Our Guarantees

Discover all our product and service guarantees for complete peace of mind.
We are committed to offering you the best quality and impeccable service.

Important information about our guarantees

All our guarantees are valid subject to normal use and in accordance with the manufacturer's recommendations.

Proof of purchase must be retained for any claims. Our guarantees are in addition to the mandatory legal guarantees.

Guarantees - France

1. Mandatory Legal Guarantees

Legal Guarantee of Conformity

In accordance with Article L.217-4 of the Consumer Code, the seller is required to deliver goods that conform to the contract and is liable for any lack of conformity existing at the time of delivery.

Duration: 2 years from the date of delivery of the goods.

Conditions: The defect must exist at the time of sale.

Warranty Against Hidden Defects

In accordance with articles 1641 to 1649 of the Civil Code, the seller is bound by the warranty against hidden defects which render the property unfit for its intended use.

Duration: 2 years from the discovery of the vice.

Conditions: The defect must be hidden and render the product unfit for its intended purpose.

2. Product-Specific Guarantees

Included

Firewood

Superior quality guaranteed for all our firewood.

  • Guaranteed humidity level ≤ 20%
  • Certified and traceable wood species
  • Optimal calorific value guaranteed
  • Complete absence of parasites
  • Optimal storage guaranteed
Duration: 12 months
Included

Granules & Pellets

Certified quality guarantee for our wood pellets.

  • DINplus or ENplus A1 certification
  • Ash content ≤ 0.5%
  • High energy density
  • Constant diameter 6mm
  • Low dust levels
Duration: 24 months
Optional

Stoves & Inserts

Extended manufacturer's warranty on all our equipment.

  • Parts and labor warranty
  • Technical support included
  • Troubleshooting within 48 business hours
  • Optional annual check-up
  • Dedicated hotline
Duration: 2 to 10 years

3. Comparative Table of Guarantees

Product type Legal guarantee Commercial warranty Total duration Blanket
Firewood 2 years 1 year humidity ≤ 20% 3 years Humidity, calorific value
wood pellets 2 years 2-year certified quality guarantee 4 years Quality, density, certification
Wood-burning stoves 2 years 2 to 10 years manufacturer 4 to 12 years old Parts, labor, operation
Accessories 2 years 1 year 3 years Manufacturing defects

4. Claims Process

1

Contact

Contact our warranty department by phone or email

2

Analysis

Our team will analyze your case within 48 hours

3

Diagnosis

Technical diagnosis if necessary

4

Solution

Proposed suitable solution

5

Resolution

Implementation of the solution

Documents required for a claim

  • Original purchase invoice
  • Photos of the defective product
  • Detailed description of the problem
  • Order number
  • Proof of attempted amicable resolution

Warranty exclusions

Our guarantees do not cover:

  • Normal wear and tear of the products
  • Damage due to misuse
  • Unauthorized modifications
  • Natural disasters
  • Minor aesthetic flaws
  • Products installed by non-professionals

5. Recourse in Case of Dispute

Consumer mediator

Médicys,
73 Boulevard de Clichy,
75009 Paris, France.
Email: contact@medicys.fr
Website: www.medicys.fr

European platform: https://ec.europa.eu/consumers/odr

Garantien - Deutschland

1. Legal Guarantees

Gesetzliche Gewährleistung

Gemäß § 437 BGB haftet der Verkäufer für Sachmängel, die zum Zeitpunkt des Gefahrübergangs vorliegen.

Date: 2 days ab Übergabe der Ware.

Bedingung: Der Mangel muss bei Übergabe vorhanden sein.

2. Product Guarantee

Inclusive

Brennholz

Guaranteed Quality for all Brennholz.

  • Feuchtigkeit ≤ 20% guaranteed
  • Certified Wood Art
  • Optimal heating performance
  • Schädlingsfrei
Duration: 12 months
Inclusive

Holzpellets

Certified quality guarantee for unsere wood pellets.

  • DINplus Certification
  • Ashgehalt ≤ 0.5%
  • High energy density
  • Konstanter Durchmesser 6mm
Duration: 24 months

3. Claims procedure

1

Contact

Contact details and warranty service

2

Analysis

Analysis Ihres Falls innerhalb 48h

3

Solution

Angemessene Losung vorschlagen

4. Dispute resolution

Verbraucherschlichtungsstelle

Universal Schlichtungs- und Schiedsgericht des Zentrums für Schlichtung eV
Straßburger Straße 8
77694 Kehl am Rhein
Website: www.verbraucher-schlichter.de

European Platform: https://ec.europa.eu/consumers/odr

Guarantees - Belgium

1. Legal Guarantees

Wettelijke Overeenstemmingsgarantie

Volgens het Wetboek van Economisch Recht moet de verkoper goederen leveren die overeenstemmen met het contract.

Dur: 2 jaar vanaf levering.

Please note: This means that you will have to take advantage of this.

2. Product guarantees

Inbegrepen

Brandhout

Get your kwaliteit on your brandhout.

  • Vochtigheid ≤ 20% gegarandeerd
  • Gecertificeerde houtsoorten
  • Optimal warmteopbrengst
  • Free from undigested
Duration: 12 months
Inbegrepen

Houtpellets

Guaranteed warranty for eleven pellets.

  • DINplus certification
  • Asgehalte ≤ 0.5%
  • Hoge energiedichtheid
  • Constant diameter 6mm
Duration: 24 months

3. Complaints procedure

1

Contact

Neem contact op puts eleven guaranteedienst

2

Analysis

Analysis of the binnen 48u file

3

Oplosing

Gepaste oplossing voorstellen

4. Geschillenbeslechting

Consumentenombudsdienst

Federal Ombudsdienst
North Galaxy - Koning Albert II-laan 16
1000 Brussel
Website: www.consumentenombudsdienst.be

Europees platform: https://ec.europa.eu/consumers/odr

Contact Guarantees

Multilingual warranty service

France: contact@esbboisdechauffage.com - +(33) 06 87 62 05 70

Deutschland: guarantee@esbboisdechauffage.com - +(33) 06 87 62 05 70

Belgium: guarantee@esbboisdechauffage.com - +(33) 06 87 62 05 70

Opening hours: Monday to Friday, 9am-6pm (CET)

Required documents: Purchase invoice, product photos, description of the problem

Processing times

Acknowledgement of receipt: Within 24 business hours

Initial analysis: Within 48 business hours

Resolution: Within a maximum of 7 business days

Complex cases: You are kept informed every week

Frequently Asked Questions

Q1: What should I do if my product is defective?

Contact our warranty department immediately. Do not attempt to repair the product yourself, as this may void the warranty.

Q2: How can I prove that my product is still under warranty?

Always keep your purchase invoice. It is the only document that proves the purchase date and therefore the start of the warranty period.

Q3: Is the warranty transferable if I resell my product?

Yes, the warranty is transferable to the new owner, provided that we are notified of the transfer and proof of the transaction is provided.

Q4: What costs are covered by the warranty?

The warranty covers defective parts and labor. Shipping costs may be covered in certain cases.

Q5: What if my product is no longer manufactured?

We will offer you an equivalent or superior product, or a proportional refund.

Date of last warranty update

These warranty conditions were updated on 12/02/2026.

We reserve the right to modify them. The applicable version is the one in effect on the date of your purchase.

For any questions regarding our guarantees, please contact our legal department.