Submit out of Warranty Repair

Before you report your issue/s with your Onyx retailer. Please ensure you have the following information below:

1. Your serial number

Your serial number is located on your appliance’s data badge/plate. The location of this may vary according to your appliance's models and fuel types.

For Onyx serial numbers
This form will help you locate the serial number on your appliance. The location of your gas or electric appliance may not be easily accessible, you must refer to the Commissioning section of your instruction manual for more information.

2. Your date of installation

3. Your full name, address including postcode and preferred contact details

Once the incident has been reported, your Onyx retailer may liaise with us to request further advice and information.

Customer User Details

Customer Name (required)

Email Address (required)

Telephone

Mobile

Customer Address (required)

Postcode (required)

Customer contact notes

Product Details

Product/Fuel type (required)

Product Name (required)

Product Serial Number (required)

For help locating your databadge please refer to page 3 of the installation and user instructions to locate your serial number.

Product Code

Date Installed (required)

Appliance Registered

Call Out Fee

£115.00 inc VAT

Chargeable breakdown/repair call-out charge: £115.00 Inc. VAT – This will cover the call-out and first 30 mins diagnosis.

Any further time required will be charged by the Service Engineer. This will be at the following rates: £79.00 inc VAT (per additional hour) or £39.50 inc VAT (per additional 30 mins) Any part(s) required will be quoted on site by the service engineer.

Any Product Concerns?

Add Attachments: To help us understand your concern, or if you have trouble identifying the model, please attach a photo

png,jpg,gif,pdf,heic,heif,tif, or eps
max 2Mb each

Visit terms and conditions
A service booking request can only be logged once all the details above have been completed and these visit terms and conditions have been accepted.
For older appliances, each service booking will be looked at on an individual basis and may only be accepted based on spare part availability or the appliance condition.
Our engineers will only be able to work on commissioned appliances so please have proof of commissioning, which will be found in your instruction manual or your building control certificate for the appliance ready for the engineer’s inspection.
Due to engineer placement, we are currently only able to offer a manufactures service to customers in the UK mainland, this currently excludes Northern Ireland. Before the visit is booked all customers will receive an email detailing our pre-visit terms and conditions which must be accepted before confirmation of the booking can be given.
Payment for the visit will be taken by the attending engineer. Any additional work requested of the engineer will be at the discretion of the engineer and charged accordingly.
By submitting this booking request form you are agreeing to the above terms and conditions and the visit fees detailed above.
If our engineer attends an agreed appointment and there is no one at home, we reserve the right to invoice £50 Inc.Vat for an aborted or missed appointment at our discretion.
Please note we require a minimum of 24 hours’ notice for any requests to cancel pre-arranged appointments.

Warranty Visit Terms & Conditions

I have read and accept the terms & condition

Below are important terms and conditions for your call-out. Please read carefully.

Our engineer will complete an initial fault inspection on your appliance when they first arrive.

If the fault reported is not due to a manufacturing fault, the Service Engineer will clearly describe the issue/s to you, and a charge for the call-out will be requested before the engineer commences the repair.

The engineer will advise you of the cost of the repair before commencing any work. If you do not wish to cover the call-out charge and wish to take up the fault with your Retailer or Installer, our engineer will ensure that the appliance is left safe and, in the condition, found.

The engineer will complete a fault inspection report. A copy of this report can be requested from our Service department via email at service@gazco.com if required. Please note that the engineer can only repair non-manufacturing defects directly related to the product. If the fault identified is outside of the product i.e., flue, gas-pipe work or similar, then you must contact your installer to discuss the repair. If our engineer identifies a non-manufacturing fault outside of the product, you will be charged for our call-out to identify this fault at a charge of £115 Inc. VAT.

Please note that the costs of parts and labour are fully covered for all appliances under guarantee subject to the exclusions listed below.

Failure to pay this charge may lead to your remaining warranty being void.

Warranty Exclusions:

We would like to make you aware that on occasion issues experienced could be caused by factors beyond our control. In such an instance, the Service Engineer will clearly describe the issue/s to you, and a charge for the call-out will be requested before the engineer commences the repair.

To avoid a possible call-out charge we ask customers to carefully read the below list of exclusions in conjunction with our warranty terms and conditions which can be found on our website onyxfires.com.

If you are unsure if any of the below exclusions apply to your fire, please discuss this with your original installer/retailer or our Technical Customer Service Department may also be able to offer some further advice.

You may be charged if any of the following warranty exclusions are found to be the cause for your visit:

Gas Appliances:
Incorrect gas pressure
Inadequate flue performance or any other installation problems which should have been addressed by a survey before installation by the fitter.
Product is not installed following our manufacturer’s instructions or Gas Safe regulations, not commissioned or the fire has not been registered with Gas Safe
Batteries not being replaced in the appliance or handset, or inadequate batteries being used.
Failure to have had the product serviced annually as per the warranty terms and conditions by a Gas Safe registered engineer, faults arising from failure to get the product serviced annually.
The replacement of consumable items such as ceramics or pilots that are not covered by the warranty, details of which can be found on your warranty card or on our website onyxfires.com

Covid-19 Stovax Group Engineer Guidelines

With Coronavirus still affecting us all, we want to reassure our customers of the steps we are taking to keep you, our engineers, and our employees safe, whilst working hard to return to the excellent service you expect from us.

We continue to monitor the Coronavirus situation daily and will continue to follow the UK government guidelines. We may need to make further changes to your requested visit but will do our best to keep you informed.

Handwashing:

Our Engineers will sanitise their hands more frequently and especially before and after every service call.

Handwashing will be completed before or after the service call and will not be carried out in the customer’s homes.

Rigorous checks will be carried out by line managers to ensure that the necessary procedures are being followed at all times.