WARRANTY TERMS AND CONDITIONS
MYSTFLAME S.L.
Version: 1.0
Reference: MYSTFLAME-WARRANTY-EN
Publication date: pending actual publication
Essential warranty information
What warranty does my product have?
Mystflame products — private consumers (B2C)
In Spain, new products are covered by a 3-year statutory guarantee of conformity from delivery.
In addition, MYSTFLAME S.L. offers limited commercial coverage during the fourth and fifth years, for certain manufacturing and material defects in electrical and electronic components.
This additional coverage does not constitute a five-year durability guarantee for the entire product.
Mystflame products — businesses and professionals (B2B)
Limited commercial warranty of 12 months from delivery, unless otherwise agreed in writing.
Dimplex products and other brands
The applicable statutory guarantee of conformity applies, together with any additional commercial warranty offered by the manufacturer, where relevant.
Mystflame additional commercial coverage for the fourth and fifth years does not apply to Dimplex products.
What does the additional Mystflame warranty cover?
During the fourth and fifth years, commercial coverage includes certain manufacturing and material defects in electrical and electronic components.
It does not include dismantling or reinstalling built-in equipment, technicians’ visits to the home, or proven normal wear and tear of components, under the terms set out below and provided that applicable law permits these limitations.
How can I request assistance?
Email: support@mystflame.com
Telephone: +34 655 688 581
No form or separate warranty certificate is required.
1. Purpose and scope
These terms govern the statutory and commercial warranties for products sold by MYSTFLAME S.L. through its online store https://electricas-chimeneas.es.
Three situations are distinguished:
- Purchases made by private consumers (B2C).
- Purchases made by businesses and professionals in the course of their activities (B2B).
- Products marketed by MYSTFLAME S.L. under third-party brands, including Dimplex products.
The legal nature of each purchase shall be determined by its actual purpose and the status of the buyer, not solely by the name shown on the invoice or the existence of a VAT number.
Specific commercial terms agreed in writing with distributors or professional customers may take precedence over the general commercial provisions, within the limits of applicable law.
2. Identification of the seller and guarantor
MYSTFLAME S.L.
NIF: B10872422
Registered office: Calle Aragón, 264, planta 3, puerta 1, 08007 Barcelona, Spain.
Email: support@mystflame.com
Telephone: +34 655 688 581
Website: https://electricas-chimeneas.es
MYSTFLAME S.L. is responsible for its statutory obligations as seller and acts as guarantor for its own commercial coverage expressly offered in this document.
3. Warranties for private consumers (B2C)
3.1. Statutory guarantee of conformity
Consumers are legally entitled to free remedies from the seller when a product lacks conformity.
In Spain, pursuant to Royal Legislative Decree 1/2007, the seller is liable for any lack of conformity of new goods that becomes apparent within the 3 years following delivery.
During the first two years following delivery, any lack of conformity that becomes apparent is presumed to have existed at the time of delivery, unless proven otherwise or unless this presumption is incompatible with the nature of the goods or the lack of conformity.
In the third year, the consumer may establish the existence of the lack of conformity by legally admissible means of evidence.
The consumer may request repair or replacement of the product and, in cases provided for by law, a price reduction or termination of the contract.
Remedies shall be free of charge where required by law, including necessary transport, materials and labour costs.
Where the product was correctly installed before the lack of conformity became apparent, repair or replacement shall include, in the cases provided for by law, removal and installation of the repaired or replacement product, or payment of the corresponding costs.
In international sales, mandatory consumer protection provisions that apply shall be respected, including, where relevant, those of the consumer’s country of habitual residence.
The additional commercial coverage described in the following section does not modify or restrict these rights.
3.2. Limited additional commercial coverage during the fourth and fifth years for Mystflame products
MYSTFLAME S.L. offers additional limited commercial coverage under the conditions of this section for new Mystflame-branded products purchased directly from its online store and delivered within the European Union.
This coverage applies from the day following the third anniversary of delivery until the fifth anniversary of delivery.
This is commercial coverage separate from the statutory guarantee of conformity, whose duration and scope depend on the mandatory legislation applicable to the consumer.
Covered defects
During the stated period, coverage includes manufacturing or material defects in the electrical and electronic components incorporated into the product that prevent its normal operation, provided that the product has been installed, used and maintained in accordance with the supplied instructions.
Included remedies
Where MYSTFLAME S.L. confirms that the issue is covered, it will provide a reasonable solution through one or more of the following actions:
- Remote technical diagnosis.
- Free supply of the covered replacement part and standard shipping to the original delivery address within the European Union.
- Repair of the product at the technical centre designated by MYSTFLAME S.L., including transport arranged by the company for that repair.
- Replacement of the product where repair is not feasible.
Covered actions shall be carried out at no cost to the consumer for parts, labour relating to the covered repair, and transport expressly arranged by MYSTFLAME S.L.
Excluded services
The additional commercial coverage for the fourth and fifth years does not include:
- Dismantling or removal of products built into or integrated into walls, furniture or other structures.
- Reinstallation of the repaired or replacement product.
- Technicians’ travel to the buyer’s home.
- Masonry, carpentry, renovation, decoration or installation adaptation work.
- Replacement of components solely due to proven normal wear and tear, in accordance with section 3.3.
These exclusions apply only to the voluntary commercial coverage described in this section and shall not apply where a mandatory legal provision requires MYSTFLAME S.L. to bear such work or costs.
The additional commercial coverage does not constitute a commitment that the entire product will retain all its functions and performance characteristics for five years. Its scope is limited to the defects, components and remedies expressly identified in this section.
3.3. Components subject to wear in water-vapour fireplaces
Mystflame water-vapour fireplaces, including the 3D-Fire series and other models using ultrasonic technology, contain components subject to wear during operation.
These include ultrasonic transducers, steam generators and mist makers.
Their service life may depend on:
- Accumulated operating hours.
- Frequency and intensity of use.
- Water quality and composition.
- Accumulation of mineral deposits.
- Cleaning and maintenance procedures.
- Compliance with the manufacturer’s technical instructions.
Where verified technical data are available, product data sheets and manuals will indicate the approximate service life of these components, water requirements, maintenance procedures and instructions for safe replacement.
Indicative service-life figures do not constitute an automatic expiry date or, by themselves, exclude a claim.
Replacement of a component solely due to proven normal wear and tear is not considered repair of a manufacturing defect under the additional commercial coverage.
This rule does not exclude claims arising from material or manufacturing defects, lack of conformity, durability below what could reasonably be expected, or insufficient instructions.
No automatic exclusion applies merely because 12 months or any other period has elapsed.
Each claim will be assessed individually, taking into account the cause of the failure.
For diagnosis, reasonably necessary information may be requested, such as the model, serial number, description of the issue, photographs or videos, operating-hours reading where available, and information about water and maintenance.
Documentation that it would not have been reasonable to retain, or disproportionate evidence, will not be required.
During the statutory guarantee period, mandatory rules on the burden of proof, free remedies and corrective measures shall apply.
3.4. General exclusions from additional commercial coverage
Mystflame additional commercial coverage does not cover damage caused by:
- Incorrect installation or installation contrary to the instructions.
- Misuse, negligence or use incompatible with product specifications.
- Lack of maintenance that caused the failure.
- External power surges or defective electrical installations unrelated to the product.
- Accidents, impacts, falls, flooding, fires and other external factors.
- Incorrect modifications or repairs carried out by third parties where they caused the claimed defect.
- Proven natural wear and tear that does not constitute a covered defect.
These exclusions do not alter the statutory guarantee or liabilities that cannot legally be limited.
4. Commercial warranty for businesses and professionals (B2B)
4.1. Scope
The terms of this section apply to transactions carried out by buyers acting in the course of their business or professional activities.
4.2. Duration
For new Mystflame-branded products, MYSTFLAME S.L. offers a limited commercial warranty of 12 months from the delivery date, unless expressly agreed otherwise by contract.
The warranty covers manufacturing, material and component defects that prevent normal operation of the product under appropriate installation, use and maintenance conditions.
4.3. Warranty remedies
In the event of a covered issue, MYSTFLAME S.L. may reasonably choose to:
- Supply the necessary replacement parts.
- Repair the product or facilitate its repair.
- Replace the product where repair is not feasible.
The choice of remedy shall be made in accordance with contractual terms and applicable law.
4.4. Costs
For defects accepted under this commercial warranty:
- Covered parts and their standard shipping to the original delivery address within the European Union shall be free of charge.
- Returns of complete units require prior coordination with MYSTFLAME S.L.
- Unless otherwise agreed in writing, the professional buyer shall bear the costs of dismantling, installation, reinstallation, travel by external technicians, cranes, auxiliary equipment and construction work.
- Repairs performed by third parties without prior authorisation shall not be reimbursed under this commercial warranty.
4.5. Wear and exclusions
The B2B commercial warranty does not cover damage arising from incorrect installation, misuse, inadequate maintenance causing failure, external factors, incorrect modifications or proven normal wear and tear.
Periodic replacement of ultrasonic transducers, mist makers and other components solely due to normal wear and tear is not included.
To the extent permitted by applicable law, compensation for lost profits, business interruption and indirect commercial losses is excluded from this commercial warranty.
4.6. Statutory rights and specific terms
The 12-month commercial warranty is a defined contractual benefit and does not, in itself, exclude other rights or liabilities arising from the contract or applicable law.
The United Nations Convention on Contracts for the International Sale of Goods (CISG) may apply to international B2B transactions, unless validly excluded or subject to other applicable contractual provisions.
Distributors and professional buyers may have specific agreements.
A reseller’s statutory obligations towards its end consumer are independent of this B2B commercial warranty.
5. Dimplex products and other brands
5.1. Statutory guarantee
Dimplex products and products from other manufacturers sold directly by MYSTFLAME S.L. are covered by the statutory guarantee of conformity rights available to consumers under applicable law.
In Spain, the general statutory period for new goods is three years from delivery.
MYSTFLAME S.L. shall handle claims arising from these rights as the product seller.
5.2. Manufacturer’s commercial warranties
Dimplex products may carry additional commercial warranties offered by their manufacturer, subject to the specific terms applicable to the model, territory and purchase date.
Mystflame additional commercial coverage during the fourth and fifth years does not apply to Dimplex products or products of other brands, unless expressly and specifically undertaken.
For information, the general terms published by Glen Dimplex Benelux B.V. can be consulted at:
https://www.dimplexfires.com/en-nl/support/terms-and-conditions
The applicability of a manufacturer’s commercial warranty depends on the specific terms validly communicated for the relevant product.
This reference page does not replace the specific terms that must be provided to the buyer or the buyer’s statutory rights against MYSTFLAME S.L.
5.3. Handling claims
For Dimplex products purchased directly from our store, MYSTFLAME S.L. will act as the first point of contact.
Email: support@mystflame.com
Telephone: +34 655 688 581
MYSTFLAME S.L. will coordinate the relevant assistance, directly or in cooperation with the manufacturer and its authorised technical service providers.
5.4. Professional purchases
For B2B sales of Dimplex products or other brands, the commercial terms validly agreed or incorporated into the contract shall apply, together with the relevant legal provisions.
The 12-month B2B commercial warranty for Mystflame products does not automatically extend to Dimplex products.
6. Warranty claim procedure
To report an issue or submit a warranty claim, the buyer should contact:
Email: support@mystflame.com
Telephone: +34 655 688 581
It is recommended to provide:
- Order or invoice number.
- Product model.
- Serial number, where available.
- Description of the issue.
- Photographs or videos where reasonably necessary.
No warranty form or separate certificate is required.
MYSTFLAME S.L. may request simple and safe technical checks.
Consumers will not be required to carry out electrical repairs for which they are not qualified.
Where a technical inspection is necessary, the relevant procedure will be communicated.
7. Authorised returns address and technical service
Previously coordinated returns should be sent to:
MYSTFLAME S.L.
Carrer de Josep Maria Sert, 2
08911 Badalona, Barcelona
Spain
Receiving telephone: +34 655 688 581
Email: support@mystflame.com
Before sending a product, customer service must be contacted to arrange collection, identify the goods and provide the relevant instructions.
Prior coordination shall not restrict the buyer’s statutory rights.
Keeping the original packaging is not mandatory in order to exercise statutory warranty rights.
Transport costs shall be allocated in accordance with the statutory and commercial obligations applicable to each claim.
This address is a receiving and service centre, separate from the company’s registered office.
8. Assessment and assistance timeframes
MYSTFLAME S.L. will review claims taking into account the information provided, purchase history and, where necessary, a technical assessment.
The company will endeavour to provide an initial response within 5 working days after receiving the necessary information.
Where an additional inspection is required, the buyer will be informed of the next steps.
Decisions regarding commercial coverage will be communicated with reasons.
Response targets do not replace statutory deadlines or permit unjustified delays in providing required remedies.
9. Territorial scope
The Mystflame additional commercial coverage described in section 3.2 is offered for products purchased directly from our online store and originally delivered within the European Union.
Where a product is subsequently moved to another country, arranging assistance may require additional logistical coordination.
Commercial warranties from external manufacturers may be subject to specific territorial conditions.
Mandatory consumer rights shall remain protected in accordance with applicable law.
10. Technical service and availability of spare parts
MYSTFLAME S.L., in its capacity as producer of goods marketed under its own brand for the purposes of applicable law, shall comply with its statutory obligations concerning technical service and the availability of spare parts.
In Spain, Article 127 bis of Royal Legislative Decree 1/2007 establishes a minimum spare-parts availability period of 10 years after the goods cease to be manufactured, under the conditions provided by law.
The availability of spare parts does not mean that they must be supplied free of charge after the applicable warranty coverage has expired.
Information on spare parts, technical assistance and prices may be requested at support@mystflame.com. MYSTFLAME S.L. shall make the spare-parts price list publicly available in accordance with its statutory obligations.
11. Validity and amendments
Document reference: MYSTFLAME-WARRANTY-EN
Version: 1.0
Publication date: pending actual publication
These terms shall apply to purchases for which they have been validly communicated and incorporated before the contract was concluded.
MYSTFLAME S.L. may amend these terms for future purchases.
Amendments shall not have retroactive effect or reduce warranties or rights previously acquired.
Binding advertising statements and the terms actually applicable to each purchase shall be taken into account in accordance with the relevant legislation.
12. Applicable law
These terms shall be interpreted in accordance with applicable Spanish law, in particular Royal Legislative Decree 1/2007, and relevant European Union rules.
In international B2C sales, applicable mandatory consumer protection provisions shall be respected, including the rules of the Rome I Regulation where relevant.
B2B relationships shall be governed by validly agreed contractual terms and applicable commercial, civil and international rules.
No provision of these terms shall exclude liabilities or rights that cannot legally be limited.
MYSTFLAME S.L.
NIF: B10872422
Registered office: Calle Aragón, 264, planta 3, puerta 1, 08007 Barcelona, Spain.
Authorised returns centre: Carrer de Josep Maria Sert, 2, 08911 Badalona, Barcelona, Spain.
Telephone: +34 655 688 581
Email: support@mystflame.com
Website: https://electricas-chimeneas.es
Document control: MYSTFLAME-WARRANTY-EN | Version 1.0
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