1. How to submit a claim
Recommended: HelpCenter
The simplest and fastest channel — case status, additions, and replies all in one place.
Alternative: e-mail
Send an e-mail to info@primegastro.pl including your order number, problem description, and contact details.
Note: gas appliances and/or units without a plug must be installed by an authorised specialist — the installation record may be required for warranty verification.
2. What to prepare (checklist)
- Order/invoice number.
- Brief description of symptoms, when they occur, error codes (if any).
- Photos/videos of the defect and the entire unit (including serial number).
- For transport damage: a damage report drawn up with the courier and photos of the outer/inner packaging.
- For appliances requiring installation: a scan/photo of the commissioning report by an authorised service.
3. Transport damage claims
Upon delivery, check the pallet and packaging condition. In case of damage:
- draw up a damage report with the courier at delivery,
- take photos of the packaging and the damage,
- report the damage immediately via HelpCenter or e-mail (ideally within 24h).
What should the report include?
| Item | Description |
|---|---|
| Date and time | Of receipt and identification of the damage |
| Damage description | Including the damaged parts and type of damage |
| Transport document | Waybill number, carrier details |
| Signatures | Recipient and courier |
4. How we assess submissions
Once we receive your claim, we begin verification. We usually reply within 14 days. If additions are required (e.g., photos, damage report, installation record), we will ask for them in our response.
If the claim is accepted: we arrange repair or — if repair is not possible — replacement/solution in line with availability and the Terms. If a claim is unfounded (e.g., due to improper use), the cost of a technician’s visit may be charged to the customer.
See the Terms for full details: warranty, liability, transport damage procedure, Class B rules.
5. Packing and pickup
If the unit needs to be sent back/picked up for service, prepare it according to the following tips:
| Requirement | Why it matters |
|---|---|
| Original or equivalent packaging | Protects the unit in pallet transport |
| Secure moving parts | Minimises the risk of secondary damage |
| Clean the unit | Service and diagnostics safety |
| Empty tanks/containers | Carrier and H&S requirements |
Our delivery standard is “kerbside” (no carrying-in). Return pickup is carried out on similar terms.
FAQ — frequently asked questions
When will I get a reply?
We usually reply within 14 days. If the case requires additional inspection or documents, we will inform you about an extended timeframe.
What if I don’t have a damage report?
Report the issue as soon as possible. Lack of a report may complicate transport-damage settlement — we will still try to find a solution.
Is a technician’s visit chargeable?
Within the warranty period we cover technician costs if the technician was assigned by Prime Gastro and the defect is covered by the warranty. Otherwise, costs may be charged to the customer.
Contact
HelpCenter: /help-center • E-mail: info@primegastro.pl • Tel.: +48 12 444 57 57
This page is informational and complements the rules set out in the Terms & Conditions.