DELIVERY & RETURNS POLICY

Delivery & Returns Policy

Delivery Charges

Standard Delivery (within 3 working days of order payment) is:- 

• free of charge within ZONE A i.e all mainland GB postcode areas (except The Highlands).
• will be subject to a delivery charge of £50 within ZONE B.

ZONE A - all mainland GB postcode areas (except the highlands).

ZONE B - will include, but is not limited to, the following areas:-

         The Highlands & Islands, Isle of Man, Isle of Whyte, Northern Ireland

         Ireland, Channel Islands. 

Any delivery charges applicable to your order will be indicated in the basket during the checkout process

Delivery timescale

Subject to availability, and factors outside of Factory Heaters Ltd control i.e. adverse weather conditions, carrier transport issues, we aim to deliver orders within 3 working days.

Any date or period named by the Factory Heaters Ltd for delivery is given in good faith as an estimate only. Whilst Factory Heaters Ltd will endeavour to despatch and deliver within the period stated, such date or period is not to be of the essence of the contract, and the Buyer shall be bound to accept the goods ordered when available. Unless the Company have specifically given an undertaking in writing with an agreed sum as liquidated damages for late delivery and the Buyer has suffered loss due to Factory Heaters Ltd delay, the Company shall not be liable in any way in respect of late delivery however caused, and in any event any liability shall be strictly limited to the liquidated sum so specified.

If, having given the Buyer notice that the goods or any part of them are ready for despatch, and a delivery date has been agreed with the Buyer, Factory Heaters Ltd reserve the right to charge for storage in the event of this delivery date being cancelled by the Buyer. Furthermore, if Factory Heaters Ltd does not receive forwarding instructions to enable despatch within 14 days from the date thereof, the Buyer shall take delivery or arrange for storage of the goods, failing which Factory Heaters Ltd shall be entitled to store the goods at the Buyer’s risk and expense, and Factory Heaters Ltd invoice for the additional costs will become immediately due for payment.

Delivery Responsibilities

• It is Factory Heaters Ltd responsibility to ensure goods are loaded on a vehicle at the place of shipment. Subject to the size and weight of the goods supplied, Factory Heaters Ltd will arrange delivery to the nearest hard standing (Kerb-side) at the chosen delivery location, provided safe access is available.
• Where specification of the goods prevents Factory Heaters Ltd from carrying out delivery as outlined above, the Buyer is responsible for all necessary material handling arrangements and carrying out the safe offloading of the goods. Any damage sustained during this offloading is the responsibility of the Buyer. Transportation from the hard standing unloading area to the plant room / customers premises is wholly the responsibility of the Buyer.
• The carrier, delivering on behalf of Factory Heaters Ltd, will deliver the buyers palletised goods within 3 working days after despatch. 
• All palletized deliveries are 'kerb side' only, which means the driver will NOT be able to take items into the buyers delivery address. The receiver must arrange for the palletized goods to be taken from the kerbside - heavy items will need 2 persons. 
• The driver will not take the pallet back. It is the buyers responsibility to ensure a mobile phone number is supplied to Factory Heaters Ltd to enable the courier company to make contact to arrange a suitable date and time for delivery. 
• Please note, if the number provided is incorrect or goes unanswered, a re-delivery / storage charge may occur. These charges may also apply if no one is available to accept delivery on the pre-arranged date/time.

• As stated above, Goods MUST be checked by the Buyer immediately on delivery and Factory Heaters Ltd advised of any shortages or damages, within 3 days of delivery. Once Goods have been accepted by the Buyer, Factory Heaters Ltd will not accept responsibility for any damages / shortages advised after the 3 day period has elapsed. 

This applies even if there is a time delay between the Buyer taking delivery of Goods, and the   

Goods being installed on site. It is the Buyers responsibility to check Goods on delivery.

• Where delivery is fixed by instalments, such instalments deliverable under the contract shall be deemed to be sold under separate contracts. Defective deliveries of one or more instalments shall not entitle the Buyer to repudiate the contract with regard to any instalments remaining to be delivered.
• If the carrier delivering on behalf of makes two unsuccessful attempts to deliver the Goods, then the products will be returned to Factory heaters Ltd. Any further delivery attempt will incur additional fees to be paid by the buyer, which Factory heaters Ltd will notify to the Buyer in advance. No further attempt at delivery will be made until the Buyer has agreed to any additional fees.
• If Goods are not in stock for delivery, Factory heaters Ltd will back order the Goods. In these circumstances, the Buyer would always be e-mailed with the option to cancel their order if they would rather not wait.

Incorrect Goods delivered  

This is a very rare occurrence, but occasionally things do go wrong. In this event, the buyer should contact Factory heaters Ltd directly TEL: 01928 611002, confirming their customer invoice number or order number, advising Factory Heaters Ltd of the details of the problem. Factory Heaters Ltd will collect the incorrect item from the buyer, and arrange to get the correct item sent out to as quickly as possible.

Damaged Goods delivered

Factory Heaters Ltd shall repair, or replace free of charge, goods damaged in transit, or any shortages, provided the buyer sends written notification of damages / shortages within 3 days of delivery

Cancellation and returns policy

If the buyer wishes to cancel their order: they can notify Factory Heaters Ltd by email via info@factoryheaters.co.uk

(a) before Factory Heaters Ltd have despatched the goods to the buyer or

(b) where goods have already been despatched to the buyer. 

• The Buyer is entitled to cancel an order and return the goods within 14 working days for a full refund, including the cost of delivery. Do this by contacting the Company by email or telephone and quoting the order / invoice number supplied to the Buyer
• Any goods returned should be unused, in the original packaging and in a saleable condition.
• Subject to Goods being received in a saleable condition, the refund will be paid within 30 days.
• The Buyer is responsible for the cost, and risk of loss or damage, when returning the goods, so the Buyer should take out enough postal insurance to cover their value. This cancellation policy does not affect the Buyers rights when the Company are at fault - for example, if goods are faulty or misdescribed.

Warranty Claim

please see our Terms & Conditions

Transfer of Ownership

The Goods become the responsibility of the Buyer from the completion of delivery.

The Buyer must inspect the goods immediately on delivery thereof, and within 3 days after delivery give notice to Factory Heaters Ltd in writing, of any matter or reason whereof, the buyer may allege that the goods are not in accordance with the contract. This will enable Factory Heaters Ltd to make a prompt claim against the delivery company. If the buyer fails to give such notice, the Goods shall be deemed to be in all respects in accordance with the contract. Any claims made by the Buyer, against Factory Heaters Ltd, under the terms and conditions of Factory Heaters Ltd warranty must be substantiated to the satisfaction of Factory Heaters Ltd, who may refuse to replace, repair or credit in respect of any alleged faulty part until sufficient evidence of the validity of the claim has been presented

If required, Factory Heaters Ltd will supply proof of delivery from the carrier, as evidence that goods have been received by the Buyer.

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