Returns Policy
14. Returns
14.1 In the unfortunate event that you receive a damaged product, please contact us within 48 hours to exchange it for the same product. When contacting us, please try to provide us with pictures of your delivery in the state in which it arrived. If your product is delivered on a Friday, please ensure you contact us no later than close of business on the following Monday (or Tuesday should the Monday be a Bank Holiday). EHC will arrange uplift of the damaged item and cover the return carriage costs. We check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recover our delivery costs, fees and expenses from you.
14.2 In the unfortunate event that the customer thinks the product is defective within the relevant warranty period the customer is required to contact the Seller as soon as possible. Our Technical Team or an EHC Accredited Heating Contractor will determine if the product is indeed defective and implement the procedure stated in section 5. Where a product or part is replaced under warranty the faulty item requires to be returned to the Seller within 14 days, the customer is responsible for contacting the Seller to arrange the uplift & return.
Once we receive the defective product at our Warehouse, our Technical Team will undertake a thorough review of the product to determine why the defect arose. If the faulty item is not returned or upon inspection our Technical Team determine there is no defect with the product, we reserve the right to charge for the replacement item including any carriage costs incurred.
14.3 If the Buyer chooses to return the Goods due to the Goods being no longer wanted, the Buyer will be responsible for the return carriage. For safety reasons the product being returned must be in the original un-opened packaging.
The Seller has the right to refuse the return of any product which is classed as “custom made” or “special order” where there is no damage on delivery or defect with these Goods. Any product being returned must not have been removed from their original packaging, installed, mounted or used in any way and must be returned with all original packaging. All Goods are checked on return. In the event we find a fault with or damage to the product, we reserve the right to re-charge you for the items and to recover our fees and expenses from you.
14.4 Due to safety requirements, EHC cannot accept returns if the Buyer has removed the packaging from the product or tried to install the product.
14.5 Return of Goods from B2B contracts are exempt from the 14 day period. All returns must be in original un-opened packaging and will incur a 20% restocking charge. This policy and restocking charge applies for returns where the product is returned within 3 months of the original invoice date. The Buyer needs to arrange return carriage to the Seller with the Buyer responsible for all return costs. It is recommended that the Buyer ensures that they use a carrier for the return that has appropriate insurance in the event the Goods are damaged in transit. The Seller has the right to refuse the return of any Goods which are classed as “custom made” or “special order” where there is no damage on delivery or defect with these Goods. All Goods are checked on return. In the event we find a fault or damage to the Goods, we reserve the right to refuse the return of Goods.
14.6 Where a Buyer wishes to exchange a product purchased through a B2B contract a 10% restocking charge will be applied for exchanges within 1 month from the date of the original order. For the product being returned the product must be in original un-opened packaging. The Buyer needs to arrange return carriage to the Seller with the Buyer responsible for all return costs. It is recommended that the Buyer ensures that they use a carrier for the return that has appropriate insurance in the event the Goods are damaged in transit. All Goods are checked on return. In the event we find a fault or damage to the Goods, we reserve the right to refuse the return of Goods.