Shipping and Returns


1.1 You are deemed to place an order with us by ordering via our online checkout process. As part of our checkout process you will be given the opportunity to check your order and to correct any errors. We will send you an order acknowledgement, detailing the products you have ordered.

1.2 Our acceptance of an order takes place when we change the order status to processing. We will send you a despatch confirmation by email. When we despatch the order the purchase contract will be made even if your payment has been processed immediately, unless we have notified you that we do not accept your order or you have cancelled your order.

1.3 We may refuse to accept an order:

a.  where goods are not available;

b.  where we cannot obtain authorisation for your payment;

c.  if there has been a pricing or product description error; or

d.  if you do not meet any eligibility criteria set out in our terms and conditions.

2. Delivery

2.1 Unless has notified you that your order will be delayed, you should receive your order within seven (7) working days of placing your order. You should note that in relation to this 7 day delivery expectation, time is not of the essence and liability for deliveries taking longer than 7 days is expressly excluded by these terms and conditions. We do not advise anyone to pre-book an electrician, plumber, builder, or any installer until goods have been received and checked.

2.2 On arrival all goods must be inspected carefully for any signs of damage by the customer or agent, should you find any damage please ask the driver to take the goods back with them, or sign the delivery document as damaged, or if you do not have time to inspect properly please sign the document as un-checked.You have 7 days to notify of any damage, shortages or incorrect items, if we are not notified of damage, shortages or incorrect items within this time, you agree to reimburse in full against any losses we suffer as a result of your failure to notify us within 7 days. 

2.3 Please do not install your product if it is damaged, or incorrect as once it is installed you have agreed to it being in good condition. This does not affect your statutory rights as a consumer.

2.4 PLEASE NOTE: There will be one person per vehicle and for health and safety the driver is only contracted to deliver curb side. Delivery inside a customers property is at the drivers discretion.
For large and heavy items please ensure there will be adequate assistance in helping the driver unload.


3.1 If you wish to cancel your order:

a.  you can notify us by email to before we have dispatched the goods to you;


b.  where goods have already been dispatched to you, by returning goods to us in accordance with clause 3.2 below.

3.2 Under the United Kingdom's distance selling regulations, you have the right to cancel the contract for the purchase of any of these items within a period of 7 working days, beginning with the day after the date of delivery. This does not apply to special order & made to order products, these items can not be cancelled or returned as they are made at the customers request. The costs of returning goods to us shall be borne by you. Products must be returned to HE Heating Supplies Ltd within 7 days of you receiving the goods in the original unopened packaging, failing which these rights shall automatically lapse. If a collection is required a charge may be made and you may also have to pay a re-handling charge up to a maximum of 40% of the products. We will endeavour to keep a re-handling charge to a minimum and will be at cost only.

3.3 Upon receipt of the goods we will give you a full refund of the amount paid or an exchange credit as required.

3.4 The rights to return the goods to us as referred to in clause 3.2 will not apply in the following circumstances: -

a.  in the event that the product has been used.

b.  in the event the product has been opened.

c.  to any products that we have made or customised specifically for you.

The provisions of this clause 3.4 do not affect your statutory rights.