Warranty, Guarantee & Repairs
- 1. Statutory Warranty
- 2. HEKA Guarantee: 2 Years
- 3. Repairs after Expiry of the Guarantee
1. Statutory Warranty
1.1 Your legal rights in case of defects
When purchasing our products, you are entitled to the statutory warranty rights. If you discover a defect in an item purchased from us, you can contact our customer service.
Please contact us with your order number and a brief description of the defect. We will review your request as quickly as possible and inform you about the next steps.
1.2 Repair or replacement delivery
Under the statutory warranty, you are entitled to supplementary performance. Depending on the individual case, this may be carried out by means of a repair or a replacement delivery.
We will coordinate the appropriate solution with you and take the applicable legal requirements into account.
1.3 Extension of the warranty period after repair
If the legal requirements for an extension of the warranty period following a repair are met, we will inform you of this during the handling of your claim.
1.4 How to report a defect
For a complaint, please contact us by telephone (+49 5244 1718) or by email (info@heka-brutgeraete.de).
Please have the following information available if possible:
We will be happy to assist you and find the right solution together.
2. HEKA Guarantee: 2 Years
In addition to the statutory warranty rights, we offer a voluntary 2-year guarantee for HEKA incubators, HEKA rearing boxes, HEKA heating plates and HEKA drinker heaters.
During this period, we handle justified claims in a customer-friendly manner, independently of the statutory burden of proof rules, and assess defects in accordance with our guarantee conditions. This means that we handle claims in the second year after purchase according to the same customer-friendly standards as in the first year.
The statutory warranty rights remain unaffected.
2.1 Guarantee conditions of the HEKA Guarantee
The HEKA Guarantee is a voluntary service provided by HEKA-Brutgeräte GmbH and applies in addition to the statutory warranty rights. The purchaser’s statutory rights, in particular statutory warranty rights, are not restricted by this guarantee and may be asserted free of charge.
Guarantor
HEKA-Brutgeräte GmbH
Langer Schemm 290A
33397 Rietberg
Germany
Guarantee period
The guarantee applies for a period of 2 years from the invoice date.
Territorial scope
The guarantee applies to products sold directly by HEKA-Brutgeräte GmbH to customers within the European Union.
Products covered by the guarantee
The guarantee applies to HEKA incubators, HEKA rearing boxes, HEKA heating plates and HEKA drinker heaters, provided that they were purchased directly from HEKA-Brutgeräte GmbH.
Scope of the guarantee
The guarantee covers material and manufacturing defects that occur during normal intended use within the guarantee period.
In the event of a guarantee claim, HEKA-Brutgeräte GmbH will decide at its own discretion whether to carry out a repair, provide a replacement delivery or take another appropriate form of corrective action. The guarantee does not create any entitlement to a specific type of resolution.
The guarantee does not cover, in particular:
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Damage caused by improper use or operating errors,
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Damage caused by improper cleaning, maintenance or decommissioning of the device after use (especially for incubators; see the operating instructions, section “Maintenance and Care”),
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Damage caused by unauthorized modifications or repairs carried out by unauthorized persons,
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Wear and tear as well as consumable and wearing parts,
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Damage caused by external influences (e.g. fire, water, overvoltage or transport damage after delivery).
Making a guarantee claim
To make a guarantee claim, please contact our customer service and provide the invoice or another proof of purchase.
Our guarantee promise
As part of our voluntary HEKA Guarantee, we handle justified claims throughout the entire guarantee period according to the same customer-friendly standards. In particular, we do not make any distinction during the 2-year guarantee period based on the statutory burden of proof rules.
3. Repairs after expiry of the statutory warranty and HEKA Guarantee
Regardless of the statutory warranty, we offer long-term repair options for HEKA incubators and HEKA rearing boxes. Our devices have always been designed in such a way that repairs and the replacement of individual components are possible.
Repairs of our HEKA incubators and HEKA rearing boxes are generally possible and economically worthwhile even many years after expiry of the statutory warranty. We have been producing HEKA incubators since 1986 and almost all incubators are still in operation today. Currently, we are still able to repair all HEKA incubators produced since 1986 and intend to continue doing so in the future. We can legally guarantee spare part availability for 10 years.
It is also almost always possible for us to supply a spare part so that the repair can be carried out by an electrician. HEKA incubators have always been designed and constructed in a way that makes repairs as simple as possible.
Repair costs are often in the range of €100–200, but naturally depend on the type and number of repairs required. Since our HEKA incubators retain their value extremely well (breeders know their longevity; even 20–30-year-old HEKA incubators are still traded at around half the price of a current new model), it is very rare that a repair is not worthwhile.
If a repair is required or desired, please contact us by telephone (+49 5244 1718) or by email (info@heka-brutgeraete.de). We need to determine which device series is involved. If you contact us by email, a photo of the device will help us identify it. If you contact us by telephone and do not know the exact device type or series, the most important criterion for estimating the repair effort is which controller is installed.
The repair must be carried out at our premises. You can send the incubator to us properly secured on a pallet or arrange collection by our freight carrier (we will provide packaging instructions during the repair consultation). Alternatively, you can arrange an appointment for a repair at our premises. In most cases, the repair is completed within approximately 2 hours and you can take the incubator back with you immediately afterwards.
Repairs of third-party devices are only possible to a limited extent. If we carry out repairs, the incubator must comply with the currently applicable VDE regulations after the repair. This is not a problem with all HEKA incubators (even the oldest models); with third-party devices, experience has shown that a completely new installation and rewiring may often be required.
