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FAQs

How do I register my free Glow-worm guarantee?

You can register your guarantee online www.glow-worm.co.uk/gurantee/register, by returning your guarantee registration card or by calling us on 03301003142.

We’ll need the following information from your appliance:

• Serial number

• Gas safe registration number of installer

• Date of installation

• Installation location

How do I find my serial number?

The 28 digit serial number can be found on the control panel of the boiler and in the benchmark logbook which the installer should have provided you upon installation.

Why do i have to provide the gas safe number of the installer?

To validate your guarantee the Installation must be carried out by a Gas Safe registered engineer and in compliance with the Installation Manual accompanying the product. For more information on gas safe please go to www.gassaferegister.co.uk

What happens once I have registered?

Once your guarantee has been registered you will receive a confirmation email or letter. Please note this could take up to 4 weeks.

Why should I register my Glow-worm guarantee?

When you register your appliance with us, we will use this data to commence your guarantee. Without registration you will only get 12 months guarantee.

How long is my guarantee?

The standard guarantee on the appliance that you have purchased will be detailed in the appliance’s manual. However, some installers may be approved to offer slightly longer standard warranties and they will provide you confirmation if this is the case.

Is there anything that I need to do to keep my guarantee valid?

Yes – in order to validate each year of your guarantee the appliance needs to be serviced annually by a Gas Safe registered engineer, in line with our recommendations. The Benchmark Logbook will also need to be completed upon installation and updated at each annual service by the servicing engineer. Please note that the cost of the service is not covered by the Glow-worm guarantee.

What is covered by my Glow-worm guarantee?

Your guarantee will cover you for the repair of any defects related to the manufacture of your Glow-worm appliance. The repair must be completed by one of our Glow-worm guarantee engineers and will cover for both parts and labour.

Your guarantee will not cover any defects that may have arisen as a result of misuse, or manufacture. Full terms and conditions will be provided alongside your confirmation.

Does using a non Glow-worm engineer for servicing or repairs invalidate my guarantee?

No. If you don’t use a Glow-worm engineer for your servicing or repairs then you will need to ensure that they are Gas Safe registered but it will not invalidate your guarantee. However, your guarantee would not cover reimbursement of any costs that you incur.

How can I contact Glow-worm customer service?

You can telephone our team on 03301003142. You can also visit the contact us page for further details on opening times.