OUR RETURNS POLICY & WARRANTY INFORMATION

1. RETURNING AN UNWANTED PRODUCT

1.1 Products supplied by third parties. You must contact the original supplier of the product directly to return the product(s). For example, if you purchase a heater from us but the controller from a third party, we would not accept return of the controller in any circumstances (and would not accept any responsibility for damage to or defects in the heater caused by the third party product, including without limitation where the combination of the two is inappropriate).

1.2 Return claims from outside of the UK. If we accept a return from outside of the UK, you are responsible for any shipping, import, VAT, and duty fees associated with the return.

2. HOW TO RETURN YOUR PRODUCTS

2.1 Tell us you want to return your product(s). To end the contract with us, please let us know by doing the following:

2.1.1 Email. Email customer services at office@heissen.co.uk. Please provide your name, home address, order number, details of the order and what you would like to return, where available include, your phone number and email address.

2.2 Posting the return. Please do the following:

2.2.1 Email. email customer services at office@heissen.co.uk stating the products to be returned and reasoning;

2.2.2 Packaging. Package the item in its original packaging, or equivalent protection, and write the order number on the outside of the box before posting. Failure to do so is likely to delay processing of your return;

2.2.3 Post. Post the product tracked and signed for with one of our authorised courier companies (authorised couriers include, UPS Insured, Royal Mail Fully Tracked and Insured, TNT Express UK Limited) to Unit 2, Love Lane, Spalding Road, Sutterton, Lincolnshire, PE20 2EU.

2.2.4 Send us the tracking number and proof of insurance. Provide the tracking number and proof of insurance to us via email on office@heissen.com quoting the order number in the subject line. We require that products are fully insured to the retail value of the order and insurance must be with the same courier to avoid delay.

2.3 When we will pay the costs of return.

2.3.1 We will pay the costs of return:

2.3.1.1 if the products are faulty or misdescribed; or

2.3.1.2 if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, or because you have terminated the contract due to our repudiatory breach.

2.3.2 In all other circumstances you must pay the costs of return.

2.4 How we will refund you. We will refund you the price you paid for the products including delivery costs (if applicable), by the method you used for payment. However, we may make deductions from the price where the products have lost value as a result of you handling them in a way that wouldn’t be acceptable in a shop, and as otherwise specified in our terms and conditions.

2.5 When your refund will be made. We will make any refunds due to you as soon as possible. Please allow up to 5 working days for us to inspect and safety test the product(s) before we issue a refund.

3. IF THERE IS A PROBLEM WITH THE PRODUCT

3.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can write to our customer service team office@heissen.co.uk.

3.2 You must return rejected products to us. If you wish to exercise your legal rights to reject products, you must post them back to us. We will reimburse the costs of postage where you have terminated the contract for our repudiatory breach. Please write to office@heissen.com to discuss.

4. WARRANTY

4.1 Sole and exclusive warranty. The warranty set out in this clause 4 is your sole and exclusive warranty in respect of any defects in the products. All other warranties and guarantees, whether statutory or otherwise are hereby excluded.

4.2 Warranty period. Your warranty period is one of the following:

4.2.1 A standard 12-month warranty period, beginning on the date of delivery or collection (as applicable), applies automatically with your purchase;

4.2.2 An extended warranty period as set out below will be applicable if you complete a Warranty Card and send it to us at Unit 2, Love Lane, Sutterton, Boston, Lincolnshire, PE20 2EU or by email to office@heissen.co.uk within 30 days of delivery or collection (as applicable) of your product. All extended warranty periods stated below include the 12-month period set out at clause 4.2.1 above. Please note that no extension is available in respect of controllers, air purifiers, bespoke prints or mechanical parts (such as inbuilt controllers/receivers), even where they form part of one of the ranges described below. The extended warranty periods are:

4.2.2.1 Space Heaters (Element, Matrix, Sigma and Vector ranges) – 3 years; and

4.2.2.2 Panel Heaters (other ranges not specified at clause 4.2.2.1 above) – 5 years.

4.2.3 An additional warranty period on top of these may be purchased during the order process. The period for which the warranty will be extended will be set out on the relevant order pages. Please note that any additional warranty purchased will not apply in respect of controllers, bespoke prints or mechanical parts (such as inbuilt controllers/receivers).

4.2.4 For the avoidance of doubt, where we repair or replace a product under our warranty, this does not renew or extend the original warranty period, the remainder of which is simply transferred to the repaired or replacement product.

4.3 What does our warranty cover? Our warranty covers material manufacturing defects in materials and workmanship. Our warranty does not cover:

4.3.1 Physical damage to the products (including but not limited to overheating of the element caused by covering the heater, accidents, abuse, misuse, handling, water ingress over the IP rating, and using the heater for anything other than comfort heating);

4.3.2 Wear and tear (including but not limited to discolouration and atmospheric or environmental conditions);

4.3.3 Where the product is an air purifier, if you haven’t changed the filter every 6 months (or more regularly where recommended in the materials supplied with the product);

4.3.4 If the damage is deemed to have occurred during transit;

4.3.5 If the heater has not been correctly installed and/or maintained and/or used according to our installation instructions and good industry practice (this includes, but is not limited to, not having suitably rated RCD, fused spur/s, supply voltage, circuit breaker/s, or removing safety/warning labels and serial numbers); and

4.3.6 Failure to achieve a particular temperature or range within the location in which the heater is used – we do not guarantee achievement of a particular temperature as this is affected by various factors outside our control (including without limitation ambient temperatures).

4.4 In order to make a claim under our warranty, you must ensure that:

4.4.1 the product(s) is sent back to us with the delivery costs prepaid, and you are responsible for ensuring the product is properly packaged with the original packaging and appropriately insured for the retail value of the product;

4.4.2 you have correctly completed, signed, and posted/emailed back the product’s warranty registration card to us within the allotted completion time in our terms & conditions;

4.4.3 you have provided proof of original purchase from us within the applicable warranty period; and

4.4.4 you have provided us with photographic evidence of how the product was installed, emailed to office@heissen.co.uk.

4.5 If the product is found to contain a fault covered by our warranty after our inspection, then the cost of return to us will be refunded and the product will be repaired or replaced (at our discretion). If we are unable to replace or repair the product we may offer a discount towards a replacement product of the same value.

4.6 We will not be responsible for any secondary, consequential or indirect losses (including but not limited to the costs of removal of the product, and installation of the replacement).