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Report a fireplace issue

Before accepting the package and signing the receipt document, please check whether the packaging shows any signs of damage. If you have any doubts about the delivered goods or do not have time to check the contents after signing the receipt, please add the note “accepted with reservations” next to your signature on the document. Then, as soon as possible, check the goods, and if it turns out that the product is damaged, report it to the carrier’s service hotline (the phone number can be found on the packaging). Damage should not be reported to the courier who delivered the goods. Only reports made via the hotline are valid.

The devices undergo an internal quality control process, and defects often occur during transport.
Please note that if the delivery address is that of your Investor, they are responsible for preparing and providing the damage report so that the complaint is valid.
Please send the complete set of documents—the report, photos, and a description of the damage—to the appropriate Customer Service representative.

All our devices are shipped via external freight carriers, selected for the highest quality of service.

Due to frequent questions regarding shipment collection procedures, we are providing the following information and kindly ask you to follow the instructions below:

1

Please check the condition of the shipment and note any damage on the “receipt document” if it occurs.

2

Please check that the packaging is not damaged and, if possible, inspect the goods in the presence of the courier. Please pay special attention to the glass in fireplaces—cracks can often be seen through the protective film.

3

If the goods show signs of damage, a damage report should be prepared in the presence of the courier. Please describe what has been damaged and prepare photographic documentation. The points marked in the report are important; very often the courier marks certain items on their own, not necessarily in the recipient’s favor, so these should be verified before signing the report.

4

The goods should be inspected on the day of delivery, and if any damage is found, this should be reported immediately to the carrier—the contact number can be found on the packaging (yellow sticker).

5

The time at which the damage is reported to the carrier is crucial—the sooner it is reported, the greater the likelihood that the claim will be accepted.

6

If the goods are not inspected in accordance with the above recommendations, the Recipient will be charged for the cost of repair or replacement of parts.

Full name:

Phone:

Email:

Device serial number:

Address:

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Choose device type:

Choose your region:

Choose report type:

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Please provide the purchase date:

Please provide the seller name:

Add a photo of the damage:

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Please provide the purchase date:

Add a photo of the damage:

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Please provide the purchase date:

Damage photo:

Add a report (from the courier):

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The controller of your personal data is DEFRO R. Dziubeła limited partnership, headquartered at ul. Powiatowa 111A, 26-067 Ruda Strawczyńska, VAT ID (NIP): 9591968493. Your personal data is processed solely for the purpose of responding to inquiries submitted via the contact form. The legal basis for processing is the legitimate interest of the Controller (Article 6(1)(f) GDPR), consisting in proper communication with customers. You have the right to access your data, rectify it, erase it, restrict its processing, and to object to the processing. You also have the right to lodge a complaint with the supervisory authority. More information about data processing can be found in the Privacy Policy at www.defrohome.com