What exactly does the 25-year warranty cover?

The 25-year warranty covers the soapstone, which is the thermal core of each radiator. It covers any manufacturing defect, cracking, loss of inertia or dimensional non-conformity. The stone is manufactured in France from Finnish soapstone whose stability has been proven over decades of industrial use.

Is the metal casing guaranteed for as long?

No. The exterior casing (metal box, paint) is covered for 5 years against corrosion and finishing defects. This shorter duration reflects the natural lifespan of a painted finish exposed to thermal cycles. If the finish degrades, replacing the casing is possible without touching the thermal core.

What happens if I sell my home?

The warranty is attached to the device and not to the owner. If you sell your home, the remaining warranty is automatically transferred to the new owner. The EcoChaleur installation invoice serves as proof of the warranty start date. Keep this document safe.

How do I activate the warranty in case of a problem?

Contact the EcoChaleur after-sales service by phone, email or via the dedicated form. Describe the symptom, provide a photo of the device and the serial number on the side label. A technician establishes an initial remote diagnosis within a reasonable time, and organizes an on-site intervention if necessary.

Does the warranty cover a move with reassembly elsewhere?

Yes, provided that the reassembly is carried out by a professional registered with the BCE and respecting the initial installation rules (compliant electrical supply, wall mounting adapted to the weight). Keep the initial invoice and report the move to the after-sales service to update your file.

What cases are not covered by the warranty?

Classic exclusions apply: damage caused by a third party or external object, accidental fall, immersion or flooding, abnormal electrical overvoltage related to the public network, unauthorized internal modification, dismantling by a non-professional. The full conditions are detailed on the warranty certificate provided with the installation invoice.

Does the heat pump water heater also have a 25-year warranty?

No. Heat pump water heaters are active thermodynamic devices (compressor, heat exchanger, sensors) with a technical lifespan of 15 to 20 years. The manufacturer's warranty applies, generally 2 to 5 years depending on the model. EcoChaleur extends this warranty via an optional annual maintenance contract that covers the main parts.

Soapstone warranty

The EcoChaleur 25-year warranty

The soapstone, the thermal core of our radiators, is guaranteed for 25 years against any manufacturing defect or loss of inertia. This long duration is possible thanks to the choice of a stable natural material, manufactured in France from industrially proven Finnish soapstone.

What is covered per component

Component	Duration	Coverage
Soapstone (thermal core)	25 years	Manufacturing defect, cracking, loss of inertia, dimensional non-conformity
Metal casing	5 years	Corrosion, deformation, paint defect
Electrical resistance	5 years	Electrical failure, internal short circuit
Control board and thermostat	2 years	Manufacturer warranty, electronic malfunction
WiFi module and application	Lifetime (as long as active support)	Software updates, security patches

Why 25 years on soapstone

Soapstone is a metamorphic rock consisting mainly of talc and magnesite. Its crystalline structure gives it high thermal conductivity (about 6 W/m.K) and exceptional heat storage capacity. Finnish and Brazilian quarries provide the majority of the soapstone used in residential heating in Europe.

Unlike synthetic composite materials or heat transfer fluids, soapstone does not age chemically. It does not leak, does not corrode, and does not lose inertia over time. Models installed in the 80s and 90s in Scandinavia are still in use today with the same thermal performance as originally.

The 25-year warranty reflects this material stability. It is combined with a spare parts inventory maintained by our workshop in Tinlot, which allows a defective component to be replaced without having to replace the entire device.

Steps to follow in case of a breakdown

Identify the serial number: side or back label of the radiator, alphanumeric format of 8 or 10 characters.
Prepare the factual elements: precise symptom (cold radiator, inaccessible application, abnormal noise), date of appearance, frequency of the problem.
Contact the after-sales service: by phone on +32 490 26 19 66, by email or via the dedicated form. Attach a clear photo of the device and its label.
Remote diagnosis: a technician establishes an initial diagnosis within a reasonable time. For software problems (application, settings), the resolution is often done by phone.
On-site intervention if necessary: a technical team will visit to replace the defective component. Under warranty, the service is not invoiced.

Classic exclusions

The 25-year warranty does not cover the following situations, in accordance with standard industry exclusions:

Damage caused by a third party or external object (impact, perforation, spilled paint)
Accidental fall of the device (poor anchoring not related to the initial installation)
Immersion or flooding of the home
Abnormal electrical overvoltage related to the public network (covered by your home insurance)
Unauthorized internal modification or dismantling by a non-professional
Use in an industrial environment or outside a private residence

The full conditions are detailed on the warranty certificate provided with the installation invoice. If in doubt about the eligibility of an event, the after-sales service can clarify before an intervention.

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