Returns 2017-08-30T16:52:20+00:00

Returns

EHC products can be returned within 30 days of the delivery date. Some restrictions apply. See the return policy below.

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).

If you wish to return a product because it is damaged or defective, we will cover the delivery cost of returning it to us. We will provide you with a replacement product free of charge. This will apply to all Electric Boiler, Radiator and Cylinder products we provide as well as Spare Parts, Accessories and Custom Made Products.

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.

In the unfortunate event that you think your product is defective, please contact us as soon as possible. When contacting us, please try to provide us with pictures or videos of the product installed, product serial and reference numbers and details of whom undertook the installation.

Our Technical Team will then provide initial over the phone assistance to you to determine what, if any, defect their might be with the product. If required, our Technical Team will arrange for an EHC Accredited Heating Contractor to review the product in situ before determining if the product is indeed defective.

For all products within the relevant warranty period provided, where our Technical Team or the EHC Accredited Heating Contractor determine the product is defective, we will arrange for a replacement product to be provided to you free of charge. On delivery of the replacement product we will also arrange uplift of the defective product.

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 upon inspection our Technical Team determine there is no defect with the product, we reserve the right to charge you a re-stocking charge for the product of 40% plus delivery costs incurred.

If you decide you no longer want your product, which is one of our Electric Boiler, Radiator or Hot Water Cylinder products, you can return your product for a full refund at any point up to 30 days after your purchase.

Unfortunately we do not accept returns for any Water Heaters, Spare Parts, Accessories or Custom Made Products where it is out with the statutory 14 day cooling off period (see below) or there is no damage on delivery or defect with these products.

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.

We check all items returned. 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.

Please note: if you make your purchase using our finance scheme, the no-quibble return period is reduced to 10 days. This is because Pay4Later finance only allow 14 days for you to cancel your loan.

If you have opened the packaging on your product or tried to install the product but now wish to return it, there will be a re-stocking charge for the product of 40%. The product must be returned to us in the original packaging.

We check all items returned. 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.

Cancellation

If you are a consumer, you have the benefit of a 14 day cooling off period where you have a legal right to cancel a Contract for Products and / or Services under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The Electric Heating Company extends this cooling off period to 30 days for all Electric Boiler, Radiator and Hot Water Cylinder products only.

This means that during the relevant period set out below, if you change your mind for any reason and you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens’ Advice Bureau or Trading Standards office.

However, this legal right to cancel does not apply in the case of:

  • Products made specifically for you or clearly personalised; and
  • any Products which become mixed inseparably with other items after their delivery.

Your legal right to cancel a Contract starts from the date of the Acceptance Confirmation (the date on which we contact you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered.

To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to call us on 01698 820 533. We will then e-mail you to confirm we have received your cancellation. You can also contact us by e-mail or post to cancel a Contract. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you post your letter in time for it to be taken with the last post on the last day of the cancellation period or e-mail us before midnight on that day.

Please provide your name, address, telephone, number, the full product details and your order number to help us to identify your order and process your refund.

If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

If you cancel your Contract we will:

  • refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop;
  • refund you the price you paid for the Services but only to the extent that they have not been performed. You must pay for the supply of the Services for the period for which they have been supplied up until the time of cancellation. The price for Services supplied shall be determined in proportion to the full value of the Services to be performed under the Contract. We will not begin to supply any Services before the end of the cancellation period unless you expressly request that we do so in writing and acknowledge that your cancellation rights will be lost once the Services have been performed in full;
  • refund delivery costs (where you have paid for delivery) limited to the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if you place your order on a Friday and we offer delivery of the Product on the following Monday at one cost but you choose to have the Product delivered at the weekend at a higher cost, then we will only refund what you would have paid for the cheaper delivery option; and
  • make any refunds due to you as soon as possible and in any event within the deadlines indicated below: (a) if you have received the Product and we have not offered to collect it from you, you will receive your refund within 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us; (b) if you have not received the Product or you have received it and we have offered to collect it from you, you will receive your refund 14 days after you inform us of your decision to cancel the Contract; and (c) in respect of any Services that you have prepaid for, you will receive your refund 14 days after you inform us of your decision to cancel the Contract.

If you have returned the Products because they are faulty or not as described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the Products to us.

We will refund you on the credit card or debit card used by you to pay.

If a Product has been delivered to you before you decide to cancel your Contract:

  • then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract in accordance with clause

You can send it back or return it to our warehouse at The Electric Heating Company Ltd, Unit 40 Block 5 Third Road, Blantyre Industrial Estate, Glasgow, G72 0UP. If we have offered to collect the Product from you, we will collect the Product from the address to which it was delivered. We will contact you to arrange a suitable time for collection using the email address or telephone number provided by you when you placed your order; and you will be responsible for the cost of returning the Product to us unless the Product is faulty or not as described. We will let you know the precise costs of collection prior to collecting any Products and we will only do so if you agree to pay the costs of collection.

We are under a legal duty to supply Products that are in conformity with a Contract. If you are a consumer, you have legal rights in relation to Products that are faulty or not as described and Services that are not carried out with reasonable skill and care, or if the materials used are faulty or not as described. These legal rights are not affected by your right of return and refund or anything else in these Terms and Conditions of Supply. Advice about your legal rights is available from your local Citizes’ Advice Bureau or Trading Standards office.

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