This policy applies to consumer purchases made online or over the phone.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
Change Of Mind Returns (Consumer Contracts Regulations)
We understand that buying heating online isn’t always straightforward. If you change your mind, you have the right to cancel your order within 14 days of receiving your goods, in line with the Consumer Contracts Regulations.
How It Works
- You must notify us of your cancellation within 14 days of delivery
- Once you’ve notified us, you have a further 14 days to return the goods
- Returned items must be sent to us without undue delay
Condition Of Returned Goods
You may inspect and handle goods as you would in a shop to check their nature, characteristics and function.
If items are returned with handling beyond what is necessary, we may make a deduction from your refund to reflect any loss in value.
This may include (but is not limited to):
- physical damage to the product
- evidence of installation or use
- modifications such as rewiring, cutting cables or dismantling components
Original packaging should be returned where possible. Damage to packaging alone does not automatically remove your right to cancel, but excessive damage may contribute to a reduction in refund value.
Return Delivery & Responsibility
For change-of-mind returns:
- You are responsible for the cost of returning the goods
- You are responsible for the goods until they are received by us
- We recommend using a tracked and insured service
We are not responsible for items lost or damaged during return transit when the return is arranged by the customer.
Collections
We may be able to arrange collection on your behalf, subject to availability.
- Collection charges start from £20 per parcel, depending on size and location
- Collections are not available for Glass IR Panels or Mirror IR Panels
To arrange a collection, please phone us on 0116 321 4124 or email cs@suryaheating.co.uk.
Items That Cannot Be Cancelled
The following items are excluded from the 14-day cancellation period, unless faulty:
- Custom Printed Infrared Heating Panels, as these are made to your specification
Please ensure you are happy with your approved proof before ordering.
Faulty custom products remain covered under your statutory rights.
Surya Heating reserves the right to resell returned custom printed panels where legally permitted.
Modifications & Cancellations
If a product has been modified beyond what is necessary to inspect it, your right to cancel may be affected and any refund may be reduced or refused depending on the extent of the modification.
This includes (but is not limited to):
- cutting off plugs
- rewiring
- dismantling or altering the unit
This does not affect your statutory warranty rights where applicable.
Incorrect Or Missing Items
If you believe an item is missing or incorrect, please notify us as soon as possible and ideally within 30 days of delivery so we can investigate promptly.
Claims made after this period may take longer to resolve, but this does not affect your statutory rights.
If we have sent you the wrong item or an incorrect quantity, please contact us as soon as possible.
Where an error has occurred within reasonable time frame:
- we will provide a return label
- once the item is collected and returned to our warehouse, a replacement will be sent
Electric & Wet System Heaters
Uninstalled Items
If unused and in original condition, Electric Radiators, Heated Towel Rails and Wet System Radiators may be returned within 14 days of delivery, in line with your cancellation rights.
A deduction may be made to reflect any loss in value caused by handling beyond what is necessary to inspect the item.
Installed Items
Once installed, cancellation rights no longer apply.
Installed items remain covered by statutory and warranty rights where applicable.
Damaged On Arrival
If your goods arrive damaged, please notify us as soon as possible.
- White, Image & Bar infrared heaters: notify us within 14 days of delivery
- Glass IR Panels, Mirror IR Panels, IR Towel Rails, IR Patio Heaters, Electric Radiators, Heated Towel Rails & Wet System Radiators: notify us within 3 days of delivery, with photographic evidence
Where a fault or damage is confirmed:
- we will arrange repair, replacement or refund in line with your statutory rights
If no fault is found following inspection, the item will be returned and delivery charges may apply.
Faulty Goods (Consumer Rights Act 2015)
If your goods develop a fault, your rights are protected under the Consumer Rights Act 2015.
Depending on the circumstances, you may be entitled to:
- repair
- replacement
- or if repair or replacement is not possible, unsuccessful or not carried out within a reasonable time frame, a refund or price reduction
Remedies will be provided in line with the Consumer Rights Act and may depend on:
- how long you have owned the product
- the nature of the fault
If a fault occurs within the first six months, it is presumed to have been present at the time of delivery unless proven otherwise.
Return Postage For Faulty Goods
- If a fault is confirmed within 14 days, we will provide a free return label
- If a fault is confirmed after 14 days, return costs may vary depending on the issue and product type
If goods are returned without using an agreed return method, postage costs may not be reimbursed.
Returns Address
Surya Heating (Returns)
86 Scudamore Road
Leicester
LE3 1UQ