Although the DRU/Dik Geurts products aren't delivered directly to internet shops, we do realise that our products are for sale online. Many consumers ask: how does this then work in relation to servicing and guarantees?
DRU has negotiated agreements with its direct buyers based on terms of delivery about providing its consumers with servicing and guarantees. Should you experience a problem with the delivered item then your supplier will be your point of contact. Your supplier is also legally obliged to provide you with servicing and guarantees. If the supplier states that it relates to an issue of guarantee that they themselves cannot resolve, they will then contact DRU. Together we will look at how to resolve the query in the quickest way possible. In some cases DRU will send out new components that your supplier will then install and in some cases the DRU engineer will endeavour to resolve the problem on site.
It is therefore vital that you appreciate that if your supplier sells online they can also provide servicing and guarantees. Merely relying on the factory guarantee is not enough, as service and guarantee issues first and foremost are between the 'consumer and supplier'.
Be aware therefore that in exchange for a discount you do not relinquish your right to a guarantee and servicing. Online shops may comprise an extension of a specialist stove shop or installation company where everything relating to installation and service provision is arranged as it should be. Sometimes though, stoves are offered by online companies that aren't themselves stove experts. Good online companies organise installation, guarantees and service provision properly. This can usually be found back in the terms of delivery listed on the site. Not all online companies are that meticulous. You must therefore check the online company's site to see if it provides clarity on its service and guarantee provision. If necessary, send them an email requesting their terms of delivery.
As a result of recent developments DRU deems it necessary to highlight risks to the consumer who is looking to buy a stove online. DRU advises consumers to thoroughly check the supplier provides sufficient guarantees and can provide expert installation and service provision. DRU would in addition like to warn against installing DRU stoves in person. The installation of wood stoves must only be undertaken by specialist professionals.