1. Reporting Damages:
Damage Upon Delivery: Upon receiving your order, you are responsible for inspecting the goods promptly. Any claims for damage during transit must be reported to us within 48 hours of receipt. Please provide photographic evidence of the damage to both the packaging and the product. Failure to notify us within this timeframe may affect your eligibility for a refund or replacement.
2. Returns and Refunds:
We offer a 14-day return window for unwanted items, unless otherwise specified at purchase. If you wish to return an unused item in its original packaging within this period, we’ll be happy to offer a replacement or a refund of the item’s price (please note that original shipping fees are non-refundable). You will be responsible for the cost of returning the item to us. A restocking fee of 15% of the item’s price, plus any costs we incur, may apply to accepted unwanted returns. To initiate a return, please contact us. Unauthorised returns will be refused and returned to you at your cost. After receiving and inspecting your return, we will process your refund within 7-14 working days to your original payment method.
Cost of Return: Unless the goods are faulty or not as described, you will be responsible for the cost of returning the goods to us. We recommend using a tracked and insured delivery service as proof of postage is not proof of receipt.
Installation & warranty reminders
- The standard warranty is 12 months parts-only (labour costs are not included).
- All equipment must be installed by appropriately qualified professionals (Gas Safe engineers, electricians, plumbers, where applicable).
- A parts-only warranty allows you to use your own fully qualified engineer (at your own cost). Warranty claims require supporting evidence, including engineer reports.
In the UK, it is a legal requirement that anyone installing a gas appliance is on the Gas Safe Register. It is illegal and highly dangerous to attempt gas fitting yourself unless you are qualified.
Here are the key points you should know about gas installations:
- Verify Credentials: The engineer must carry a valid Gas Safe ID card, which details the exact types of gas appliances they are legally permitted to work on (e.g., natural gas, LPG, domestic boilers, or gas cookers). You can verify an engineer using the Gas Safe Register.
- Installation Paperwork: Upon completion, the engineer should provide a Landlord Gas Safety Record (if applicable) or a Benchmark commissioning certificate. For major gas appliances
3. Delivery Costs:
Delivery Charges: Delivery costs are as specified during the order process.
Non-Refundable Delivery Costs: In the event of a return (unless the goods are faulty or not as described), the original delivery costs will not be refunded.
