Warranty
If your product does not work as expected, contact us and we will figure it out, even if you broke it yourself!
All products are tested on an actual EMS boiler before they are sent.
Most of the time issues are caused by improper configuration or a boiler that is not supported.
In the rare case a product or accessory is proven to be defective, We’ll send you a replacement part or product free of charge.
The replacement product adopts the warranty date of the original purchase.
If you broke something yourself, we can send you replacement parts at cost price.
If you have bricked the device by f.i. installing faulty firmware, first check to wiki to troubleshoot yourself.
If that did not work, send us an email and we’ll guide you through on how to bring your Gateway back to life.
Warranty void
You may open the products’ enclosure or update the firmware yourself.
Warranty will however be voided if a product is damaged by f.i. connecting it to a non-EMS boiler, if physical damage occurs or if modifications are done.
Although EMS-ESP makes it possible to use free GPIO pins of the ESP32 microcontroller, you are NOT allowed to open the Gateway and add your own electronics to the GPIO pins as the Gateway was not designed to support these features.
Connecting the product to a mains or 24V thermostat line will damage the product.
If you decide to use any other power supply than the BBQKees Electronics (12V DC) power supplies, and the Gateway breaks down because of a faulty power supply, we cannot give warranty or support.
If you decide not to use the BBQKees Electronics EMS service cables but use another (cheap) audio jack cable, we cannot give support on any issue you get. Often the copper cores are too thin and the shielding is bad. So the Gateway may not work correctly due to this cable. Also in some cases the wires on both ends are not on the same pin with cheap cables. So shortcuts may occur. And the plug on each end of these cables often does not fully fit the EMS service jack, which also causes intermittent connections and shortcuts.
If all else fails
In the end, even if you broke it yourself, we’ll try to assist you in getting the product back online.
Returns
If you want to return a product, please reply to your order confirmation email and we’ll send you the return address.
You then send it back, we test it on delivery and then we will process the refund within a few days.
Refunds are made to the original payment method as the purchase. So if you paid via credit card, the return amount will be issued back to your credit card.
A full refund means the complete order amount including the shipping cost of the original order. You only pay for the return shipping yourself. There are no restocking fees.
Furthermore you’ll get a specified credit note via email.
NOTE: we will refuse any shipment to us that has any customs or other fees attached to it. They will be returned to you in these cases. So if you are outside of the EU and are returning a product, you need to fill in the customs form appropriately. Usually there is an option ‘returned goods’ or similar. This will prevent customs fees.
B2B/Installer swap service
For business clients we have a simple device swap service. When an issue has been reported at a clients site, after a quick check on what could be the problem replacement parts are shipped. These can then be installed and tested on the installer/client site. So in any case you have to visit the clients site only once to swap and test the product. If the original product was defective, you send us back the defective unit. If it was not defective in the end but the issue was located elsewhere you just return the replacement part back to us.
(Return shipping always at the clients expense.)