Returns Policy
30 Day Money Back Guarantee – For Unwanted & Unused Items
If you have changed your mind about any item you have ordered, or ordered an incorrect item and you wish to return it, you can do so provided you inform us of your decision within 14 days of receipt of your goods. The item(s) must not be used, and must remain in an ‘as new’ and unopened condition when returned to us. Any security seals must be intact and unbroken.
A restocking charge of up to 50% may be applied to items that do not meet the requirements above (unless goods returned are faulty, where no restocking charge will apply).
Return of goods will be at your own expense, ensuring goods arrive to us, in an unopened, unmarked and resell-able condition.
Goods that have been written on, defaced, or with security seals open will be rejected by our returns department.
We do not accept unwanted returns outside of this period.
Please note: we cannot accept returned New products with open, damaged or defaced packaging or with parts or accessories missing.
Damage Upon Arrival
We ask that all deliveries are inspected upon receipt for damage or defects, please report any damage to us within 3 working days, but we advise you check your goods as soon as possible to avoid delays
If items are visibly damaged on receipt, it’s best to sign the carrier’s delivery note accordingly, or refuse delivery entirely to enforce an immediate return.
If it is discovered that goods are damaged after opening, please do not attempt installation or use and contact us immediately.
We will aim to replace the item(s) as swiftly as possible, using our own carriers. If you wish to use your own method for return/replacement you must notify us before doing so to gain authorisation.
Incorrectly Supplied Items
Upon receipt of your order you should immediately check the description on the packaging and paperwork matches what you have ordered. If you suspect the goods received to be incorrect or not matching your order or paperwork, please contact us within 7 working days of receipt.
We insist no packaging on any heating appliance is opened, or goods removed from packaging until a qualified plumber or heating engineer has confirmed suitability, accuracy and specification is correct for installation. This measure ensures if for any reason you need to return an appliance or product, you are ensuring the goods are coming back in an unused and suitable condition.
Installation should only take place once a qualified heating engineer is satisfied that the appliance is correct, fit for purpose and undamaged.
Faulty Goods
Please retain all packaging from your consignment during and after your installation. If for any reason goods maybe faulty or need to be returned, we must receive goods back with all original packaging, contents & accessories in good condition with due care made to package to a standard in which the goods were received.
Upon receipt, products will be inspected and tested to determine a fault. If no fault is found, goods will be returned at further cost of shipping to the customer.
Items which are deemed faulty will have a replacement or refund offered.
Faulty Appliances
For faulty appliances, eg Boilers, Cylinders or Fires – Faults will need to be reported directly to the manufacturer as warranty replacement or repair starts with the manufacturer once the appliance is installed.
In the rare instance of issues with appliance faults, and difficulty with a manufacturer, we will duly assist where necessary to help resolve any issues.
Restocking Fees
A restocking charge of up to 50% may be applied to items that do not meet the requirements above (unless goods returned are faulty, where no restocking charge will apply).
Special Order Items
Orders placed for goods made to customers specifications or clearly personalised or non-stocked goods specifically ordered at the customer’s request (“Special Order Goods”) cannot be cancelled. We will contact you to let you know whether your order contains any such items.
RETURNS ADDRESS
If you do need to return your order, please enclose a copy of your invoice with your order number and send the item back to our address at:
Unit 2 - Guide Business Park (Returns)
Blackburn
Lancashire
BB1 2QH
United Kingdom
Please note that this is a returns address only – items are stored and dispatched from various locations. For items which have come from a local depot/branch, returns are accepted back to the depot/branch that originally delivered the items, with prior arrangement, please contact us if you wish to return to a local depot in person.
