Warranty and after-sales service

Your statutory rights and how to contact after-sales service.

Your statutory rights (Consumer Rights Act 2015)

  • Quality and description: goods must be as described, fit for purpose and of satisfactory quality.
  • Remedies: if they are not, you are entitled to a repair, replacement or refund. In the first 30 days you may reject faulty goods for a full refund in many cases; after that, we or the manufacturer will offer repair or replacement first where reasonable.
  • Time limits: you must usually report a fault within six years of delivery (five years in Scotland). Shorter periods may apply to some perishable items.

Manufacturer warranty

Depending on brand and product, a maker’s warranty may also cover certain parts or labour, within the limits stated on the product page or in the manufacturer documentation. This is in addition to your statutory rights, not a replacement for them.

Making an after-sales request

In case of breakdown, malfunction or missing part, contact after-sales by email with your order number and, if possible, a few photos. The request is assessed, then a follow-up is proposed (part, repair via the manufacturer, exchange as the case may be).

Spare parts

State the product reference and the part designation. Availability is checked with the manufacturer; lead time and price are given to you before ordering.

Installation

The online shop sells goods. It does not carry out on-site installation or commissioning of heating appliances as part of the e-commerce order. For fitting, use a qualified professional under applicable UK building and safety rules.

Related pages

For goods damaged on delivery or not as ordered, see returns and refunds.

Contact: [email protected] — Mon–Fri 10am–4pm · Sat 10am–3pm (email only). Include your order number where relevant.