REFUND AND RETURNS POLICY

Cancellation
Returns
Products which cannot be returned or exchanged
Fees
Damages and Issues
Exchanges
Refunds
Late or Missing Refunds
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Cancellation

If you wish to cancel your order;

Prior to dispatch of your item(s), please notify us immediately by completing our Contact Us form. Please select the option “Cancellation of Order” and include your order number in the body text.
After delivery of your goods; please follow the returns process below.

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as that of which you received it. Under the Distance Selling Regulations, your product must be complete and in ‘as new’ condition. If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. The product must not have been used and/or installed. The product should be returned with the original box and packaging, along with any accessories you received with it.

To start a return, please complete our Returns Form.

We aim to respond within 48 hours on having received your return request.

What happens next?

After your return request has been received and processed. We will provide you with the address relevant to handling your particular return.
Once the items have been received and inspected we will provide you with confirmation and your refund information (where applicable, see refunds below).

We would recommend using a reputable and tracked service to ensure safe receipt of goods. As we will accept no responsibility for returned goods lost or damaged in transit.

Items returned to us without adhering to this process will not be accepted and returned back to you.

Note; Shipping costs are non-refundable.

Products which cannot be returned, exchanged or refunded

A faulty product, where the fault was brought to your attention prior to purchase.
Non-faulty unsealed electronic goods.
Non-faulty gas valves.
Any spare parts where the seal is broken or tampered with (such as PCB’s, Electronic goods, Fans).
Unfortunately, we cannot accept returns on “Warehouse Clearance” items.

These provisions do not affect your statutory rights.

Fees

The Customer is responsible for the costs of any damage or devaluation of the goods. In addition, the Customer will be charged an administration restocking fee of 20% for returns where neither the Company nor the Manufacturer are at fault. These fees will be deducted from the applicable refund where due, within 30 days, and applied to the originating payment method used when purchasing the goods.

The cost of the originating carriage charged, is non-refundable, unless the Company or the Manufacturer are deemed to be at fault.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item, so that we may evaluate the issue and make it right.

Faulty returned parts will be sent to the manufacturer and tested. If the part is deemed faulty by the Manufacturer, the Company will refund 100% of the original value of the part to the Customer inclusive of delivery charges.

Exchanges

We only replace items if they are defective or damaged. The fastest way to ensure you get what you want, is to make a separate purchase for the new item. Please follow the “Returns” procedure above in returning the unwanted item purchased.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will be automatically be applied to your credit card or original payment method within 10 business days.

Late or Missing Refunds

If you haven’t received your refund yet, first check your bank again.

Then contact your credit card company, it may take some time for your bank or Credit Card Company to process and post the refund.

Next contact your bank. There is often some processing time before your refund is posted.

If you have done all of the above, then please contact us.

Note; All products fitted to any Gas Appliance within the United Kingdom should be fitted by a competent person who is a member of an organisation that monitors the safe working of Gas Installers. E.g. the engineer should be on the Gas Safe Register. We may ask you to provide us with the installer’s Gas Safe number (England & Wales) or the equivalent (Scotland, N Ireland), failure to do this may result in no refund being given.