Frequently Asked Questions

What is your shipping policy?

We offer free shipping within Germany for all orders. Orders are usually delivered within 3-5 business days. Depending on your location, delivery time may vary slightly. Delivery may take a little longer for remote regions. You will receive the estimated delivery time at checkout.

How can I track my order?

Once your order has been shipped, you will receive an email with a tracking number. You can use this number to check the status of your delivery on the shipping carrier's website.

What is the warranty for Thermomate products?

All Thermomate products come with a 1-year warranty covering manufacturing defects under normal use conditions. If your product develops a defect within the warranty period, we offer free repairs or a replacement. Please retain your proof of purchase and product serial number to claim warranty services.

How do I return or exchange a product?

If you are not satisfied with your purchase, you may return or exchange the product within 30 days of receipt. The product must be in its original condition and unused. To initiate a return or exchange, please contact our customer service team, and we will guide you through the process.

What products does Thermomate sell?

We offer a range of efficient and energy-saving home appliances, including:

Electric Water Heaters (Instantaneous water heaters, mini instantaneous water heaters)
Electric Cooking Appliances (Electric ovens, hobs)
Gas Cooking Appliances (Gas ovens, gas hobs)

Our products provide reliable and efficient heating and hot water solutions for your home.

How do I choose the right power output for my instantaneous water heater?

The right power output depends on your household's needs and water usage. In general:

4.5 kW - 6.0 kW are suitable for small households or one bathroom
8.0 kW - 14 kW are suitable for medium-sized households or multiple bathrooms
18 kW and above is ideal for larger households that need to supply hot water to several appliances simultaneously

If you are unsure, you can consult the detailed product guides on our website or contact our customer service team, who will be happy to assist you.

How do I care for and maintain my products?

Regular maintenance can extend the life of your products. Here are some care tips:

Cleaning the instantaneous water heater: Descale regularly, especially in regions with hard water. Use special cleaning agents or follow the instructions in the product manual.
Checking electrical connections: Regularly check electrical connections for loose cables or damage.
Ensure adequate ventilation: Make sure the appliance is adequately ventilated to prevent overheating and improve efficiency.

Are Thermomate products suitable for my home?

Thermomate products are designed for efficiency and energy saving, and fit well into most households. You can select the appropriate product based on the flow rates and power specifications on the respective product pages. If you are unsure, our customer service will be happy to help you choose the right product.

Do you offer installation services?

Currently, we do not offer direct installation services. However, we recommend hiring a qualified electrician or technician locally. All products include detailed installation instructions to assist you. If needed, our customer service team is happy to help you.

How can I change my order or shipping address?

Once an order is completed and payment has been processed, we will begin fulfilling it. If you need to change your order or delivery address, please contact our customer service as soon as possible. We will do our best to help, however, changes cannot always be made after shipment.