FAQs

Do you have a showroom?

We offer a huge range of heating products online, with as much detail as possible to help you decide what’s right for your home. Whilst we don’t have true ‘bricks and mortar’ showrooms up and down the UK, you are welcome to pop by our warehouse in Bournemouth to check out our stocked products and browse our carefully curated range of radiators and heated towel rails that are on display. 

 

Can I get a bigger discount?

Our prices are heavily discounted, but there may be something we can do for large or bulk orders. Give our Sales team a call on 01202 612808 for more information.

 

Can I get a trade discount?

If you’d like to benefit from exclusive trade discount off every order with us, speak to us today about opening up a trade account. You’ll have a dedicated team to look after you, special offers, and sneak-peak previews of the latest clearance products on offer.

 

Can I order without paying the VAT if relevant?

Absolutely. All we need is proof of export and that the export falls within HMRC requirements. Give us a call on 01202 612808 to arrange this.

 

Can I collect my order?

Generally we offer delivery only, however if you’re local to our Bournemouth warehouse we may be able to make an exception, depending on what the items are. Please note that there is no collection option when placing an order through our website, so you’ll need to give us a call on 01202 612808 to avoid paying for delivery. We’ll check through your items with you at our warehouse before you take them away.

 

What delivery services do you offer?

Items that are in stock and can be dispatched straight away will show as ‘In Stock’. Other items will show an estimated delivery time which takes into account the time for us to order from the manufacturer.

Most of our products will be sent with one of our partner couriers - Abby, UKMail, DPD or Pallex. ‘In Stock’ items will offer a number of delivery options at the checkout including next-day and weekend services. Any items showing a delivery estimate will be shipped in accordance to this timescale and we will keep you informed throughout the process if there are any delays or problems.

You can find full details about our delivery services here.

 

Do you deliver outside of the UK?

We can deliver small items (valves, radiator brackets, heating controls etc.) to most of Europe and the wider world. We’ll let you know during the checkout process if any of the items in your basket aren’t able to be sent out to your chosen country. If the country you want isn’t listed, or you want to order a larger item, give us a call on 01202 612808 and we’ll do our best to accommodate this. 

 

What happens if I'm not home when my delivery arrives?

Your order will delivered by one of our courier partners - Abby, UKMail, DPD or Pallex. You will be informed of a 1 or 2 hour delivery slot on the day of delivery by phone call or text. If you aren’t in, delivery will be re-attempted the following day, or you can reschedule via the calling card they leave. Please be aware that if you aren’t in at the arranged time there may be a re-delivery charge payable.

 

An item is missing from my delivery. What do I do?

If you’ve requested multiple deliveries to get your order to you faster, your item may still be on its way. We occasionally split orders into multiple consignments if our warehouse is out of stock but our supplier’s warehouse has an item ready. If your order doesn’t match the delivery note within the package, please contact us on 01202 612808.

 

My item is damaged upon delivery. What do I do?

If your order is damaged, please let us know as soon as possible. We require notification of damaged items within 48 hours of delivery to ensure any claim is proceeded with.

 

Can I return my order if I don’t want it?

Of course! You have 30 days to return your items for a full refund as long as they’re returned to us unused, uninstalled and in the original packaging. If you return your items within 90 days we can offer a credit note that’s valid for 12 months from the date of issue. For more information please see our Returns & Exchanges.

 

Can I get spare parts for your products?

Everything we sell is backed up by a manufacturer’s guarantee. In addition, it is usually possible to obtain spare parts even years later – just give us a call. Please note however that we cannot be held liable for faults that develop after 12 months should the manufacturer have gone out of business or discontinued the item.

 

What guarantees do you offer on your products?

Most of the items we sell are guaranteed by the manufacturer for 5, 10, 15 or ‘life’, in addition to our standard 12 month warranty. If your item develops a fault after 12 months, you can either contact the manufacturer directly, or we are happy to forward on your details and help you to arrange spares or resolve your issue.

 

Can I fit your products myself?

You’re more than welcome to install your items yourself – we can’t tell you what to do with the items you buy from us after all!

However, we do generally recommend installation by a qualified plumber or fitter. There is a reason plumbers are well-paid – it’s not as easy as the online videos and how-to guides make out! If you ‘re installing an item yourself and you’re having trouble, by all means give us a call, but it’s generally better to call the manufacturer’s technical helpline as we do not offer technical advice.

 

What are BTUs and why are they important?

BTU stands for ‘British Thermal Unit’, and essentially indicates what heat output a room requires to be sufficiently heated. Window insulation and where the room sits within your home are important considerations for calculating BTU, which is exactly why our BTU Calculator does all of the hard work for you.

Heating retailers show BTU measured at either 50ºC or 60ºC - we show the heat output at both measures on our website, plus a measurement in Watts too, to ensure you have all the info you need.

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