Frequently asked questions

Answers about quotes, delivery, DIY installation, support, tools and returns. Terms and conditions(German).

How does a heating project work at DiY-Heizung?

Configure your project to receive a cost estimate or quote. Your quote specifies the planning, materials and support included. The delivery date, tool hire and any included commissioning are then coordinated. We do not provide or broker a complete installation service.

Can I install my heat pump myself?

Suitable DIY work is possible in accordance with manufacturer instructions and safety requirements. Tasks reserved for specialist contractors must be carried out by appropriately qualified or authorised professionals. If anything is unclear, have the situation assessed on site by a qualified person.

Is everything included in the package?

Only expressly listed items are included. Allow separately for materials not quoted, electrical installation and other services. Tell us about changes to the installation conditions before procurement.

When is my offer binding?

The document states whether it is a binding quote or a non-binding project estimate. Agreeing a date later does not automatically postpone a contract that has already been concluded. Section 2 of our terms and conditions (German).

What if I want delivery at a later date?

Tell us your preferred delivery date within 21 calendar days of accepting the quote. If delivery is more than 21 days after acceptance, or you contact us later, we check availability and manufacturer prices. Price changes require your express consent. Without it, an existing contract remains unchanged.

How do I pay, and when will delivery take place?

The payment method, due date and delivery terms are stated in the quote or ordering process. Where advance payment is agreed, dispatch generally follows receipt of the agreed payment. A preferred date becomes binding only when it has been agreed and availability confirmed. More information: Delivery and payment(German).

Are partial deliveries possible?

Yes, where reasonable. We do not charge additional shipping costs for partial deliveries that we initiate. Freight deliveries are generally to the kerbside unless otherwise agreed.

Can I re-order material?

Yes. Use the shop, or contact us with the item details and project reference if you cannot find an item. Availability, price and delivery time are confirmed for the additional order.

What can WhatsApp or video support check?

We provide support based on your information and visible photos or video. Concealed pipes, internal components and connections that cannot be seen clearly cannot be fully inspected. Remote advice does not replace a required on-site inspection or authorise operation.

What happens during the video check?

We assess visible hydraulic connections for plausibility and obvious discrepancies, aiming to identify obstacles before commissioning. This is not a complete installation inspection, formal acceptance or commissioning. Request the check at least five calendar days before your preferred date; the appointment must be confirmed.

What is on-site commissioning?

Where agreed, this includes one visit; checks of flow rates and operating pressures; inspection of the heat source system, filters and electrical components within the commissioning scope; controller settings; and a handover and commissioning report. Your quote determines the precise scope. The electrical installation must already have been completed professionally.

What must be ready before commissioning?

The hydraulic installation must be complete, ready for operation and filled, and the electrical connections must be professionally completed. Required connections and access must be available. Request commissioning at least ten calendar days before your preferred date. The appointment must be confirmed.

How long can I rent the tool?

We agree five, ten or fifteen hire days. Monday to Friday count, excluding public holidays at the place of use. Saturday is not a hire day. Your hire confirmation specifies the start date, price and return dispatch date.

When do I need to return the tool?

Unless otherwise agreed, dispatch the return no later than the Saturday after the hire period ends. The specifically agreed return dispatch date is decisive. Return the complete, cleaned tool in transport-safe packaging and keep proof of dispatch. Public holidays are handled in accordance with our terms and conditions.

What do I do if material is missing or I need the tool longer?

Tell us as soon as a delay becomes foreseeable. An extension requires explicit confirmation; notifying us alone does not extend the hire. If a delivery delay is our responsibility, we will agree an appropriate solution.

What are the costs of delayed tool return?

If you are responsible for a late return, necessary and demonstrable losses may be recoverable, such as the cost of arranging replacement equipment. Compensation is assessed under the applicable statutory rules, including necessary replacement arrangements, additional preparation and express shipping. Saved costs and economic benefits are taken into account. Details: Section 10 of our terms and conditions (German).

Can I return any remaining project material?

There is no additional voluntary right to return installation kits, project-specific connection packages, customer-specific goods or surplus project materials. Statutory withdrawal and defect rights remain unaffected. A statutory withdrawal does not require approval for a goodwill return.

What does a goodwill return cost?

Other goods may be accepted for return with prior approval. The original purchase price of the approved items must total at least €50 including VAT. We deduct 22% of the price actually paid, plus €15 including VAT per return transaction. Goods must be unused, complete and undamaged. These charges do not apply to statutory rights to return or cancel. Further information(German).

Do statutory defect rights or warranties apply to DIY installations?

Statutory defect rights remain in place. Damage caused solely by incorrect DIY installation is a separate matter. An additional manufacturer warranty is subject to its own terms. There is no blanket five- or ten-year warranty for every product offered.

How does grant support work?

Your quote specifies the agreed support. The funding provider decides on approval and payment. Any required grant-related contract must comply with the applicable conditions, and the grant approval determines the deadlines. Grant approval does not automatically guarantee product prices. More information: Grant funding.

What do I do in case of transport damage?

Where possible, check the packaging and number of packages on delivery. Ask the carrier to record visible damage, and photograph the packaging and goods. Report concealed damage promptly, preferably within seven calendar days, with your order number, tracking number and photos using our returns and complaints form (German) or by email to service@diy-heizung.de. A later report does not remove statutory consumer rights. Where both parties are acting as commercial businesses, the statutory inspection and notification duties apply. Dispatch and delivery(German).

Why are there several shipment numbers?

Your order may arrive in several partial deliveries. Check each tracking number separately. Initial tracking updates can take 24–36 hours. A dispatch confirmation does not automatically mean the entire order has shipped.

Other questions? service@diy-heizung.de · 040 – 380 40 996

Status: 12 October 2026