underfloor heating

Returns Policy

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Returns Policy

Returns Policy


Procedure for Returned Goods and Cancelled Orders
 
We believe that you will be delighted with the floor heating products that you purchase from MYHEAT. There may be times when it is necessary to return something to us, perhaps because of a cancelled order or because it is faulty. Our aim is to keep the process as simple as possible and to avoid any misunderstandings. The following are guidelines only and wherever possible we will respond to your particular requirements.
 
NO RETURNS ARE ACCEPTED, UNLESS THEY HAVE A GOODS RETURN NUMBER ISSUED BY MYHEAT
 
Cancellation
 
You can cancel your purchase at any time either before despatch or up to 14 days after delivery of your product by:
 
- Notifying us by telephone on on 0800 954 8862 or fax on 0800 954 8863. Please have your purchase order number and item details to hand.
 
- E-mailing us at sales@myheat.co.uk. Please provide all purchase details and relevant details for the reason of the return.
 
- Writing to the Returns Department, Queensway Industrial Estate, Glenrothes, Fife, KY7 5QF.
 
We will issue you with a Goods Return Number and provide all the necessary information to tell you how to return the goods. Once we receive the goods and our inspection department confirms they can go back into stock, we will raise a credit for the invoice total less the return carriage fee and any re-stocking charges.
 
This applies to standard products only. Products manufactured as specials cannot be returned.
 
Damaged or Faulty Goods
 
Our 10 year warranty against any manufacturing defects means that if one of our products fails due to a material defect, faulty design or workmanship we will replace it free of charge. You must contact MYHEAT if you believe a product to be faulty or damaged. Our technical help line can often solve problems without the need to return goods. In the case of goods received damaged in transit, you must notify us within 48-hours of date of despatch (the carrier's requirement on MYHEAT).
 
We will issue a Goods Return Number and a Faulty/Damaged Returns Form together with the necessary information to tell you how to return the goods. Then, subject to satisfactory inspection of the goods by our inspectors, the faulty floor heating products will be replaced/returned/credited according to the fault discovered.
 
Advanced Replacements
 
Advanced replacements are supplied at MYHEAT's discretion. Before an advanced replacement is despatched you will be charged for the replacements goods and carriage if applicable. We will issue a Goods Return Number and details of how to send the goods back. If, after inspection, the goods are covered by the guarantee, MYHEAT will raise a credit note to the invoice value of the replacement item(s). If, however, no faults can be found with the goods returned, they will be returned with your next order or delivery.
 
Goods Ordered in Error
 
We recognise that mistakes are made. If your customer orders the wrong floor heating product or changes their mind we will accept a cancellation within 5 working days of the despatch date with no penalty. If goods are returned after the 5 working days we will apply a handling charge of £30 or 25% (whichever is the greater). Just contact us for a Goods Return Number. Once we receive the goods and, our inspection department confirms they can go back into stock, we will raise a credit for the invoice total less the return carriage fee and any re-stocking charges.
 
To qualify for a credit, the goods must be returned in "as new" condition. If anything such as packaging, the guarantee certificates or, installation manuals have to be replaced we will apply an additional re-stocking fee.
 
This applies to standard products only. Products manufactured as "specials" cannot be returned.

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