Welltherm and HeatXL complaints procedure

Reporting a complaint

We want you to make a clear product choice and rely on appropriate service. Nevertheless, something may go wrong with an order, delivery or contact. A specific report helps investigate the cause. Therefore, contact HeatXL as soon as possible at info@heatxl.com or 0165 – 714107. You may also address a written complaint to Spoorstraat 7, 4702 VV Roosendaal.

Describe what happened and the solution you have in mind. Include your name, contact details, product and order or invoice number. Attach only relevant photos or correspondence. A consumer report within two months of discovering a defect is timely. Prompt reporting helps particularly with transport damage and problems an installer can still inspect.

Which business handles the complaint?

For a direct purchase from HeatXL, we handle the complaint about our contract. If you purchased from an independent Welltherm dealer, that seller is your first point of contact. The name on the quotation and invoice makes clear whom you contracted with. We are happy to help you find the correct contact when this is unclear.

A product problem does not immediately need to become a formal dispute. Sometimes a control or installation setting proves to be the cause. Stop using a potentially unsafe appliance. We provide assessment instructions and request technical information if needed. An installer may have a suitable role for electrical connections; do not open the product without consultation.

Response and investigation

We acknowledge receipt as soon as possible and respond within fourteen days of receipt. If a substantive investigation requires more time, you receive an explanation within that period and an indication of when a further response will follow. This may occur with technical inspection or consultation about a specific version. We inform you which details are still needed and what the next step is.

After assessment, we discuss a suitable solution. For a justified product complaint, this may be repair, replacement or another legally appropriate solution. Necessary costs and follow-up arrangements are explained. A complaint does not automatically suspend obligations; any statutory rights to suspend performance remain. We record agreed arrangements so handling is clear for both parties.

When discussion does not provide a solution

If you are dissatisfied with our response, explain why the proposed solution does not resolve your complaint. We review your explanation again. If mutual discussion does not provide a solution, statutory rights and the option to approach a competent court remain. Contact us to discuss which next step suits your complaint.

The European Online Dispute Resolution platform has been closed since 20 July 2025. We therefore do not refer to that platform as a route for a new complaint. For information about consumer rights, you can consult ACM ConsuWijzer; that information service does not replace a ruling in an individual dispute. For a privacy complaint, we refer to the privacy policy and the Dutch Data Protection Authority.

Personal follow-up

HeatXL handles every report with attention to facts, clear communication and a workable solution. Keep your proof of purchase and correspondence. The Warranty, Returns Policy and Terms and Conditions pages provide additional explanations for different situations. If you need help completing your report, call 0165 – 714107. A clear description helps us follow up your Welltherm enquiry specifically.

Updated on 12 October 2026 · Welltherm.nl / HeatXL infrared heating