Complaints and Warranty Terms

The following terms and conditions apply to the warranty (“the Warranty”) provided by ScanTherm ApS (“ST”):

1. Definitions:

Unless otherwise specified in the text, the definitions set forth in ST’s Terms and Conditions of Sale and Delivery shall apply to this Warranty.

2. Scope:

2.1 The warranty covers ST’s products that have been purchased from ST’s direct dealers (“Dealer”) and that are or will be installed or used by private consumers. The warranty is provided solely for the benefit of the dealer (ST’s direct contracting party) and therefore cannot be invoked by the dealer’s contracting party (including the End Customer) or any other third party—nor in the event of the installer’s bankruptcy or if the dealer is subject to reorganization proceedings. The warranty is void in the event of commercial use.

2.2 The warranty is valid for 2 years from the date the product is sold to or installed at the End Customer’s location. However, the product must be installed no later than 3 months after it is sold to the dealer.

2.3 The warranty applies only to air-to-water heat pumps that are activated no later than 2 weeks after installation at the End Customer’s premises and that have been installed by ST’s service partners.

2.4 The warranty applies only to products installed at an End Customer’s location in the Nordic countries (Denmark, Sweden, Norway, and Finland) (only islands connected by a bridge).

2.5 ST may amend the warranty terms and revoke the Warranty at any time. Any amendment or revocation takes effect as of the date of publication on ST’s website (www.scantherm.dk) and applies to products ordered after that date.

3. Warranty:

3.1 The warranty covers (provided the conditions in Section 4 are met) manufacturing defects and material defects in products that become apparent during the warranty period and that have arisen during normal operation.

3.2 In the event of manufacturing defects and material defects covered by the warranty, ST will—at ST’s sole discretion—either repair and/or replace parts or exchange the product. The warranty does not cover costs resulting from particularly difficult access conditions or costs for equipment such as cranes, lifts, scaffolding, etc. Warranty work must be performed by an installer selected by ST. Repair work performed without prior agreement with ST is not covered and will not be reimbursed by ST. Plug&Play products are not repaired at the end customer’s location but must be returned to ST’s workshop in DK-9900 Frederikshavn upon approval from ST. Repair, replacement of parts, or exchange does not automatically trigger a new warranty period.

3.3 This warranty does not grant the dealer any rights other than those specified in this warranty. The dealer may not make any claims against ST of any kind, including claims for a pro rata reduction, compensation, or reimbursement of costs for electricity, troubleshooting, daily penalties, or similar expenses. The warranty is provided solely for the benefit of the dealer (ST’s direct contracting party); therefore, the end customer or any third party may not make claims against ST either.

3.4 If, during warranty service, it becomes apparent that the defect is not covered by the Warranty but is due to improper installation, handling, use, lack of cleaning, lack of maintenance, or similar causes, as well as in the event of a service call resulting from the dealer’s refusal to attempt a restart themselves following instructions from technical support, the individual or company that filed the case with ST will be billed for the time spent on the service call, troubleshooting, repair, and/or replacement, at ST’s current hourly rate of 950 DKK plus tax, plus travel expenses and materials.

3.5 The warranty does not apply if defects in the product are caused by:
– External factors, foreign objects
– Modifications or additions to the product
– Improper use, improper installation, or incorrect configuration of the product’s control system (i.e., if the product is not installed in accordance with the applicable installation manual, schematic diagram, etc.)
– Vandalism, negligence
– ST does not provide a surface warranty on the products
– Insufficient network, router malfunction, or issues related to the app
– Defects or conditions in the building’s electrical installation, plumbing, water pipe size, floor heating, radiator size, etc.
– Integration/installation with other heat sources (e.g., solar heating, external controls, pumps, etc.) that are not intended for this purpose
– Malfunctions resulting from storms, frost, lightning, earthquakes, high tides, hail, landslides, flooding, explosions, fire, corrosion, power surges, and other acts of God

3.6 The following conditions are not considered manufacturing defects or material defects and are therefore not covered:
– Lack of refrigerant in products containing refrigerant
– Visual deterioration occurring after delivery
– Parts considered to be subject to normal wear and tear, including filters, valves, sensors (including mechanical sensors), heat exchangers, circulation pumps, controls (including mechanical relays), motors (including fan motors), and similar components

4. Warranty Terms:

4.1 ST has prepared a handover report in the form of a form for use in the delivery of air-to-water heat pumps. This report must be completed upon handover of the installation to the End Customer. The report must be retained by the End Customer, with a copy retained by the Installer if applicable.

4.2 Products must be installed by a licensed and certified refrigeration contractor, and applicable laws must be followed. The relevant schematic diagram must be followed; see section 3.4. All electrical work must be performed by a licensed electrician, and all plumbing work must be performed by a licensed plumber. An installation invoice for the installation of air-to-water heat pumps and other installation products is required as documentation.

4.3 Products must be serviced by an ST-approved, authorized, and certified refrigeration installer and must comply with applicable laws. ST has prepared a Service Report form, which can be obtained by contacting ST and must be completed when servicing air-to-water heat pumps. ST requires that all air-to-water heat pumps, regardless of their capacity, be serviced at least once a year.

4.4 If the conditions set forth in sections 4.1 through 4.3 are not met, the Warranty shall lapse, and no claims may be asserted against ST.

5. Warranty Claims:

5.1 Notification of a warranty claim must be submitted via https://www.scantherm.dk/da/reklamation during the warranty period and immediately after the defect is discovered. Other inquiries will not be processed.

5.2 The notification referred to in section 5.1 must be accompanied by the original sales invoice. For air-to-water heat pumps, proof of a completed Handover Report must also be attached, see section 4.1. In addition, a copy or copies of the Service Report must be attached if the air-to-water heat pump is more than 1 year old, see section 4.3.

5.3 ST may reject a complaint if the defect is not described in sufficient detail or if the relevant documentation is not included.

6. Governing Law and Jurisdiction:

6.1 The warranty is subject to the same provisions regarding governing law and jurisdiction as the Terms and Conditions of Sale and Delivery, see Section 16 herein.