At ClimaMarket, we set the highest quality standards in order to offer you the best possible shopping experience when purchasing your equipment.

We take care of every detail, from the moment you enter our website for the first time until you receive the equipment at the address you have indicated.

To ensure the quality of service and to offer you the most efficient management possible, we also provide you with a guide on how to act on receipt of the goods and in the event of a fault in the equipment purchased. 

Please find attached the guidelines on how to act in each case:

Receipt of goods:

The steps to follow on receipt of the goods are as follows:

  • Check that all the packages corresponding to your order have been delivered.
  • Check that the packaging is in good condition.
  • Open the packaging to check that the contents are in good condition.
  • Fill in the carrier's delivery form, reporting any incident, if any.

IMPORTANT: If the goods or the packaging are damaged, it is imperative to REJECT THE GOODS, in addition to reporting the incident on the delivery note.

Incidents during transport:

Your shipment is insured through a comprehensive insurance contracted with the carrier. However, in order for the transport guarantee to be valid, the incident must be reported to the carrier at the time of delivery and recorded in the delivery note. 

This point is really important, as if this is not done, the carrier is being informed that there is conformity with the delivery and it will be very difficult for them to accept a claim.

Once the incident has been detected and the carrier has been duly informed, please send us an e-mail to support@climamarket.eu so that we can manage and solve your incident. 

We will need you to attach the intervention request document. You can download the template via the following link:

Download

Technical incident of the equipment:

By purchasing the equipment with ClimaMarket, you have the European 2-year manufacturer's warranty on the equipment purchased and, on the other hand, your certified installer will provide you with your installation warranty.

Technical incidents may be due to a manufacturing fault or, as is more commonly the case, an installation error. Therefore, we recommend that you first check with your installer the state of the installation before contacting the manufacturer's official technical service or requesting technical assistance from ClimaMarket.

In fact, in the event that technical assistance is requested from the manufacturer's official technical service and they determine that the problem is due to a bad installation, they will charge for their services according to the current rate.

So, once the installation has been verified to be correct, it is time to ask your certified installer to find the source of the incident and provide you with a technical report of the installation detailing the problem and the state of the equipment.

Once you have obtained these reports, we will need you to send them to us together with the warranty request document, as well as any photos that may be necessary for the assessment of the incident. Our incident attention email is support@climamarket.eu and you can download the warranty request document through the following link:

Download

If, in your case, the installer has determined that there is a leak, he must determine its cause as accurately as possible. This is because most of the leaks are caused by the installer's failure to work with the valves of the external machine and not by a manufacturing error.

*The guarantee of the equipment can only be effective if it can be demonstrated that the installation has been carried out by an accredited professional and the cause of the incident is due to a defect in the equipment.