Privacy Policy
RETURNS AND REFUNDS POLICY
Last updated on 06.05.2026
Welcome to AT Heating Modules Ltd (AT Heating Modules, we, us or our).
This Returns and Refunds Policy explains when you may be entitled to return a Product, cancel an Order, receive a refund, replacement or repair, and how to contact us about a return.
This policy should be read together with our Terms and Conditions, available at https://www.atheatingmodule.com/legal/terms-and-conditions
In this policy, Products means the electric boilers, heating modules, parts, accessories and other products available for purchase through our Website.
1 CONTACT US FIRST
If you would like to request a return, refund, cancellation, repair or replacement, please contact us first using the details below:
(a) Email: uk@atheatingmodule.com
(b) Returns address: 84 Bull Stag Green, Hatfield, Hertfordshire, England, AL9 5DE
(c) Order information to include: your name, order number, contact details, reason for return and any supporting photos or information.
Please do not send Products back to us without contacting us first, as this may delay the processing of your return or refund.
2 YOUR STATUTORY RIGHTS
(a) Nothing in this policy limits or excludes your statutory rights.
(b) Under the Consumer Rights Act 2015, Products supplied to consumers must be as described, fit for purpose and of satisfactory quality.
(c) If a Product is faulty, not as described, not fit for purpose or not of satisfactory quality, you may be entitled to a refund, repair or replacement. These rights apply separately from any change of mind cancellation rights.
(d) For more information about your consumer rights, you can visit Citizens Advice at www.citizensadvice.org.uk
3 CHANGE OF MIND CANCELLATIONS/RETURNS
(a) For many Products purchased online, you have a legal right to cancel your Order within 14 days after the day you, or someone nominated by you, receives the Product.
(b) You do not need to give a reason for cancelling during this period.
(c) To exercise your right to cancel, you must tell us clearly that you wish to cancel your Order. You can do this by emailing us at uk@atheatingmodule.com.
(d) You must tell us that you wish to cancel before the 14-day cancellation period has expired.
4 PRODUCTS THAT CANNOT BE RETURNED FOR CHANGE OF MIND
(a) You do not have a change of mind cancellation right for Products that are:
(i) made to your specifications;
(ii) clearly personalised;
(iii) bespoke, customised or specially manufactured for you; or
(iv) otherwise excluded from cancellation rights under applicable law.
This does not affect your statutory rights if a Product is faulty, not as described, not fit for purpose or not of satisfactory quality.
15 TECHNICAL PRODUCTS AND SUITABILITY
(a) Our Products may include electric boilers and related heating equipment. Before placing an Order, you are responsible for checking that the Product is suitable for your property, heating system, electrical supply, intended use and installation requirements.
(b) This includes checking, where relevant:
(i) the Product specifications;
(ii) dimensions and space requirements;
(iii) electrical supply requirements;
(iv) compatibility with your heating and hot water system;
(v) installation requirements; and
(vi) any applicable building, electrical or safety requirements.
(c) We will not be responsible for a Product being unsuitable for your property, heating system, electrical supply or intended use where this is due to information you provided being incomplete or inaccurate, or where you did not check suitability before placing your Order.
(d) This does not affect your statutory rights where you made a particular purpose known to us before purchase and reasonably relied on our written confirmation that the Product would be suitable for that purpose.
6 INSTALLATION, USE AND MAINTENANCE
(a) Products must be installed, used and maintained in accordance with:
(i) the manufacturer’s instructions;
(ii) any instructions or manuals supplied with the Product;
(iii) applicable laws, regulations and safety requirements; and
(iv) good industry practice.
(b) Installation should be carried out by a suitably qualified and competent installer, electrician or heating engineer where required.
(c) We will not be responsible for any fault, damage, loss, reduced performance or safety issue caused by:
(i) incorrect installation;
(ii) unsuitable electrical supply;
(iii) incorrect use, misuse or neglect;
(iv) failure to follow manufacturer instructions;
(v) failure to properly maintain or service the Product;
(vi) unauthorised modification, alteration or repair;
(vii) installation, removal or repair by a person who is not suitably qualified or competent; or
(viii) damage caused after the Product has been delivered to you.
(d) Nothing in this section affects your statutory rights if the Product itself is faulty, not as described, not fit for purpose or not of satisfactory quality.
7 RETURNING PRODUCTS AFTER CANCELLATION
(a) f you cancel your Order and you have already received the Product, you must return it to us without undue delay and no later than 14 days after the day you tell us that you wish to cancel.
(b) Unless the Product is faulty or we have agreed otherwise, you are responsible for the direct cost of returning the Product to us.
(c) When returning a Product, you must:
(i) package the Product securely and appropriately;
(ii) take reasonable care of the Product while it is in your possession;
(iii) provide us with an image of the packaged Product before posting it; and
(iv) provide us with a postage tracking number or other reasonable evidence of return.
(d) We recommend using a tracked delivery service, as you are responsible for the Product until it reaches us.
8 BULKY OR HEAVY PRODUCT RETURNS
(a) Some Products, including electric boilers and other heating equipment, may be bulky, heavy or unsuitable for return by normal post.
(b) Unless the Product is faulty or we have agreed otherwise, you are responsible for arranging and paying for the direct cost of returning the Product to us.
(c) Where a Product cannot reasonably be returned by post, we may:
(i) provide you with an estimated return collection cost;
(ii) ask you to arrange an appropriate courier; or
(iii) agree another reasonable return method with you.
(d)Any return must be suitably packaged, handled and transported in a way that prevents damage during transit.
(e) If a Product is damaged during return because it was not properly packaged, handled or transported, we may reduce your refund to reflect the loss in value.
9 CONDITION OF RETURNED PRODUCTS
(a) You may inspect a Product in the way you reasonably would in a shop to check its nature, characteristics and functioning.
(b) However, we may reduce your refund if the Product has lost value because you handled it more than was necessary to inspect it.
(c) This may include where a Product is returned:
(i) damaged;
(ii) used beyond what is necessary for inspection;
(iii) installed, connected or attempted to be installed;
(iv) altered or modified;
(v) missing parts, accessories, manuals or packaging; or
(vi) not in its original condition due to unnecessary handling by you.
(d) This does not affect your statutory rights if the Product is faulty, not as described, not fit for purpose or not of satisfactory quality.
10 INSTALLED OR USED PRODUCTS
(a) If a Product has been installed, connected, used or attempted to be installed, we may need to inspect it before confirming whether you are entitled to a refund, repair or replacement.
(b) We may ask for photographs, videos, installation records, electrician or installer reports, or other reasonable evidence to help us assess the issue.
(c) Where appropriate, the Product may need to be inspected by us, the manufacturer or a suitably qualified technician.
(d) Please contact us before removing, disconnecting, repairing or replacing a Product where possible. Unless required by law or agreed by us in writing, we may not be responsible for third party costs you incur without our prior approval, including call-out charges, labour costs, removal costs, reinstallation costs or replacement installation costs.
11 FAULTY, DAMAGED OR INCORRECT PRODUCTS
(a) Please contact us as soon as possible if you believe a Product is:
(i) faulty;
(ii) damaged in transit;
(iii) not as described;
(iv) not fit for purpose;
(v) not of satisfactory quality; or
(vi) not the Product you ordered.
(b) Please include your order number, a description of the issue, and photos or other evidence where possible.
(c) If your Product is faulty, damaged or incorrect, your legal rights may entitle you to a refund, repair or replacement. Nothing in this policy limits your statutory rights.
(d) We may ask you to return the Product to us so that we can inspect it before confirming the appropriate remedy.
(e) We will not be responsible for faults, damage or loss caused by:
(i) normal wear and tear;
(ii) misuse, neglect or accidental damage;
(iii) incorrect installation, storage, handling or maintenance;
(iv) modifications or repairs not carried out by us or someone authorised by us; or
(v) damage caused after the Product has been delivered to you.
12 REFUNDS
(a) Where you are entitled to a refund, we will refund you using the same payment method you used for your original purchase, unless we agree otherwise.
(b) For valid change of mind cancellations, we will refund:
(i) the price paid for the returned Product; and
(ii) the standard delivery cost, if you paid for delivery.
(c) We will not refund any extra delivery cost you paid for an enhanced or premium delivery method beyond our least expensive standard delivery option.
(d) We may withhold your refund until we have received the Product back from you or you have provided evidence that you have returned it, whichever is earlier.
(e) Where the return relates to a faulty Product, we may withhold reimbursement until we have inspected the Product and confirmed the appropriate remedy.
13 TIMING OF REFUNDS
(a) We will process any refund owed to you without undue delay and, in any event, no later than 14 days after the earliest of:
(i) the day we receive the returned Product from you;
(ii) the day you provide evidence that you have returned the Product to us; or
(iii) if no Product was supplied, the day after you tell us that you wish to cancel.
(b) Please note that your bank, card provider or payment provider may take additional time to make the funds available to you.
14 REPAIRS AND REPLACEMENTS
(a) Where appropriate, we may offer you a repair or replacement Product instead of a refund.
(b) If the Product is faulty, damaged or incorrect, we will discuss the available options with you in accordance with your statutory rights.
(c) We are not required to provide an exchange, repair or replacement for a change of mind return where the Product is not eligible for cancellation, including where the Product was made to your specifications or clearly personalised.
15 MANUFACTURER WARRANTIES AND GUARANTEES
(a) Some Products may come with a manufacturer’s warranty or guarantee.
(b) Any manufacturer’s warranty or guarantee is provided in addition to, and does not replace, your statutory rights.
(c) Warranty or guarantee cover may be subject to conditions, including:
(i) proper installation by a suitably qualified and competent person;
(ii) registration of the Product with the manufacturer;
(iii) servicing and maintenance in accordance with the manufacturer’s requirements;
(iv) use of the Product in accordance with the manufacturer’s instructions; and
(v) no unauthorised modification, misuse or repair.
(d) You should check the relevant warranty or guarantee terms supplied with the Product or made available by the manufacturer.
16 DELIVERY ISSUES
(a) If your Product has not arrived, arrives damaged, or you believe there has been an issue with delivery, please contact us using the details above.
(b) Delivery times are estimates only, but if we cannot deliver your Product within 30 days of your order confirmation, unless we have agreed otherwise with you, we will contact you and arrange either:
(i) a revised delivery date; or
(ii) cancellation of your Order and a refund.
(c) If your Product arrives visibly damaged, please take photographs of the packaging and Product and contact us as soon as possible.
17 INTERNATIONAL ORDERS
(a) We may accept or refuse international Orders at our discretion.
(b) If we accept an international Order, you are responsible for any applicable customs duties, import taxes, charges or fees.
(c) We are not responsible for delays caused by customs, import processes or your failure to pay applicable import duties or charges.
18 BUSINESS CUSTOMERS
(a) If you purchase Products for purposes wholly or mainly relating to your trade, business, craft or profession, you may not have the same consumer cancellation rights referred to in this policy.
(b) Any rights you have as a business customer will be as set out in our Terms and Conditions, your Order, and any applicable law.