Our Warranty and Guarantee Information

>> CLICK HERE TO COMPLETE AN ONLINE A WARRANTY REGISTRATION FORM <<

Thank you and congratulations on the purchase of your new CHESNEYS product. In this warranty/guarantee, CHESNEYS means Chesneys Group Limited, a company incorporated in England with registered company number 12726816.

All of our products are designed and manufactured to the highest possible standards of quality and craftsmanship, using the best materials available. All our products are subject to a thorough quality control process, which is why we are convinced that you have purchased a product which you will enjoy for many years to come.

It is extremely important that your new product is serviced on an annual basis and any defective parts replaced using only genuine CHESNEYS supplied or recommended parts (https://www.chesneys.co.uk/shop).

You should only use suitably qualified and competent installers (e.g. HETAS, GAS SAFE or other competence installation scheme registered in the UK).

OUR GUARANTEE

The fire box only on our wood burning and solid fuel stoves (including the panel components and welding) is supplied with a 10 year guarantee, for stoves purchased from 1st October 2018. Stoves purchased prior to 1st October 2018 are supplied with a 5 year guarantee. To validate the guarantee your stove must be registered within 28 days of purchase via our warranty registration by the original purchaser.

The guarantee period runs from the date of the original purchase from CHESNEYS.

This guarantee is not transferable and is extended only to and solely for the benefit of the person(s) purchasing of the stove directly from CHESNEYS. Please retain your dated sales order/receipt as proof of purchase.

If any part of the fire box fails due to manufacturing or material defect within the guarantee period CHESNEYS will at its sole discretion either repair or replace the part at no charge. The decision of CHESNEYS will be final. For the purpose of this guarantee, a material or manufacturing defect includes the splitting or cracking of the main stove body.

All claims on this guarantee must be made by the original purchaser of the stove from CHESNEYS (this may be an independent stockist, or a CHESNEYS showroom) . All claims must be accompanied by the proof of purchase.

All claims should be sent to warranties@chesneys.co.uk and must include the stove serial number and photographs attached showing the defect and condition of the stove. Defect and problem dependent, we may request copies of your servicing record to process your claim.

Removal and re-installation costs will only be covered during the first year only. Cover for the remaining 9 years will be for parts only.

For the full term of the guarantee (10 years), any and all transportation, packaging and handling costs shall be the sole responsibility of the purchaser.

Any/all repaired or replaced fire boxes will only be covered for the remainder of the original guarantee period.

If you should ever wish to make a guarantee claim because of a product fault or defect, you must inform CHESNEYS within 28 days from the date on which the fault or defect first became apparent. If the product fault or defect is not notified within 28 days from the date on which the fault or defect became apparent, CHESNEYS cannot accept any liability for events or issues which arise after the 28 day period or which are caused or increased by the lack of notification which therefore prevented action being taken to restrict or eliminate any consequences arising from the fault or defect at an earlier date.

In the event of a product fault occurring during the guarantee period, CHESNEYS will send the appropriate component or goods necessary to rectify the fault, free of charge.

Nothing in the guarantee shall make CHESNEYS liable for any or special, incidental or consequential damages, injury to persons or property, or any other consequential loss beyond the consumer’s statutory rights. The liability on these issues is covered by CHESNEYS Terms and Conditions of Sale.

CHESNEYS total liability extends only to the purchase price paid for the goods, except where such a limitation is prohibited by statute. CHESNEYS in the event of a guarantee claim, reserve the right to either replace the goods in question or to refund the purchase price of the goods.

This guarantee does not affect your statutory rights.

This guarantee is extended to purchasers in the UK, Ireland, France, Belgium and Holland, subject to the terms stated within it and shall be governed by and construed in accordance with the laws of England and Wales.

EXCLUSIONS TO OUR GUARANTEE

CHESNEYS will not be liable for any consequential loss or incidental loss, damage or injury however caused.

This guarantee will become void:

I. If the stove is not installed by a suitably qualified person (e.g. HETAS or other competence scheme registered in the UK).
II. If the stove is not installed in accordance with the current Building Regulations and the rules in force.
III. If the stove is not installed in accordance with our installation instructions
IV. If the stove is not regularly serviced and maintained, in accordance with the installation instructions.
V. If the product is subject to misuse or neglect, including the use of non-recommended fuels. Please visit the HETAS website http://www.hetas.co.uk for a full list of approved fuels which are covered by our guarantee.
VI. If any repairs or modifications have been carried out by anyone other than CHESNEYS or their authorised representatives.
VII. If damage results from installation and/or usage where the appliance has not been installed or used in accordance with the CHESNEYS installation and operating instructions, or if the installation does not conform to national and local Building Regulations, Fire and Safety Regulations and the rules in force.
VIII. If damage is caused by over-firing of the stove. Please refer to CHESNEYS operating instructions for further details.
IX. If damage is caused by storing or using the product in a damp, unheated environment.
X. If corrosion is caused by condensation, damp or water ingress into the flue, chimney or the surrounding area of the stove.
XI. If defects or faults are caused by local conditions such as draught problems and chimney defects including atmospheric conditions and coastal sea air.
XII. If the serial number has been damaged or removed.

The guarantee is for the fire box of the stove only and does not include the following consumable items:

I. Grate components made from steel, vermiculite or cast iron
II. Internal protection plates including vermiculite insulation
III. Baffle plates made from steel or vermiculite
IV. Fire bricks – (For more information about fire bricks and when to relpace them, click here)
V. Door glass
VI. Rope seal
VII. Ash pan

In normal usage the paint finish of your appliance may change colour slightly. As these circumstances are considered normal, they are not covered by the guarantee. The paint finish will require touching up or repainting from time to time. Maintaining the finish is normal practice and is not covered by the guarantee.

OUR WARRANTY

All our products (with the exception of the fire box only on our wood burning and solid fuel stoves, which is subject to a separate guarantee) come with a 1 year manufacturer’s warranty. To validate the warranty your product must be registered within 28 days of purchase via our warranty registration (https://secure.chesneys.co.uk/warranty/registration.asp) by the original purchaser.

The warranty period runs from the date of the original purchase from CHESNEYS.

This warranty is not transferable and is extended only to and solely for the benefit of the person(s) purchasing of the stove directly from CHESNEYS. Please retain your dated sales order/receipt as proof of purchase.

If any part of the product fails due to manufacturing or material defect within the warranty period CHESNEYS will either repair or replace the part or product at their discretion, ‘free of charge’. The decision of CHESNEYS will be final.

All warranty claims must be made by the original purchaser of the stove from CHESNEYS (this may be an independent stockist, or a CHESNEYS showroom) . All claims must be accompanied by the proof of purchase.

All claims should be sent to warranties@chesneys.co.uk and must include the product serial number (if present) and photographs attached showing the defect and condition of the product. Defect and problem dependent, we may request copies of your servicing record to process your claim.

Any and all removal, transportation, packaging, handling and re-installation costs shall be the sole responsibility of the purchaser.

Any/all repaired or replaced products will only be covered for the remainder of the original warranty period.

If you should ever wish to make a warranty claim because of a product fault or defect, you must inform CHESNEYS within 28 days from the date on which the fault or defect first became apparent. If the product fault or defect is not notified within 28 days from the date on which the fault or defect became apparent, CHESNEYS cannot accept any liability for events or issues which arise after the 28 day period or which are caused or increased by the lack of notification which therefore prevented action being taken to restrict or eliminate any consequences arising from the fault or defect at an earlier date.

In the event of a product fault occurring during the period, CHESNEYS will send the appropriate component or goods necessary to rectify the fault, free of charge.

Our warranty conditions do not affect your statutory rights.

This warranty is extended to purchasers in the UK, Ireland, France, Belgium and Holland, subject to the terms stated within it and shall be governed by and construed in accordance with the laws of England and Wales.

EXCLUSIONS TO OUR WARRANTY

CHESNEYS will not be liable for any consequential loss or incidental loss, damage or injury however caused.

This warranty will become void:

I. If the stove is not installed by a suitably qualified person (e.g. HETAS or other competence scheme registered in the UK).
II. If the stove is not installed in accordance with the current Building Regulations and the rules in force.
III. If the stove is not installed in accordance with our installation instructions.
IV. If the stove is not regularly serviced and maintained, in accordance with the installation instructions.
V. If the product/appliance is subject to misuse or neglect, including the use of non-recommended fuels.
VI. If any repairs or modifications have been carried out by anyone other than CHESNEYS or their authorised representatives.
VII. If damage is caused by over-firing of the product/appliance. Please refer to our operating instructions for further details.
VIII. If damage is caused by storing or using the product in a damp environment.
IX. If corrosion is caused by condensation, damp or water ingress into the flue, chimney or the surrounding area of the product/appliance.
X. If defects or faults are caused by local conditions such as draught problems and chimney defects.
XI. If the serial number has been damaged or removed.

The warranty does not include the following items, which are deemed serviceable and will require regular replacement due to wear and tear:

In normal usage the paint finish of your appliance may change colour slightly. As these circumstances are considered normal, they are not covered by the warranty. The paint finish will require touching up or repainting from time to time. Maintaining the finish is normal practice and is not covered by the warranty.