Conditions particulières

Warranty, after-sales service and spare parts

Section 1 : warranty

POLYTROPIC heat pumps come with a 2 to 5-years warranty (depending on model, sales brochure and sales agreement) on all components and a 15-years warranty against corrosion of the titanium heat exchanger tube, as well as a 7-years warranty on the compressor (after expertise), subject to the following conditions:

• In accordance with section 5 of the French decree 2020-912 (Extract, full decree https://www.legifrance.gouv.fr/jorf/article_jo/JORFARTI000042164760 ):

 

“After article R. 224-41-9, subsections 3 are re-established as follows:

Subsection 3-

Control of thermodynamic systems and ventilation systems combined with a joule-effect heating.

Art. R. 224 – 42.-For the purposes of this sub-section, the following definitions shall apply:

1° “Thermodynamic system”: a system that uses a thermodynamic cycle to transfer heat between the surrounding environment and a building, or an industrial application, in order to heat or cool the air inside; several thermodynamic machines that deliver cooling or heat to the same building are considered as a single system, whose power rating is equal to the sum of the power ratings of the individual thermodynamic machines;

2° “Ventilation system combined with joule-effect heating”: an air-conditioning system heated in whole or in part by joule effect;

3° “Useful rated output of a thermodynamic system”: the higher of the heating and cooling outputs of the thermodynamic system, as declared by the manufacturer and measured under the rated performance conditions defined in standard EN 14511 ;

4° “Useful power rating of an joule-effect heating system”: the maximum electrical power that can be drawn by the joule-effect heat generator;

5° “Heating Ventilation Air Conditioning booklet” or “HVAC booklet”: the file containing data on thermodynamic systems, ventilation when combined with this system, and ventilation systems combined with joule-effect heating.

Art. R. 224 – 43.- the present sub-section does not apply to thermodynamic systems and ventilation systems combined with joule-effect heating covered by an energy performance agreement. The specifications of such an agreement are defined by order of the Minister responsible for energy.”

Paragraph 1

Maintenance of thermodynamic systems with rated power between 4 kW and 70 kW

Art. R. 224 – 44.- Thermodynamic systems with a rated output greater than or equal to 4 kW and less than or equal to 70 kW are subject to periodic maintenance under the conditions set out in this paragraph.

“Thermodynamic systems designed solely to produce hot water for a single dwelling are not subject to the provisions of this paragraph.

Art. R. 224 – 44 – 1.- The maintenance of an individual thermodynamic system installed in a dwelling, premises, building or part of a building is carried out at the occupant’s initiative, unless otherwise stipulated in the lease.

Maintenance of collective thermodynamic systems is carried out at the initiative of the building’s owner or co-owners’ association.

Art. R. 224 – 44 – 2 – Maintenance includes :

1° Checking the thermodynamic system ;

2° A leak test of the refrigerant circuit, except for equipment subject to Regulation (EU) No 517/2014 of the European Parliament and of the Council of 16 April 2014 on fluorinated greenhouse gases;

3° If necessary, clean the thermodynamic system;

4° Setting up the thermodynamic system ;

5° The provision of the necessary advice on the proper use of the existing system, possible improvements to the heating or cooling system as a whole and the possible benefits of replacing it…”.

 

1.2       The standard after-sales service procedure applies to product ranges whose sales agreement or sales brochures mention an extended parts warranty. The parts covered by this extended warranty are all heat pump components, including wear parts, but excluding refrigerant circuit components and accessories.

1.3 For other countries not covered by the decree, follow the maintenance recommendations in the manual.

1.4       The warranty period begins on the date POLYTROPIC invoices the machine. However, to avoid delays due to product storage and/or transport, we grant an additional period of six months.

1.5       In any case, the warranty does not apply to machines that have been modified, repaired or upgraded without POLYTROPIC’s consent.

1.6 The warranty does not apply under any circumstances to machines which have been installed without following the procedures described in the user manual or which have not been maintained (winterizing procedure, etc.) in accordance with the manual (or available tutorials) and current standards and regulations.

1.7 In the event of a failure of a POLYTROPIC heat pump, the warranty will only apply if POLYTROPIC has been contacted by a person in the vicinity of the machine as soon as the fault has been detected, in order to establish a diagnosis.

► See after-sales service conditions in Section 2.

– POLYTROPIC hereby undertakes to the first user that the equipment sold with this certificate is free from defects in materials and manufacturing under normal conditions of use and service.

– At any time within 2 to 5 years (depending on model, sales brochure and sales agreement) from the date of invoice to the first user, POLYTROPIC will replace or repair, at its sole discretion and without any cost for the first user, if necessary through an authorized reseller, any component deemed defective by the manufacturer.

– All electrical and hydraulic connections must be carried out by qualified persons in order to validate this warranty.

– POLYTROPIC is not responsible for damage of any kind caused to the equipment by incorrect voltage or wiring, misuse of controls, non-compliance use with the operating instructions, or any damage caused by other pool equipment, chemicals or natural disasters and weather phenomena.

– If the equipment is repaired by anyone other than POLYTROPIC or its authorized representative, this warranty becomes null and void.

– This undertaking is only valid if the heat pump is serviced once a year (see manual).

– Service and maintenance must be carried out in accordance with POLYTROPIC specifications.

Failure to comply with this obligation will render the present undertaking null and void.

1.8 Should parts need to be changed, the warranty will only apply under the following conditions:

1.8.1    The POLYTROPIC after-sales service department has made a diagnosis to justify this exchange.

1.8.2    The part to be exchanged supplied by POLYTROPIC is installed by a person recognized as competent and authorized for such installation by the POLYTROPIC after-sales service.

► See spare parts conditions in Section 3.

1.9       In the event of on-site intervention (in the event of a proven refrigeration problem), the warranty will only apply under the following conditions:

1.9.1    The POLYTROPIC after-sales service carries out the diagnosis and a file containing this diagnosis is issued. Only the POLYTROPIC after-sales service can then organize and launch the necessary on-site intervention.

1.10     In specific cases, a major or specific intervention may require an expert assessment of the machine in POLYTROPIC’s workshops. This intervention may result from the following diagnoses: compressor short-circuited, heat exchanger leakage, abnormal noise or any other failure not easily detected in front of the machine. The machine will be accepted in the POLYTROPIC workshop and the warranty will only be valid if the return to the workshop has been authorized as follows:

1.10.1   The POLYTROPIC after-sales service department decides whether to approve a return based on a diagnosis made during the call and recorded in the after-sales service file.

1.10.2   The end customer and the distributor will be informed if a specific decision has to be taken.

1.11     In the case of out-of-warranty machines, the POLYTROPIC after-sales service department may carry out a diagnosis, but any repair will give rise to a quotation, and, upon acceptance by the customer, to invoice the work carried out and the transport, to the customer. The quotation is valid for one month.

1.11.1   In the case of a machine in the workshop awaiting acceptance of a quotation from the customer, the duration of storage of the machine in the workshop may not exceed 1 month. After this period, and without any response from the customer after reminders, POLYTROPIC reserves the right to return the machine to the customer by carrier and to invoice the transport costs.

1.12     Under no circumstances and regardless of the operation carried out on the machine (including change of part, standard exchange, return to workshop, etc.) an extended warranty will be granted.

Only the period of immobilization or non-operation due to recognized damage and of which the after-sales service is aware may be negotiated with POLYTROPIC as compensation.

 

Section 2 : after-sales conditions

All after-sales service requests must be made via a hotline call (diagnosis) via :

French-speaking countries: +33 (0) 4 78 56 93 96 and/or e-mail sav@polytropic.com

Export countries: +33 (0)4 87 64 60 01 (English) / +33 4 87 64 60 02 (German) / +34 965 021 761 (Spanish) and/or by e-mail customercare@polytropic.com

2.1       It is the distributor’s responsibility to inform all its customers of the various POLYTROPIC after-sales service hotline contacts:

 

– POLYTROPIC hereby undertakes to the first user that the equipment sold with this certificate is free from defects in materials and manufacture under normal conditions of use and service.

– At any time during the warranty period (see Section 1) following the date of invoice to the first user, POLYTROPIC will replace or repair, at its discretion at no cost to the first user, if necessary through an authorized reseller, any component deemed defective by the manufacturer.

– All electrical and hydraulic connections must be carried out by qualified personnel in order to validate this warranty.

– POLYTROPIC is not responsible for damage of any kind caused to the equipment by incorrect voltage or wiring, misuse of controls, non-compliance use with the operating instructions, or any damage caused by other pool equipment, chemicals or natural disasters and weather phenomena.

– If the equipment is repaired by anyone other than POLYTROPIC or its authorized representative, this warranty becomes null and void.

– This undertaking is only valid if the heat pump is serviced once a year (see manual).

– Service and maintenance must be carried out in accordance with POLYTROPIC specifications.

Failure to comply with this obligation will render the present undertaking null and void.

 

INFORMATION: In order to carry out an accurate diagnosis, it is essential that a natural person (distributor, installer or end customer) is in the vicinity of the machine when contacting POLYTROPIC after-sales service.

It is not necessary for this person to have any special technical knowledge. Their physical, sensory or other abilities should not be an obstacle to using the equipment.

This person will be asked to provide some visible information on the machine, in order to define an immediate diagnosis and implement the appropriate solution: pool dimensions, by-pass valve settings, indicator lights on the machine, value indicated by the pressure gauge, system circuit breaker tripped, value indicated via the display…

2.2       Each reported malfunction will be recorded on a predefined form with an after-sales service number for quality monitoring purposes.

A file will be completed containing the following essential information:

– Machine serial number.

– Reseller’s full name and address.

– Full name and address of end customer.

– After-sales service tracking number.

– Basic information on swimming pools and heat pumps.

– Declared failure and diagnosed cause.

– Solution implemented.

2.3       In the event of failure of a POLYTROPIC heat pump, the after-sales service department will diagnose the problem and determine the type of service to be provided (under warranty) or quotation (out of warranty).

Decisions are taken within 48 hours of the customer’s complaint.

2.4       The POLYTROPIC after-sales service diagnosis is used to define the type of solution to be implemented:

2.4.1    By telephone, via the dedicated application or by e-mail: any customer complaint (even a minor one that can be easily resolved) gives rise to the creation of a diagnostic file (by-pass valve settings, digital controller settings, etc.) to ensure machine follow-up and traceability.

2.4.2    Spare parts shipping: in the case of a machine under warranty, the diagnosis may determine the shipping of a spare part. An after-sales file containing the diagnosis will be created and the part sent, depending on available stocks, by courier (48 hours / 72 hours in Europe). In the case of out-of-warranty machines, the shipping of a spare part is conditional upon the issue of a quotation with a return receipt. The said quotation is valid for one month.

2.4.3    On-site intervention: In the event of a proven failure in the refrigerant circuit, the POLYTROPIC After-Sales Service will request the assistance of an Approved Technical Station – hereinafter referred to as “ATS” – (excluding specific sales agreements):

The ATS can intervene at the customer’s premises as soon as possible, depending on the availability of the customer and the local technician. Any intervention by an ATS or other company must be the subject of a service order or written agreement from POLYTROPIC, without which no invoicing to Polytropic can be validated. The warranty for labor services will only be effective in accordance with the specifications included in the sales agreement between POLYTROPIC and its customer.

2.4.4    Workshop intervention: Following the hotline diagnosis and POLYTROPIC’s agreement, a return to the workshop may be granted/decided, according to the procedure below:

– Machine dismantling and palletization: it is the installer’s responsibility to remove the machine from the installation he has built himself, to fasten, screw and protect the machine on a pallet (in good condition), and to make it available to the carrier (the carrier is not authorized to prepare a machine for transport, nor to move it). In specific cases or agreements, it is the responsibility of the individual customer to dismantle the machine and place it on a pallet (in good condition) before returning it to the workshop.

– Transport: POLYTROPIC’s carrier is responsible for the machine during transport. Any damage before loading or after unloading is not the carrier’s responsibility. In the event of damage to a machine, it is the responsibility of the person receiving the machine to make the necessary reservations on the transport note and to send them to the carrier and POLYTROPIC within 48 hours.

Check your package on delivery. When you sign the carrier’s delivery note, you acknowledge that you have received the goods in good condition. You hereby release the carrier from all liability. Any damage subsequently identified may be considered to have been caused by you. In case of doubt, refuse the parcel or contact POLYTROPIC.

According to the French Commercial Code, taking delivery without reservation gives rise to a presumption that the goods have been properly received by the recipient. The recipient is therefore presumed to have received goods which are intact, complete and correspond to the statements in the transport document.

Art. 1642 of the French Civil Code:

“The seller is not bound by apparent defects of which the buyer has been able to convince himself.

“Recommendation n°82-01 :

“In the event of loss or damage, it is in the customer’s interest to make written, precise and detailed reservations on the delivery note in the presence of the carrier or his employees.

Only clear and precise statements made on the delivery note in the presence of the delivery person and confirmed by registered letter within 72 hours are valid.

– Repair: Expertise and repair will be organized and carried out in the POLYTROPIC after-sales service workshop, depending on the type of activation. Each repaired machine will be tested and cleaned before shipment to ensure that it is in perfect working order.

– Return shipment: machines under warranty are returned to the address requested, with POLYTROPIC paying the return shipment costs. In the case of an out-of-warranty machine, the return shipment costs will be indicated in the quotation. It is the responsibility of the person receiving the heat pump to refuse it in the event of damage.

– Machine reinstallation: the installer alone is responsible for the correct installation and restarting of the machine after the truck has been unloaded. In special cases, the end customer is solely responsible for the correct installation and restarting of the machine after the truck has been unloaded.

Unless special arrangements have been made, the machine will be delivered to the installer.

The warranty for labor and transportation (round trip) will only be effective in accordance with the specifications included in the sales agreement between POLYTROPIC and its client.

2.4.5 Product exchange

In specific cases, POLYTROPIC reserves the right to exchange the defective machine. Product replacement will not give rise to a warranty extension.

When an exchange is decided, the procedures for transport, machine preparation and reinstallation of the new machine are identical to those in paragraph 2.4.4.

Any exchange of a machine inevitably requires first of all a return to the workshop in order to determine the seriousness of the damage requiring exchange, before sending the new product (or an equivalent product).

 

 

Section 3 : spare parts

3.1       When the diagnosis recommends changing one of the machine’s parts (under warranty), the new part is supplied and sent by POLYTROPIC free of charge (subject to availability).

3.2       In the case of an out-of-warranty machine (or a diagnosis highlighting poor use/maintenance/installation of the machine), the new part is supplied subject to validation of the quotation (signed and agreed) and payment validated by the POLYTROPIC accounting department, except in the case of special conditions (various customers, etc.).

POLYTROPIC reserves the right to propose adaptable parts in order to provide a solution to the requests (e.g. customer repairs).

Spare parts offered by POLYTROPIC are guaranteed for 1 year from the date of invoice, provided that they are installed in accordance with current standards and used in accordance with POLYTROPIC recommendations.

3.3       The following parts are considered to be outside the refrigeration circuit: body parts, flow sensor, display, display holder, connectivity element, electronic board, etc.