Terms & Guarantees
• Consumer Rights Act 2015 and Consumer Contracts Regulations
• Guarantee - The guarantee applies to the first purchaser only, is non-transferrable and proof of purchase will be required for all guarantee claims
Cosmetically Damaged Products - 48 Hours
Any items which arrive cosmetically damaged will be replaced free of charge, as long as they are reported to us within two working days, from the time you sign for your order. The law states that you should have reasonable opportunity to inspect your goods after receipt, Geyser gives you two full working days to check your products, which gives you ample opportunity to check your delivery. Sorry, we strictly cannot replace items received by the customer with cosmetic damage, which you have failed to report to us within two days of signing for your product. Outside of the two days it is questionable whether the courier caused the cosmetic damage to a product.
Information regarding this policy is clearly stated in the following places:
• On the "Delivery Note" physically attached to the outside of the packaging
• (In most cases) On a large A4 size rubber stamping made to the packaging
So to re-emphasise the point... all items with cosmetic damage (inflicted by the courier) must be notified within two days or by the end of the next working day (if signed for at the weekend)
Note: Additionally, items which arrive damaged should not be fitted, if they are fitted to your wall then it is questionable whether the damage was caused during installation by the fitter. Any damaged items should remain in their original box and reported back to us within two days for a free replacement to be sent.
Please understand this rule is implemented by the courier and not Geyser.
Returns (Change of mind) - Less than 14 days
You have the right to return unwanted products for a full refund within 14 days of the goods being in your possession. You then have an additional 14 days to return the goods. The customer is liable for the carriage costs for the products return*. A deduction can be made from the refund if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. If the product has been installed, then it will be deemed impossible to sell as a new product, and no refund will be due.
• £25 cost for products under 1500mm in height
• £50 for products over 1500mm in height
• Subsequent items will be charged at half the rate
Faulty Product - Less than 30 days
You have the right to return faulty products within 30 days from the date you take ownership of your product. After 30 days, you will not be legally entitled to a full monetary refund if your item develops a fault.
Our product guarantees are based on the price of the product at time of purchase. Please see information below
Product Price When Purchased
• £1-£199 - 1 year guarantee
• £200-£299 - 2 year guarantee
• £300-£399 - 3 year guarantee
• £400-£499 - 4 year guarantee
• £500+ - 5 year guarantee
For example - If you purchased a designer radiator for £350 inc VAT, your guarantee period will be 3 years from date of purchase.
Fair Wear and Tear Policy
Even if the product is covered by a manufacturer guarantee, the value of the liability may be subject to a reduction for fair wear and tear. The maximum amount of deduction and time bands are as follows….
• Within 6 months - 1 year No deduction
• 1-2 years previous 20% deduction
• 2-3 years previous 40% deduction
• 3-4 years previous 60% deduction
• 4-5 years previous 80% deduction
Repair or Replace – More than 30 days
If your product develops a fault after 30 days in your possession, Geyser Ltd have the right to repair or replace any goods which are of unsatisfactory quality, unfit for purpose or not as described. You can state your preference, but the Geyser can choose whichever would be cheapest or easier for it to do. If the attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product.You're entitled to a full or partial refund instead of a repair or replacement if any of the following are true:
•The cost of the repair or replacement is disproportionate to the value of the goods
•A repair or replacement is impossible
•A repair or replacement would cause you significant inconvenience
•The repair would take an unreasonably long amount of time.
If a repair or replacement is not possible, or the attempt at repair fails, or the first replacement also turns out to be defective, you have a right to receive a refund of up to 100% of the price you paid, or to reject the goods for a full refund. If you don't want a refund and still want your product repaired or replaced, you have the right to request that Geyser makes further attempts at a repair or replacement.
The only liability on Geyser Ltd during the resellers or manufacturers guarantee period will be the entitlement to a refund or replacement product. Geyser Ltd will endeavour to accommodate the wishes of the customer but reserves the right to refund or replace the product with the same model, based on the most cost-effective solution for Geyser Ltd. Geyser will not be liable for any additional costs including, but not limited to, fitting costs, return costs and any other consequential loss within the guarantee period.In all claims the onus is on the customer to prove that a fault exists with the product and is not just the result of normal wear and tear. The guarantee does not cover substandard installation, which in most common cases is evident at the water connections or the seals on the radiator. Radiators must be maintained according to the instructions. Proof must also be provided that the product was installed by a qualified heating engineer from the Gas Safe Register www.gassaferegister.co.uk if a central heating product. If an electrical product, proof that the electrical engineer was registered on the Registered Competent Person www.electricalcompetentperson.co.uk is required.
The first 6 months
If a fault develops within the first 6 months of owning the product, Geyser presumes that the fault was present at the time of purchase and you have the right to a full or part refund. Geyser may require practical and cost effective evidence to support the claim for the fault. However, if the fault can be demonstrated to be caused through mis-use, abuse, incorrect installation or the product was not installed by a competent person (see General above) then no refund, either in full or part, will be due.
6 months to 5 years
Most products will have a manufacture’s guarantee that extends between 1 year and 5 years which will be listed on the product at the time of purchase. Geyser will take responsibility for administering your claim with the manufacturer and therefore all faults should be reported to Geyser. However, it is important to understand that the burden is on you to prove that the product has developed a fault. Despite this, Geyser customer service staff are on hand to assist with specialist advice to help you determine if there is a product fault. Often the fault can be identified as a system fault, not a product fault, and can be easily rectified by competent person. If the manufacturer has ceased trading, then only the statutory 6-month guarantee with Geyser applies and the manufacturer guarantee dies with the manufacturer.
Orders for Non-Stock Items (any codes starting “Z-“)
• Any customer purchasing special order (non-stock) items is required to pay a minimum 50% non-refundable deposit at the time of order.
• The remaining 50% balance is then payable when the items are ready for dispatch and must be paid before dispatch takes place.
• Credit limits cannot be used to pay the 50% deposit payment.
• As soon as an order is placed, production begins right away, therefore the 50% deposit is strictly non-refundable for any special order items once paid.
Orders for Stock Items in EXCESS of Normal Stock Holding
• Any trade customer purchasing multiple items above the quantity which Geyser hold in stock, (i.e. we need to put further items in production specifically for your order), the customer is required to pay a minimum 50% non-refundable deposit at the time of order.
• Credit limits can be used towards the 50% balance payments (where credit limit is less than 50% balance the difference must be paid before goods are dispatched).
• As soon as an order is placed, production begins right away, therefore the 50% deposit is strictly non-refundable for any multiple items orders once paid.
• For orders where the items are ready and Geyser is required to store the items on site (i.e. awaiting a delivery date from the customer) we shall only store these for a maximum of 14 days, with a 50% deposit payment in place.
• Beyond 14 days full payment of the 50% balance is required as we shall not continue to store beyond this time period. At that point if no payment is made, we shall dispatch the goods to the value of the 50% deposit and the remaining items will be made available for sale to other customers.
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.
Cancellation of Order, Prior to Receipt of Goods
You have the right to cancel an order within 24 hours of placing it as long as the order has not been dispatched from our warehouse.
If your item is a special order (i.e. bespoke colours, sizes models etc) the order cannot be cancelled once the goods are in production (FYI: normally production will begin 3-4 days after your order is placed).
Please ring us to state you wish to cancel an order and you shall be refunded in full. Note: If the item has already been dispatched at the time of your call, then the fees as listed below will be payable as the item has technically been sent at that point.
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 (option 1 above) you can use the packaging off the new item for the old item. If you are having a simultaneous swap out (option 2) it is up to you to package the radiator 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.
Communication Between Geyser and its Customers
Typically, only the following 2 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. 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, we recommend that you telephone us to confirm stock availability on 01204 695387. Our company policy is too stock everything advertised (except special order colours) so there is a good chance that the stock will be arriving with us very soon. Maybe even within a day or so.
Delivery Timeframe Policy
Here is simple chart to tell which day you can expect your order to arrive, depending the time and day you place your order.
ORDER PLACED for Designer Radiators and Towel Rails
• FRI After 3pm through MON Before 3pm (i.e. all weekend) = Delivered TUE
• MON After 3pm through TUE Before 3pm = Delivered WED
• TUE After 3pm through WED Before 3pm -= Delivered THU
• WED After 3pm through THU Before 3pm = Delivered FRI
• THU After 3pm through FRI Before 3pm = Delivered MON
ORDER PLACED for Accessories
Orders are dispatched as 2nd class via Royal Mail
ORDER PLACED for Mirrored Radiators
Dipatched next day via a specialist courier on a two day delivery service.
If you are unsure of when to expect your order please contact us during working hours on 01204 695387 and we be happy to let you know
Note: Electric products require assembly, so the 3pm cut off for last orders becomes 2pm on all days for orders of electric products.
Note: Only exception to the above is an upgrade to Saturday delivery, which will 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 3pm, 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 deliveries 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.
What If My Tradesman Is Waiting and Items Don’t Arrive?
99% of the time your parcels will arrived as ordered, but on rare occasions the parcels may be delayed due to a wide variety of reasons including: traffic, bad weather, unable to find address, driver out of time, warehouse picking error, miscommunication in order etc. so we recommend NOT booking your plumber or electrician until the product has physically arrived with you and you have opened it to check all items are present as ordered and they are not cosmetically damaged. This is simply to save you money in case anything goes wrong and you end up paying repeated tradesman costs. Just some good advice for you, as Geyser will not reimburse for wasted tradesman visits for late or incomplete orders.
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 .
Any complaints should be directed to Operations Manager, Geyser Ltd, Unit A 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE. Email: firstname.lastname@example.org or telephone 01204 695 387.
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.
These conditions shall be construed according to and governed by the law of England & Wales. None of our Terms and Conditions affects your statutory rights as a consumer.
Company Number: 04971321
Registered Office: Geyser Ltd, Unit A 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE.