Dimplex Product Guarantee: Terms and Conditions

Your new Dimplex product is guaranteed against faulty materials, defective components, and manufacturing defects.

This guarantee is provided by Glen Dimplex Consumer Products Limited, [CONFIRM registered address]. Glen Dimplex Consumer Products Limited is a subsidiary of Glen Dimplex Group.

The guarantee starts from the date of original purchase. The standard guarantee period and any available extended guarantee periods are set out in the Exceptions section below. Where no exception applies, the standard guarantee period is two (2) years.

When you register your product with us, we will send you an email confirming the start and end date of your guarantee, along with a copy of these terms and conditions.

If you have any questions about the guarantee on your product, please contact us via the online chat or at support@glendimplex.com or contact the retailer from which you purchased the product.

This guarantee does not in any way affect your statutory consumer rights, including those under the Consumer Rights Act 2015. In certain circumstances, your statutory rights may offer greater protection than this guarantee. If you have questions about your statutory rights, please contact the retailer from which you purchased the product, as your consumer contract is held with that retailer.

What is covered by this guarantee?

  • Repairs to or replacement of the product required as a result of faulty materials, defective components, or manufacturing defects
  • Functional replacement parts required to repair a covered product
  • The reasonable costs of a Dimplex Approved Engineer or Approved Service Agent to carry out a covered repair

What is not covered by this guarantee?

  • Transit and delivery damage
  • Cosmetic or cabinet parts, including but not limited to control knobs, handles, and trims
  • Wear and tear, including but not limited to discolouration, scratches, and similar cosmetic degradation
  • Accessories and consumable items, including but not limited to bulbs, fuses, and filters
  • Repairs required as a direct or indirect result of:
    • Accidental damage, misuse, or abuse of the product
    • An attempted repair carried out by anyone other than a Dimplex Approved Engineer or Approved Service Agent
    • Installation or use of the product that does not comply with the requirements set out in these terms, the installation instructions, or the user guide
  • Products operated at any time on commercial or non-residential premises (unless we have previously agreed to the installation environment in writing)
  • Any issues caused by an inadequate or unsuitable supply of required services, including electricity
  • Any issues caused by faulty or non-compliant electrical connections
  • Damage caused by frost or limescale
  • Corrosion caused by direct exposure to salt water. Where the product is installed or used within 200 metres of the coast, the guarantee period for corrosion-related damage will be reduced by 50%
  • This guarantee is limited to the cost of repairing or replacing the product. To the extent permitted by law, we do not accept liability for any financial loss incurred in connection with a product failure. Such financial loss includes but is not limited to:
    • Damage to property
    • Time taken off work
    • Costs of an interim solution while awaiting repair or replacement
    • General compensation for inconvenience

Important Notes

  • This guarantee applies only to products purchased and used within the United Kingdom
  • This guarantee is effective from the date of purchase of a new product from an authorised retailer and will be void if the product is subsequently resold
  • This guarantee does not apply to products purchased as graded, second, refurbished, or open-box goods
  • Electric products must be used on the supply circuit or voltage stated on the product rating plate
  • Products must be used in accordance with the instructions provided. Using a product in a manner inconsistent with its intended purpose may invalidate your guarantee
  • Optional extras supplied by us (for example, wall brackets or accessory kits) are guaranteed against manufacturing faults for twelve (12) months only
  • This guarantee does not apply to the repair or replacement of supply cables, plugs, spur units, consumer units, or any associated electrical infrastructure not supplied by us
  • We make no guarantee as to response times for repairs or replacements
  • We reserve the right to terminate this guarantee if our staff or representatives are subjected to physical or verbal abuse in the course of carrying out their duties
  • Possession of a copy of these terms does not of itself confirm that a product has the benefit of this guarantee. If you have any questions, please contact us via the online chat or at support@glendimplex.com.

Exceptions to the Standard Guarantee Terms and Conditions

The following product-specific terms apply in addition to, or instead of, the Standard Guarantee Terms above. Where a product category is not listed, only the Standard Terms apply.

Electric Fires

Electric fires are covered by a standard two (2) year parts and labour guarantee from the date of purchase.

The standard guarantee can be extended to up to three (3) years on selected electric fire models, as indicated on the Dimplex website and in product literature, subject to the following additional conditions:

  • You have registered your product with us within 28 days of the date of purchase
  • You have purchased your product from a specified authorised retailer (where applicable)

Portable Heating Products

Portable heating products are supplied with a UK mains power cord and 3-pin plug and do not require professional installation.

This category includes fan heaters, convector heaters, oil-free radiators, baseboard heaters, and Optimyst heaters.

Standard guarantee periods by product range:

  • Fan heaters (DXFF, DEUF, Desk Friend, HeatHalo, Rugged): 1 year standard; up to 3 years with registration on selected models
  • Convector heaters (ML range, HeatLite range, ThermaFlex): 1 year standard; up to 3 years with registration on selected models
  • Oil-free radiators (Eco Chico, ECR range, Eco Edge): 1 year standard; up to 3 years with registration
  • ThermaIQ smart baseboard heater: 1 year standard; up to 4 years with registration
  • EvoRad smart oil-free radiator: 1 year standard; up to 5 years with registration
  • FuturaD premium oil-free radiator: 1 year standard; up to 10 years with registration
  • Optimyst 3-in-1 heater: 1 year standard; no extended guarantee currently available

Where an extended guarantee is available, it is subject to the following additional conditions:

  • You have registered your product with us within 28 days of the date of purchase
  • You have purchased your product from a specified authorised retailer (where applicable)

The following additional conditions apply to all portable heating products:

  • Products must not be operated in wet or damp environments unless the product's IP rating explicitly permits this
  • Products must be kept clear of obstructions to allow adequate airflow. Blocking air intake or outlet vents may invalidate your guarantee

Portable Cooling and Air Treatment Products

Portable cooling and air treatment products are supplied with a UK mains power cord and 3-pin plug and do not require professional installation.

This category includes cooling tower fans, cordless fans, portable air conditioners, and dehumidifiers.

Standard guarantee periods by product range:

  • Cooling fans (DXRCFN cordless, DXMBCF Mont Blanc, DXTCF002 Mont Blanc+, DXIONCF Ion Fresh, DuoCool, FlexBlade): 1 year standard; up to 3 years with registration on selected models
  • Cooling tower fan (DXACF): 1 year standard; up to 2 years with registration
  • Portable air conditioner (EcoIQ DXPAC002): 1 year standard; up to 2 years with registration
  • Dehumidifiers (Everdri Pure DXDH001, DXDH002): 1 year standard; up to 2 years with registration

Where an extended guarantee is available, it is subject to the following additional conditions:

  • You have registered your product with us within 28 days of the date of purchase
  • You have purchased your product from a specified authorised retailer (where applicable)

The following additional conditions apply to portable cooling and air treatment products:

  • Products must be installed, operated, and maintained in accordance with the user guide, including any drainage, filter cleaning intervals, and storage guidance for seasonal use
  • Damage caused by failure to clean or maintain the product in accordance with the user guide is not covered
  • On products with sealed refrigeration systems (including portable air conditioners and dehumidifiers), faults caused by unauthorised interference with the refrigerant circuit are not covered
  • Cordless and battery-powered products: battery degradation resulting from normal use over time is not covered. The guarantee covers battery defects only, not capacity loss associated with charge cycles

Frequently Asked Questions

How do I know if my product has an extended guarantee?

All Dimplex products have a standard guarantee of at least one year. Selected products are eligible for a free extended guarantee when registered within 28 days of purchase. The length of any extended guarantee available for your product is confirmed on the Dimplex website, in product literature, and in your registration confirmation email.

To register your product, visit shopdimplex.com/warranty or contact us via the online chat or at support@glendimplex.com

How do I make a claim?

Please keep your proof of purchase in a safe place, as you will need it to make a claim. When contacting us, it will help to have the following available:

  • Model number (printed on the instruction booklet or product label)
  • Serial number (shown on the rating label affixed to the product)
  • Date of purchase
  • Proof of purchase (receipt or order confirmation)

Before requesting a service visit, please check the troubleshooting guide in your operating instructions. A charge may be levied where no fault is found, even if your product is within the guarantee period.

To make a claim, contact us via the online chat or at support@glendimplex.com.

When will a repair take place?

Our engineers operate Monday to Friday, 9.00am to 5.00pm. Appointments outside these hours may be available at our discretion but cannot be guaranteed. We will not be liable for delays, or if a repair cannot be completed because a mutually convenient appointment cannot be arranged.

Will there be any charge for the repair?

Provided your product is within the guarantee period and you can evidence this with a valid proof of purchase, we will not normally charge for covered repairs. However, we reserve the right to charge for a service call in the following circumstances:

  • You cannot provide evidence that your product is within the guarantee period
  • An engineer attends and finds no fault with the product
  • The product has not been installed or operated in accordance with the user instructions
  • The fault was caused by something other than a defect in materials, components, or manufacture
  • You are not available at the agreed appointment time
  • The product is not accessible, or the working environment is unsafe or unsuitable for the engineer to work in

Payment is due upon receipt of our invoice. We reserve the right to terminate this guarantee if charges for service calls are not paid in a timely manner.

Does Dimplex offer replacements?

In some cases we may, at our sole discretion, replace your product rather than carry out a repair. Where a replacement is offered, it will be an identical model or, where this is not possible, the nearest equivalent available. We will arrange and cover the cost of delivering the replacement and collecting the faulty product. Costs associated with disconnecting or reinstalling the product will not be covered by us unless previously agreed in writing. The original guarantee will continue to apply to the replacement product.

What if I am unhappy with the guarantee or the service provided?

Glen Dimplex Consumer Products Limited is committed to delivering a high standard of customer service. If you feel we have fallen below this standard, please contact us in writing at:

Customer Care
Glen Dimplex Consumer Products Limited
[CONFIRM registered address]

Alternatively, contact us via the online chat or at support@glendimplex.com.