Complaints and returns

When something goes wrong, a quick solution is required...

We know how frustrating it is when something does not work as intended – which is why we endeavour to resolve all complaints as quickly as possible. The quickest way is to fill in a complaint form and mail it to us – we will get back to you as soon as possible.

You will find the complaint forms here on the website.

We can only deal with complaints from professional installers. If you are a private customer, please contact your local installer.

Do not start processing a complaint (deinstallation and/or replacement) without filing a complaint or otherwise contacting us, because if the product is no longer in your possession, or is damaged or similar, this may affect our ability to help you afterwards.

Heater production date

To determine the production date of a heater, examine the following field on the data plate:

F.år. The four letters refer to the production year and week based on the following table.

Here is an example of the production date field on the heater’s data plate.

B G B B = 1611. The heater was manufactured in year 16, week 11

See an example of how to find the ­right field on the rating plate.











Fx B G B B = 1611. Production date is year 16 - week 11

How to file a complaint

Follow these steps if you or your customer experience a fault or defect in a METRO THERM product that, in your opinion, warrants a complaint:

  1. Fill in the form below, possibly in conjunction with the customer, and send it to us so we have all information we need to open the case. Please be aware that in case of mandatory information missing, we reserve the right to reject the complaint.
  2. You will then receive a METRO case no., and we will agree on what has to be done and at what price.
  3. Returns need to be labelled with the allocated METRO case no.
  4. If the product is not labelled with a case number, it will be returned.
  5. The METRO case no. must be quoted on the bill you send to METRO THERM.


Rundinsvej 55
DK-3200 Helsinge

Phone: (+45) 48 77 00 00
E-mail: [email protected]

CVR-nr : 20567112


Copyright © 2019 METRO THERM A/S. All rights reserved.