Terms & Conditions
We do not store any credit card data on their website.
The regulations cover distance contracts for goods and services made between suppliers and consumers. Advice for consumers can be found at Consumer Direct. Acceptance of Terms and Conditions In order to ensure that you are eligible to enter into an agreement with us, you must fulfil the following criteria:
- You must be 18 years old or over.
You must supply at checkout:
- Your real name
- Your telephone number
- Your registered cardholder address (if you are using a credit or debit card)
- Your delivery address in the United Kingdom (this cannot be a PO Box, hotel or other temporary accommodation address).
Offer and Acceptance
A binding contract is formed between you and Heat Traders when you receive confirmation from us by e-mail or other agreed means, letting you know that your order has been accepted. By ticking the ‘terms and conditions’ box on the order completion pages, you acknowledge that these terms have been provided to you prior to completion of your order and that you accept them in full. This complies with the “Consumer Protection (Distance Selling) Regulations 2000 – Goods”. If you do not accept these conditions, do not complete your order or enter your credit card details.
We accept payment by Credit or Debit Card via xx or Paypal. No credit terms or accounts are available. Products ordered must be paid for in advance of ordering. This means that the amount must clear prior to the goods being despatched.
Credit Card Processing
We are able to take orders over the phone, however no credit card information is collected or stored with Heat Traders. We use xx to process all transactions to ensure your credit card information remains safe at all times.
Description of Goods or Services
The goods are described on the individual product pages. From time to time, manufacturers alter their designs slightly. Although we take every care to ensure that the product image displayed on the website is correct, there may be slight variations to the end product compared to the site image.
Wherever available to us, we provide technical documentation and fitting instructions on request. If there is insufficient information for your buying decision, please do contact our sales team, who will be happy to answer your questions and if necessary will make further enquiries with the manufacturer on your behalf. Manufacturer guarantees are offered for the quality of manufacture and the materials used to manufacture the goods.
The guarantee only covers use for which the product was designed. All guarantees are the responsibility of the manufacturer, except where products are guaranteed directly by Heat Traders. All our items are designed for UK installation only. If you choose to install your goods outside of the UK, you do this at your own risk. Manufacturer guarantees will not apply in this case.
Prices and Tax
The individual product page on our website lists the price of the product including VAT. Shipping is free for England, Wales and Southern Scotland. For those in Northern Scotland please contact us on 0113 457 1044 prior to making payment in order to ascertain delivery costs. Our shopping cart system applies VAT for the goods and shipping.
Whilst we make every effort to ensure our prices are correct, there may be occasions when we discover that a product has been mis-priced. In such instances, we will remove the product from sale and edit it. In such circumstances, we would not be able to honour the incorrect price. We reserve the right to change any advertised price at any time. This is because the price of materials, such as base metals, and the cost of production and carriage, and therefore our purchase costs change regularly. We amend our prices as soon as possible after being advised by manufacturers of the changes.
Out of Stock items
In the event that the product you requested is out of stock, we will contact you by e-mail to offer you an alternative product. It is your decision whether to accept this alternative, or cancel your order. Until we receive written (e-mail) confirmation of your decision, your order will be held over.
Preparation for Delivery, Shipping Charges and Delivery Dates
All our goods are specially prepared for delivery. For larger items, this means that we construct a supported pallet to ensure a safe delivery. On smaller items, care is taken to ensure that the finished product is securely wrapped for courier delivery.
Shipping is a free for England, Wales and Southern Scotland only
Shipping is a ‘one-shot’ service provided by third parties on our behalf. In the event of a product return (excluding damaged or faulty goods), shipping will not be refunded as the separate service contract (i.e. delivery) has been fulfilled. Any shipping charges to return goods to ourselves (excluding for damaged or faulty goods) will be the responsibility of the purchaser. This means that if you change your mind about your products once they have been delivered, you will not receive a refund for the completed shipping contract.
Courier goods usually take 1-3 working days to be delivered, with the exception of certain areas of the UK such as the ‘highlands and islands’ of Scotland and other, difficult-to-reach locations. If you are not in when a delivery is attempted, an ‘attempted delivery card’ will be left at your home with a contact number for your local courier depot. Please contact them to arrange a suitable re-delivery date.
Orders despatched will be delivered between 8am and 5pm Monday through Friday. We are unable to deliver on Saturday, Sunday or on Public Holidays. No guarantees are offered for delivery timescales (this would significantly increase the shipping prices). We therefore respectfully ask that you do not arrange for a plumber or other tradesperson to fit your goods until you have received and checked your order. We cannot be held responsible for wasted tradesperson visits and charges incurred as a result. If, for any reason, your goods will take longer than 30 days to be delivered to you, we will notify you by e-mail. In the rare event of delayed delivery (in excess of 30 days) you have the choice to either wait for the goods to be delivered, or request a complete refund. Requests for refunds must be made in writing by e-mail, fax or letter.
Right to Cancel and the Returning of Goods
The distance selling regulations are confusing, but we have taken the time and trouble to investigate this in full.
You are within your right to cancel an order placed with us, up to 7 days from the date your order is delivered. If the goods have not been shipped, then we will refund your shipping costs along with the cost of goods (less any other charges). If the goods have already been shipped (i.e. the shipping contract has been fulfilled, or partially fulfilled if the goods are in transit), then you will not receive a refund of your shipping charges. If you wish to return goods to us, please inform us by e-mail within 7 days of receiving your goods. If you do return goods to us, then you have a ‘duty of care’ to ensure that they are in a saleable condition (including the boxes, guarantees, instructions and packaging) with all parts included and no components defaced. It is part of this contract that you suitably package the goods and arrange a safe return carriage to us at your own expense. A ‘returned goods’ form is available from our sales team, who will be happy to send the document to you for completion. This helps us to handle the return in our warehouse efficiently and ensure that you are correctly reimbursed.
In the event that your goods are damaged on a return journey arranged by you, you will not receive a refund and must make a claim against the carrying company. It is therefore in your interests to take a photo of your goods prior to shipping and ensure your product has the relevant carriage insurance to cover the cost of replacement. If we have to order your goods in to our warehouse (i.e. we do not stock it), there is usually a re-stocking charge of 20% incurred by the supplier, which we must pass on to you in the event of your returning goods. By agreeing to these terms and conditions and proceeding with an order, you accept that if you subsequently decide you do not wish to keep the product, you will receive a refund less the re-stocking charge. If you order an item that has to be personalized, altered, or otherwise changed, this is regarded as a ‘special’ and normal distance selling regulations regarding refunds do not apply. No refunds can be offered for one-off items.
We cannot supply or provide compensation towards the re-fitting of an item in the event that said item either needs to be returned or for which a replacement has already been issued. We cannot supply or provide compensation towards the hiring or supplying of a plumber to re-fit an item in the event that said item either needs to be returned or for which a replacement has already been issued. SPECIAL ARRANGEMENTS FOR COURIER DELIVERIES Checking the Delivery When your order arrives, you will be asked to sign to say that you have received the goods and that they are in good condition. Please check both the external packaging and the product inside for any damage.
Damage to the Delivery
If you find any damage, you have the choice of signing for the delivery as DAMAGED or rejecting the delivery entirely. Please note if you sign for the delivery as damaged, the courier will leave the damaged goods with you; they will only take away full deliveries that have been entirely rejected. You have up to 3 days to inform us that the delivery arrived damaged. We will arrange for a replacement item to be delivered to you as soon as possible, at which time the damaged item will be collected and taken away by the driver. SPECIAL ARRANGEMENTS FOR PALLET DELIVERIES Arranging the Delivery Before a pallet delivery is attempted you will get a phone call from the courier company to arrange a convenient day and time bracket for you to receive your pallet.
Checking the Delivery
When your order arrives, you will be asked to sign to say that you have received the goods and that they are in good condition.
Your pallet delivery driver will wait up to 20 minutes while you check the condition of your goods. Please check both the external packaging and the product inside for any damage. Damage to the Delivery If you find any damage, please sign the pallet as 'DAMAGED' and the driver will take the damaged pallet away. If you are having multiple items delivered and only some are damaged, please sign 'DAMAGED' for the goods that are damaged. You have the choice of accepting the undamaged goods or rejecting the entire delivery.
Claims for Damaged Goods No claims for damages will be accepted where there is a clean signature for delivery. Only claims where the goods were signed for as 'DAMAGED' can be entertained.
If Someone Else will be Signing for your Goods
If someone else is signing for the goods on your behalf, you agree to ensure that your nominated signatory checks the goods prior to acceptance. You agree to accept full responsibility for any loss or damage if the nominated signatory signs on your behalf and fails to check the delivery. You agree to indemnify us in full for any losses we suffer as a result of your accepting goods and signing a delivery note without checking the goods for carrier damage. All goods must be signed for by an adult aged 18 years or over on delivery.