealer by which the product was bought within the warranty period and within two months after the end-user has discovered the defect or reasonable could have discovered to activate this warranty. The end-user can fill-in the service form with a description of the defect through the website of Ruby Fires. The end-user has to carefully fill-in all fields as well as submit the purchase receipt^2/3).

The end-user or dealer is responsible for the transport of the product to Ruby Fires. Ruby Fires will decide whether to repair or replace the product at its discretion.

Repairs under warranty

Should the product be repaired or replaced under warranty, then the costs for transport from and to the end-user or dealer are covered by Ruby Fires.

When a product is repaired covered by the Ruby Fires warranty, the remaining warranty period of the product will be extended with the period expired from the moment of the submission of the complaint until the completion of the repair⁴⁾. 

Delivery of a replacement

The delivery of a replacement will be free of charge by replacing the defect Ruby Fires product with a new product of the same type and quality. Should at the time of submitting a complaint the product be out of production, no longer in production or not in the same version (e.g. shape, colour, finishing etc.) Ruby Fires is allowed to replace the defect product with a comparable product⁵⁾.

The end-user has to collect the product at the Ruby Fires dealer, unless otherwise has been agreed upon.

Repairs not covered by warranty

Should the warranty claim of the end-user not be covered by the Ruby Fires warranty then the costs for transport from and to the repair point or the travel expenses of the technician from and to the end-user are paid by the end-user. In addition, all costs are charged at the end-user including costs of labour made when researching and reassembling the product by the technician as well as any spare parts that were used.

The end-user will be informed of the not covering warranty and an estimation of the costs involved.  

Notes: additional explanation of the previously stated terms and conditions

Note 1:
End-user” comprises the natural or legal entity who owns the product and hasn’t received the product for the purpose of selling or installing the product in professional sense.

Note 2:
Should the end-user be unable to prove the date of delivery, then Ruby Fires reserves the right to determine the start of the warranty period based on the presumed production date.

Note 3:
The end-user is responsible for the documentation of and proving that the product hasn’t passed the warranty period.

Note 4:
When a product is repaired covered by the Ruby Fires warranty, the remaining warranty period of the product will be extended with the period expired from the moment of the submission of the complaint until the completion of the repair. 

Note 5:
A repair of a product passed the warranty period has a new warranty period thereafter of 3 months.