Learn what information to provide, how a warranty review works and how to obtain approved parts. The written warranty supplied with the product governs the claim.
Do not use an unsafe appliance
Stop use if there is a gas smell, abnormal flame, flooding, damage or another safety concern. Follow the safety guidance on Troubleshooting and Care and the instructions from a qualified professional.
Understanding coverage
Where can I check my warranty coverage?
Use the written Paloform warranty supplied with your product and installation manual for the coverage, start date and conditions that apply. Manufacturing or material defects may be covered, subject to the written warranty and evidence. This FAQ does not replace that document.
Do I need proof of purchase?
Yes. Provide the official invoice or order reference and proof of purchase.
Does every operating problem mean there is a warranty defect?
No. The cause must be reviewed. Installation, fuel supply, site conditions, maintenance, misuse, damage, natural material behaviour and unauthorised changes may not be manufacturing defects.
Can installation, changes or maintenance affect coverage?
Yes. Installation must follow the correct Paloform manual and local requirements, with gas and electrical work completed by qualified people. Unauthorised changes and unapproved or incorrectly placed media can affect safety and coverage. Follow the product’s care and maintenance instructions.
Are natural concrete variations defects?
Concrete naturally varies in colour, texture and surface detail. Technical or warranty review is needed to separate natural variation from a manufacturing defect.
Is normal heat discolouration a warranty defect?
Not automatically. Heat and outdoor exposure can change the appearance of materials. Paloform must review the exact condition and product guidance.
Is freight damage a warranty claim?
Delivery damage and missing items are handled by our Claims team. Open every crate and inspect the contents within five days of accepting delivery. Report damage immediately and missing items within five days. Keep the packaging until Fulfilment confirms it is no longer needed. See Orders and Delivery for the full receiving and reporting steps. This delivery inspection requirement is separate from the written manufacturing-defect warranty.
Requesting a warranty review
How do I start a claim?
Contact Paloform Technical Support with the official order or invoice reference and a clear description of the problem.
What information will Paloform need to review a claim?
Provide the model, fuel and ignition type; a serial or rating-label photograph; proof of purchase; installation date; installer details; safe photographs or video; maintenance history; and qualified test results where relevant.
Should I keep using the product while a claim is reviewed?
Not where there is a safety concern, abnormal flame, gas smell, flooding, damage or an instruction to stop. Follow the safety direction from Paloform and the qualified professional.
How will I know the decision?
Paloform will give the decision and approved next action in writing.
Will an approved claim automatically mean a complete replacement?
No. Depending on the written warranty and evidence, Paloform may approve a part, repair route, product review or another remedy. A complete replacement is not automatic.
Will Paloform pay for service labour, travel or freight?
Do not commission chargeable work expecting reimbursement without written approval. Labour and travel require approval, and freight responsibility is determined by the written warranty and the approved claim decision. Confirm return instructions and costs in writing.
Replacement parts and further help
Can I buy replacement parts?
Yes. Technical Support must first identify the exact appliance, fuel, control generation and compatible part. Appearance alone does not prove compatibility; use the approved part number and instructions.
Can I return a part without authorization?
No. Obtain the approved return instructions and reference before sending anything.
What if the approved repair does not solve the problem?
Keep the same claim or support case open. Record the part installed, installer, test result and remaining symptom. Contact Paloform so the full history can be reviewed before another action is approved.
What help is available after the warranty period?
Technical Support can still help diagnose the issue and identify approved parts or service. Parts, labour, freight and service are normally chargeable unless Paloform approves otherwise.
Does a replacement part restart the full warranty?
Do not assume so. The current written warranty and written claim decision control the warranty period for a replacement part or product.
Is the warranty transferable to a new owner?
Do not assume it is. The current written warranty and proof of purchase control. Ask Paloform to review the specific case.
Prepare a warranty request
- Official invoice or order reference and proof of purchase.
- Product model, fuel and ignition type.
- Serial or rating-label photograph.
- Installation date and installer details.
- A clear description of the issue and when it began.
- Safe photographs, or existing video where safe.
- Maintenance records and qualified test results, where relevant.
- Details of parts or repairs already attempted.
Need more help?
Contact Paloform Technical Support to request a warranty review or identify the correct replacement part.
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