Terms & Conditions

GENERAL:

Electra Heat Limited (herein referred to as EHL).

DELIVERY:

Deliveries can arrive between the hours of 8:00am and 5:00pm (unless advised by us of an earlier delivery time) on the delivery date and to the delivery address requested. In the event you (or your representative) are not there to receive the goods there may be a re-delivery charge by the transport company; this will be passed on to you.

All deliveries have to be signed for as proof of receipt unless the customer gives written authorisation (before goods are despatched) for the goods to be left without a signature – this written authorisation removes liability by the courier or EHL for the goods after delivery.

All goods leave our premises in good condition but if you are not satisfied with the goods on arrival DO NOT ACCEPT delivery. In any event, if you are not satisfied with the goods EHL will need to be informed in writing, by email, fax or post within 3 working days and the goods returned in their original condition to EHL within 7 days, otherwise you will be deemed to have accepted the goods.

Shortage, damage or incorrect deliveries should be clearly stated on the signed delivery note to be returned to EHL and EHL notified in writing within 24 hours of delivery.

CLAIMS

No claims will be considered if goods have been partially or completely fixed or installed.

RETURNS POLICY

1. Without exception no returns will be accepted after the statutory 7-day cancellation period, unless by prior agreement with EHL.

2. If cancellation rights have not been exercised within the 7-day cancellation period, all goods returned after 7 working days will incur a 35% handling charge as well as a collection charge where applicable, unless the items are faulty in which case no charge will be made.

3. Collection can be arranged by EHL and will be subject to a collection charge.

4. Before returning goods the customer must obtain a returns number from EHL and quote this number when returning the goods.

REFUNDS:

After the statutory 7-day cancellation period, all refunds are at the total discretion of EHL and will be subject to the EHL Returns Policy.

CANCELLATION POLICY:

Customers have the legal right, up to 7 days after the day the goods are delivered to cancel their order, which has to be received in writing from the customer and delivered by fax, email or post to EHL. Collection charges plus standard rate VAT are applicable for all goods being returned due to cancellation.  A re-stocking charge of 25% is applicable to all orders that have are made to maeasure and/or to order.

In the event of a customer cancelling an order within the statutory 7 days, the customer is responsible for reasonable care of goods until they are returned. The customer is responsible for the return of the goods to EHL for all the delivery and associated costs.

For further details on consumer rights please visit the following government sponsored websites:

• www.oft.gov.uk

• www.dti.gov.uk

• www.tradingstandards.gov.uk

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.

If you have any questions regards our terms and conditions, please contact Electra Heat Ltd.