WHO WARRANTS WHAT
Two separate things
There is the manufacturer's product warranty, and there are your rights in law as the buyer. They run alongside each other and neither replaces the other.
Product warranty
[TBC-A1]
Covers the product itself against defects in materials and manufacture, on the terms published by the manufacturer.
- Runs from [TBC-A2]
- Applies to the product, not to the installation
- Conditional on correct installation and use
Use it when the unit itself has failed — a seal, a frame, a mechanism, a finish.
Your statutory rights
[TBC-A3]
Belgian law gives buyers rights in respect of goods that do not conform to the contract. These apply regardless of what any warranty says.
- Different for businesses and consumers
- Not affected by the manufacturer's warranty
- Set out in our terms of sale
Use it when the goods delivered were not what was ordered, or were not fit for purpose.
Read the terms of salePERIODS
What is covered, and for how long
Warranty periods differ by product and by component. The figure that applies to your order is the one on the documentation supplied with it.
| Product | Period | Covers |
|---|---|---|
| Rooflight glazing | [TBC-A4] | [TBC-A5] |
| Rooflight frame | [TBC-A6] | [TBC-A7] |
| Upstands | [TBC-A8] | [TBC-A9] |
| Actuators and electrical components | [TBC-A10] | [TBC-A11] |
| Solatube systems | [TBC-A12] | [TBC-A13] |
| Accessories and spares | [TBC-A14] | [TBC-A15] |
Where the manufacturer's own warranty document differs from this table, the manufacturer's document governs. It is supplied with the product and available on request.
EXCLUSIONS
What it does not cover
A product warranty covers the product. It does not cover what happens to it afterwards. The usual exclusions are:
- Incorrect installation. Units must be installed in accordance with the instructions supplied, on a suitable upstand, by a competent installer.
- Damage in transit or on site — reported under delivery or handled as an insurance matter, not as a warranty claim.
- Modification. Cutting, drilling or altering the unit ends the warranty on it.
- Fair wear, weathering and discolouration within normal tolerances for the material.
- Consequential loss — damage to the building or its contents, and the cost of access, scaffolding or making good.
- Lack of maintenance where the product requires it.
[TBC-A16]
MAKING A CLAIM
What we need from you
Gather these before you contact us and the claim moves in one exchange rather than five.
Six things
- 1 The order number, or the invoice.
- 2 The Kingspan article number from the product label.
- 3 The date of installation, and who installed it.
- 4 Photographs of the fault, taken from far enough back that the whole unit and its surroundings are visible.
- 5 A close-up of the fault itself.
- 6 A short description of what happens and when — permanent or intermittent, weather-dependent or not.
Send it to us through the contact page with "warranty" in the subject, and we will tell you within [TBC-A17] whether we can resolve it directly or whether it needs to go to the manufacturer for assessment.
KEEPING IT VALID
Protecting the warranty
Three things keep a warranty intact, and all three are decided on the day of installation rather than years later.
Install to the instructions. They come with the unit and are on the product page under Installation. Deviations should be agreed in writing before, not explained afterwards.
Use a suitable upstand. A unit fitted to an unsuitable kerb is not a warrantable product failure, whatever goes wrong next. Choosing an Upstand covers what suitable means.
Keep the paperwork. The invoice, the article number, and a photograph of the completed installation. That last one costs nothing on the day and settles most arguments later.
QUESTIONS
Common questions
Does the warranty transfer if the building is sold?
[TBC-A18]
I did not install it myself. Can I still claim?
The warranty attaches to the product and to the purchase, so the claim comes through whoever bought it. If you bought it and a contractor fitted it, you claim — but we will need to know who installed it and how.
Does the warranty cover the cost of getting to the roof?
No. Access, scaffolding, plant and making good are outside the product warranty. Factor that in when planning a replacement.
The unit is discoloured. Is that a defect?
[TBC-A19]
I have lost the article number.
It is on your order confirmation and on your invoice. If both have gone, send us the delivery address and approximate date and we will find the order.
Something has failed?
Send the photographs and the article number. Most claims are resolved without anyone needing to get back on the roof twice.
This page summarises the manufacturer's warranty terms for convenience. Where it differs from the warranty documentation supplied with the product, or from our terms of sale, those documents govern. Nothing here affects your statutory rights.