Manufacturer Faulty Returns Policy
*All Credits will be help pending manufacturer's inspection.
*All Boilers that have been installed must remain in situ and the end user must contact the manufacturer in the first instance.
*Please note we cannot accept returns of Saniflo, Grundfos and Stuart Turner macerators due to the nature of the product. Please contact the manufacturer directly.
| Supplier | Can we collect? | Returns process | Contact details |
|---|---|---|---|
| Adey | Yes | We will collect with full details of the fault | https://adey.com/ |
| Aqualisa | Yes | We will collect with full details of the fault | Email: enquiries@aqualisa.co.uk Tel: 01959 560010 |
| Ariston | No | Installer/end user must contact the manufacturer to arrange engineer site visit. Collection will be arranged once we have written authorisation from the manufacturer | Tel: 0333 240 7777 |
| Lecico | No | Installer/end user must contact the manufacturer to arrange engineer site visit | Email: customerservice@lecico.co.uk |
| Be Modern | Yes - we will collect after the manufacturer has been contacted in the first instance. | Please contact the supplier in the first instance (issue may be able to be resolved over the phone). We will collect with full details of the fault. The credit will be held pending the manufacturers approval | customerservices@bemodern.co.uk |
| Baxi / Heatrae/ Potterton/ Main | No | Installer/end user must contact the manufacturer to arrange engineer site visit. Collection will be arranged once we have written authorisation from the manufacturer | Tel: 0330 678 0917 |
| Baxi/Potterton/Main Controls Only | Yes - With Confirmation of serial number | Collect with full details of the fault. The credit will be held pending the manufacturers approval | Tel: 0330 678 0917 |
| Burley Fires | No | Installer/end user must contact the manufacturer to arrange engineer site visit. Collection will be arranged once we have written authorisation from the manufacturer | customerservices@burley.co.uk |
| Cistermiser | Yes | We will collect with full details of the fault if within 12 months. If over 12 months then this would only be covered if an extended warranty was taken out with Cistermiser. Manufacturer must be contacted if over 12 months | Email: sales@cistermiser.co.uk Tel: 0118 969 1611 |
| Crystal Fires | No | Installer/end-user must contact the manufacturer. Any manufacturing faults will be rectified by Crystal Fires within the first 12 months of installation | sales@crystalfires.co.uk |
| Danfoss | Yes | We will collect with full details of the fault | Email: customerservice.uk@danfoss.com Tel: 0330 8086 888 |
| Dimplex - Electric Only | Yes - with manufacturer authorisation | Installer/end user must contact the manufacturer to arrange engineer site visit. Collection will be arranged once we have written authorisation from the manufacturer in the form of an INC (Incident) or CAS (case) reference | Tel: 0344 879 3588 Email: gdhv.customersupport@glendimplex.com |
| Valor/Rob Willey Gas | Yes - with manufacturer authorisation | Installer/end user must contact the manufacturer to arrange engineer site visit. Collection will be arranged once we have written authorisation from the manufacturer in the form of an INC (Incident) or CAS (case) reference | Tel: 0344 879 3588 Email: gdhv.customersupport@glendimplex.com |
| Drayton | Yes - with completed Drayton returns form - Click Here | We will collect with full details of the fault and a completed copy of the Drayton returns form | Tel: 0333 6000 622 Email: customer.care@draytoncontrols.co.uk |
| Flavel | No | Installer/end user must contact the manufacturer to arrange engineer site visit. Collection will be arranged once we have written authorisation from the manufacturer | info@bfm-europe.com |
| Fressshh | Yes | We will collect with full details of the fault- if spare parts are required these can be requested from the supplier | Email: technical@roxorgroup.com |
| Gledhill | Yes - With Serial Number | Collect with full details of the fault, pending inspection | Tel: 01253 474 550 |
| Google Nest | No | The end user needs to contact Google Nest support. The agent will trouble shoot the product with the user to diagnose the issue. If the item is confirmed as faulty then Google will provide a returns reference for us to collect or they will provide a replacement for the customer if still within warranty. | Google Nest Support: 0808 178 0546 |
| Grant | No | Installer/end user must contact the manufacturer to arrange engineer site visit. Collection will be arranged once we have written authorisation from the manufacturer | Tel: 01380 736920 Email: info@grantuk.com |
| Grundfos Sololifts | No | Installer/end-user must contact the manufacturer | Email: grundfos-uk@sales.grundfos.com Tel: 01525 850 000 |
| Grundfos Pumps | Yes | We will collect with full details of the fault | Email: grundfos-uk@sales.grundfos.com Tel: 01525 850 000 |
| Henrads | Yes | We will collect with full details of the fault. Compact radiators have a 10 year warranty. Decorative Radiators have a 5 year warranty. | Tel: 0800 876 6813 |
| Honeywell | Yes | We will collect with full details of the fault. Date code must be checked to confirm the item is still within warranty | ssc.rmateamuk@resideo.com |
| Hive | Yes | End-user must contact the manufacturer and troubleshoot the device in the first instance. If they are unable to repair the device we can then collect with full details of the fault. | Webchat: hivehome.com Tel: 0333 202 9614 |
| Ideal Boilers | No | Installer/end user must contact the manufacturer to arrange engineer site visit. Collection will be arranged once we have written authorisation from the manufacturer | Email: idealheating.com Tel: 01482 498660 |
| Ideal Timers and Accessories | Yes | We will collect with full details of the fault | Email: idealheating.com Tel: 01482 498660 |
| Insinkerator | No | Item must be left installed and the end user to contact the manufacturer | Tel: 0800 389 3715 |
| Mira | Yes | We will collect with full details of the fault. If the product is deemed to be NOT faulty then a minimum 25% restocking fee will be applied. | internalsales@mirashowers.com |
| Neomitis | Yes | We will collect with full details of the fault | E-mail: contactuk@neomitis.com Tel: +44 (0) 2071 579 967 |
| Pro Filters Taps and Pumps | Yes | We will collect with full details of the fault | |
| Prorads | Yes | We will collect with full details of the fault. Prorads have a 10 year warranty period. | |
| Roca | No | Installer/end-user must contact the manufacturer | Tel: 01530 830080 |
| Saniflo | No | We will NOT collect under any circumstances- Installer/end-user must contact the manufacturer | Tel: 020 8842 0033 |
| Smiths/ Myson | No | End-user would need to contact the manufacturer who will go through the trouble shooting options with the user, we cannot accept any units unless the manufacturer has confirmed. The manufacturer will swap any faulty parts or the full unit if it is still within the 5 year warranty period. If the part is out of the warranty period they will advise the parts required in order to get the unit running again. | Tel: 01245 324 900 |
| Stelrad | Yes | We will collect with full details of the fault | Tel: 0800 876 6813 |
| Stuart Turner Pumps | Yes | We will collect with full details of the fault | Tech assist helpline: 01491 917485 Email: Techassit@staurt-turner.co.uk |
| Stuart Turner Macerators | No | We will NOT collect under any circumstances- Installer/end-user must contact the manufacturer | Tech assist helpline: 01491 917485 Email: Techassit@staurt-turner.co.uk |
| Triton | Yes - we will collect after the manufacturer has been contacted in the first instance. | Advise installer/ end-user to contact the manufacturer, they will send an engineer to replace any defective parts with genuine Triton Spares. If Triton advise the item cannot be repaired and is still within warranty | Email: serviceenquiries@tritonshowers.co.uk Tel: 024 7637 2222 |
| Trojan | No | We would need to request photos of the fault / defect and send this to Trojan who will advise whether this will be accepted under the warranty. Collection will be arranged once we have written authorisation (Credit reference) from the manufacturer | Email: sales@trojan-baths.co.uk Tel: 01484 648 181 |
| Vaillant | No | Installer/end user must contact the manufacturer to arrange engineer site visit. Collection will be arranged once we have written authorisation from the manufacturer | Email: sales@vaillant.com Tel: 0345 602 0262 |
| Viessman | No | Installer/end user must contact the manufacturer to arrange engineer site visit. Collection will be arranged once we have written authorisation from the manufacturer | Email: aftersales-uk@viessmann.com Tel: 01952 675000 |
| Worcester Boilers & Cylinders | No | Installer/end user must contact the manufacturer to arrange engineer site visit. Collection will be arranged once we have written authorisation from the manufacturer | Tel: 0330 123 3366 |
| Worcester Timers & Accessories | Yes | We will collect with full details of the fault | Tel: 0330 123 3366 |
