CUSTOMER SERVICE
After-sales service
At Panadero we support you and your stove after your purchase: manufacturer’s warranty, free returns, original spare parts and direct technical support from our factory in Albacete.
- Warranty
- Returns
- Spare parts
- Technical support
- Documentation
- Installation
- Shipping and delivery
- FAQs
Warranty
All Panadero EcoDesign wood-burning stoves have a 5-year warranty from the date of purchase against any manufacturing defect. Tradition range models have a 2-year warranty.
The warranty does not cover parts in direct contact with fire, which wear with use: glass, fiberglass, vermiculite and grate.
To make a warranty claim you will need:
- The purchase invoice.
- The installation invoice.
- A video of the stove being lit.
Returns
You have 14 days from receipt to return your stove. Collection is free, whether the product has a manufacturing defect or you have simply changed your mind.
1. Check your order on delivery
Check the goods when they are delivered. If you see any obvious damage to the packaging or the product caused by transport, or if you have received the wrong product, note it on the delivery note.
2. Arrange the collection
Make sure the product is in perfect condition and in its original packaging, and follow the return procedure. Please be present at the appointment agreed with the carrier: if you are not there at the scheduled time, additional transport charges will apply.
3. Receive your refund
Once we have received and checked the product at our facilities, we will refund 100% of the purchase amount within the following 15 days.
Spare parts
We sell original spare parts for our models: glass, gaskets, vermiculite, grates and more.
Find your model in the spare parts shop or check its exploded view in the technical data sheet.
Purchased spare parts cannot be returned, except in the case of a manufacturing defect or an error in the shipment.
Technical support and claims
If your stove has a problem, write to us using the contact form, stating the model, the date of purchase and a description of the problem.
Our technical team will reply and, if the stove is under warranty, will arrange the repair or send you the part.
Contact form Call +34 967 592 400
Opening hours: Monday to Friday, 8:00 to 18:30 (Spanish time). Email: [email protected]
Documentation
On each model’s page you will find its technical data sheet, user manual and installation guide in PDF.
Download the installation guide (PDF)
Installation
Panadero does not install stoves, does not have its own installation technicians and does not sell flue pipes.
We recommend that your stove is installed by a qualified professional, following the manual and local regulations. Professional installation is also required for the warranty.
If you are looking for an installer, on our installers page you will find some independent professionals we recommend in several countries. They are not part of Panadero, so the installation is agreed directly with them.
Shipping and delivery
Shipping is free to all destinations within our standard delivery area, with an estimated delivery time of 5 to 12 working days depending on the country.
The stove is delivered curbside and the delivery address must be accessible to a three-axle truck.
Frequently asked questions
How long is the warranty on a Panadero stove?
All Panadero EcoDesign wood-burning stoves have a 5-year warranty from the date of purchase against any manufacturing defect. Tradition range models have a 2-year warranty.
What does the warranty not cover?
The warranty does not cover parts in direct contact with fire, which wear with use: glass, fiberglass, vermiculite and grate. To make a claim you will need the purchase invoice, the installation invoice and a video of the stove being lit.
Can I return the stove if I am not happy with it?
Yes. You have 14 days from receipt to return it, even if you have simply changed your mind. The product must be in perfect condition and in its original packaging. Once we have received and checked it, we will refund 100% of the purchase amount within 15 days.
Who pays for the collection?
Panadero does. Collection is free both for manufacturing defects and for returns within the withdrawal period. Additional transport charges only apply if you are not present at the collection appointment agreed with the carrier.
Where can I buy a replacement glass or gasket?
In our spare parts shop. Look for your stove model to see its original spare parts: glass, gaskets, vermiculite, grates and more.
Does Panadero install the stove?
No. Panadero does not install stoves, does not have its own installation technicians and does not sell flue pipes. We recommend that your stove is installed by a qualified professional, following the manual and local regulations; professional installation is also required for the warranty. On our installers page you will find some independent professionals we recommend.
How do I contact technical support?
Write to us using the contact form, stating the model, the date of purchase and a description of the problem. You can also call us on +34 967 592 400, Monday to Friday, from 8:00 to 18:30 (Spanish time).