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Terms and Conditions

TERMS AND CONDITIONS - www.heat-outdoors.co.uk


These terms and conditions will apply to all transactions placed with Heat Outdoors Ltd whether online, by e-mail, by telephone or by post. Please read carefully before placing any order. All contracts shall be governed by and construed in accordance with English Law and any dispute between us will be resolved exclusively in the courts of England and Wales. Nothing in these terms and conditions will be deemed to affect your statutory rights.

'By using this site you are agreeing to these terms and conditions'.

All references to the 'company', 'us' or 'we' will refer to Heat Outdoors Limited. All references to the customer shall mean the person or business purchasing or agreeing to purchase goods from the company. All references to the Web Site shall include reference to all URL's owned by the Heat Outdoors Limited.

Orders & Payments

We are pleased to accept orders by either Online transaction (secure server) or e-mail purchase order with BACS payment (unsecure). All credit / debit card transactions are subject to validation checks and are authorised by the card issuer. All card payments must have a validated 3D secure processing confirmation. Orders may not be accepted or processed without a valid payment.


Items ordered will be delivered as soon as possible in accordance with the requested delivery service. Charges for the different delivery services can be obtained from our Customer Service Department and are also listed as options at the point of 'checkout' on our web sites.

From time to time we may have to revise delivery charges; this is mainly with overseas orders. If this is the case, we will contact you within 24 hours to confirm your acceptance of the revision. The order will not be processed or charged until we have you authority to do so.

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

IMPORTANT NOTE: Please check the contents of your order as early as possible as breakages can only be addressed within 48 hours of delivery.

All items must be tested within this first 48 hour period for suitability and/or defects before installation or use.

We want you to be delighted with every purchase 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 let us know within 28 days by emailing [email protected] providing your order number and details of the return. We will exchange or refund the cost of the item(s) apart from lamps, "special" order and "bespoke" products where no exchange or refund is available unless the goods are in some way defective Refunds and/or exchanges cannot be arranged on site and can only be made once the items have been returned and processed by Heat Outdoors Returns Team within our warehouse.

As with returning items to a shop, it is your responsibility to arrange and pay for the return of goods that have been correctly supplied and are not faulty. We recommend that they are sent via an insured and signed-for service.

All returned goods must be in a new and unused condition together with original undamaged packaging and a copy of your receipt for a refund/credit to be offered. Heat Outdoors cannot accept any used or installed units back for refund/credit. Only new and unused units can be considered for a refund/credit.

Providing the goods are received back in an unused condition and in their original packaging with all accessories, you will receive a refund less any original delivery charge within thirty days of your notice to cancel.

If you wish to return any item due to it being faulty, please let us know 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. 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. Your legal rights remain unchanged.

In the event of any goods delivered by us being damaged in transit or failing to match the items ordered, details must be notified to us within 48 hours of receipt. If we receive no such notification, the customer will be deemed to have accepted the items as satisfactory.


IMPORTANT - At the end of its life it is the users responsibility to ensure this appliance is not to be disposed of in domestic or commercial waste but taken to a recognized recycling facility to ensure its component parts are recycled correctly.

WEEE - Waste Electrical and Electronic Equipment

New government regulations called The Waste Electrical and Electronic Equipment (WEEE) Regulations encourages people to recycling old electrical products, rather than throwing them away.

Electrical goods are the fastest growing waste stream in the UK, growing by 5% each year. Each year in the UK we go through over 1.2 million tonnes of electrical waste.

Over 75% of waste electrical goods end up in landfill, where lead and other toxins contained in These items can cause soil and water contamination which, in turn, can have a very harmful effect on the environment and human health.

WEEE Regulations

Many of the electrical items that we throw away can be repaired or recycled. Recycling items helps to save natural finite resources and also reduces the environmental and health risks associated with sending waste electrical goods to landfill.

In order to protect the environment for future generations it is important that we are all aware of the consequences of our actions and learn what we can do to make a difference.

Look for this symbol

Electrical and Electronic Equipment that was made after June 2006 should display this symbol on the packaging or product. It means that the product is covered by the WEEE Regulations and every effort should be made to recycle it. All our electrical products display this symbol.

No Garbage andwaste disposal


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. Please note we do not offer a guarantee for lamps. 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.

If you wish to return any item due to it being faulty, please let us know 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. We recommend that all items returned to us be sent recorded delivery with insurance paid as a minimum. We cannot be held liable for any consequential losses caused by failure of any equipment including costs of electricians or other professionals needed to install or uninstall any equipment. Your local Post Office will be able to advise. Your legal rights remain unchanged.

After the initial 28 days, it is your responsibility to arrange and pay for the return of goods that have become faulty. We recommend that they are sent via an insured and signed-for service.


Once you place an order with us, you will receive an order acknowledgment email stating the items you have ordered. This does not constitute acceptance of your order.

Acceptance is acknowledged when your order has been shipped from our warehouse or suppliers.

Non-acceptance of your order may be due to: being unable to authorise your payment, the product being unavailable, a product pricing or description error.

Copyright and use of our images and videos.

Images, videos and text on this site are copyright Heat Outdoors Ltd or our suppliers. Please contact us if you wish to use one of our images or videos: use of our images or videos without our written permission is theft.

Force Majeure

We will not be liable for non-performances of our obligations caused or resulting from industrial disputes or any other circumstances beyond the reasonable control of the company such as Act of God, riots, civil commotion, flood, fire and legislation. If by reason of such circumstances it shall become impossible within a reasonable time for the company to wholly or partly supply the items ordered then the customer's liability will be limited to the value of the items already supplied together with any associated delivery charges.


Any information displayed on our web site or other printed matter by the company is not regarded to be authoritative or certified as the best practice and is only considered to be useful supplementary advice to other certified codes of practice. All information on our web site is updated regularly.

Pricing and Print Errors

Prices and specifications are checked to the best of our ability, and whilst every effort has been made to make them accurate, no responsibility will be accepted for errors and omissions. We reserve the right to alter our prices and specifications without notice.

Ownership of Goods

All items supplied to the customer remain the property of Heat Outdoors Limited until we have received full payment. Complaints Any complaint or compliment can be sent to our Customer Service Department. We will endeavour to deal with your complaint within five working days of receipt. In the event where we cannot resolve your complaint immediately we will advise a likely time scale to you and keep you informed of any investigation.


Each of the parties to this Agreement irrevocably agrees that the courts of England shall have exclusive jurisdiction to hear and decide any suit, action or proceedings, and/or to settle any disputes, which may arise out of or in connection with this Agreement or its formation or validity and, for these purposes, each party irrevocably submits to the jurisdiction of the courts of England.

Privacy Policy

This privacy policy covers Heat Outdoors Limited and its Web sites.

You can browse our site(s) without disclosing any personal data to us. Any links to third party web sites are covered by the third parties privacy policies.

We do not automatically log personal data nor do we link information automatically logged by other means with personal data about specific individuals.

Cookies are placed / collected to monitor visits but not used to store personal data.

We will collect and store information about you to allow us to firstly, process and fulfill any order requirements and secondly to provide you with the best possible service. We will collect and store any personal data that you may volunteer whist using our services, e.g. (registration, placing an order or requesting a catalogue). The information key symbol is shown wherever we collect data in your browser window. All information is collected lawfully and in accordance with the Data Protection Act 1998.

We will use the data for our own marketing purposes, including market research and to keep you up to date with any offers or information regarding our stores or direct sales channels.

The type of information that we will collect will include:

  • Your title and name
  • Known address
  • Contact telephone numbers
  • E-mail address
  • Order and Payment details

Individuals registering their details or subscribing to the newsletter online may do so on the understanding that they are aware of the intended purpose for the collection of data. They will be sent further information / communication via email only.

Information about you will only be shared or transferred to carefully selected companies with your consent.

Our website contains links to third party websites operating their own terms and conditions and privacy policies. Heat Outdoors Limited is not responsible for the policies of any linked third party sites.


We are fully committed to providing full security both through our on-line and mail order service. We use secure socket layer (SSL) technology to ensure that your details are safe for all sales transactions with us. All information you provide is fully encrypted so that third parties cannot read it. (For Netscape click the 'security' icon on the tool bar and check the SSL2 and SSL3 boxes. For Internet Explorer go to view, menu, find 'Internet Options' click on 'Advanced' and check the SSL2 and SSL3 boxes. Your browser will confirm that you are shopping in a secure environment by showing a locked padlock icon or an image of a key in the bar at the base of your screen.)

Access to information

We will strive to always hold accurate and up to date information about you. You can gain access to information that we may hold about you by:

  • Sending an email to [email protected]
  • Writing to this address Heat Outdoors Limited, Unit 9, Stort Valley Ind Estate, Bishop's Stortford. CM23 2TU.

We will provide you with a readable copy of any personal data that we may hold about you, within thirty days of receipt of your request.

We will require proof of your identity before releasing any data. We will provide the information at a charge of £10.00 payable with your request.

In instances where you find information that we hold about you to be inaccurate we will correct or delete it promptly.

We reserve the right to refuse to provide a copy of any personal data held, but will give reasons for our refusal.

If you should have any queries regarding our privacy policy or terms and conditions, please contact or write to our Customer Service Department.

If you are currently receiving information from us and would prefer not to, please click on the unsubscribe link placed at the bottom of all our emails to you.

Heat Outdoors Limited
Unit 9 Stort Valley Industrial Estate
Stansted Road
Bishops Stortford
CM23 2TU

Office Hours: Our Customer Service Department operates from 9.00AM to 5:30PM Monday to Friday, (GMT, BST).

Registration number: 6301075


In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.

See our Klarna FAQs here.

Copyright ©

The contents of this site and other publications from Heat Outdoors Limited are owned or licensed to Heat Outdoors Limited or are used with permission by the owner. Reproduction strictly by permission only.

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