Dovre Rock 350 Wood Burning Stove - EcoDesign Ready

Solid Fuel Extended Warranty Information

The below warranty terms and conditions are effective from 1st February 2025 and are applicable for all relevant products installed after this date.

To receive your Dovre Stove Extended Warranty you must have purchased from an authorised stockist within our Expert Retailer Network and your Warranty registered with Dovre within one month of the installation date. The commencement date for the warranty period is the date of installation. Proof of purchase, commissioning and servicing will be required in the event of a Warranty claim.

During the registration process, the details of the Expert Retailer from whom you purchased your product will be required for your Extended Warranty to be activated. The Extended Warranty for your Dovre Stove extends the standard two-year Warranty by a further eight years to a total Warranty period of 10 years.

This warranty commences from your installation date provided it was installed within 6 months of purchase. If you purchased your product more than 6 months prior to installation, your warranty commences from your purchase date.

From installation to two years your Dovre Stove is supported for material and manufacturing defects with parts and labour. Additionally, this includes a consumables guarantee for the first year of warranty covering glass, fire bricks, grates, baffles, log guards, ashpans and rope seals. From two years to ten years your Dovre Stove or Fireplace is supported for material and manufacturing defects with parts only. Please note this excludes consumable items as set out in the Warranty Exclusions and Limitations, which are only covered in the first year of Warranty.

It is a condition of the Extended Warranty that the installation complies with relevant Building Regulations and the rules in force and is carried out by a suitably trained and qualified individual (HETAS registered in England or equivalent qualified engineer in other countries) with a certificate of installation and the appropriate commissioning report completed and retained by the end-user. These can be found within your Installation and User Manual.

It is also a condition of the Extended Warranty that your Dovre Stove is regularly serviced (every 12 months) by a suitably trained and qualified individual (HETAS registered in England or equivalent qualified engineer in other countries). Records and receipts of annual services will be required in the event of a warranty claim during the period of the extended warranty.

Dovre encourage having your chimney swept at least twice a year when burning wood or at least once a year when burning smokeless fuels. Records and receipts of chimney sweeping will be required in the event of a warranty claim during the period of the extended warranty.

This Warranty cannot be transferred if the Customer sells the appliance or the property in which the appliance is installed within the Warranty period.

During your extended Warranty period, only genuine Dovre spare parts must be used in the servicing and maintenance of your Stove or Fireplace, these spare parts can be ordered from an Independent Expert Retailer directly.

Should you experience problems with your Stove, any claim should be submitted first to the Expert Retailer from whom the product was purchased or alternatively, you can visit our support page on www.stovax.com. Your Expert Retailer will either be able to offer immediate assistance or having visited you contact Dovre on your behalf. For a Warranty call to be arranged Dovre will require proof of registration, commissioning documents and service history if applicable (Service history required for all products over 12-months old). Any Warranty claim without the required information will be returned to your Expert Retailer from whom you purchased it.

To progress any Warranty claims for damaged appliance/parts, paint or any visual defects, photographic evidence must be supplied. Failure to provide photographic evidence may result in the claim being delayed or refused.

A Warranty call will only be logged once the retailer or installer has inspected the appliance and verified that there is a manufacturing fault. Any visit by a Dovre Engineer will incur a service charge if, our engineer inspects an appliance and concludes there is no manufacturing fault.

Warranty Exclusions and Limitations

From year one to year ten no Warranty is extended to consumable service parts or the repair of replacement parts, which are subject to normal wear and tear during the Warranty period. These parts that will require replacement in connection with normal annual maintenance, include but are not limited to glass, rope seals, firebricks, grate parts, log retainers, baffles and ash pans are not covered under the extended Warranty after year one of installation.

The Dovre Extended Warranty does not cover:

• In normal usage, the paint finish of your Dovre Stove or Fireplace may change colour. As these circumstances are considered normal, they are not covered by the Warranty. The paint finish will require touching up or repainting from time to time. Maintaining the finish is normal practice and is not covered by the warranty.
• Enamelled components where these parts are subjected to abnormally high temperatures, chemical abrasion or thermal shocks, resulting in chipping, cracking, bubbling or discolouration and crazing of the enamelled finish.
• Damage resulting from installation and usage where the appliance has not been installed or used in accordance with the Dovre installation and operation instructions, or if the installation does not conform to local building, fire and safety regulations.
• Defects or faults caused by specific local conditions such as draught problems and chimney defects.
• Defect or faults caused by the product not being adequately protected when carrying out any form of works that may cause excessive dust such as building or decorating works. Failure to adequately protect the product from abnormal conditions may invalidate the Warranty.
• Damage or faults caused by lack of appropriate annual servicing and or chimney sweeping.
• The Dovre Extended Warranty does not cover damage caused by over-firing of the appliance. (Please see your Dovre Installation and Operating Instructions for further information)
• Damage or premature wear caused by burning inappropriate fuels such as Bituminous coal, “Petro-Coke” or any other Petroleum based coals. Please visit the HETAS website, www.hetas.co.uk, for a full list of approved fuels which are covered by the warranty. Fuels outside of this list are not covered by the Warranty.
• Damage caused by burning material with high creosote content or any other painted/treated timber.
• Damage caused by burning wood with high moisture content. (Please see your Dovre Installation and Operating Instructions for further information)
• Damage caused by unauthorised modifications, use or repair.
• Damage or defects caused by the product being stored in a damp, unheated environment.
• Consequential loss (to the extent permitted by law) relating to other associated products that have not been supplied by Dovre.
• Consequential loss (to the extent permitted by law) related to decorations, furnishings or other household assets.
• Removal and re-installation costs.
• We do not provide a warranty for products purchased from showroom ex-display. Please ensure you consult with your retailer prior to purchase.

The repair of a defect or the replacement of a component neither extends the validity of the warranty period for the Product, nor indicates the commencement of a new warranty period. Nor are replacement parts covered by any separate warranty period. Repaired or replaced products are covered only for the remainder of the original Warranty period.

If you should ever wish to make a Warranty claim because of a product fault or defect, you must inform your retailer within 14 days from the date of which the fault or defect first became apparent. If the product fault or defect is notified after 14 days from the date on which the fault or defect became apparent, Dovre cannot accept any liability for events or issues which arise after the 14-day period or which are caused or increased by the lack of notification which therefore prevented action being taken to restrict or eliminate any consequences arising from the fault or defect at an earlier date.

In the event of a product fault occurring during the Warranty period, Dovre reserves the right to attend the appliance to assess and repair the reported fault or will supply the appropriate component necessary to rectify the fault under the terms of the Warranty.

Nothing in the Extended Warranty shall make Dovre liable for any special, incidental or consequential damages, injury to persons or property, or any other consequential loss beyond the consumer’s statutory rights. The liability on these issues is covered by Dovre’s Terms and Conditions of Sale.

Dovre’s total liability extends only to the purchase price paid for the goods, except where such a limitation is prohibited by statute. Dovre, in the event of a Warranty claim, reserve the right either to replace the goods in question or to refund the purchase price of the goods in full or with a reduction that fairly reflects the age and use of the product. We reserve the right to replace like for like or with another model from our portfolio subject to availability.

Dovre will take reasonable endeavours to provide functional component parts so that the appliance may be serviced throughout the Warranty duration. If components are not available Dovre will endeavour to agree an alternative solution which may involve discount on a replacement product that fairly reflects the age and use of the original product.

The Dovre Extended Warranty does not affect your statutory rights.

In the event of any conflict of information, the warranty details provided on the website shall prevail.

Please note: This warranty is applicable for purchases within the United Kingdom and Republic of Ireland only.