Deliveries
At LoCO2 Heat, we understand that time is money for our trade customers. That's why we strive to deliver your orders quickly and efficiently.
- Order Processing: We aim to process and dispatch orders within 2 business days of receiving them if the goods are in stock. They will be placed for delivery on a next-day service where available.
- Delivery Options: We offer a variety of delivery options to suit your needs, including standard, weekend, and express delivery. Delivery costs will be calculated at checkout based on the weight, size, and destination of your order.
- Tracking Your Order: Once your order is dispatched, you will receive a notification with a tracking number to follow your shipment's progress.
- Specialist Items: For items not held in stock, we will communicate delivery timeframes to you.
- Large Specialty Orders: For large specialist orders such as, but not limited to, underground pipe, boilers, and buffer tanks, we will inform you of the delivery schedule and provide specialist delivery instructions, such as requirements for offloading from transport.
- Third-Party Delivery Delays: While we strive to ensure timely deliveries, we are not responsible for any delays caused by third-party delivery companies. We will keep you informed of any such delays as soon as we are aware of them.
Returns Policy
We are confident you'll be happy with your purchase from LoCO2 Heat. However, if you need to return an item, please follow these guidelines:
- Return Eligibility: You may return most new, unopened items sold by LoCO2 Heat within 28 days of delivery for a full refund (minus any applicable delivery charges). Please see T&Cs regarding restocking fees that may be applicable (Link to Ts&Cs).
- Items Not Eligible for Return: Custom-made or special-order items (any item we would not usually hold in stock), and any items that have been used, installed, or taken out of the original packaging are not eligible for return. (For more information, please see Ts&Cs).
Return Procedure
- Initial Contact: Email LoCO2 Heat at support@loco2heat.co.uk providing the list of items you will be returning and the original Order or Invoice number.
- Receive RAN Number: Wait to receive a Return Authorisation Number (RAN) from LoCO2 Heat by email. This number is necessary to process your return. You will also receive confirmation that the goods are returnable. If they are not, this will also be clarified.
- Packaging: Package the items securely and clearly mark the RAN number on the outside of the package. Send the items to our warehouse address:
LoCO2 Heat, Pyramid House, 1 Tiverton Way, Tiverton Business Park, Devon, EX16 6TG
- Inspection and Refund: Once the goods have been received at the warehouse, they will be checked to ensure they are in resalable condition. If so, a credit will be applied to your LoCO2 Heat account minus any restocking fees applicable. If you do not have an account, the amount will be refunded via the original payment method. The credit cannot be transferred to another person or payment account from the original transaction.
Important Notes
- Checking Eligibility: If you are unsure whether the goods you are purchasing are eligible for return, it is your responsibility to check prior to purchase.
- RAN Number Requirement: Returns sent without a RAN number may not be processed.
- Refund: There will be no refund if the goods are not received within 28 days of delivery in a resalable condition.
Compliance with UK Business to Business Laws
This returns policy is designed to comply with the Sale of Goods Act 1979 and our terms & conditions. Unlike consumer transactions, business to business transactions do not benefit from statutory rights to return goods unless they are faulty or not as described. Therefore, businesses must carefully review our return policy and their contract terms before making a purchase. If you have any questions regarding this returns policy, please contact us at support@loco2heat.co.uk.
Faulty Goods Warranty
At LoCO2 Heat, we strive to ensure our products meet the highest standards. However, if you encounter an issue with your purchase, please follow these guidelines.
Reporting Damaged Goods or Missing Items
- On or Before Delivery: If a product is delivered damaged, please notify us within 48 hours of delivery.
If a parcel arrives showing visible damage, take pictures of the damaged packaging, clearly showing the courier label. Then check the contents before the driver leaves and sign for as damaged. Inform us immediately. If an item is missing from your delivery, please email support@loco2heat.co.uk with details of the missing items and a member of the team will get back to you.
- After 48 hours and Up to 12 Months: If you discover a fault that was not noticeable upon delivery, please contact us as soon as you discover the defect to request a repair or replacement.
Warranty Period
- Within 12 Months of Receipt: You are eligible to request a repair, replacement, or refund for faulty goods within 12 months of receipt.
- After 12 Months of Receipt: We cannot accept requests for repair or replacement after 12 months. However, you may contact the manufacturer directly if an extended warranty is available.
How to Report a Faulty Item
- Contact Us: Reach our customer service team at 01884 253 444 or support@loco2heat.co.uk
- Provide Details: Include your order or Invoice number, a description of the fault, and relevant photos.
- Receive RAN Number: We will provide you with a Return Authorisation Number (RAN), which will be the reference for your claim. Please use this in all correspondence.
- Return Faulty Goods: Send the faulty goods at your expense to LoCO2 Heat, Pyramid House, 1 Tiverton Way, Tiverton Business Park, Devon, EX16 6TG, including the RAN Number unless instructed otherwise.
Faulty Goods
- Replacement: We will replace the faulty item with a new one of the same kind, if available.
- Repair: If a replacement is not available or appropriate, we may offer to repair the faulty item.
- Refund: If neither a replacement nor a repair is possible, we will issue a full refund.
Important Information
- Warranties: Typically cover manufacturing defects and do not include damage from improper use, wear and tear, or accidental damage. Specific terms vary by product.
- Inspection: Goods returned for warranty claims will be inspected and may be sent to the supplier for further testing. The warranty process will proceed after confirmation that the fault was not due to misuse or incorrect installation as per Ts&Cs.
- RAN Requirement: Returns without a valid RAN may not be processed.
Additional Notes
- Follow-Up: You will receive updates from LoCO2 Heat throughout the warranty process until a resolution is found.
- Response Time: If we do not receive any additional requested information from you within 30 days, we reserve the right to close the claim.
Contact Information
For any questions or concerns regarding our delivery and returns policy, please contact our customer service team. We appreciate your business!
support@loco2heat.co.uk
