These Terms and conditions
are under constant review and are subject to change without notice.
us or we means Heating Controls Online.
you means the customer or the applicable delivery
delivery charges means any postage and packing or carriage charge.
All prices displayed on our web shop
include VAT at the current rate, but are subject
to delivery charges. The delivery is dependant
on the weight of the order, and is charged per order - not per product. You can see the applicable delivery charge by
adding your products to your basket and then looking in the basket. Delivery
is not charged on items collected.
While all efforts are made to ensure the accuracy of desciptions and prices, there may be occasions where errors arise. We regret we cannot be held liable for any such error. Products and prices are listed as an invitation to treat, and is not an offer of a contract. A contract is formed upon despatch and payment being taken from your card (not including the pre-authorisation).
Customers from the Republic of Ireland that hold a valid VAT number can apply for orders sent to their VAT registered address to be zero rated for VAT. To apply, please complete the form via the My Account page.
Delivery terms are subject to the terms set out in
stock (below)Delivery Prices.
The delivery charge is dependant on the weight of the order. You can see the applicable delivery charge by adding your products to your basket and then looking in the basket.
Delivery is made by FedEx, Royal Mail, Parcelforce, or Interlink Express. Unfortunately at this time we are unable to offer customers a choice of carrier. For our customers convenience we try and use Royal Mail for delivery of lightweight orders. The manufacturer may directly dispatch some items you; this is usually by a courier.
Please note that all deliveries will require a signature, and therefore cannot be left without one. Requests asking for orders to be left without a signature will be declined.
During the checkout process you can nominate neighbour(s) to receive your order in you absence (we will ask the delivery driver to do this but cannot guarantee it). We strongly advise against relying on this service for urgent orders We regret we are currently not able to pass on this request to Royal Mail.
If Nobody is Available
If nobody is available to sign for your delivery a card will be left. This card will contain a telephone number that you can call to arrange delivery on a more suitable working day (Monday-Friday). Please note there may be an extra charge for redelivery if the second delivery attempt fails. Alternately you can pick your delivery up at the local depot (often your local Post Office), the address will be printed on the card. It if no contact is made by the customer within 7 days the delivery will be automatically returned to us; we will then treat the delivery as a non-faulty return and refund you as per our non-faulty refund policy.
If delivery of your item is refused, it will automatically be refturned to us. We will then treat the delivery as a non-faulty return and refund you as per our non-faulty refund policy.
Scottish Highlands , Offshore Islands & Northern Ireland
We do not charge extra for deliveries to the Scottish Highlands, offshore islands and Northern Ireland. However, if you have one of these postcodes, please allow an extra working day for delivery.
Saturday delivery is not available to these postcode areas
Orders over 3kg will incur a £15 surcharge. It some circumstances it may be more cost effective to make two smaller orders to avoid this surcharge. VAT will be automatically be deducted during the checkout process for orders to the Channel Islands. Some orders may subject to import duty, it is the customers responsibilty to pay this.
Express and Saturday delivery dates are guaranteed. This means if in the highly unlikely event of your delivery not arriving on or before the date given you will be entitled to a refund of the extra you paid over the service you received. This is subject to a few obvious conditions:
1) Someone is available to sign for your order at the delivery address.
2) When the item is delivered it is signed for with the correct date.
3) The delivery address is correct and given in full.
4) You do not have one of these postcodes (In which case delivery is guaranteed with 3 days)
5) Somebody is available on the telephone number supplied to give any necessary directions.
6) We are notified of late delivery within 3 working days of the guaranteed delivery date.
7) Your order is placed online.
Our liability in the event of a late delivery is strictly limited to the delivery charge issued. We are unable to provide any consequential compenstation in the event of a late delivery
Economy and Republic of Ireland deliveries are not guaranteed, however offer a 99.8% success rate of being delivered within the quoted time.
Please note deliveries can be made between 8am and 5:30pm. We regret we are unable offer a delivery time on your order. Deliveries to business addresses will usually be made when the delivery driver knows the address is open (as they usually have experience of delivering to businesses in their area).
Any claims for missing or damaged deliveries must be made within 21 days of despatch. We reget we cannot help with any claim after this period.
Payment & Security
Please be assured that the security of our customers personal and payment details is our utmost priority.
You can pay by Credit or Debit card via our online checkout.
The payment page is secured using state-of-the-art 128bit encryption. For your security, we do not store any of your card information on our website.
Current stock status can be seen on the product page. This is linked in to our stock control system, so is very accurate
Some products are marked ordered on request, we obtain these products once we have an order for them. Delivery time is usually extended for these products.
Extra delivery days are working days only.
If we are out of stock of a product, but have that product in a pack, we reserve the right to supply the product from a pack and replenish the pack when the product is back in stock. This means products may occasionally supplied without a box, this does not affect your warranty or rights on the sale.
You may cancel your order at any time before 3pm on the day of despatch.
You may alter your order at any time before 3pm on the day of despatch; we will not charge you to do so.
Please contact us with your order number if you wish to do so.
There are two types of returns:
1) Faulty / Under warranty returns
In the unlikely event your item arrives faulty or goes faulty under the manufactures warranty, please comple our online form. You will need a full description of the fault and some details from the original Invoice. If your item is deemed by us to be faulty, we will arrange for your item to be swapped as soon as possible. We have the ability to despatch a replacement before the return of the faulty unit (you will be given the option during the returns process). We will require the faulty unit to be retuned to us. It is the customers responsibility to collect and retain proof of postage and the tracking number of the return, and supply them to us on request. Failure to do so will result in an exchange not being possible or the customer being charged for the second unit. Our liability for a faulty return is strictly limited to a replacement product only. We are unable to provide any consequential compenstation in the event of a faulty product.
2) Non-faulty returns.
If you wish to return your order for a refund, you may do so by returning your item, unfitted and in resalable condition (including all original, intact packaging), within 20 days of the invoice date, to us. Please enclose a copy of your invoice. You will be refunded the price of the item(s) only. Delivery charges will not be refunded. The value of any free gifts not returned will be deducted from the total amount refunded. You will not be refunded any of the cost of returning the item(s) to us. We take no responsibility for items that fail to arrive back to us, or arrive damaged in transit. Therefore we strongly recommend you make sure that when returning item(s) to us they are sent using a traceable & fully insured method. If an item is returned to us in poor condition, we reserve the right to refuse a refund, and charge a postage and packing fee for the item to be returned to the customer. Refunds are made by the original payment method within 5 working days of receipt.
Our return policy does not affect your statutory rights.
For simplicity exchanges are now delt with as a seperate order and a non-faulty return.
We are pleased to offer our customers free recycling on all household electrical items.
Unwanted electrical equipment is the UKs fastest growing type of waste, and sending it to landfill means lead and other toxins can leak out and cause soil and water contamination, harming wildlife and human health.
Fortunately, many electrical items can now be repaired or recycled. Thats why weare offering free recycling on a like-for-like basis. So when you buy a new item from us, we can make sure your old model is taken care of.
If youare not sure whether your electrical item can be recycled, have a look for the crossed-out wheelie bin symbol on the packaging, or on the item itself. If the symbol appears on the replacement item, this is also an indication that the old model should be recycled.
The Directive: The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of waste electricals. In the UK, that means retailers like us must offer all customers buying new equipment free takeback for their old electricals.
Find out more For more information on recycling electricals go to www.recyclenow.com
To send us your old electricals, please download and complete this form and return it to us with your old product. This is only available on a like-for-like basis (e.g. you may send us a programmer when you have purchased a programmer). Please note you are responsible for the postage costs of sending us your old item.
Your Information & Privacy
Your information (including courier tracking numbers) be
not passed on to any third partys with the following exceptions:
a) To our merchant service provider or applicable payment provider to verify and
process your payment. Information used by them is subject to their own Terms
their website for details.
b) To our merchant service provider or applicable payment provider to assist in
any suspected fraud cases.
c) To the Police to assist in any fraud investigations
d) To Royal Mail, or any applicable courier in order to deliver
your order, and, in any compensation claim.
We will not use your information for
marketing purposes, unless you have subscribed to our newsletter.
We will use your information to contact you, if we need to,
with regard to your order.
type of information we will collect about you includes:
details (products ordered, prices paid, order number, etc)
computers browser version and IP address
information we hold will be accurate and up to date. You can check the
information that we hold about you by writing to us (sorry - not by email). If
you find any inaccuracies we will delete or correct it promptly.
personal information that we hold will be held securely in accordance with our
internal security policy and the law.
may use technology to track the patterns of behaviour of visitors to our site.
This can include using a "cookie" which would be stored on your
browser. You can usually modify your browser to prevent this happening. The
information collected in this way will not be used to identify you.
you have a complaint please write to us, we will try to respond to your
complaint within 2 working days.
Any shortages or incorrect goods must be reported to us, in writing, within 7 days of delivery.
may not reproduce any part of this site without our permission.
Many images, descriptions, names are copyright and/or trademarked to
their respective manufacturer. We
accept no responsibility for the accuracy of information on this website. Pictures are for illustration purposes only