Frequently Asked Questions

Our partner businesses undergo training; we regularly share new insights with them (both positive and negative), and they have extensive experience in installing our products. They are able to provide expert advice, design technical solutions, carry out professional installation, and offer warranty and post-warranty service.

This does not, of course, mean that your own tradesperson cannot carry out the installation. Provided they have the necessary experience, the quality of the work carried out will certainly be of a professional standard. Unfortunately, our statistics show that the vast majority of complaints stem from avoidable mistakes caused precisely by a lack of experience.

Yes, there is parking available at all our showrooms. Parking facilities may vary depending on the specific location, but we always endeavour to ensure convenient access for visitors.

Yes, our specialists will be happy to advise you on choosing the right heating solution right here in the showroom, and for simpler applications – such as underfloor heating in the bathroom – they’ll help you design it straight away. However, heating designs for entire flats and houses do require more time, so a technician will go through everything with you and then send the design to your email address. For a more detailed consultation, we recommend bringing the project documentation with you and, if necessary, arranging an appointment in advance.

Of course, at the showroom at the company’s headquarters in Jeseník, you can pay by credit card or in cash. However, payment options may vary at partner showrooms.

If you use one of our recommended partners, you won’t have to organise the installation yourself. The partner company will either carry it out for you or arrange for it to be done by verified specialists in line with your requirements.

Yes, the recommended businesses stock the full FENIX range, both for end customers and for other businesses. This means you can conveniently source your products and have them installed all in one place.

Our recommended installation and service businesses will help you choose the right solution, draw up a proposal and provide a quote, and carry out the work for you. And, should the need arise, they will of course also take care of any after-sales service.

These are trusted businesses with experience of FENIX products and systems, which they have been supplying, installing and servicing for many years. We are familiar with the quality of their work, which is why we recommend them to our customers as our first choice for carrying out projects.

The warranty period for new products is always at least 24 months from the date of handover to the user. For our own products, where we have full control over quality, we offer extended warranty periods:

• ECOSUN radiant panels for heating residential buildings: 5 years
• ECOFILM heating films for underfloor and ceiling heating: 10 years
• ECOFLOOR heating cables in a rigid construction (underfloor heating, pavement and path heating): 10 years
• ECOFLOOR heating cables for underfloor heating in residential buildings: lifetime warranty

Apart from the usual conditions (compliance with installation instructions, warranty certificate, proof of purchase), no special requirements are necessary for extended warranties. The exception is the lifetime warranty for ECOFLOOR systems, which is subject to registration of the completed installation. The exact wording of the warranty terms is set out in the Complaints Procedure.

The FENIX Group is a manufacturing and trading group whose members include both manufacturing businesses and purely trading businesses. We manufacture our most important products – namely ECOFLOOR heating cables, ECOSUN radiant panels and ECOFILM heating films – ourselves. We then source some of our goods from our suppliers. Our core manufacturing takes place in the Czech Republic (in Jeseník), whilst selected product ranges are also manufactured at our companies’ plants in the EU and the UK.

Complaints must always be made to the retailer at the point of purchase. If the product is delivered and installed by a business, the complaint should be made at your home. You simply need to notify the businesses of the fault and they will take steps to rectify it within the statutory time limit. However, if you purchase the product from a high-street shop, the place to make a complaint is the shop itself. You are responsible for dismantling the product and sending it to the retailer for the complaint procedure.

You can also make a complaint about a product purchased from another retailer directly with us, as FENIX bears responsibility for the product itself. However, it is important to note a circumstance relating to purchases made via online shops as a consumer (this does not apply to purchases made using a company registration number). The Civil Code grants the buyer the right, in the case of valid complaints, to claim reimbursement of costs associated with resolving the complaint (e.g. the cost of returning the goods to the retailer). This entitlement arises from the legal relationship (the contract of sale) between the buyer and the seller. If the buyer lodges a complaint directly with us regarding a product purchased from another seller, they are not entitled to reimbursement of the associated costs, as the contract of sale was not concluded with FENIX.

Detailed information (standard timeframes, the claims handling procedure, etc.) is set out in the complaints procedure; if you have any queries, please contact our sales department.

Of course, the FENIX online shop is aimed at all types of customers.

Energy labelling is governed by European regulations for the relevant product type; however, these regulations do not (yet) apply to our products. The purpose of ‘labelling’ is to encourage manufacturers to improve the efficiency of their appliances. Electric direct-heating appliances (heating cables, heating films, convectors) operate on the principle of the so-called Joule effect, the efficiency of which is practically 100 per cent and therefore cannot be further increased (improved).

Unfortunately, in an effort to control and regulate everything, we are seeing attempts by the European Commission to apply labelling to direct electric heaters as well. In reality, this would mean classifying them immediately as Class A, which would render their inclusion in such a rating system entirely pointless. We are therefore anxiously awaiting to see whether and how the rules for our products will be set so that they ‘fit’ into this framework…

For a comprehensive professional design, it is best to contact one of our authorised partners, who will also arrange for professional installations. However, if necessary, you can of course also contact our technical support team at podpora@fenixgroup.cz, and our staff will draw up a design for you. We provide this design free of charge; it does not constitute project documentation and is limited by the scope of the information provided to us by the client. The proposals are, of course, based on our many years of experience and expertise; however, as we are unable to visit the installation sites, we have no way of verifying whether the information provided by the client is complete and accurate.

Underfloor heating mats and cables heat the floor, which then radiates a pleasant warmth throughout the room. Ceiling heating films operate on the principle of radiation from a large surface area above – the air does not overheat and the heat distribution is very even. Radiant panels are standalone electric heating units that radiate heat into the room in a similar way to the sun. Apart from their location and method of installation, the main differences lie in the proportion of radiant and convective heat, the temperature distribution within the room, and the rate at which the room warms up. We explore this topic in more detail on our blog.

The product warranty is conditional, first and foremost, on compliance with the installation regulations and assembly instructions; certain tasks (e.g. connecting the heating system to the mains supply, confirming the warranty certificate) must be carried out exclusively by a qualified professional (electrician). From a warranty perspective, it is not who carries out the installations themselves that matters, but whether they have been carried out correctly.

However, experience is a crucial prerequisite for correct installations, as it is simply not possible to include everything in the instructions. The decision to carry out the installations yourself therefore needs to be considered very carefully

The quickest way is to contact the export department of our trading company, FENIX Trading (Export Sales), where you will also find contact details and email addresses. The FENIX Group also has several subsidiaries abroad – in Slovakia, the UK, France, Spain, Germany, Poland and Serbia. The local teams there will advise you on who to contact in the relevant country.

As a manufacturer of electric heating systems, FENIX does not carry out installations itself. However, we can arrange for the installations to be carried out by our authorised partners and trusted installation businesses. We would be happy to recommend the most suitable business in your region.

You can purchase FENIX products from authorised dealers and installation businesses (including authorised partners). You can easily find them on our website. Here, you can select the type of service you’re interested in and then the region where you’re looking for that service. However, if you’re considering a DIY installation, you can buy our products online directly from the FENIX Group e-shop.

You are welcome to visit the showroom during opening hours without a prior appointment. However, if you wish to discuss a specific project or require expert advice, we recommend that you book an appointment in advance so that we can give you our full attention without any waiting time.

Yes, you can view and try out selected products in real-life settings at our showrooms. This will give you a better idea of their functionality, design and comfort in use.

Yes, you can purchase selected products in the showroom or collect goods you have ordered in advance. We recommend checking the availability of a specific product beforehand.

Electric radiant heating is the ideal solution, particularly for low-energy and passive houses. It offers cost savings, flexibility, quick installation and comfort. Why is it particularly suitable for new-builds?

• It stands out for having the lowest installation and maintenance costs, which is particularly important in new-builds with minimal heating requirements
• It is highly efficient and has zero distribution losses (heat transfer from the source to the rooms), so you’ll save money when running the heating system,
• You can easily and precisely control the temperature, so you always feel comfortable,
• Each room is controlled independently, so the heating system reacts immediately to external heat sources such as sunlight, household appliances or even a larger number of people
• you can easily position the radiant heat source wherever you need it – from the floor to the wall to the ceiling. It can even be completely concealed, so it won’t detract from the room’s aesthetic appeal,
• it is compatible with renewable energy sources

A significant advantage, particularly in commercial premises or rental accommodation, is the ease of monitoring running costs based on electricity meter readings. In such cases, users also tend to be considerably more energy-conscious than with a system using a central heat source (boiler). Owners of properties with irregular heating needs, in turn, appreciate the low purchase costs, easy installation and completely maintenance-free operation.

Installing heating mats and films is quick and straightforward. You can lay the heating mats and foils yourself, but the connection to the mains must always be carried out by a qualified electrician. With radiant panels, all you need to do is mount them on the wall or ceiling and plug them into a socket or connect them to the electrical wiring. Do-it-yourself installation saves on some of the purchase costs, but we still recommend using a professional installation service – this ensures the heating system works correctly, has a long service life and often comes with a longer warranty.

The choice depends not only on the heating system, but also on the type of installation and the level of comfort you expect. For underfloor heating, for example, you need a thermostat with a floor sensor to ensure the floor is at the optimum temperature. For radiant panels installed in industrial applications, on the other hand, room-based regulation systems with enhanced durability are used. And more modern types of regulation, such as smart Wi-Fi thermostats with remote control, help to optimise energy consumption and reduce costs.

Yes, when installed and connected correctly, all our heating systems are completely safe. The radiant panels are designed to prevent the risk of burns. Furthermore, radiant heating does not stir up dust, which significantly improves the environment for allergy sufferers. The systems produce no combustion gases or odours and do not dry out the air. The electrical components are protected against moisture and overheating.

Yes. Both heating mats and heating film systems are suitable for both new builds and renovations. They are very thin, so it is usually not necessary to raise the floor level. They can be installed under tiles, carpets, vinyl, laminate and wooden floors. You can read more about when to use heating mats and heating cables and when to use heating films on our blog.

Electric radiant heating is highly efficient because, unlike other types of heating, it does not heat the air but directly heats people and objects in the room. This results in minimal heat loss, and thanks to precise regulation, you can easily achieve favourable running costs. However, costs are significantly influenced by the building’s insulation and how it is used. In modern low-energy houses in particular, electric heating is very economical to run thanks to low heat demand and excellent controllability. And unlike hot-water heating, there is no need for maintenance of the heat source, inspections or related servicing. For further information, we recommend taking a look at our reference projects.