Electric Home Heating - Our Expertise to help you.
Terms and Conditions
Warranty
Goods sold by Heater Supplies are covered by Manufacturers warranties as follows:-
- Thermapanel Radiators have a 10 year manufacturers warranty
- Other goods have a 12 month return to base warranty
Delivery
We offer a standard delivery service to all UK mainland destinations. (Mon – Fri 9am – 5pm) using our own dedicated courier service.
We reserve the right to not deliver to certain areas due to the size and delicate nature of some of our goods.
Standard delivery is normally within 3-5 working days but during peak periods please allow up to 28 working days. Express delivery can be arranged at extra cost.
When your order is placed, you will be informed of the approximate scheduled delivery date.
EXPRESS DELIVERY (24/48HRS) or SATURDAY delivery can be arranged on request at an EXTRA COST.
Please note, for security reasons, on certain deliveries we may ask for a manual verification swipe of your credit card.
Our courier company is not insured to enter your house/premises and will therefore require your help in handling any order in excess of 20kgs.
Our couriers will only deliver to the ground floor of any premises.
If there is no one at the delivery address to receive the goods on the specified delivery date and time there will be an additional charge to cover re-delivery.
The customer who ordered the goods must sign for all goods on delivery, unless by prior agreement.
If any goods are found to be damaged or mishandled, they cannot be exchanged or credited if any accessories (including inner packaging) are missing
Heater Supplies shall not be held liable for any losses, cost, damages, charges or expenses caused as a result of late delivery.
Please note if any of the items arrives DAMAGED/INCOMPLETE please sign the delivery sheet stating damaged or incomplete or if you wish just refuse the delivery and contact us straight away.
Customers are responsible for checking the delivery for any physical damages before signing the delivery sheet. Heater Supplies cannot be held liable for damage noticed after signing the delivery as Ok.
Heater Supplies will not be held responsible for any damaged item reported 48 hours after you have signed for it.
Warranty Claims, Damaged Goods, Incomplete Orders and Returns
The Customer is responsible for the following when returning goods to Heater Supplies :-
- Transportation of returned goods from the customers premises to Heater Supplies and subsequent transportation of replacement goods back to the customer
- Production of the original receipt or proof of purchase from Heater Supplies
Any goods returned (after 7 days of invoice date) that were purchased in error and have not been opened will be subject to handling and re-stocking charges of 20% of the original goods value.
Any goods returned under warranty and tested not faulty will be subject to a handling charge of 20% of the original good value before return shipping. This charge will be debited from your credit card account.
Distance Selling Regulations
In accordance with the Distance Selling Regulations, as these goods are custom made to measure an order cannot be cancelled. This does not affect your statutory rights.
We have the right to refuse the supply of any goods which will be at The Company's discretion.
Measurements
It is the customer's responsibility to ensure that the measurements supplied are correct. Please follow the measuring instructions provided. If you need further advice please contact us.
We cannot accept returns for goods that have been made using the incorrect measurements. In some situations we maybe able to rectify the situation but any cost incurred in doing so will be borne by the customer.
Cancellation of Orders
Cancellation of orders will result in a 100% refund if work has not started on the made to order radiators or other bespoke products. After that only the value of the order less costs incurred up to that point can be refunded. Made-To-Measure products are by their nature unlikely to be able to be resold and therefore we are unable to give a full refund.
Returns and Refunds
All our products are made to order and as a result not subject to the Distance Selling Regulations. Returns and refunds will only be accepted where we have failed to make goods to your specification or they are faulty. Where incorrect measurements were provided we cannot give refunds. In all cases we will try to work with you to try and achieve a satisfactory solution to the problem.
In situations where goods fail to match the specification provided by yourselves you must contact us within 7 days of receipt of goods. On return of the goods we will inspect them. Where faulty or incorrect we will repair or alter the goods or if this is not possible a full refund will be given.
Refunds will not be processed until after goods are returned and have been inspected. The cost of returning goods will be reimbursed once it has been agreed that the fault lies with us.
Returns
Goods being returned must be packaged in the original packaging; we are not responsible for damage to goods due to poor packaging.
Statutory Rights
None of the above effects your statutory rights under the Consumer Protection (Distance Selling) Regulations 2000 with the exception of the supply of personalised or bespoke goods.
Online Shopping
You can order products displayed on this website subject to the following terms and conditions.
Orders can be cancelled by contacting Heater Supplies with details of the order A cancellation charge will be levied on orders that have been accepted, dispatched and subsequently cancelled by the customer. Heater Supplies have the right to refuse or cancel any orders for the following reasons:-
- typographical errors on the Heater Supplies Website
- errors in pricing information given to us by either a manufacturer or supplier
Payment
Payment is accepted from the following credit cards with a 2.5% surcharge:-
- Visa
- MasterCard
Payment is accepted from the following credit cards with a 5% surcharge:-
- American Express
- DIners Card
The following Debit cards are also accepted without surcharge:-
- Switch
- Solo
- Visa/Mastercard debit card
To ensure that shopping is secure, your credit/debit details will be destroyed after placement of order to minimise the possibility of someone being able to read your details as they are telephoned to us.
We will require cardholders full details including name, address and telephone number as registered with the bank.
If incorrect credit card details are given this will cause a delay in processing your order. Your order will only be processed once authorisation of your credit card has been received.
Any goods supplied by Heater Supplies remain the property of Heater Supplies until paid for in full.
We DO NOT accept foreign cards. If we receive any orders the transaction amount will be refunded within 10 working days with an admin charge, we will not be responsible for any loss.
Points to note regarding your delivery
1). You may prefer not to take a day off work to receive your order. If you are out when the courier arrives, they will leave you a card with their contact details. You can then arrange with the local depot to collect or redeliver at a time that suits you.
National carriers will attempt delivery once and if you are not in leave a card with your consignment number and details of the local depot where the goods are held. They will return the following day to attempt redelivery and if nobody is in leave a second card. The goods will then be brought back to the local depot to await collection. Failure to collect within 3 to 7 days, depending on the carrier and the depot, will mean the goods are returned to us. In this case an additional delivery will be scheduled on request and you will be liable for the costs at a rate determined by weight and distance but not exceeding £100. If you prefer not to have the goods redelivered we will refund you less the delivery costs.
2). Please be aware that the delivery we offer you is not undertaken by ourselves but by reputable third party couriers like DHL and TNT. Due to this and the very high volume of goods we ship, we are unable to provide you with a time of delivery or tracking number.
3). Your order may arrive in separate deliveries from different couriers. e.g. Your radiator shipped from one courier and your controller from another.
4). If you ordered a 1.5Kw radiator or larger, please be aware it is classed as a 'two-man lift but the courier will be alone. You will have to arrange for someone to assist the courier in unloading the unit from the truck when it arrives.
5). Upon receipt of your order you will be asked to sign for the goods received in good condition. In the unlikely event of your goods being delivered faulty or damaged, Please send us an e-mail to customerservice@Heatersupplies.co.uk and let us know in writing within 48 hours. If you notify us after 48 hours then we will not be able to process your claim against the couriers. Please keep the packaging for your item in the unlikely event of having to return your purchased goods.
6). Once your goods have arrived, your order will be passed to our accounts department the following day and you can expect an e-mail with your invoice. You may get an email request for your feedback. If you were happy with the service we provided, please take the time to let us know.
Disclaimer
1). Couriers are, as we all know by their very nature not 100% reliable. There a number of factors they may encounter which might result in the delay of your order and this should not be seen as a reflection of our service to you..!!
2). Whilst every effort is made to ensure deliveries arrive on time, this is a target of the courier service, not a guarantee. If for any reason you do not receive your goods on the day you expected, please send us an e-mail to customerservice@heatersupllies.co.uk and let us know in writing. We will pursue the courier on your behalf and attempt to remedy the situation in a suitable manner.
If you have any further questions these can be answered by going to our homepage and choosing the option FAQ. Minimising our call centre traffic enables us to reduce our overheads and pass the savings on to you.
Please note that delivery drivers are not always able to enter restricted access properties. If you have ordered a sizeable item (eg 1.5Kw radiator or above) a large vehicle will attempt delivery. Please inform us first if there may be a problem gaining access. Failure to do say may result in a second, billable delivery with a smaller vehicle.
"Remember if unsure-- Always sign for goods as UNCHECKED"
Privacy Policy:
What information do we collect?
When you place an order we collect your name, e-mail address, mailing address, phone number and credit card information. We may record which products you are interested in and which products you purchase. We also monitor customer traffic patterns and site use, which enables us to improve the service we provide.
Complaints
Our aim is to always provide a high level of customer service, but sometimes mistakes can occur. We will do our utmost to rectify the problem. We take complaints very seriously. If for any reason you wish to complain then please contact us using the contact page. Alternatively write to us at: Heater supplies, 145 St John St, London EC1Y 4PY.
We may change our Terms and Conditions from time to time without prior notice.