Frequently asked questions

Any heating, air conditioning, electrical or merchant business with an active VAT number. Engineering consultancies and property developers are accepted. The account is free, with no commitment.

Your company name, your VAT number, your activity, an address and a contact person. Allow two minutes. No documents to send at the start; if the application raises a question, we ask for a company register extract (BCE/KBO in Belgium) or a certificate.

Usually less than 24 working hours. We check the VAT number and the activity by hand. If something is missing, we call you before deciding.

Reply to the email you received or call us. Most often, the VAT number is not active or the activity does not match the trades we serve. With a supporting document, we review the application again the same day.

Yes. One account corresponds to one email address. For a second buyer, register again with the same VAT number: we link that account to your company, on the same terms.

No. New Energy Lab sells to professionals only. A private individual is referred to an installer in our network: the "Where to buy" page lets them describe their project.

The password is changed from "Forgotten your password?" on the login page. For an address, a company name or a VAT number, write to us: these details appear on your invoices, and we update them the same day.

It is the manufacturer's public price excl. VAT, as it appears in its current price list. Everyone can see it, without an account. Your discounts are applied to this price.

Open a trade account. As soon as it is approved, your discounted net price is shown below the list price, on every product page and every variant, and in your purchase order.

When the account is approved, based on your activity and your purchase volumes. It applies by brand to the whole catalogue and changes with your actual purchases.

No. Only the list price is public. Your net price only appears in your logged-in session, and we never disclose one customer's terms to another.

The price for this reference has not been entered yet. Request it from the product page: you receive the list price and your net price within 24 working hours.

List prices follow the manufacturers' price lists, which are usually revised once or twice a year. The price that counts is the one on our order confirmation. If a price changes between your purchase order and the confirmation, we tell you before confirming.

All prices exclude VAT. In Belgium, VAT at 21% is added on the invoice. For a company established in another European Union country with a valid VAT number, we invoice without Belgian VAT: it is an exempt intra-Community supply (Article 39bis of the Belgian VAT Code).

Yes. Send the list of references and the quantities through the contact form or by email. We reply with a dated quote and a lead time, usually within 24 working hours.

Once logged in to your account, add the references to the purchase order from the product pages, choosing the version and the quantity. Send it: the purchase order goes to you and to us by email. We confirm availability and lead times, usually the same day.

No. You can order a single part. Free delivery in Belgium starts from €2,050 excl. VAT per order.

No online payment. First orders are paid by bank transfer before dispatch. After that, depending on volume and history, 30-day terms can be opened.

On our written confirmation. The purchase order sent from the site is a request: it binds us, and binds you, only once it is confirmed.

Until we have confirmed, yes, at no cost: reply to the acknowledgement email. After confirmation, a cancellation triggers the compensation set out in the terms and conditions, especially if the appliance has already been ordered from the manufacturer.

Yes, for the brands we distribute. Send the manufacturer code through the contact form: we quote it and add the product page if needed.

In your account area, under "My orders": received, confirmed, being prepared, dispatched, invoiced. Every status change is also sent to you by email.

Electronically. Between Belgian businesses, the structured invoice goes through the Peppol network, mandatory since 1 January 2026; customers in other countries receive it by email. Enter your job reference in the purchase order: we repeat it on the confirmation and on the invoice.

48 to 72 hours from Belgian stock, 3 to 10 working days in neighbouring countries, 3 to 5 weeks for references ordered from the manufacturer. The actual lead time is confirmed in the order acknowledgement.

It is free in Belgium from €2,050 excl. VAT per order. Below that, and for other countries, the actual transport costs are stated in the confirmation, before dispatch. You can then top up the order or choose collection.

Yes, to the address given on the purchase order, by carrier with tail lift. State any access constraints and delivery hours in the notes.

Yes: France, the Netherlands, Luxembourg and Germany, in 3 to 10 working days depending on destination and stock. The charges are quoted in the order confirmation.

Yes, in Hélécine, by appointment, Monday to Friday. Bring a suitable vehicle: a stove weighs 90 to 250 kg on a pallet. We load with you.

Note precise reservations on the delivery note, in the presence of the carrier, and send us photos within 48 hours. Without written reservations, no claim can be opened with the carrier.

With our prior written agreement, within 14 days of delivery, for a new item, not installed, in its original packaging. Return and restocking costs are at your expense. Items ordered specifically are not taken back.

From an installer in our network. On the "Where to buy" page, choose your province or describe your project: we pass it on to an installer who works near you.

Send your application from the "Become a dealer" page. We call you to talk about your business and your area, then we open your trade account and, with your agreement, add your company to the "Where to buy" page.

With an approved trade account and your written agreement to publish its name, town and contact details. You choose the brands and services shown, and you can remove the listing at any time.

Yes, to the dealers in our network who work in the project's area, with the private individual's consent.

Every value comes from the manufacturer's official price list or data sheet. We never fill a missing value with an estimate: the field stays empty.

From the "After-sales and warranty" page, with the brand, the model, the serial number and the commissioning date. A technician calls you back, usually within 24 working hours.

Yes. New Energy Lab is an authorised Girolami Service Center for Belgium: fault diagnosis, genuine parts and warranty claims go through us. Give us the model and the serial number from the after-sales page.

We handle Edilkamin, EK63 and Kaisai warranty claims with the manufacturer, on each one's terms: you do not have to contact the factory. Use the after-sales page with the model and the serial number.

Yes. Common consumables are in stock: gaskets, igniters, sensors, fans. Specific parts are ordered from the manufacturer, usually within 48 to 72 h. Make the request from the "Spare parts" page.

Data sheet, manual and declaration of conformity can be downloaded from each product page. If one is missing, ask for it: we send it by email.

Yes, Monday to Friday from 8 am to 5 pm: sizing, flue gas evacuation, hydraulics, multi-split configuration, commissioning, error codes. You talk to a technician.

Yes. The manufacturers' images and data sheets can be used in your quotes and in your own materials, in line with the brands' guidelines.

The 2026/2027 Kaisai catalogue is entered from the manufacturer's official data; prices and images follow series by series. In the meantime, request the price from the product page: the reply arrives within 24 working hours.