Product Servicing Terms & Conditions

Booking an In Guarantee Service or Out of Guarantee Repair

Your agreement to book a product service visit with Glen Dimplex Heating & Ventilation is an offer to purchase product servicing from us and is subject to the following terms and conditions and accordingly a contract is formed at such time.

At the time of booking you must confirm that you are authorised to request a repair to the product and will fully accept liability for any charges incurred if the visit is not covered by the terms and conditions of our guarantee or authorised to make payment for any chargeable services.

We cannot accept requests for product service visits where you have not accepted liability for any possible charges.

You must also confirm that the product can be isolated from any supplies, that the service engineer can park legally at the location (if a permit is required this must be made available to the engineer upon his arrival) and that you are over 18 and will be present at the time of the visit (if you will not be present during the service visit you confirm that your representative is over 18)

You may cancel the contract within ten (10) working days from the date the contract is formed providing that our service engineer has not already attended at the time of cancellation by notifying us by telephone on 0344 879 3588 or by email to quoting your reference or case number.

All appointments will be scheduled to commence during normal working hours. Where an appointment has not been agreed in advance, the service engineer or service partner will aim to contact you within 3 working days to undertake the visit. Where required parts are unavailable, this time will extend, and you should have been advised of this when the booking is agreed.

We will use all reasonable endeavours to ensure that an engineer will attend on the agreed date. However, occasionally, due to circumstances out of our control, we may be unable to attend as planned. If we are unable to attend on the agreed date, we will contact you as soon as is reasonably practicable to agree an alternative date.

Please Note No guarantees are given regarding response times.

If you are unable to allow our engineer access on the agreed date you must contact us as soon as is reasonably practicable (and in any such event before 12pm of the day preceding the agreed date) to arrange an alternative date. If you do not inform us or inform us after this time, we reserve the right to charge a cancellation charge of £82.50 + VAT (£99 including VAT).

If we have to cancel the visit before we enter the property due to the lack of legal parking, no one at home or the person in attendance is under the age of 18 years old we reserve the right to charge a cancellation charge of £82.50 + VAT (£99 including VAT).

We reserve the right to cancel any appointment if we reasonably believe that the health and safety of our engineer cannot be guaranteed. Our engineers are entitled to work in a smoke free environment; please ensure that the engineer is not exposed to active smoking whilst they are within the property. 

We also reseve the right to apply a charge of £20 + VAT for postcodes within the London Congestion Zone.

Please ensure any pets are kept away from the area where the engineer needs to work.


If the product / appliance is covered under the terms of our guarantee, the provision of product servicing will be free of charge.

If you have not previously registered the product / appliance, you may be asked by our engineer to provide proof of purchase in the form of an original purchase receipt or invoice. Failing this, the guarantee will be determined using the product /appliance date of manufacture or serial number.

If you are unable to provide such information to our engineer, we will be entitled to charge full payment for the visit. This will be charged at our fixed price repair rate and payment will be taken when you contact our Customer Support team at the time the repair is arranged.

Not covered under Guarantee

The following are not covered under the terms of our guarantee.

• The product has not been installed, set up or commissioned in accordance with the manufacturer’s installation instructions.

• It does not meet the requirements of the Benchmark scheme where applicable.

• Access to the property is not possible

• Damage or performance issues arising from incorrect installation

• Call out charges where no fault is found

• The activation of a safety device

• Poor maintenance or lack of cleaning

• Scale, where applicable

• Power/ water/ fuel supply to the product not meeting required operating parameters or cannot be safely isolated.

• Product is no longer installed

• Product is not safely accessible

• User error

• Wilful damage

• Failure of consumable items

Where a service visit has been booked under the terms of our product / appliance guarantee and the causes are not covered as above and a repair is carried out then a full service charge at our fixed price repair rate for that product / appliance will be made.

We will not accept or reimburse any costs associated with any third party carrying out work on the product without our prior consent or pay compensation or consequential losses (e.g. loss of earnings, business losses, stress and inconvenience) arising from a product breakdown, including repair delays caused by factors outside our reasonable control.

The service visit

Our engineer will use all reasonable efforts to repair a fault however; we cannot guarantee to be able to repair every fault.

During the service visit if we are unable to affect a repair because we are unable to isolate the product / appliance or it is installed in an area where our engineer cannot gain clear and safe access or it has not been installed in accordance with the installation instructions we reserve the right to charge a call out fee of £82.50 + VAT (£99 including VAT)

If the fault is the result of faulty installation, damage or defects, or the product / appliance has been taken apart, repaired or modified by any persons not authorised by Glen Dimplex Heating & Ventilation we reserve the right to charge a call out fee of £82.50 + VAT (£99 including VAT)

Obsolete products

If a product has been out of production for more than five years, the service engineer will use their best efforts to complete a successful repair. If however the required parts are no longer available, we reserve the right to charge a call out fee of £82.50 + VAT (£99 including VAT)

Repair Guarantee

1. Paid repairs

We guarantee all replaced parts for a full 12 months from the date of the paid repair visit. We will, free of charge, re-perform any service should the same part fail within 12 months following the original paid visit date. Parts replaced free of charge during this guarantee do not attract a further 12-month guarantee. This Guarantee will not apply where the defect arises again as a result of: wilful or accidental damage; use of the appliance otherwise than in accordance with the user instructions; any tampering with; or alteration of; the appliance by anyone other than us. if our engineer reasonably believes that the reported fault is not directly related to the original part replaced, we will be entitled to charge a full service charge at our fixed price repair rate for that product / appliance.

2. Unable to repair - paid repairs

If we are unable to complete a repair on your product, and the product is deemed beyond on economical repair, we will refund any difference minus the cost of our call out fee of £82.50 + VAT (£99 including VAT). The refund will be made within 28 days of the service visit date and our Customer Support team will contact you in order to process any refund due.

3. Guarantee repairs

Repairs carried out under guarantee do not extend the original product / appliance guarantee period.

Limitations on our liability

Glen Dimplex Heating & Ventilation will not consider compensation for loss of use of the product / appliance or consequential losses of any kind.


These terms and conditions shall be constructed in accordance with the laws of England and Wales, and both parties agree to submit to the jurisdiction of the courts of England and Wales,

Where the service is to be performed in Scotland, this contract shall be constructed in accordance with the laws of Scotland, and both parties agree to submit to the non-executive jurisdiction of the courts of Scotland.

These conditions can only be amended or varied by written agreement between both parties

The guarantees set out above do not affect your statutory rights as a consumer. If you are unhappy with any aspect of our service please see our Complaints Policy here.