Returns Policy
Here at Direct Heating Spares, we believe in the products we sell, and we are extremely proud of the services we provide to all of our customers.
We strive to do our best to deliver quality products to you at all times. However, if for any reason you aren't satisfied with your items, please read the relevant section(s) within this policy to claim a refund or request an exchange from us.
This policy supersedes any previous versions.
Returns Window
According to UK law on long-distance selling regulations, customers are allowed 14 days to return products bought online, but we are pleased to go above and beyond this, by increasing this to 45 days.
You have 45 days from the date of delivery to return your items (see below on how to do this). All items must be in a re-saleable, original condition (i.e. not customised, personalised, physically-altered, or installed), in the original and undamaged packaging, or genuinely faulty if this is not the case.
Postage charge refunds vary slightly depending on the circumstances (see below for faulty/non-faulty items). But please bear in mind that you will not receive a refund on your postage if you only want to return part of your order.
Please also note that if you purchased a product with a promotional reward (e.g. "buy Product X and get a gift card worth £20"), then we reserve the right to deduct the value of the supplied promotional reward from the total refund given if you do not also send this back (or have already spent it) and the product isn't faulty. We always recommend you read the specific terms and conditions of each promotion before participating.
You should open all boxes carefully and thoroughly check the goods for transit or other damage on the day of delivery. Any damage or deficiency must be notified within 45 days from the date of delivery, otherwise we regret that claims for credit cannot be accepted. If you receive items that are not what you ordered or you receive an incorrect quantity of items, we must be notified within 45 days from the date of delivery too. We will cover any additional (standard) postage costs to rectify our mistake in such situations. Refunds and exchanges outside of the stated 45 day period are discretionary unless the items are faulty.
Returning Non-Faulty Items
Unwanted items, items that are no longer required, or items ordered by mistake can be refunded within 45 days from the date of delivery. These must be in a re-saleable, original condition, and in the original, undamaged packaging.
You will need to pay for the cost of returning non-faulty items back to us.
Returning Faulty Items
For faulty items, we are happy to refund the complete value of your transaction, including full postage charges (unless you opt for a replacement), up to 12 months from the date of delivery. Anything after 12 months is discretionary.
Upon receipt of the items, we will inspect and/or test them to verify the faults described. However, if you send items back to us claiming they are faulty, and after inspection from us they are found to be workable, we reserve the right to deduct certain postage charges (if we had paid for these to retrieve your goods) from your total refund.
All of our products come with manufacturers' guarantees or warranties, covering manufacturing defects. These limits vary between manufacturers. We do not offer our own product guarantees or warranties.
How To Return Items To Us
For any refund, please contact us to obtain a returns code before you return it. It is extremely beneficial and will speed up the returns process if you include a copy of your invoice (proof of purchase) and a covering note, explaining the reason for return, whether the item is faulty, and any further instructions if required. Please also retain your original packaging. Do not deface or write on the packaging or on your invoice as this may hinder our ability to process your return.
If your items are faulty, you should contact us in advance to help with the process and obtain a returns code. You can also contact us to get advice on whether the items are actually defective if you are unsure about it. If there is a problem with your order or your items arrived damaged, you should contact us as soon as possible (but within 45 days).
You are responsible for any items sent back to us. Because of this, we highly recommend that you send items back using recorded/tracked delivery services to ensure their safe arrival. We cannot be held liable/responsible for goods lost in the postal system that you have sent back to us.
Crediting Process
Any money being refunded to you will be credited back to your original payment method, most likely a debit/credit card through Elavon (formerly known as SagePay) or PayPal.
If we need to collect additional charges from you (e.g. return postage costs or promotional gifts – see above), then these will be deducted from the value of the items that you would like refunded.
The crediting process usually takes around 3 working days after we have received your items, and may take a further 2–3 working days for the credit to show on your statement (depending on your bank). However, during busier periods this could take longer, so is only intended as general guidance.
If you would like to know when your refund will be dealt with approximately, or whether we have received your items back, please call us on 0330 123 3707 or email web@dhsspares.co.uk.
If in doubt, please don't hesitate to contact us first if you are unsure about any item you are ordering or if you have any questions about this returns policy.
Our returns/exchanges address is as follows:
F.A.O. Returns Dept
Direct Heating Spares
Chorley North Business Park
Chorley
Lancashire
PR6 7BT