Customer Service

Customer Services

Orders
We are pleased to accept orders by either Online transaction (secure server) or e-mail (unsecure). Please refer to our latest catalogue or payment section for details. All credit / debit card transactions are subject to validation checks and are authorised by the card issuer. We accept MasterCard, Visa, Delta, Maestro and Solo. If the issuer of your card refuses to authorise payment to us, we will not be liable for any delay and / or non-delivery of your order. No orders will be accepted or processed without a valid card payment in the name of the registered cardholder.

Delivery
Items ordered will be delivered as soon as possible in accordance with the requested delivery service. Charges for the different delivery services can by obtained from our Customer Service Department and are also listed within the current main catalogue. All delivery charges are subject to change without prior notice. Every effort is made to ensure that delivery is made within the estimated time scales and a maximum of thirty days. All goods are subject to availability. In the event that we are unable to supply your goods within thirty days, we will inform you immediately and advise you of the expected delivery date. Outstanding orders / items can be cancelled at any time. In instances where payment has already been made, (Post Orders with a cheque), an alternative or refund in full for the item(s) concerned will be given. In the event of any goods delivered by us being damaged in transit, deficient of items shown on the delivery note or failing to match the items ordered by you, then such details must be notified by you to us within seven working days of receipt. If we receive no such notification the customer will be deemed to have accepted the items as satisfactory. We cannot be held liable for any consequential loss caused by late delivery or failure to deliver by the company's appointed carrier. Liability in such cases is limited to the value of those items, which are shown to have not been received by the customer.

IMPORTANT NOTE: Please check the contents of your order as early as possible as breakages cannot be addressed unless reported within 48 hours of delivery.

Returns and Exchanges
We want you to be entirely satisfied with every purchase made from www.heat-outdoors.co.uk and strive to offer you excellent quality, value and service at all times. If you wish to return an item for exchange or you have decided not to keep it, please complete the details on the reverse side of your delivery note and send it back to us together with the products original packaging and labeling within 14 days. We will exchange or offer a credit/refund less a 20% re-stocking charge for the cost of the item(s) as appropriate. All returned goods must be in a new and unused condition together with a copy of your original receipt.

If you wish to return any item due to it being faulty, please complete the details on the reverse side of your delivery note giving details of the fault and send it back to us together with the item in its original packaging, where possible, within 28 days. We will exchange the item or refund the full cost including any delivery charges incurred where appropriate. If you are in any doubt, please contact our customer service department. We are here to help you. We recommend that all items returned to us be sent recorded delivery with insurance paid as a minimum. Your local Post Office will be able to advise.

Products
Products are sold singly unless otherwise stated and are not always available. Every effort is made to ensure the colours depicted on the site match as closely as possible to those of the actual product. Due to technical limitations, some colours may vary.

Guarantee
All products offered are guaranteed for a period of twelve months unless otherwise stated from the date of the original invoice against failure to provide reasonable wear owing to defective workmanship or materials. The guarantee excludes faults caused by accident, neglect or misuse. In the event of a warranty claim, please return the item with a copy of the original receipt to either the location the item was purchased from or to:

Heat Outdoors Limited
Unit 9 Stort Valley Industrial Estate
Bishop's Stortford
Hertfordshire
CM23 2TU 

Please identify clearly the area or part that has failed. All items must be returned in a clean, dry condition, otherwise they may be returned to you without attention. Further advice is available by contacting our Customer Service Department during office hours.