These provisions apply in the event that you return any Goods to us for any reason:
ALL ITEMS SOLD BY TRENCHHEATER.CO.UK except accessories and valve sets are made to order and as such are classed as BESPOKE AND ARE NON RETURNABLE.
11.1. We do not accept returns unless you buy as a consumer, or there was a defect in the Goods at the time of purchase, or the Goods were mis-described, or we have agreed in correspondence that you may return them. Bespoke Items which are made to order or modified to order are not returnable. Example: All Trench Heaters, Painted Radiators or Electric Filled Radiators or Towel Rails.
11.2. Before you return a product to us, please carefully re-read the instructions and check that you have assembled it correctly and complied with any provisions relating to the power supply, plugs and sockets.
11.3. The Goods must be returned to us as soon as any defect is discovered, or otherwise if you are a consumer no later than 14 days after the day on which you let us know that you wish to cancel.
11.4. So far as possible, Goods should be returned:
11.4.1 with both goods and all packaging as far as possible in their original condition;
11.4.2 securely wrapped; and
11.4.3 including our delivery slip.
11.5 Goods returned are at your sole risk and cost. You should take reasonable care by choosing an established transport or postal service provider, to ensure that the Goods reach us and are not damaged in transit. In particular, please note that radiators and other related Plumbing and Heating products are large and heavy and prone to transit damage, and therefore we recommend you use a reliable return carrier with minimal changeovers during transit.
11.6. You must tell us by email message to firstname.lastname@example.org that you would like to return Goods, specifying exactly what Goods and when purchased, and giving full details of the defect or other reason for return. We will then issue a returns note. If you send Goods to us without a returns note, we may not be able to identify sufficient details to enable us to attend to your complaint.
11.7. All Goods must be returned to the following address (please do not return the Goods to the local supplier branch where you may have collected the Goods from):
Plumbhouse Limited T/A TrenchHeater.co.uk
11.8. Please note in particular that we cannot deal with your complaint unless you return the entire product that you bought: that is to say, with all components and parts and in the original packaging.
11.9. In returning a faulty item please encloses with it a note clearly stating the fault and when it arises or arose.
11.10 On our receipt of the Goods, we shall inspect the Goods for damage (other than damage you have alerted us to in the case of defective items). Should damage be present we will send you photographic images as evidence and may refuse your refund and/or reduce it as appropriate. If you are a consumer, as permitted by law we will reduce your refund to reflect any reduction in the value of the Goods, if this has been caused by your handling them in a way which would not be permitted in a shop.
11.11. Most of the Goods are covered by the manufacturer's guarantee for a minimum of 12 months. Please first check the plug, fuse, batteries and the manufacturer's operating instructions. If you are a consumer, a manufacturer's guarantee is in addition to, and does not affect, your legal rights in relation to Goods that are faulty or mis-described.
11.12. If delivery was made to a UK address, you are also protected by the Consumer Rights Act 2015.
11.13. If we agree that the item you have returned is faulty, if it is no later than 30 days since the Goods have been delivered, we will refund the price of the Goods in full, together with any applicable delivery charges, or you can agree to a repair or replacement. If repair or replacement is impossible, or our attempt at repair fails, or the first replacement is also defective, you have the right to a price reduction or final right to reject the Goods and receive a full refund.