It is frustrating when your gas water heater or boiler is no longer working properly. Fortunately, in many cases it is not necessary to send the appliance in for repair. Many faults can be resolved on-site using our troubleshooting guides, manuals, and technical support information.
By using the correct troubleshooting guide first, you can often save time, shipping costs, and unnecessary inspection charges. In many cases, you may even have your appliance working again the very same day.
Check Our Troubleshooting Guides First
Our experience shows that many problems are caused by installation settings, water pressure, gas pressure, air trapped in the system, limescale build-up, or a simple connection error. These situations are generally not covered by warranty, but can often be checked and resolved yourself.
Please consult the appropriate troubleshooting guide first:
Problems with a boiler? View the Boiler Troubleshooting Guide
Fault with a TTulpe B-Series gas water heater? View the B-Series Troubleshooting Guide
Fault with a TTulpe B10 gas water heater? View the B10 Troubleshooting Guide
Problems with a TTulpe C-Meister 11 / 13 / 14 gas water heater? View the C-Meister Troubleshooting Guide
Technical questions about an HD-6 Outdoor gas water heater? View the HD-6 Outdoor Technical Support Guide
Many checks can be carried out yourself using the user manual, a screwdriver, and some basic technical knowledge.
When Can I Send My Appliance in for Repair?
If your appliance is still not working after completing the troubleshooting guide, you can submit a repair request.
Please note: this applies only to appliances purchased directly from us. If you purchased your appliance through a dealer or reseller, please contact your supplier regarding warranty or repair service.
Submitting a Repair Request
You can submit a repair request using our contact form.
Please always include:
Invoice number and purchase date
Your name and address details
Collection address (if different from your home address)
Appliance type, brand, and model
A clear description of the problem
Once we receive your request, we will send you a return shipping label by email. Simply print the label and attach it to the package.
Please note! For countries outside the EU, ask us about the conditions.
Packaging Your Appliance for Return
Proper packaging helps prevent transport damage and delays.
Please ensure that:
All water has been drained from the appliance
The original box is used whenever possible
If the original packaging is unavailable, use a sturdy, oversized box
The appliance is securely packed and cannot move inside the box
Adequate protective packaging material is used
A covering letter is included
The return label is clearly visible on the outside of the box
The package is delivered to a parcel drop-off point
A wet or undersized package does not provide sufficient protection and increases the risk of transport damage. We cannot be held liable for damage caused during transportation.
Always Include a Cover Letter
Please place a letter inside the package containing:
Invoice number and purchase date
Your name and address details
Return address (if different from your home address)
Appliance type, brand, and model
A clear description of the fault for our technical department
Failure to include this information may result in delays during processing.
What Happens After We Receive Your Appliance?
Depending on your location, it may take several days to more than a week for the appliance to arrive at our facility.
Once received, the return is registered and scheduled for technical inspection.
We aim to carry out the inspection within 5 working days after registration. During busy periods, processing times may be slightly longer.
Inspection and Repair
During inspection, our technical department will determine whether the reported fault can be reproduced and diagnosed.
The following points will be assessed:
Whether the fault can be reproduced
Whether the appliance is functioning correctly
Whether the issue is covered under warranty
Whether repair is technically and economically viable
If the defect falls within the warranty conditions, the repair will be carried out free of charge.
If the defect is not covered by warranty, you will first receive a quotation for the repair, including any applicable shipping costs.
Possible Inspection Charges
If the appliance is found to be functioning normally during inspection, inspection charges may apply.
This may occur when the problem is caused by:
Incorrect installation
Incorrect connections
Water pressure issues
Gas pressure issues
Incorrect settings
Local operating conditions
To avoid unnecessary costs, always read the user manual carefully and consult the appropriate troubleshooting guide before returning the appliance.
Warranty and Repair Conditions
The standard warranty period is generally 2 years from the date of purchase. The invoice date determines warranty eligibility.
Not all faults are covered under warranty. Examples include:
Incorrect installation
Limescale build-up or contamination
Frost damage
Water damage caused by improper use
Incorrect connections
Insufficient maintenance
Gas pressure, water pressure, or flue system issues
If you are unsure whether your issue is covered, please contact us for advice before returning the appliance.
Returning the Appliance After Repair
Once the appliance has been repaired and is functioning correctly, it will be returned to the address provided.
If repair costs apply, the appliance will be shipped after payment has been received.
You will be notified as soon as the repair has been completed and the appliance is ready for return shipment.
Need Hot Water Again Quickly?
By consulting our troubleshooting guides first, you can often avoid unnecessary delays and costs. If you are unable to solve the problem yourself, we will be happy to assist you with a repair request or technical support.
Go Directly to the Correct Support Page
➡ View the Boiler Troubleshooting Guide
➡ View TTulpe B-Series Troubleshooting
➡ View TTulpe B10 Troubleshooting
➡ View TTulpe C-Meister 11 / 13 / 14 Support
➡ View HD-6 Outdoor Technical Support
➡ Submit a Repair Request via the Contact Form
When contacting us, please provide as much information as possible about your installation, appliance type, troubleshooting steps already performed, invoice number, and purchase date. In many cases, we can still diagnose and resolve the problem remotely.