Returning Your Goods
We realise that when making an online purchase you can never be 100% certain that the product you are buying is suitable for you. That is why we give you 14 days to try our products.
If you decide you no longer want your items or you have bought the wrong products (these things happen), just notify us within 14-days of receiving your order. You then have a further 14 days from the date of notifying us to return them to us, and as long as the goods are fit for resale (undamaged, in their original undamaged packaging and are not modified in any way), we will refund or exchange them.
Please be aware that in order for us to process your return, we need to be in possession of your purchased items within 14 days of you notifying us that you would like to return your items.
Please note: we take no responsibility for items that are lost or damaged on their way back to us. We advise customers to package their items carefully and to use at least a second class recorded service. We are able to, but are not obliged to, arrange collections on your behalf, at a minimum charge of £20 per parcel, though please do be aware that this could vary depending on location and size of the parcel. If you would like a collection arranged, please give our team a call on 0116 321 4124. Please be aware that we are unable to arrange collections for Glass IR Panels or Mirror IR Panels.
Any items that have been modified intentionally or unintentionally, or any items that have had repair attempts carried out on them are not eligible for refunds. Surya Heating or any of its affiliated companies are not responsible for any modifications carried out to any products by customers after dispatch, including but not limited to rewiring, dismantling, cutting or any other alterations, and do not accept liability for any damage caused as a result of any tampering after the product has been dispatched.
Any returned goods must be sent back in resellable condition, in the original box without any damage or tears, using clear tape to seal the box. We reserve the right to refuse the exchange or refund if the product is not sent back in resellable condition.
In this situation, Surya Heating are not obliged to offer a refund or exchange.
A 15% restocking fee will be applied to any Image IR Panel returns.
Custom Printed Infrared Heating Panels are excluded from our 14-day cancellation period, unless they are faulty. Please take extra care when ordering that you are happy with the proof and quality of your final image.
Please be aware that by returning a Custom Printed Infrared Heating Panel, Surya Heating reserves the right to resell this panel.
You will void your 14-day returns period should you choose to cut off the plug that comes with every heater, though this does not affect your warranty.
If the items we have sent you are not the ones you ordered or if we have sent you the incorrect number of items, please contact us straight away so we can resolve the problem.
Where the items are incorrect, we will issue you a collection label. Once the tracking on the return is active, and we have confirmation that the courier has collected the product(s) and they have been delivered to our warehouse and inspected, we will issue a resend on the product(s) at this point.
Electric boilers cannot be returned if the box has been opened. Any returns must be sent back in the exact condition in which they were received.
For Damaged Items:
Dead on Arrival
If you receive an item and it is damaged, you must notify us within 14 working days. If we are unable to resolve the problem directly, the item in question must be returned in its original packaging for inspection. Once the item has been inspected and the fault confirmed, we will issue a replacement or a refund. If we are unable to find a fault with the item, we will return the item to you and an additional charge for delivery will be taken.
If you have modified your item before the return then any warranty that would be applied will become void, and a refund will not be given.
Faulty in Warranty Period
If you have any problems with your purchase, or if any item(s) develop a fault, please contact our customer service team on 0116 321 4124 or by emailing cs@suryaheating.co.uk. If we are unable to resolve your problem directly and your item(s) are within warranty, typically 60 months though this will vary from item to item, you will need to return the item to us for inspection, after which we will either replace, repair or refund the item at our discretion.
Under The Consumer Rights Act 2015, the consumer has the right to return any goods that they deem to be faulty within six months of purchase, at which point Surya Heating will carry out tests to determine whether the product was faulty at point of sale or not.
This warranty does not apply to damage or failure to perform arising as a result of any Acts of God or from any abuse, misuse, abnormal use or use in violation of any applicable standard, code or instructions for use including without limitation those contained in the latest safety, industry and/or electrical standards for the relevant region(s).
Items that have been modified are not eligible for a replacement item and any warranties applied become void.
If the order is under 14 days old, please contact us for a free post label. If an item is returned within the 14 days without using our free post label, we will not reimburse postage costs. If an order is over 14 days old it is the responsibility of the customer to return the goods at their cost. Surya Heating will not be liable for refunding the cost of returning items after 14 days.
Returns Address:
Surya Heating (Returns)
86 Scudamore Road
Leicester
LE3 1UQ