Service and support

How to complain

We want your Foxmark stove to bring you warmth and comfort for many years. And although they are designed to serve you reliably every day, there may be a situation when you need our help. 

In such a case, you can contact your dealer or our service team directly. Together we will find the most suitable solution. 

For the fastest possible processing, please have ready:

  • stove type
  • year of manufacture
  • product serial number (you can find it on the type plate on the back of the stove)
  • a copy of the warranty card or proof of purchase

You can contact us: 

  • by e-mail to reklamace@foxmark.eu
  • by phone at 412 510 101
  • by post to Hašlerova 2247, 407 47 Varnsdorf
  • or via the form below 

 

Next step

A more detailed description of the defect and a copy of the warranty card or proof of purchase will help us process your claim faster. 

If these documents are not included in your claim, we will ask you to provide them, which may extend the processing time.

After assessing the defect, our service department will decide on the most appropriate method and place of repair. We will always discuss the subsequent procedure with you and together we will find the best solution. 

The relevant provisions of the Civil Code and the Complaints Procedure apply to the replacement of the product or withdrawal from the purchase contract.

Claim form

Attachment - Rating plate:
Attachment - Proof of payment:

How to order a spare part

It's easy, you can order new spare parts in several ways:

Foxmark Customer Service

If you are not sure what the part number is or what type of stove you have, send your orders and questions about spare parts and accessories directly to our colleague from the customer service department. If you are from the Varnsdorf area, you can come to our showroom in person. She will take care of you: Ms. Marcela Bandasová, E-mail: marcela.bandasova@foxmark.eu address Hašlerova 2247, 407 47 Varnsdorf, working hours: 7 am–3 pm (Mon–Fri)

Your dealer 

If it is more convenient for you to entrust the order to the seller from whom you purchased the stove, contact them directly. You can find their contact details here. In order for the stove to serve you well, it is necessary to take care of it. Check it regularly, clean it and if you don't know what to do, contact us at poradna@foxmark.eu. Because where there is a stove, there is a home. Have a nice day. 

The Foxmark Team

 

Pellet stove installation companies

HAAS+SOHN Rukov s.r.o.
Address Hašlerova 2247, 407 46 Varnsdorf
Phone +420 412 510 101
Email
BIOMAC ENERGY s.r.o.
Address Brníčko 1009, 783 91 Uničov 
Phone +420 732 584 751
Email
EKO-TOP Jiří Pančocha
Address Ptylova 22, 688 01, Uherský Brod
Phone +420 774 635 748, +420 602 386 254, +420 572 635 748
Email
ELEKTROMONTÁŽE-HOFMAN s.r.o.
Address Bruntálská 1485/50, 794 01 Krnov
Phone +420 734 247 948
Email
Kamna Krby Topení s.r.o.
Address Cukrovarská 2, 301 00, Plzeň - Doudlevce
Phone +420 605 738 194, +420 734 366 044
Email
KARLOVARSKÉ KOMÍNY - OTK - KV s.r.o.
Address U Hřiště 788/15, 360 17, Karlovy Vary - Stará Role
Phone +420 353 034 003, +420 730 512 001
Email
Krbová kamna Libor Eisenhammer
Address Touchovice 122, 440 01 Louny
Phone +420 602 420 453
Email
krby-lysa s.r.o.
Address Nerudova 513, 289 22 Lysá nad Labem – Litol
Phone +420 607 593 254, +420 775 679 158
Email
LATOP s.r.o.
Address U Čápova dvora 2762, 390 05 Tábor
Phone +420 733 747 944, +420 381 210 416
Email
Lipus Marian
Address Návsí u Jablunkova 1026, 739 92 Návsí
Phone +420 608 569 976
Email
Obchody AZETKO s.r.o.
Address Česká 685/33, 742 21 Kopřivnice
Phone +420 777 638 338, +420 595 170 038
Email
Rekom-Litvínov, s.r.o.
Address S.K.Neumanna 1521, 436 01 Litvínov
Phone +420 702 075 704, +420 602 487 496, +420 776 184 401
Email
Šveňha Libor - topenářské a instalatérské práce
Address Skalka 32, 470 02 Blíževedly
Phone +420 777 866 967
Email
TECHNOKLIMA UH, s.r.o.
Address Hradišťská 95, 686 03 Staré Město u Uher.Hrad.3
Phone +420 602 767 848, +420 572 555 595
Email
Tovomarket s.r.o.
Address Halenkov 475, 756 03 Halenkov
Phone +420 605 294 008
Email
Vávra kamna s.r.o.
Address Oprechtice 58, 739 21 Paskov
Phone +420 777 079 331
Email
VOKOM s.r.o.
Address K Samoobsluze 660, 155 31 Praha 5
Phone +420 605 596 488
Email

Mandatory inspections for fireplace stoves, fireplace inserts and pellet stoves with exchangers

 

Does the mandatory inspection apply to you?

According to the Air Protection Act No. 201/2012 Coll., all heat sources connected to the heating system (central heating) with an input of over 10 kW must be inspected. 

If you heat your home with a fireplace stove, fireplace insert or pellet stove with an exchanger, it is worth checking whether this obligation also applies to your device. The inspection is mandatory once every 3 years and for newly connected stoves it must be carried out before the first ignition.

Who can carry out the inspection?

The inspection can only be carried out by a professionally qualified person (OZO), i.e. a technician who has completed training directly with the manufacturer of the device. 

There is no one universal training for all brands. The technician must be trained specifically for the specific stove manufacturer. The price of the inspection usually ranges from CZK 1,000 to CZK 1,500.

You can find the current list of technicians trained for Foxmark stoves on the website of the Ministry of the Environment here.

Heating without inspection can result in fines

Operating a stove or fireplace insert with an exchanger without a mandatory inspection can result in a fine of up to CZK 20,000 for individuals and up to CZK 50,000 for legal entities. 

In practice, however, it is not just about fines. Confirmation of the inspection can also play an important role in resolving an insurance claim. For example, if damage is caused by an incorrectly connected or unchecked device, the insurance company may refuse to pay out the insurance claim.

Who is the inspection concerned for?

It does not matter whether you use a pellet stove, fireplace insert or boiler. The decisive factor is whether the device: 

  • heats water for the heating system
  • has a power input higher than 10 kW 

If it meets both conditions, an inspection is mandatory. 

This obligation also applies to older heat sources. The inspection must be carried out regularly once every three years.

The power input is decisive

Many people are guided by the stove output or the heat exchanger output stated in the catalog. However, the power input of the device is decisive for assessing the mandatory inspection.

The power consumption of a stove with an exchanger is calculated as the ratio of the nominal output and efficiency

For example, our Visby II fireplace stove with an exchanger has a nominal output according to the technical documentation of 10 kW and an efficiency of 80%.

10/0.80 = 12.5

The stove therefore has a power consumption of 12.5 kW and definitely needs an overhaul.

You can download the current list of all our products that are affected by the revision here: List of products for inspection OZO_10_6_2026

Sometimes yes without revision. Never without professional installation!

In order for the stove to function safely, economically and with maximum efficiency, it must always be professionally installed. Incorrect installation can lead to loss of warranty, lower efficiency, higher emissions or damage to the device itself. 

The stove is the heart of the home. To ensure that it serves you reliably for many years, it pays to entrust its installation to the hands of experts.

We will be happy to help you 

Are you not sure whether the inspection applies to your stove? Are you looking for an experienced heating engineer or do you need advice on technical details?

Write to us at info@foxmark.eu or at poradna@foxmark.eu or contact one of one of our partners.
 

We will be happy to advise you and help you find the right solution.

Downloads

seznam-v-robk-fm-pro-kontrolu-ozo-10-6-2026-t5i6ibbifi.pdf
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