Returning Products

Cosmetically Damaged Products Policy: 24 Hours

Any items which arrive cosmetically damaged will be replaced free of charge, as long as they are reported to us within 24 hours of signing for your order. Sorry, we will not accept returns for items with cosmetic damage, which you have failed to report to us within 24 hours of signing for your product. This information is clearly stated on:

  • 1. On the 'Payment & Delivery' page of this website 
  • 2. In the 'Dispatch Notice' email we send out to all customers when the orders are shipped
  • 3. On the 'Delivery Note' attached to the outside of the product

...all items with cosmetic damage (normally inflicted by the courier) must be notified within 24 hours or by the end of the next working day (if signed for at the weekend).

Missing Parts Policy: 14 Days

If you find any parts missing from your packages, please remember that all goods must have been checked for missing items within 14 days of receipt. Please remember that small accessories (valves etc) may have been packed inside the box with your radiator/towel rail, so please open all packaging before you call us to report potential items missing (as most of the time customers call us they are in fact there).

Free replacement of missing parts notified to us over 14 days from the date you sign for the products will not be accepted. This policy is clearly written on the delivery note attached to the outer packaging.

Change of Mind Policy, Once Goods Are Received: 14 Days 

We are more than happy for our customers to buy a designer radiator or heated towel rail from us, view it at home, allowing you to see it in situ. If you then change your mind and wish to return it to please phone within 14 days of the day of receiving it us on 01204 695 387. We shall then arrange for this to be collected from you by the appropirate courier for the size of the item. Note for accessory only orders you will need to arrange to post these back yourself as we will not send a courier for very small items.

Once it arrives back in 'as new' condition (this means in its original packaging and never having been fitted), you shall be refunded minus collection fees as listed below:

  • 25 - for items up to 1499mm in length
  • 50 - for items over 1500mm in length

If more then one item is to be returned (as part of the same order) you shall be charged an additional 50% of the fee for each subsequent item (ie 12.50 for item up to 1499mm high or 25 for item over 1500mm high) Note: If you originally paid for an upgraded delivery, the cost of the upgraded delivery will not be refunded.

Whether you are having a full refund or swapping to a different product the same fees will apply.

If you are planning to swap for a different product you must wait for the returned product to arrive back with us, so we can then use the credit note from this as full or part payment for the replacement product. Otherwise if you need the new item straight away, you can pay for the new one in full and then you will be refunded for the returned item, minus the collection fees once that arrives back.

Note: If you order a bespoke item which is manufactured especially for you ie:

  • polished stainless steel stock
  • coloured towel rail / radiator
  • non stock items
  • specific size unique to your requirements

these items are non returnable, as these are not our normal stock items. The items are still covered for faults etc, but not change of mind.

Faulty Products Policy

In this unlikely event, firstly we apologise for this. Please could you telephone us on 01204 695 387 to notify us of the problems you're having.

If Replacement Required: You have two options how to replace this.

1. We are aware that is it costly to have a plumber or electrican visit your premises twice to remove and then fir the replacement product, so most customers prefer to have the repacement product sent out before the faulty one is taken down. For this option, we will charge you a holding fee of roughly 50% of the price of the item and a brand new one is sent. When the faulty one has been taken down off the wall; you have advised us to collect it and it then arrives back with us, you shall receive a full refund of the holding fee you have been paid and kept your tradesman bills to a minimum. Additionally you may no longer have the packaging from the original product, so by choosing this option you will have the packaging from the replacement product for sending back the faulty product.

2. Alternatively, we can arrange for a replacement product to be sent out to you with no charge, but for this option the faulty product must be taken fown off the wall and a simultaneous collectio and delivery must take place on the same day. Please Note In this scenario, sometimes the courier may drop off the new product and then return later that same day to collect the faulty product (as they may need to empty their van before starting the collections) so you will need to remain home all day.

Note 1: If you have an electric towel rail or electric radiator and the product is faulty, but the element is OK, we normally ask you to keep the element, as only the rail or radiator itself will need replacing.

If No Replacement Required: We shall simply collect the item from your home.

Confirmation of Fault and Adequately Packaging Your Product for Return

We request that you adequately package any faulty item being returned to us. If we are sending you a replacement item (optin 1 above) you can use the packaging off the new item for the the old item. If you are having a simultaneous swap out (option 2) it is up to you to package the radiatro ready for transit with the courier. All brackets etc must be sent back please.

Once the item arrives back with us, it shall be fully tested to ensure the fault you have notified us of is correct. Once verified and as long as the item has arrived back in a suitable condition along with all brackets etc, you shall be refunded your holding.

Our Policy on Tradesmen Fees Associated with Replacing Faulty Products

Geyser guarantees its products for the specified length of time, as stated on the respective product page. Should any item develop a fault within the guarantee period we shall replace the product for you. We will also cover the cost of collecting the faulty product and the cost of sending the replacement product back to us. However, we are not liable for covering any of associated costs from your electrician or plumber to swap the products.

Should you find that you run into high, unexpected costs in replacing a faulty product, you may email or post us a copy of your plumber's or electrician's invoice, once it has been paid by yourself. On receipt we shall review the costs you have incurred and we may consider partially reimbursing these costs. This invoice must be fully paid and invoiced to you (the customer) and not to Geyser. Any invoices raised to Geyser directly will simply be rejected. This decision on any refund is completely at the discretion of the General Manager and each case will be reviewed dependant on the overall inconvenience caused to the customer and offered as a pure gesture of good will from Geyser.

Communication Between Geyser and its Customers

Typically only the following 3 emails will be sent to our customers, following this you shall not receive any further 'spam' from Geyser under any circumstance.. unless we have a specific update to inform you of about the product you have purchased.

1. As soon as you place your order, you shall receive an "Order Confirmation" email which will list all the items purchased and the total paid. It will also contain further information stating when you can expect your order to arrive.

2. On the day that your items leave our warehouse, we shall send you a further "Dispatch Notice" email, which will confirm the items have been sent and will also list all the information you need to be able to track your delivery with our courier. This includes the consignment number and the contact details for a real time update as to the whereabouts of your order and how to ascertain what time your order may turn up. Please look out for this email arriving with you.

3. Additionally 20 days after placing your order you shall receive a final "Review Request" email asking for feedback on what you thought of our service, which is listed in the "Trust Pilot" open public forum accessible from our homepage for all our future customers to see.

Out Of Stock Items Policy

If an item is out of stock and not available for next day delivery, it will be stated on the product page just below the price. For example "Delivery in July (7th-15th) as Currently Out of Stock" means we expect it to arrive with you during this time period. Please Note: These dates are subject to change, therefore Geyser cannot be held responsible if your order is held back longer than the suggested dates.We will telephone you when your order is ready for dispatch to advise you of the exact date it will be arriving, to ensure you are available to sign for it. If you reach the end of the date period specified and you haven't heard from us, this will mean that your delivery may be further delayed. In this case, please phone us on 01204 695 387 for an update on your order, or check the relevant product page on our website, as this should have the new expected delivery date on it. If your order contains items both in stock and out of stock, we ask you in your order confirmation email to let us know whether you'd like part delivery or full delivery when all items are back in stock.

Delivery Timeframe Policy

Here is simple chart to tell which day you can expect your order to arrive, depending the time and day you placed your order.

ORDER PLACED:

  • FRI After 2pm through MON Before 2pm (ie all weekend) = Delivered TUE
  • MON After 2pm through TUE Before 2pm = Delivered WED
  • TUE After 2pm through WED Before 2pm -= Delivered THU
  • WED After 2pm through THU Before 2pm = Delivered FRI
  • THU After 2pm through FRI Before 2pm = Delivered MON

Note: Only exception to the above is an upgrade to Saturday delivery, which wil arrive Sat as long as ordered before 2pm on a Friday.Items will arrive anytime between 9 - 5pm (unless you choose to pay for an upgrade for a specific time of day).

Note: If your order was placed very close to 2pm, we advise you call us on 01204 695 387 to check we receive your order in time, as it may get carried over to the next day.

No liability will be accepted by Geyser for any failure or delay in deliveires which is wholly or partially due to an Act of God, War, Fire, Explosion, Riot, Civil Commotion, Restriction by Government or other competent authority, Strikes, Lock Outs, Failure in supplies or to any cause whatsoever beyond our control.

VAT & Payment Processing

Value Added Tax is added to all orders being placed or sent within the UK. Our VAT number is 816 555 223. Online orders are processed via our online credit and debit card payment processing site is a secure area managed by Sage Group PLC. The Sagepay payment gateway uses a combination of both established and innovative techniques to ensure the security and integrity of all sensitive data, thus protecting the cardholder. This includes 3D authentication for customers who have registered for it with their banks. All communication between the cardholder and Sagepay is encrypted to the maximum strength supported by the cardholder browser using TLS or SSL security. More information is available direct from the Sagepay website www.sagepay.com .

Complaints Procedure

Any complaints should be directed to Alex Ramsay, General Manager. Email alex@geyser.co.uk or telephone 01204 695 387.

Our Rights

We reserve the right to change, modify, substitute or remove without notice any information on this website. Prices, goods and availability of products are subject to change at any time. Geyser also reserves the right to withdraw its service at any time, to refuse the service to any customer and to amend these Terms & Conditions, all at any time without notice.

Applicable Law

These conditions shall be construed according to and governed by UK Laws. None of our Terms and Conditions affects your statutory rights as a consumer.

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