Cancellation and Returns Policy

Cancellation Policy

This Condition does not affect your legal and statutory rights, and further advice can be obtained from the Citizens Advice Bureau.
You will be entitled to cancel the Contract with us in the following circumstances:

Where you are unhappy with the Goods, for whatever reason, and notify us before the expiry of seven working days from the day after the day on which the Goods were received and goods remain unopened in the exact state they were delivered.

Where Goods supplied are not in accordance with the specifications of your order.
In all other circumstances, once the Goods have been received, you will not be able to cancel the Contract and will be liable to us for the price, unless otherwise determined in our absolute discretion.

Where you wish to cancel your order, we request that you return the Goods to us in accordance with our Returns policy.

Please note that this right of cancellation does not apply where Goods are specifically made to your specification or personalised at your request.
We warrant to you that the Goods will be of satisfactory quality and fit for their normally intended purpose. This warranty is given subject to the following conditions, and we shall be under no liability in respect of:

Any defect arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, failure to follow our instructions (whether oral or in writing), misuse or alteration or repair of the Goods without our approval;
any attempt made by you or any third party to remedy a defect before the Goods in question have been returned to us for inspection (if so required).

Cancellation by us

 We reserve the right to cancel the contract between us if:

We have insufficient stock to deliver the goods you have ordered;

We do not deliver to your area; or

One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order.

Returns Policy

Goods received and returned after the 7 day period and up to 30 days may be returned at our discretion.

Do not return Goods to us without following the steps below. We will not be liable for any Goods returned to us that do not follow this procedure.

1. You have a statutory duty to take reasonable care of the Goods whilst they are in your possession and up until the time when the Goods are physically returned to us. Notwithstanding any rights you have as a "consumer" under the Consumer Protection (Distance Selling) Regulations 2000 ("The Regulations") in relation to cancellation of an order or returning Goods to us, if any damage is caused to the Goods whilst they are in your possession, we may have a claim against you for breach of that statutory duty.

2. Before returning any Goods to us we request that you contact us in writing or by e-mail at enquiries@onlineboilers.co.uk  to inform us that Goods are being returned and to obtain a return reference number. Online Boilers will then inform you of the steps that need to be taken to return goods.

3. In returning the Goods to us we request that you comply with the following requirements:

3.1. You state your original order reference number on any correspondence sent with the returned Goods to assist us in dealing with any refund efficiently;

3.2. Return the unopened products in undamaged original packaging;

4. Except where otherwise agreed, you are responsible for returning the Goods to us. We ask that you please ensure that you obtain adequate proof of delivery as we will not be liable for any Goods that are lost or damaged in transit.

5. Where Goods have been damaged whilst in your possession we shall not be obliged to accept the return of those Goods. In such circumstances, we will notify you that the Goods are available for re-collection or re-delivery for which you shall be liable for any reasonable delivery charges incurred.

6. We shall inspect all Goods that are returned and should we deem the complaint for damaged or faulty Goods to be unjustified, we will inform you of the reasons for our decision and either notify you that the Goods are ready for collection or arrange for them to be re-delivered to you.

7. Where we accept the return of the Goods, we will provide you with either replacement Goods or a full refund or account credit as you request. Any refund will be repaid or credited within 30 days of being notified of your intention to cancel.