How to Repair a Heating Unit That Is Out of Warranty

In this guide

Before troubleshooting: Initial checks to complete
What to expect: Repair timelines and costs
Repair process: Quotation, collection, repair, and return
What to send us: Information needed for a faster assessment
While you wait: Spare parts and additional support

What is considered out of warranty?

The warranty period has expired.
The unit has been accidentally damaged.
The fault has been caused by misuse or incorrect operation.

Please note that accidental damage and misuse are not covered under warranty, even if the unit is still within its warranty period.

Before arranging a repair, please check the following:

Is the unit part of a daisy-chained setup?
Craster heating units can be daisy-chained up to three units in Rest of World markets and two units in the US market. Exceeding these limits can cause units to power or heat incorrectly.
Has the troubleshooting guide been checked?
Please review the troubleshooting section of the relevant product manual to see whether the reported issue can be resolved without a repair.

What to expect from the repair process

Out-of-warranty repairs normally take approximately one month, although timings may vary depending on the nature of the fault.

The heating unit will need to be returned to Craster’s manufacturing and repair partner in the UK. Craster will assist with arranging collection and return shipping.

As every repair is different, the repair cost and shipping charges is varied depend on the fault, the condition of the unit, and the collection and delivery locations. Please contact us for a detailed quotation.

Heating unit out-of-warranty repair process

Report the fault
Contact info@craster.com and provide the information listed below, including the order reference, serial number, fault description, and photographs.
The fault is reviewed
Craster and/or our manufacturing and repair partner will review the information provided and assess the likely repair requirements.
A repair quotation is issued
We will provide a quotation covering the repair and applicable shipping costs.
Approve the quotation
No repair work will be scheduled until the quotation has been approved.
Collection is arranged
Craster will assist with arranging collection of the heating unit from your preferred location.
The unit is repaired and returned
The repair is completed in the UK and the unit is then shipped back to the agreed delivery address.
Repair and shipping costs are invoiced
Charges will be invoiced in line with the approved quotation.

What to send us for a faster response

To help us assess the issue and provide an accurate quotation, please include:

Craster order number or your PO number — this helps us confirm when the unit was purchased and whether it is still within warranty.
A clear description of the fault — for example, the unit will not power on, one unit in a daisy chain is not heating, there is physical damage, or another issue is occurring.
Photographs of the fault — where the issue is visible.
A photograph of the rating plate, if accessible.
The heating unit serial number — located on the bottom of the unit and beginning with CHR.
Collection and delivery addresses — so we can include the relevant shipping costs in the quotation.

While you’re waiting for your repair quotation

If you need to replace a wear part, such as a connector cable or foot, please refer to Spare Parts & Replacement Components. These items can be ordered separately without raising a full repair case.

If you have any questions about the repair or return process, our Customer Experience Team will be happy to help. Contact us at info@craster.com.