Warranty and service: what happens if something goes wrong

Two years, from delivery

As a consumer you enjoy the statutory warranty of two years against lack of conformity, counting from delivery. That warranty does not affect your other statutory rights. Normal wear, incorrect use and damage caused by the customer fall outside it. If we additionally agree a commercial warranty, its duration is stated in the order form.

The two bottom rows come from article 8 of our terms, the rest from article 9; deliberately, this page states no longer term than what the law or the order form says.

How you report it, and what happens next

Report it as soon as possible by email to hello@cervano.be, with a short description and a photograph if you can. We confirm receipt and reply within 14 days.

After that, one of three things follows. Often it is an adjustment and we tell you how to make it yourself. If someone is needed, we come round. If it concerns an appliance, we report it to the brand and follow it up.

What falls outside it

Normal wear, incorrect use and damage caused by the customer fall outside it.

Small differences in colour or grain in natural materials such as timber, stone and leather are inherent to the material and do not constitute a defect.

• Wear that belongs to daily use: scratches on a worktop, dull patches on a handle, a drawer running stiffer after years.
• Damage through incorrect use: overloaded drawers, a door used as a support, abrasive cleaner on a matt lacquer.
• Moisture and water: standing water left to sit, a leak that goes unreported, or a room that is not ventilated after showering or cooking. Timber and panel material react to that, and that is damage, not a lack of conformity.
• Work by third parties: alterations, relocations or repairs by someone else. What we did not make or fit, we cannot vouch for.

If you are unsure whether something falls under this, simply report it. We look at it before we say anything about it, and any call-out costs are agreed in advance.

The oven, the dishwasher and the extractor

We are an authorised dealer for Miele, Gaggenau, Siemens, Bosch, AEG, Smeg, Liebherr, Novy and Bora, and we build in whatever you choose. What we supply falls under the same statutory warranty as the rest of the order. Each brand also has its own after-sales service; with a faulty appliance we report it to the brand and follow it up. Every quote lists the model number of every appliance, so the brand knows at once which appliance it concerns.

If we cannot resolve it together

If you have a complaint about the work, report it to us first, as described above.

If we cannot resolve it together, you may as a consumer turn free of charge to the Consumer Mediation Service, Koning Albert II-laan 8 box 1, 1000 Brussels, consumentenombudsdienst.be.

Article 8, article 9 and article 11 of our terms and conditions give the full text.

If you are not yet a customer

The same people who handle your report also draw and install your kitchen or cabinetry. Send us your plan or your dimensions.

Request your price, no obligation