Service Terms

When completing a fault report, we ask you for various types of information, such as the appliance’s serial number, purchase receipt, photos of the installation and a description of the fault. We understand that this may seem difficult and time-consuming, but we do this so that we can serve YOU in the best possible way.

We ask you to complete the form carefully and make sure that the requested photos and documents are attached to the fault report. We ask for all this information so that we can get as clear a picture as possible of the situation and the problem, and therefore provide the best possible instructions and actions to resolve the issue. In addition to resolving the problem and repairing the appliance, we also want to make sure that the problem does not occur again in the future.

If you do not meet the warranty conditions by sending us the requested photos of the installation or the purchase receipt, which we need in order to determine the warranty, you accept that your case will be handled as being outside the warranty and that the full repair costs will be payable by you, the customer.

Why do we ask for all this information?

We register all fault reports submitted to us, and most problems are caused by two things: installation that does not follow the instructions, or use that does not follow the instructions.

In connection with every fault report and repair, the toilet is inspected to identify any misuse or incorrect installation. If the inspection shows that the cause of the fault is related to incorrect installation or use, the full service costs will be charged to you, the customer.

Of course, we want to help you install or use the appliance in accordance with the instructions, so that the problem does not occur again.

We have tried to compile information from a few areas that are useful for you to know and that help explain how our processes work.

We therefore ask you to read the following sections:

• Installation – why is installation so important for the appliance’s function?
• Use – what does it mean to use the toilet contrary to the instructions?
• Long-term storage – how can problems be avoided during longer periods of absence?
• Purchase receipt – why must the purchase receipt be kept?
• Fault report/repair – what is a fault report and how do I complete one?
• Service locations – where are the service locations and what delivery options are available?

Installation

Incinerating toilets must be installed in accordance with the instructions to ensure optimal function. We ask for photos of the appliance’s installation so that we can help you in the best possible way.

If your appliance is still under warranty, sending all requested photos of the installation is a condition for the service to be handled under warranty. If we do not receive photos of the appliance’s installation, the service will not be handled under warranty and the service costs will be payable by the customer.

If your appliance is no longer under warranty, sending photos is optional. However, in order to carry out the best possible troubleshooting, it is important that photos of the installation can be sent to us or to our service partner.

Why is installation so important?

Installation in accordance with the instructions is extremely important for the correct function and durability of the appliance. The appliance has been developed and manufactured to operate with a specific airflow, which the approved installation options make possible.

When the incineration programme is started, the fan starts running at full power and creates negative pressure in the combustion chamber, provided that the installation has been carried out correctly.

Too much resistance can be created in the pipework in the following ways, for example:

1. Extra bends have been used in the installation
2. The 90-degree bend supplied with the toilet has not been used in the installation
3. The wrong ventilation pipe cap has been used
4. A 110 mm plastic pipe has not been used in the installation

These factors prevent sufficient negative pressure from being created in the combustion chamber and prevent the appliance from functioning correctly.

When the appliance is working correctly, steam and smoke are drawn from the combustion chamber by the fan, through the catalyst and into the ventilation pipe. The catalyst removes most of the odours, but if sufficient negative pressure is not created in the combustion chamber, the steam and smoke produced during incineration will escape through the wrong routes. This damages other components, and the odour produced is also stronger because the air does not pass through the catalyst.

In other words, with incorrect installation, the fan will become blocked and other internal parts will become covered in soot, because the air escapes through the wrong routes. The toilet will therefore not function correctly with an incorrect installation.

Use

Faults caused by misuse usually appear in such a way that the toilet no longer functions satisfactorily, for example when the heating element stops working before it is time to service the toilet.

The most common types of misuse:

1. Urinating in the same bag / urine being left in the bag overnight / the bag not being used

The bag containing waste must be dropped into the combustion chamber and the incineration programme started immediately after use. Urine in particular contains many different minerals that damage toilet components, such as the heating element, temperature sensor and ash pan, if it is not evaporated immediately. If a bag containing urine is not dropped down, after a while, approximately after 20 minutes, it will begin to drip urine onto the components and damage them, especially over time. The liquid may also end up in completely wrong places and on electronic components – liquid and electronics are not a good combination.

2. The incineration programme is not started after every visit

The incineration programme must be started every time after the bag has been dropped, even if an incineration programme is already running. If the bag is dropped but the incineration programme is not started, the urine will corrode the ash pan.

When the toilet is used incorrectly in the ways described in points 1 and 2, urine also ends up in the insulation, causing the insulation to turn green, which is easy to detect during inspection.

3. The ash pan is not emptied in time / after 50 uses, the default setting, when the empty ash reminder appears

The ash must be emptied immediately or shortly after the appliance reminds you to empty it.

Ash always builds up as far as the temperature sensor and heating element. These parts will be damaged when incineration takes place closer to the components than intended. In the worst case, ash and waste may end up in the catalyst, which causes the catalyst to become blocked.

During inspection, this can be identified if parts have burnt-on ash or if the catalyst is badly blocked with ash.

Long-term storage

Have you returned to your holiday home and found that your toilet does not work?

IMPORTANT! The toilet must always be connected to power when it is connected to its ventilation pipe. The fan prevents moisture and cold from entering the toilet.

If the appliance is disconnected from power, it must also be disconnected from its ventilation pipe. The end of the ventilation pipe must be sealed so that moisture cannot enter the toilet space. Read more under “Long-term storage”.

Of course, we will help you get your toilet working again, but in this case the warranty does not cover the repair and the repair costs will be charged to the customer.

Purchase receipt

Our products have a factory warranty. The warranty period of the product can be confirmed with the purchase receipt. The warranty period starts from the date of purchase.

If you do not have the purchase receipt, we will of course still help you with your fault report and your problem, and make sure that your product works satisfactorily. However, we must handle the service as a repair outside the warranty, where the costs are charged to you. You can always send a photo of the receipt later, and we will take this into account.

If you are not sure which model you have, we have a library containing all old and new toilets, as well as an explanation of how to find the product label on your product, where the product number and possible serial number can be found.

Are you unsure what the factory warranty covers and how long the warranty period is? Read the warranty information and terms

Fault report/repair

We are very sorry that you are experiencing problems with our product. We are constantly working to minimise faults and try to prevent possible problems.

Regardless of whether your warranty is still valid or not, we will help you resolve faults with your product.

We have recently updated our fault report form, so you can now use the same form regardless of whether the issue concerns a warranty fault or a repair outside the warranty.

You must select whether your warranty is still valid or not.

1. If you select warranty, Separett will process and assess the case and send a service request to the service partner, whom you can then contact to book a suitable time. If you select no warranty, an email will automatically be sent to the service partner you have chosen, and they will contact you to arrange a suitable service time and provide a cost estimate based on the information you have provided.
2. Repairs outside the warranty always have a starting fee of 800 SEK, including VAT.
3. If the service costs will differ significantly from the cost estimate, the service technician will contact you and ask for approval for the service measures.
4. Separett provides a 6-month warranty on parts replaced during service.

If there is nothing wrong with the toilet and you only want to have seasonal maintenance carried out, we ask you to contact the service location directly to arrange a service time.

Service locations

Separett recommends that Separett incinerating toilets are serviced only by Separett-authorised service locations. Separett service partners and selected Caverion locations have received training in servicing our incinerating toilets. Choose the service location and delivery method that suit you best.

The costs for freight and on-site service vary from case to case. It is possible to deliver the toilet to a service location.

If you choose on-site service, you will receive a cost estimate for the service costs.

NOTE! This service is subject to an additional fee and is decided by the service location on a case-by-case basis. Ask the service location directly for a price estimate and availability.

The service locations offer different delivery methods for submitting appliances for service:

• Drop off the toilet for service – the customer independently takes the toilet to the service location for servicing.
• Freight to the service location – Separett orders transport for your appliance on your behalf, and the transport company agrees on the collection/delivery details. The appliance should be packed for transport, for example with cardboard. You can also ask Separett about suitable packaging material for an incinerating toilet.
  - NOTE! Freight is an additional paid service for seasonal maintenance and repairs outside the warranty. The freight cost varies depending on location.
  - NOTE! The service can be ordered at all Caverion service locations. Other service partners: ask the service location directly about availability and a price estimate.
• On-site service – service partners also offer on-site service where possible, for an additional fee. Ask the service location about availability and a price estimate.
  - NOTE! On-site service is not possible for warranty repairs.
  - NOTE! The service is subject to an additional fee and is decided by the service location on a case-by-case basis. Ask the service location directly for a price estimate and availability.

The service location map shows which delivery options are available for each service location.

What should be considered when submitting a toilet for service?

NOTE! THE TOILET MUST BE SUBMITTED FOR SERVICE CLEANED AND WITH THE ASH EMPTIED. A CLEANING FEE OF 1000 SEK WILL BE CHARGED IF AN UNCLEANED TOILET IS SUBMITTED FOR SERVICE.

Accessories, such as incineration bags, can be purchased from service partners. Ask the service location directly about availability and price. Separett’s webshop is also available to you 24/7.

Do you still have any questions? Please contact us or our service partners!

At Separett, we want to serve you in a way that makes owning a toilet as worry-free and easy as possible.