1 About us and how to contact us

1.1 We are The Heat Depot Limited, trading as The Heat Depot and HotPrice.co.uk, a company registered in England and Wales with company number 05957749. Our registered office is 349 Bury Old Road, Prestwich, Manchester M25 1PY, United Kingdom. Our VAT registration number is 910 0476 66.

1.2 Our showroom, warehouse and correspondence address is Harpoon House, Sharp Street, Middleton, Manchester M24 1AD, United Kingdom. Our website is www.hotprice.co.uk. You can contact us at [email protected] or on 0161 822 8484.

1.3 Please use these contact details for order enquiries, cancellation notices, faults and complaints. Depending on the product and reason for return, goods may need to go to our warehouse or to a manufacturer authorised to receive them for us. Contact us for the appropriate address before booking transport. We will provide instructions promptly and will not require a different destination that unfairly increases your disclosed return cost. If we have not supplied an alternative address in time for you to meet a statutory return deadline, you may return the goods to Harpoon House at the address above. Prior authorisation or a returns number is not a condition of exercising a legal right to cancel or reject goods.

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2 Who these terms apply to

2.1 These terms are written for consumers: individuals buying wholly or mainly for purposes outside their trade, business, craft or profession. Please tell us before ordering if you are buying wholly or mainly for business use, resale or commercial premises so that the appropriate terms and product suitability can be agreed. A trade discount alone does not determine whether you are a consumer.

2.2 You must be at least 18 to place an order and be authorised to use the payment method provided. Purchases are subject to the delivery areas and restrictions explained before you order.

2.3 The terms supplied when you place your order apply to that order. Later website changes do not retrospectively change an existing contract. We will provide the agreed order information and terms by email or another format you can retain.

2.4 Product descriptions, selected options, agreed quotations and other information forming part of your contract must be read with these terms. Any specifically agreed change will be confirmed to you. Nothing in these terms removes information or promises that the law treats as binding on us.

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3 Orders and contract formation

3.1 Our website listings invite you to place an order. Please check the product, fuel type, finish, size, accessories, quantity, billing details and delivery address carefully before submitting it. You can correct errors during checkout or contact us before we accept the order.

3.2 Your order is an offer to buy. The automatic order confirmation sent after an online or telephone order acknowledges receipt only; it is not acceptance. A payment receipt, payment being taken or card authorisation is not acceptance either. We accept a distance order when we expressly confirm acceptance to you in writing, send a dispatch confirmation, or dispatch the goods, whichever happens first. A binding contract then exists for the goods identified in that acceptance or dispatch. For bespoke goods, we will confirm acceptance in writing before production begins. For a showroom purchase, the contract is made when we agree to sell and you agree to buy the goods, normally recorded on your sales order or receipt.

3.3 We check orders and supplier availability as soon as reasonably practicable, normally on the next working day. Before acceptance, we may decline an order for a genuine reason, such as a discontinued product, unavailable stock, an unresolved pricing error, an unsupported delivery address, a failed payment or unresolved fraud checks. If the product is unavailable or has a substantially longer lead time, we will explain the position and let you choose whether to withdraw the order, agree the longer wait or select an available alternative. Any alternative product or price requires your express agreement. You may withdraw your offer before acceptance. We will refund payments for an order we decline or you withdraw without undue delay and within 14 days.

3.4 If we discover a pricing or description error before acceptance, we will explain the correct information and ask whether you want to proceed. We will not silently substitute goods or charge a higher amount. If a problem is discovered after acceptance, we will discuss an agreed solution; we cannot simply rewrite the contract or remove your remedies for our failure to fulfil it.

3.5 Quotations are valid for 10 days unless they state a different period. Unless expressly agreed otherwise, a quotation does not reserve stock. Availability, delivery arrangements and any special requirements will be confirmed when we accept your order.

3.6 If you want to change an accepted order, contact us promptly. We will explain whether the change is possible and any resulting price or delivery difference before asking you to agree. This does not limit your statutory cancellation rights.

3.7 Please keep your contact details up to date. We may need information from you to process or deliver the order. If essential information or an agreed payment remains outstanding, we will explain the problem and allow a reasonable opportunity to resolve it before ending the contract. Any deduction following a customer breach must reflect a lawful, reasonable and evidenced loss, taking account of costs saved and steps we can take to reduce that loss.

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4 Prices and payment

4.1 Prices are in pounds sterling and include VAT at the applicable rate unless clearly stated otherwise for a separately agreed business quotation. Any delivery charge or other agreed compulsory charge will be disclosed before you commit to buy. We will not increase an accepted price simply because our supplier raises its price. Later promotions do not automatically entitle earlier purchasers to a price adjustment.

4.2 We accept the credit and debit cards displayed at checkout. Orders paid directly by credit or debit card can be delivered only to the cardholder's billing address. The billing details must match those held by the card issuer. Please do not use a different delivery address when paying directly by card.

4.3 If you require delivery to a different address from the billing address, we accept payment by bank transfer, subject to confirmation of the delivery arrangements. Contact us for payment instructions and quote your order reference. Funds must have cleared before dispatch. Bank-transfer payment does not change your statutory rights against us.

4.4 We accept PayPal. PayPal orders, including PayPal Pay in 3 orders, must be delivered to your verified PayPal address as recorded on the authorised transaction. We cannot redirect the parcel or pallet to another address after payment. Contact us before paying if you need a different address; an agreed bank-transfer order may be required.

4.5 PayPal Pay in 3 and Klarna Pay in 3 are available for eligible purchases where displayed at checkout, subject to the relevant provider's approval. Each uses three instalments: an initial payment followed by two monthly payments. The provider confirms when the initial payment is taken and the exact repayment dates. Availability depends on the customer, purchase and provider's eligibility criteria.

4.6 Pay in 3 is credit, available to eligible UK residents aged 18 or over. Terms and conditions apply and credit is subject to status. The provider handles applications and repayment arrangements. Read the information and repayment schedule before applying, and borrow only what you can repay. Missed payments may affect your credit record and future borrowing. Our goods contract is separate from your credit agreement, and using a payment provider does not reduce your statutory rights. Provider terms are available at www.paypal.com/uk/digital-wallet/paypal-payin3/terms and www.klarna.com/uk/terms-and-conditions.

4.7 Klarna orders must be delivered to your billing address and must also satisfy Klarna's transaction and address checks. The bank-transfer arrangement in clause 4.3 is available where we agree delivery to a different address. A change of delivery address or payment method must be agreed before dispatch and may require the original payment to be refunded and a new payment made.

4.8 Unless a different payment schedule is agreed in writing before ordering, payment for the goods is required in full before dispatch or collection. Where PayPal Pay in 3 or Klarna is used, the provider's authorised payment arrangements satisfy our checkout payment requirement; you repay the provider under its agreement. We do not add a payment-method surcharge to consumer orders paid by card, PayPal or Klarna.

4.9 We may make proportionate identity, payment and fraud-prevention checks. If further information is needed, we will explain what is required and how to provide it securely. We do not ask you to email full card details. Checks will not be used to delay a refund beyond a legal deadline.

4.10 Refunds are normally made through the original payment method, unless you expressly agree otherwise without incurring a fee. For a payment-plan purchase we send the refund through the provider, which adjusts your balance or repayments. Tell the provider about a cancellation or dispute and follow its process for pausing or adjusting payments. Nothing here restricts any claim you may have against a payment or credit provider.

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5 Product information and choosing suitable goods

5.1 We must supply goods that match their description, are of satisfactory quality and are fit for their ordinary purpose and any particular purpose you make known to us where you reasonably rely on our advice. We take reasonable care over information we supply and remain responsible for descriptions forming part of the contract, including information sourced from manufacturers.

5.2 Photographs, videos, samples and digital illustrations help show a product's appearance. Screen settings, lighting and natural materials can affect how colours and effects appear. Room-set accessories are included only where the description says so. A digitally created illustration will be identified where needed to avoid a misleading impression. These qualifications do not permit us to supply materially different goods.

5.3 Check the chosen model, dimensions, fuel type, flue arrangement, finish, controls and included accessories before ordering. Do not assume an optional trim, flue kit, hearth, spacer, canopy, water connection kit or other component is included unless it is listed. If you later order an extra item, any additional delivery cost will be explained before that order is placed. There is no extra charge to remedy an omission for which we are responsible.

5.4 Before purchase, we recommend that a competent installer checks the proposed location, available clearances, chimney or flue, ventilation, air supply, floor loading and relevant gas, electrical or water connections. Tell us about any particular requirement on which you need to rely. General product advice cannot replace an inspection of your property, but this does not exclude responsibility for incorrect advice or descriptions for which we are legally responsible.

5.5 Before structural alterations or construction of a recess or enclosure, your installer should check the current instructions for the exact model and, where appropriate, the goods themselves. Website dimensions are product information, not a complete site-specific installation design. If the supplied product differs materially from the agreed specification, contact us before work proceeds.

5.6 A natural-gas appliance must not be used with LPG, or vice versa, unless the exact appliance and any approved conversion are suitable. The selected fuel version is stated in the product and order information. Only suitable products and manufacturer-approved combinations should be installed together. Ask us about any uncertainty before ordering.

5.7 Where a product has app, Wi-Fi or other connected functions, check the stated device, software, network and subscription requirements before purchase. We will disclose relevant requirements known to us. A third-party app's terms do not remove our responsibility for any connected functionality or digital content that forms part of the goods contract.

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6 Materials finishes and bespoke products

6.1 Natural stone, marble, granite, slate and timber can have variations in colour, grain, veining, texture and markings. Samples illustrate typical appearance rather than guaranteeing an identical pattern. Reasonable natural variations consistent with the description and satisfactory quality are not necessarily defects. Cracks, instability, unsafe construction, transport damage or other failures to meet the contract will not be dismissed as natural variation.

6.2 Metal, painted, plated and polished finishes must be used and maintained in accordance with the instructions for the particular product. Some finishes change with heat, use or exposure. Any material limitation affecting suitability will be explained in the relevant product information. A general statement about a finish does not exclude liability for a defective product.

6.3 Genuinely bespoke goods include hearths or surrounds made or cut to your own dimensions, goods manufactured to an individual specification outside the standard options, and a finish or colour specially produced for you. We will confirm the specification, price, expected delivery period and any applicable exclusion from change-of-mind cancellation before you order. Please check measurements, colours and drawings carefully before approving them. If we take measurements or provide a design, we remain responsible for that work to the extent required by law.

6.4 A standard model, size, colour, finish or fuel version is not automatically bespoke merely because it is absent from our website, ordered from a supplier especially for you, not held in stock or manufactured after ordering. Choosing a standard manufacturer option does not by itself remove the cancellation right. The exception applies only to goods genuinely made to your individual specifications or clearly personalised.

6.5 If you ask to cancel an order that is genuinely exempt from the statutory change-of-mind right, we will consider whether cancellation or modification is possible and explain any proposed charge. We will not automatically keep all payments. Any amount retained or claimed must be fair and reflect losses we can reasonably justify, after allowing for costs saved, recoveries and reasonable steps to reduce loss. Your remedies for defective goods or our breach of contract remain available.

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7 Independent installation and showroom introductions

7.1 We supply goods only and do not offer or contract to carry out installation. Goods prices and delivery charges do not include site surveys, fitting, building work, commissioning, disconnection, removal of an existing appliance or subsequent servicing.

7.2 For showroom sales only, we may introduce you to independent, self-employed installers experienced in fitting these products, normally for properties within about 20 miles of our showroom. The installers we introduce hold Gas Safe and/or HETAS registration appropriate to the work they undertake. We have no ownership or employment connection with them and receive no referral fee, commission or other payment from them. You decide whether to instruct an installer and may choose someone else. We do not provide an installation introduction service for online-only sales.

7.3 Any fitting price discussed in the showroom is an indicative guide, not an installation quotation or a price agreed on an installer's behalf. Most installations are surveyed before work begins so that the installer can confirm the price and scope. The installation contract is directly between you and the installer. Confirm the survey, quotation, work, payment arrangements, timetable, certification and any guarantee with them before work starts. They are responsible for their installation work and cannot change our goods contract or make promises on our behalf.

7.4 Under the showroom introduction arrangement, you pay the fitter directly after the installation has been completed and when you are completely satisfied with the installation. We do not collect the installation payment. Have the fitter record this payment arrangement in their quotation or contract. Any concern about the installation or its completion should be raised promptly with the fitter before payment.

7.5 We do not provide a workmanship guarantee for an independent installer's work. We remain responsible for the goods we sell and for our own acts, omissions and legally binding statements. This section does not exclude responsibility for our own negligence, misleading advice or any obligation that we have actually undertaken.

7.6 Gas installation and gas work must be undertaken by a Gas Safe registered engineer qualified for the particular appliance and fuel. Check the engineer's current registration and permitted work categories. Solid-fuel and other installations must comply with the applicable building and safety requirements; in England and Wales this may involve a competent-person scheme such as HETAS or local authority building control. Requirements differ across the UK. Electrical work must be undertaken by a suitably competent person and certified or notified where required.

7.7 All installation must follow the instructions and relevant regulations. Heavy stone surrounds, hearths and other structural components require competent handling, appropriate support and secure fixing. Ask your installer to provide the necessary commissioning records, compliance certificates and operating guidance. Keep these and service records with your purchase details.

7.8 We recommend arranging final fitting only after the goods have arrived and been checked for the correct model, visible damage and completeness. If you choose an earlier fitting date, take reasonable steps to avoid unnecessary costs if delivery changes. This recommendation does not remove any right to recover reasonably foreseeable losses caused by our breach of contract.

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8 Delivery arrangements

8.1 Standard delivery is free to most UK addresses. Certain remote postcodes, including parts of northern Scotland, attract a product-specific surcharge. Delivery coverage, restrictions and applicable charges will be explained before you commit to buy. If delivery to your postcode requires an individual quotation, please obtain it before completing your purchase; an enquiry for that quotation does not commit you to buy. The quotation will show the total including VAT and delivery, and you may accept or decline it. We will not add a compulsory delivery charge to an accepted order without your agreement or withhold a legally due refund if you decline a proposed change.

8.2 Working days exclude Saturdays, Sundays and public holidays. A dispatch estimate is not necessarily a delivery date. We will identify any special-order lead time and agree it with you before the contract is made. Unless another delivery time or period is agreed, we will deliver without undue delay and within 30 days after the contract is made.

8.3 If you need delivery by an essential date, tell us before ordering so we can confirm whether we can meet it. If delivery is late, your rights include setting an appropriate additional deadline and ending the contract if that is missed. You may be entitled to end it immediately if we refuse delivery or timely delivery was essential in the circumstances or because you told us before contracting. Any refund required following termination for late delivery will be made without undue delay.

8.4 If a delay arises, we will notify you and explain the available options. We cannot extend the agreed delivery period indefinitely or insist that you accept a substitute. Our use of a manufacturer, supplier or carrier does not remove our responsibility to fulfil your goods contract.

8.5 Many fires, stoves, fireplaces and hearths are heavy and travel on pallets. Unless a different service is expressly agreed, a pallet delivery is to an accessible, safe kerbside point at the delivery address. It does not include carrying the goods inside, unpacking, assembly, lifting up steps, removal of packaging or installation. A pallet truck normally needs firm, level access and cannot travel over gravel, grass or steps.

8.6 Tell us before ordering about narrow roads, restricted vehicle access, parking controls, steep slopes, gates, steps, flats or other delivery obstacles. We will explain whether the offered service is suitable and any agreed alternative cost. You should arrange sufficient safe assistance or equipment to move heavy goods from the delivery point into secure storage. Do not rely on the driver to lift a heavy appliance manually.

8.7 Where delivery is booked in, you or an authorised adult must be available on the agreed day. Please give as much notice as possible if you need to rearrange, preferably at least 24 hours. Delivery windows are estimates unless expressly guaranteed. Contact us if a reasonable adjustment or different arrangement is needed.

8.8 If a booked delivery fails because you were unavailable or because a material access restriction you reasonably should have disclosed prevents delivery, we may ask you to meet the reasonable, evidenced additional cost actually caused. We will explain the basis and amount before redelivery. There is no automatic penalty or administration fee, and no charge for failure caused by us or our carrier. Statutory cancellation and refund rules take priority: we will not retain standard outward delivery charges or add a cancellation fee where those rules require a refund.

8.9 We will not leave a pallet unattended unless we have expressly agreed a safe arrangement with you. A carrier's signature or delivery scan does not by itself determine whether delivery has legally taken place. We remain responsible for goods in transit until they come into your physical possession or that of a person you identify to receive them, other than the carrier.

8.10 You own the goods once full payment has been received and they have been delivered or collected. For an authorised payment-provider purchase, your separate repayments to the provider do not postpone ownership until the end of the payment plan. Responsibility for loss and damage passes as explained in clause 8.9. This does not affect claims for defects or damage already present at handover.

8.11 If you ask us to hold paid goods for later delivery, we will agree the storage period and arrangements in writing. We will not treat a deposit or advance payment as automatically non-refundable. Cancellation periods that depend on delivery do not start merely because goods are allocated to you in our warehouse.

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9 Checking delivered goods

9.1 Please inspect packaging and, when safe and practical, the goods as soon as possible after delivery. Note visible damage or shortages on the delivery record and contact us promptly with your order details. Photographs of packaging, the item and its identification label can help us investigate; tell us if you cannot provide them.

9.2 Signing a delivery note, signing as unchecked, unpacking, collecting or installing goods does not automatically waive your legal rights. We do not impose a 24-hour, 48-hour or similar reporting deadline that removes a valid claim. Prompt reporting helps us resolve problems and pursue carrier claims.

9.3 Do not install, use or continue work on an item that appears unsafe, materially damaged, incorrect or incomplete. Contact us for the next step. Take reasonable care to prevent avoidable additional damage or expense. We remain responsible for defects that become apparent only during installation or use, subject to the usual legal rules.

9.4 Keep packaging where practical until the initial checks are complete. Original packaging can be helpful for safe transport but is not a condition of a faulty-goods claim. We will agree suitable return or collection arrangements where we are responsible for the problem.

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10 Collection from our premises

10.1 Collection is available only where agreed. Wait for confirmation that the goods are ready before travelling, and agree a collection date. Normally please collect within seven working days of that confirmation, or contact us to agree a longer period.

10.2 Bring your order reference and reasonable proof of identity. For a card-paid collection, we may require the cardholder to attend with the payment card or suitable alternative verification. Tell us beforehand if another person will collect. Collections by third-party freight companies or couriers are not available unless we expressly agree otherwise before ordering.

10.3 Use a suitable vehicle and safe lifting arrangements. Check for obvious damage and the correct items before leaving. Responsibility for loss or damage you or your carrier cause after lawful handover is yours; defects and damage already present remain our responsibility under the contract and the law.

10.4 If goods remain uncollected, we will contact you and provide reasonable notice before taking further action. We will not automatically forfeit payments or dispose of goods after seven days. Any later charge or termination must comply with the agreed terms and applicable law.

10.5 Where a binding order was made at a distance and collection is simply the delivery method, the distance cancellation right normally still applies and runs from collection. A reservation made online followed by a purchase concluded in the showroom may be different; we will explain the arrangement before you commit to buy.

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11 Cancelling a distance purchase because you change your mind

11.1 Subject to the genuine bespoke exception in section 12, you may cancel a qualifying online, telephone or email goods contract without giving a reason. You can cancel before delivery and up to the end of 14 calendar days after the day you, or a person you nominate other than the carrier, receives the goods. For multiple goods ordered together under one contract and delivered separately, the period ends 14 days after the last item is received; the equivalent rule applies to an item delivered in several lots or pieces.

11.2 To cancel, tell us clearly using the email, telephone number or postal address in section 1. You may use the form in section 21 but do not have to. Your communication must be sent before the cancellation period expires. Keep evidence of when you contacted us. An email helps provide a record, but we do not require cancellation to be made only by email or on our form.

11.3 You do not need to give a reason, obtain our permission or accept store credit instead of a refund. If the legally required cancellation information has not been provided, the cancellation period may be extended by up to 12 months. The statutory extension applies regardless of any shorter period stated elsewhere.

11.4 You normally arrange your own return of unwanted goods. Unless we have offered to collect them, send the goods back or hand them over without undue delay and no later than 14 days after the day you notify us of cancellation. The deadline is met if you send them before it expires. Obtain the appropriate warehouse or manufacturer address as explained in clause 1.3; requesting instructions does not require you to wait beyond a statutory deadline. If we agree to collect, we will confirm the arrangements with you.

11.5 For a change-of-mind return, you pay the direct return transport cost, provided we gave you the information required by law before purchase. For goods normally returnable by post, you can choose a suitable postal or parcel service. The additional requirement for bulky goods is explained in clause 11.6. We do not routinely provide a collection service. Occasionally we may be able to arrange one on request; any available service and its VAT-inclusive charge will be quoted individually and must be expressly agreed. You do not have to use a collection service offered by us.

11.6 For goods that cannot normally be returned by post, such as many stoves, fires, stone components and pallet deliveries, you bear the direct return cost only if we provided the applicable cost or a reasonable maximum estimate, including VAT, before you purchased. This requirement applies even when you arrange your own carrier. If we did not provide the required information, we bear the reasonable direct return cost; contact us to agree a suitable method. A collection quotation supplied only after cancellation does not retrospectively make that cost your responsibility.

11.7 Take reasonable care of goods while they are with you. You may unpack and examine them as you reasonably could in a shop to establish their nature, characteristics and functioning. Use suitable protective packaging for a return. We recommend retaining original protective packaging and any pallet where practical, but loss of the original packaging alone does not automatically remove your right to cancel.

11.8 We may deduct an evidenced reduction in value caused by handling beyond what is necessary to examine the goods. Installation, burning fuel, using an appliance for heating, cutting or modifying parts, damaging finishes or losing supplied components may reduce value, depending on the facts. We will explain any proposed deduction; it is not a fixed percentage or an automatic refusal of a return. No deduction of this kind is permitted if we failed to provide the required cancellation information.

11.9 Choose a return method suitable for the goods. We recommend tracking and adequate carrier cover, particularly for fragile or palletised goods. These recommendations are not additional conditions on the legal right to cancel. If we arrange the collection, we remain responsible for the carrier we appoint. Any issue arising from a carrier you independently appoint will be considered under the applicable law and the evidence, rather than by automatically rejecting the return.

11.10 On cancellation of the whole order, we refund the price paid for the goods and the charge for our least expensive standard delivery service. If you chose an enhanced delivery service, the extra cost above standard delivery need not be refunded. Where standard delivery was free, we will not deduct a notional outward delivery charge. For a partial return that we accept, we will explain any fair allocation of delivery charges without restricting statutory rights.

11.11 Refunds are made without undue delay. If you are returning goods and we have not offered collection, we refund within 14 days after we receive the goods or evidence of their return, whichever is earlier. If we have offered collection, or there are no goods to return, we refund within 14 days after you tell us you are cancelling. Any permitted deduction is governed by clause 11.8. We will not delay a refund beyond the legal deadline for an internal inspection or supplier reimbursement.

11.12 We do not charge a restocking, cancellation, administration or payment-processing fee when you exercise this statutory right. This section concerns change of mind; costs and remedies for faulty goods are dealt with in sections 14 and 15.

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12 Exceptions to change of mind cancellation

12.1 The statutory distance cancellation right does not apply to goods genuinely made to your individual specifications or clearly personalised. We will identify any such exception and its reason before you order. Calling an item special order, made to order or non-stock does not by itself establish the exception.

12.2 The statutory cancellation right can also be lost where goods become inseparably mixed with other items after delivery in circumstances covered by law. Merely unpacking or installing a removable appliance does not automatically mean this exception applies. Excessive handling is considered under clause 11.8 instead where appropriate.

12.3 These exceptions concern change of mind only. They do not remove your rights if bespoke, personalised or installed goods are defective, misdescribed or otherwise fail to meet the contract.

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13 Showroom purchases and discretionary returns

13.1 There is normally no statutory change-of-mind cancellation right for a purchase concluded in our showroom. We do not offer an automatic change-of-mind return policy for those purchases. If we agree an additional return or cancellation right for a particular sale, its conditions will be recorded before purchase. Rights relating to faulty goods remain unaffected.

13.2 Visiting the showroom does not automatically determine the status of every later order. Whether a later telephone or online purchase is a distance contract depends on how the contract was negotiated and concluded. Where the statutory distance right applies, section 11 applies.

13.3 Outside a statutory cancellation right, please contact us if you want to cancel or return goods. We may agree a voluntary return and will explain its conditions and any reasonable charge before you decide. If an accepted showroom or exempt bespoke order is cancelled, any recoverable loss must be fair and properly justified as explained in clause 6.5.

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14 Faulty damaged misdescribed or incorrect goods

14.1 Contact us if goods appear faulty, damaged, incorrect, unsafe or inconsistent with their description. Your statutory goods rights are against us as the seller. We may use a manufacturer or specialist to investigate or remedy a problem, but you are not required to deal exclusively with the manufacturer or rely only on its warranty.

14.2 You normally have a short-term right to reject non-conforming goods within 30 days and obtain a full refund. The period generally begins the day after delivery and transfer of ownership have both taken place. As this is a supply-only sale, a later appointment with your independent installer does not normally postpone that start date. Contact us promptly if there is a problem.

14.3 You may choose to request a repair or replacement instead. If you request or agree to one within the short-term rejection period, that period pauses while you wait. If the goods still do not conform afterwards, you have the remaining period or at least seven days after the waiting period ends, whichever is longer, to exercise the short-term right.

14.4 After the short-term period, you can normally require repair or replacement. We may refuse a particular remedy where it is impossible or disproportionate compared with the other remedy. Any statutory repair or replacement must be completed within a reasonable time, without significant inconvenience and at our necessary cost, including labour, materials and transport. We do not routinely require you to pay for a replacement before we meet this obligation.

14.5 If goods still do not conform after one repair or replacement, neither repair nor replacement is available, or a repair or replacement is not completed within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction or to exercise the final right to reject. You do not have to accept repeated unsuccessful repairs. A lawful refund for final rejection may reflect use after the first six months; no deduction for use applies to these goods if the final right is exercised within the first six months.

14.6 For the statutory repair, replacement, price-reduction and final-rejection remedies, a fault appearing within six months of delivery is generally presumed to have been present at delivery unless we establish otherwise or the presumption is incompatible with the goods or nature of the fault. After six months, you may need to show that an underlying defect existed at delivery. This six-month evidential rule is not a six-month warranty and does not end your rights after six months. The short-term right to reject has its own evidential requirements.

14.7 We may reasonably ask for purchase details, photographs, a description of symptoms and relevant installation or service information. We may arrange an appropriate inspection. We will consider reasonable alternative evidence where you do not have a particular document. We will not automatically insist on an engineer's report paid for by you before considering every claim, or treat a manufacturer's view as conclusive regardless of other evidence.

14.8 For goods validly rejected, make them available for collection or return them as reasonably agreed. We bear reasonable return costs as required by law. If goods are installed, contact us before commissioning removal or replacement work so that a safe, proportionate solution can be arranged. Necessary removal or refitting costs that we are legally responsible for will not be excluded merely because installation was performed independently. Equally, we do not automatically accept every cost incurred without discussion; the legal basis, necessity and reasonableness will be considered.

14.9 Where a statutory rejection refund or price reduction is due, it will be paid without undue delay and within 14 days beginning with the day we agree you are entitled to it. We will not unreasonably delay assessing or agreeing a valid claim. No refund fee, routine administration charge or restocking deduction applies. Other refunds follow the deadline applicable to their legal basis.

14.10 Legal remedies may remain available after a manufacturer's warranty expires. Their availability depends on matters such as the product's expected durability, price, age, use and the reason for failure. There is no universal statutory 12-month warranty or promise that every part must last a fixed number of years.

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15 Installation issues maintenance and chargeable visits

15.1 A problem caused solely by an independent installer's incorrect work, unsuitable site conditions, misuse, accidental damage or a failure to carry out necessary maintenance is not automatically a product defect for which we are responsible. We will consider the evidence and the cause. Our own incorrect advice, defective instructions for which we are responsible, or an underlying product defect is not excluded by this clause.

15.2 Before arranging a visit, we may ask you to check straightforward, safe user-maintenance items described in the manual, such as remote-control batteries or operating settings. Do not remove safety components, dismantle gas equipment, carry out electrical repairs or attempt any procedure outside the manufacturer's user instructions. Stop using an appliance if you suspect it is unsafe and obtain appropriate qualified assistance.

15.3 An inspection may identify a depleted battery, a supply problem, blocked ventilation, an installation defect or a maintenance issue rather than a fault in the goods. The fact that a manufacturer does not cover something under its warranty does not by itself determine whether you have statutory rights against us. Likewise, a report stating that no fault was found does not, without supporting evidence, automatically justify a charge.

15.4 You may request a manufacturer warranty visit directly or ask us to arrange it. Before a potentially chargeable visit is booked, the party arranging it must explain who will charge you, the amount including VAT or a clear calculation method, and the circumstances in which payment becomes due, and obtain your agreement. Those circumstances may include an issue caused by your independent installer's work, depleted batteries or neglected user maintenance. No charge applies for a remedy we must provide without charge under your statutory rights, and an upfront fee will not be used to obstruct a valid claim.

15.5 If the manufacturer invoices us for a visit that you agreed beforehand would be chargeable in the circumstances found, we may recover that agreed charge from you. We will provide the findings and an itemised explanation of the manufacturer's charge, with no additional mark-up unless separately agreed in advance. You will have a reasonable opportunity to query the findings. Any charge must be reasonable, within the agreed amount or calculation method, supported by the evidence and consistent with your statutory rights. An invoice to us does not by itself establish that you owe the amount.

15.6 Retain servicing and commissioning records and follow the relevant maintenance instructions. A missed service or absent document does not automatically cancel all statutory rights; the relevance to the particular fault must be considered. When the issue concerns independent workmanship, raise it with the installer, while contacting us about any separate concern with the goods.

15.7 Changes in flame appearance, deposits or unusual operation should be assessed against the specific manufacturer's instructions. We do not treat all sooting as harmless or advise unqualified work on gas components. Seek qualified advice if deposits are excessive, unexpected or accompanied by a safety concern.

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16 Manufacturer guarantees

16.1 Any manufacturer guarantee is additional to your statutory rights against us. Its duration, scope and material conditions will be explained in the product information available before purchase and in the guarantee documents. Keep those documents and register within any stated deadline if registration is required for an extended guarantee.

16.2 Extended guarantees may require correct installation, registration, specified servicing and retention of service records. Some cover selected components for different periods, or provide parts-only cover after an initial period. A headline duration does not mean every component or labour cost is covered for the full term; significant qualifications must be clear before purchase.

16.3 Normal wear, accidental damage and particular consumables may fall outside a manufacturer's guarantee where its terms say so. Glass, firebricks, seals, batteries, fuel effects and similar parts are not automatically excluded from statutory protection: they must still meet the contract and be of satisfactory quality and appropriate durability when supplied.

16.4 Tell us if guarantee documentation is missing or differs from what was advertised. We will help you obtain the applicable terms and resolve discrepancies. We will not use an expired, unregistered or limited manufacturer guarantee as a reason to refuse a valid statutory remedy.

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17 Electrical recycling

17.1 Electrical appliances bearing the crossed-out wheeled-bin symbol should be kept separate from ordinary household waste. Separate collection allows useful materials to be recovered and reduces harm from hazardous substances. Consider reuse where an appliance is safe and suitable, or use an appropriate electrical recycling service.

17.2 When you buy a new household electrical product from us, you may bring an equivalent old item of the same type or function to our showroom at Harpoon House, Sharp Street, Middleton, Manchester M24 1AD for recycling free of charge, regardless of brand. This applies to online, telephone and showroom purchases. We allow at least 28 days after you receive the new item for you to bring back the old one. Please contact us for opening times and practical drop-off arrangements.

17.3 This free take-back service does not include disconnection or collection from your home. You are responsible for bringing or arranging transport of the old item to us. Arrange safe disconnection by an appropriately competent person where required. This recycling arrangement is separate from your rights to return a newly purchased item.

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18 Personal information

18.1 We use personal information to process orders, arrange delivery, administer payments, prevent fraud, provide after-sales assistance and comply with legal obligations, as explained in our Privacy Notice. Relevant information may be shared with payment providers, carriers, manufacturers, service providers and independent installers where necessary and lawful for the requested purpose.

18.2 Our Privacy Notice explains the lawful bases we rely on, retention, recipients and your data-protection rights. It also explains how to contact us about your information. Accepting these sales terms is not, by itself, consent to marketing. Electronic marketing and non-essential cookies are handled under the applicable privacy rules and choices explained on our website.

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19 Complaints and resolving disputes

19.1 Please contact us using section 1 and include your order reference, a description of the issue and the outcome you are seeking. Complaints may be made by email, telephone or post. We aim to acknowledge a complaint within five working days, investigate fairly and keep you informed if a fuller response takes longer. This target does not extend a statutory refund or remedy deadline.

19.2 If you remain dissatisfied, ask for the complaint to be reviewed by a manager. We will explain our final position and provide information about any alternative dispute resolution or other redress arrangement available to you as required by law.

19.3 We are not a member of a trade association or a consumer alternative dispute resolution scheme. If a complaint remains unresolved, we will consider a reasonable proposal to use an appropriate independent dispute-resolution provider. Participation is assessed case by case unless the law requires otherwise. Where an arrangement is available, we will give you its details and explain whether we agree or are required to participate.

19.4 You can seek independent consumer advice through Citizens Advice in England and Wales, Advice Direct Scotland or Consumerline in Northern Ireland. Using our complaints process does not remove your right to bring legal proceedings or use any available payment-provider remedy. We do not require you to accept compulsory arbitration or give up access to the courts.

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20 Responsibility and general terms

20.1 If we breach the contract or fail to use legally required care and skill, we are responsible for loss or damage you suffer that is a reasonably foreseeable result. Loss is foreseeable if it is an obvious consequence or was contemplated by both of us when the contract was made. We are not responsible for loss that was not foreseeable, loss caused solely by an independent third party for whom we are not responsible, or loss you could reasonably have avoided. Each case is assessed on its facts.

20.2 We do not exclude or limit liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, defective-product liability that cannot be excluded, or any other liability the law does not allow us to exclude or limit.

20.3 Where an event beyond our reasonable control affects performance, we will notify you and take reasonable steps to limit its effects. This does not automatically cancel our obligations, allow indefinite delay or take away your cancellation, delivery or refund rights. We remain responsible for our chosen suppliers and carriers as required by law.

20.4 We may transfer our contractual rights and obligations only if your rights and guarantees are not adversely affected. We will notify you of a relevant transfer. Any proposed transfer of your order to another purchaser should be discussed with us; we will not unreasonably refuse a reasonable request, subject to payment-provider restrictions and required checks.

20.5 If a term is held to be unlawful or unenforceable, the remaining terms continue so far as they can do so fairly and lawfully. This does not rewrite an unfair term to make it binding. A delay in exercising a right does not necessarily waive it.

20.6 These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you retain any mandatory protections of the law of your home jurisdiction and may bring proceedings in your local courts where the law permits. Nothing here requires a consumer in Scotland or Northern Ireland to surrender applicable local court rights.

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21 Cancellation form

Complete and send this form only if you wish to cancel a purchase. You may instead contact us with any other clear cancellation statement. You do not have to explain your reason.

To: The Heat Depot Limited, Harpoon House, Sharp Street, Middleton, Manchester M24 1AD. Email: [email protected].

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods:

Order reference if available:

Date ordered:     Date received:

Customer name or names:

Customer address:

Customer signature if sending on paper:

Date of this notice:

Delete whichever of I/We and my/our does not apply.

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