Customer support for products and services

You can consult the two pages dedicated to our contractual information:

• Pre-contractual information 
• General contract conditions 
  

No. If the product you purchased requires an inspection and/or installation by one of our technicians, the cost of the service is always included in the price of your purchase.

Normally installing a boiler takes no more than approximately 4 hours. If more complex work is necessary, the technician in charge will give you an estimate of the times and any additional costs.
 

For more information visit the dedicated page.

It is expected, on the day of installation of the new boiler, the technician in charge will carry out the dismantling and collection of the old system completely free of charge.
 

For more information visit the dedicated page.

After finalizing the purchase, a specialized technician will contact you to directly agree with him on the day and time of the appointment. Both the inspection and installation services are included in the price of the product purchased.

If you have a promotional code you can communicate it to the sales consultant when creating the order.

Yes, the person responsible for the boiler is the person who uses the heating system, therefore the owner or tenant of the home, who is also required to bear the maintenance costs.

For more information visit dedicated page.

The boilers can be installed inside the building or outside 'external. It depends on how the system was set up during the construction of the property itself or during its renovation.

Outdoor boilers must have precise characteristics because they work in a low temperature environment and can be exposed to bad weather.

For more information visit the dedicated page.

To obtain advice on choosing the product to purchase, fill in the information request form you find on the pages dedicated to our products and services with your details.

Enel Energia carries out, following the customer's purchase of new electrical and electronic equipment (AEE) intended for a household, free collection of used equipment of an equivalent type*.

For "equivalent" the recalled equipment is intended to have the same functionality as the product purchased (e.g. if I purchase a new washing machine, a used washing machine is returnable). If you have purchased on our site you can request the free collection service of your equivalent WEEE. To use the service it is necessary, during the purchase process of the new product, to explicitly request free collection.

The WEEE collection service is free in all Italian provinces and can take place at the same time as or after the delivery of the new product.

For further information, click on WEEE information.
 

_{^{*Legislative Decree 49/2014, management of waste electrical and electronic equipment WEEE}}

To change your payment method, call our toll-free number 800.900.860 and select button 4.

You can find and download all the invoices relating to your orders in your Customer Area and App.

Upon completion of the order, the relevant invoice will be sent to you, in digital format, to the email address you provided.

To do this:

• choose the product for which the application of incentives and/or deductions is foreseen and declare to the sales consultant your desire to use them, during the order entry phase and before finalizing the purchase;
• purchase the product following the payment methods indicated to obtain the incentive. In case of payment by bank transfer, it is necessary to make the "speaking" or "subsidized", according to the methods indicated by your bank, under penalty of being unable to access the deductions.
  

To be able to access the tax deductions you need to make the "speaking" bank transfer or "facilitated", so called because it allows you to take advantage of the deductions provided by law in cases of building renovation and energy saving. 

We will send you via e-mail, within 72 hours of creating the order on our systems, the information necessary to make the transfer.

For products that provide the possibility of accessing tax deductions or incentives, we provide complete assistance for the administrative procedures necessary to obtain them.

You can request the repair intervention only after having taken advantage of the ordinary maintenance intervention. The number of repairs you are entitled to varies depending on the type of service purchased.

The ordinary maintenance of the boiler, carried out by our appointed technicians, is aimed at issuing the blue sticker. The cost of this tax, however, is not included in the price of the services we offer, as it varies depending on the province you belong to.

If necessary, you can request the sticker directly from our technician, who will purchase it for you.

For more information visit the dedicated page.

These services are limited to the specific address indicated in the contract under the heading "address where the service will be provided" on the registration form. However, it is possible to purchase a new service and associate it with the address you need assistance with. Check your contract terms for more information.

For further information visit the dedicated page.

All products are covered by a 24-month legal guarantee which covers any defects in product conformity.

We offer optional extended warranty packages, the duration and coverage of which varies depending on the product purchased. The characteristics of the packages can be consulted directly on the page of the product you are interested in.

You can request a refund in the following cases:

• you have exercised your right to change your mind;
• your order has been canceled and you have already paid.

The refund occurs on average within 10-15 days following the request for reconsideration.

To deactivate the Home services call our toll-free number 800.900.860 and select button 4.

To take advantage of the digital services available on the website and on the Enel Energia App, as well as to use all the services of the Enel Group companies, visit dedicated section.