Terms & Conditions

We will try and make your visit to the our web site as pleasurable and as easy to use as possible.

Should you wish to purchase goods from the site you should firstly familiarise yourself with the Terms and Conditions set out below.

Territorial, Legal or Judicial Jurisdictions. 

We welcome orders for, and are able to dispatch products, to most parts of the world. However, if you do not reside in the U.K please read the following carefully before placing your order.

All Terms & Conditions pertaining to the HeatXchange Ltd web site and your use of the site are governed by English Law and as such are designed to meet the requirements of our customers from within the UK. Purchasers from outside England and the U.K. should, before placing an order, be aware we neither give nor offer any warranties, expressed or implied. In addition we neither give nor offer any warranties, expressed or implied that usage of the web site, or the placement of any order via the web site from outside the UK complies with any applicable or enforceable none English or United Kingdom laws and/or regulations. Intending purchasers from outside the U.K. and England should accordingly be aware that any products or promotions offered from the site not permitted under the laws of your State or Country are not offered to you. These terms do not exclude your none excludable statutory rights.

Terms & Conditions

When you place an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions. Should you not agree or are unhappy or otherwise concerned with aspects of them, please contact us BEFORE you place your order at: [email protected]

We would advise that all goods are recieved and checked before booking a installer.

Contractual Terms of Sale.

A Contract between the purchaser/customer and The HeatXchange Ltd for the sale of our products will only take place at the point when an order has been accepted, processed and delivered or despatched. This does not affect a purchaser/customer's statutory rights. 

Stock Shortages and Pricing Errors.

Our aim is always to show through the pages of the The HeatXchange Website all items in our current range. We hold a substantial stock of all products in the styles and sizes displayed. However, being human we occasionally run out of an item of stock. Should this happen to you we shall inform you as soon as your order is received, offer you a full refund, an alternative product or notify you of the expected delivery date. You may alternatively choose to have the in-stock items delivered immediately, with the remaining item will to be sent as soon as we receive the missing stock. There will be no additional charge for this service. 

We make every effort to ensure that published prices are correct, but we are only human, and rarely, errors may occur. If we discover an error in the price of goods you have ordered from us we will inform you as soon as the error is discovered and give you the option of either reconfirming your order at the correct price or to cancel the order. If we are not able to contact you when we have discovered an error we will treat the order as cancelled. If you decide to cancel your order and you have already paid for the goods, you will receive a full refund. 

Returns, Cancelling an order and Your Right To Cancel. 

You must get a returns number before returning and good to us. We cannot accept any returns without a returns no.

We require orginal invoive number to process a return (emailed at time of order)

Please contact us with your order confirmation (emailed to you when the order was placed) to arrange return of any items email [email protected] 

Cancellation.

For all cancelled orders or items ordered incorrectly please ensure they are returned within 14 days of delivery date.

For goods not required or ordered by mistake, please ensure they are unused and in there orginal undamaged packaging.

Please not that we cannot refund PCB's if they have been open and the security seal has been broken.

All returns that are ordered my mistake or are no longer required will need to be return at your cost, and we recommend they are sent with some form of tracking and proof of delivery.

You do need to make sure it’s packaged in a way that means it doesn’t get damaged. We can ask you to pay if something gets damaged because it wasn’t packaged properly. We can also ask you to pay (or reduce your refund) if you’ve reduced the value of the item. eg item is damaged or scuffed.

For all goods not required or ordered by mistake and returned after the 14 days and upto 30 days we may be able to accept back but there will be upto 40% restocking charge  (depending on the manufacture).

 Carriage for goods not required or ordered by mistake cannot be refunded and any carriage cost you incurred to return to us will be at your expense.

Any returns sent back later than 30 days can not be refunded .

Faulty Items.

All items we sell have a 12 month Guarantee period from date of purchase. 

If your item is faulty you can return the item, once we have recieved it and confirmed the fault we will send a replacement out to you.

If you need your part faster you will need to re order your part on the website, and return the part to have the fault confirmed, then a refund will be issued.

Please note to have the part confirmed faulty the goods need to be sent back to the manufacture for testing this can take 1-4 weeks.

Please send all returns to: 

The Heatxchange Ltd

5 Norton Rd

Pelsall

Walsall    

WS3 4AY

We recommend you send your goods back with a proof of signature, as we can not be responsible for any good lost in transit back to us.

We advise you package your returns adequately to ensure they are not damaged in transit.

We will do our best to process refunds and returns as fast as possible.

How to Pay.

You may pay by which method is more convenient for you. We accept online payments in a secure environment by all major credit cards. We currently accept Visa, Visa Delta, Visa Electron, JCB, Switch, Solo and MasterCard 

You can also pay with cheque or postal orders directly by post, if this is more convenient. We shall despatch your goods in the case of a Postal Order immediately upon receipt, or in the case of a cheque as soon as the cheque is cleared through our bank. We shall email you when the goods are despatched. 

Cheques and postal money orders from outside the United Kingdom cannot be accepted.

In the unlikely event of fraudulent use of your credit card. 

We guarantee to minimise the financial risks to you when making a purchase with The HeatXchange Ltd. We do not hold any of your (or anyone else’s) credit card details on our servers. In the unlikely event that your card is used fraudulently, as a direct result of being used to purchase items from the The HeatXchange website, we will automatically assume liability for the first £50 of your loss. Your credit card issuing company is required to take responsibility for the remaining amount.

Taxes and Import Duty

All sales and deliveries to UK and E.U. ( European Community) countries should not attract additional duty or Sales Tax. All overseas deliveries outside of the UK and EC may be subject to local import duties and taxes and may be affected by Customs and Excise delays. Please note that The HeatXchange Ltd will not be held accountable or liable for local import duties, taxes, or any delays incurred during customs clearance. If making a purchase from outside the U.K or EU please check your countries regulations regarding the import and taxation of goods.

Delivery and Shipping.

All delivery Timescales are estimated and NOT guaranteed as this service is provided via a third party. We accept no responsibility for consequential loss suffered by the purchaser for delay or non-delivery of goods.

We guarantee to you that we will do everything possible to ensure that your order arrives according to your delivery method as per your instructions; this includes delivery to a secondary address. The HeatXchange Ltd. maintains a high level of service to our customers. As part of this service level we will guarantee to dispatch all orders received before 3pm GMT Monday to Friday, (except Bank Holidays) on the same day. Delivery dates to yourself, or your designated recipient will depend on the delivery method you have chosen. 

Shipping

Please refer to the Delivery and Shipping page for full details of times and charges. Here. Definition, descriptions and conformity of products. 

We are extremely particular in ensuring that the description of all range is correct at the time of publication. Colour and monochrome imagery reproduced on the web site of all our products is the closest representation we can achieve. Some monitors will show slightly different shading and colouring to others. We are unable to accept any responsibility for any variation in colour caused by the interpretation of your computers monitor or your computer systems software. 

Coals and Ceramics

We can not replace any broken coals or ceramics sent by post as we are not insured, Please select carrier if buying coals or ceramics.

Nextday Delivery.

Next day delivery based on stock being available and orders being received by 3 pm. Some extreme parts of the UK excluded from next day delivery (ie Islands and the Highlands, please ring us for more information. 

Free Delivery over £100.

For orders over £100 before V.A.T in the U.K only you can select free delivery, this will be on a 3-5 day delivery service.

Saturday Am Delivery.

Orders Must be placed before 3pm and is subject to stock avialablity.

Delivery outside the U.K.

We ship to anywhere in the world via a selection of international carrier and postal services. Please note the delivery times vary from country to country but we endeavour to deliver within 7 days.

Disclaimer & Limitations of liability 

The HeatXchange Ltd does not seek to exclude or limit liability for death or personal injury arising from its negligence or that of its member’s agents, sub contractors, directors or employees or for any fraudulent misrepresentation. 

Within the fullest extent permitted by UK law and save as provided above, neither The HeatXchange Ltd nor any associated company shall be liable to you by reason of any representation, or any implied or expressed warranty or warranties, condition or other term, or any duty at common law, or under the express terms of the contract, or in negligence, whether on the part of The HeatXchange Ltd. or any of its members, agents, directors, sub contractors, employees or otherwise, for any indirect special or consequential loss or damage (including but not limited to loss of profit or loss of saving), costs, expenses or other claims for compensation whatsoever which arise out of or in connection with the use of the The HeatXchange Website, the supply of the products or their use or resale by you. 

"The limitations of liability in these conditions shall apply equally for the benefit of The HeatXchange Ltd and any other associated company, agency or affiliate of The HeatXchange Ltd as if references to The HeatXchange Ltd included references to each other such associated company." 

While The HeatXchange Ltd uses reasonable care, diligence and endeavors to ensure that the information on this website is accurate, truthful and frequently updated, it does not give any warranty or warranties as to the accuracy of written content or imagery. Furthermore The HeatXchange Ltd will not be held responsible for any written or image errors or omissions or for the consequences arising from the use of such information. Copyright of all material including, trademarks, written text and imagery is the exclusive copyright of and belongs entirely to The HeatXchange Ltd

Whilst The HeatXchange Ltd uses up to date and efficient methods to ensure a fast and reliable web site service, it will not guarantee that your use of this website will be available without interruption or be completely error free and as such cannot be responsible for any disruption, loss or damage of or corruption of any material in any communications transit system. Furthermore The HeatXchange Ltd will not be held responsible for loss of or corruption of material or data when downloaded onto any computer or other communications system. The HeatXchange Ltd cannot be held responsible for the failure of third party technology failures.

Further, The HeatXchange Ltd will not be responsible nor liable for your use of any other websites which you may access via none The HeatXchange website links within this website. Nor is The HeatXchange Ltd responsible for any material published on third party web sites.

The HeatXchange Ltd restricts total liability under or in connection with any contract for any products to which these conditions apply, and shall not exceed the price of the products, except as expressly provided and noted within these terms and conditions. 

The HeatXchange Ltd will not be liable to you, or your agents, or be deemed to be in breach of the contract by reason of any delay in performing, enabling or any failure to perform, any of its obligations in relation to the products ordered by you if that delay, enablement or failure was due to any cause or reason beyond The HeatXchange Ltd reasonable control. 

The HeatXchange Ltd may at its sole discretion assign or transfer some or all of its rights or sub contract any of its obligations under these terms and conditions to any third party, or appointed agent. 

Your rights do not allow you to assign, transfer or sub contract any of your obligations under these terms and conditions except with the specific written and signed permission of The HeatXchange Ltd. No person, appointed or otherwise, who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall they affect any of your statutory rights that may not be legally excluded.

Privacy Policy

Updated to take into account The General Data Protection Regulation (GDPR) which will apply from 25 May 2018.

The Information Commissioner's Office (ICO) - provides independent advice and guidance about data protection and freedom of information.

Regular updates can be found on their website www.ico.org.uk

What information we collect when you order and why?

When you buy goods from us, you are entering into a contract with us. To effectively process your order, we will ask you to provide some personal information such as:

·         full name

·         address

·         contact numbers, and

·         email address.

To undertake website personalisation, we will also gather information about the devices you use to access our sites (desktop and mobile), and this may include IP address. For further information on our use of cookies and tracking please see our Cookie Notice.

How do we use your information?

Data Protection says that we can use and share your personal data only where we have a proper reason to do so. The law says we must have one or more of these reasons and these are:

·         Contract - your personal information is processed to fulfil a contractual arrangement e.g. to send you your product catalogue or goods.

·         Consent - where you agree to us using your information in this way e.g. for storing your name and contact details.

·         Legitimate Interests - this means the interests of  in managing our business to allow us to provide you with the best products and service in the most secure and appropriate way.

·         Legal Obligation - where there is statutory or other legal requirement to share the information e.g. when we must share your information for law enforcement purposes.

Here is a list of the ways that we may use your personal information, and which of the reasons described above we rely on to do so. Where we list legitimate interests as a reason, we also describe below what we believe these legitimate interests are.

Who we share your information with and why

The Heatxchange Ltd with a number of trusted suppliers, agencies and businesses in order to provide you the high quality goods and services you expect from us such as delivery companies.

Some examples of the categories of third parties with whom we share your data are:
Supplier Partners
The Heatxchange Ltd works with a number of trusted partners who supply products and services on our behalf. All partners are subject to thorough security checks and will only hold the minimum amount of personal information needed to fulfil the orders you place or provide a service on our behalf. 
Delivery Partners
In order for you to receive your goods, The Heatxchange Ltd works with several delivery partners. Again, we only pass limited information to them to ensure delivery of your items.
IT Companies
The Heatxchange Ltd works with business who support our website and other business systems.
Payment processing
The Heatxchange Ltd works with trusted third-party payment processing providers to securely take and manage payments.

• You are always free to update us on your details at any point. Our contact details can be found by navigating to the Contact Us 
• May 2018 V1.3
• Updated to take into account The General Data Protection Regulation (GDPR) which will apply from 25 May 2018.
• The Information Commissioner's Office (ICO) - provides independent advice and guidance about data protection and freedom of information.
• Regular updates can be found on their website www.ico.org.uk
• Introduction
• This policy sets out the different areas where user privacy is concerned and outlines the obligations & requirements of the users, and The Heatxchange Ltd. The Heatxchange Ltd collects and processes data from Customers, Suppliers, Contractors and staff in a number of ways:
• The Heatxchange Ltd. website https://www.theheatxchange.co.uk
• The Heatxchange Ltd. Head Office and Contact Centre via telephone and email
• The Heatxchange Ltd. External Sales Team via face to face visits
• Other Third Party Sales Platforms such as ebay Amazon and Mano Mano
• The basis for Theheatxchange Ltd. processing this data is Contractual i.e: the processing is necessary in order to fulfil the terms of a contract or to undertake specific steps before entering into a contract.
• The way The Heatxchange processes, stores and protects user data and information will also be detailed within this policy. 
• The website
• This website and its owners take a proactive approach to user privacy and ensure the necessary steps are taken to protect the privacy of its users throughout their visiting experience. This website complies with all UK national laws and requirements for user privacy. 
• Use of cookies
• What are cookies?
• Cookies are small files saved to the user’s computer’s hard drive that track, save and store information about the user’s interactions and usage of the website. This allows the website, through its server to provide the users with a tailored experience within this website.
• What do we use cookies for?
• We may use cookies to remember personal settings you have chosen at our website. In no other context do we use cookies to collect information that identifies you personally. Most of the cookies we set are automatically deleted from your computer when you leave our website or shortly afterwards.
• We use anonymous session cookies (short-term cookies that disappear when you close your browser) to help you navigate the website and make the most of the features. If you log into the website, application or a course as a registered user, your session cookie will also contain your user ID so that we can check which services you are allowed to access.
• This website uses tracking software to monitor its visitors to better understand how they use it. This software is provided by Google Analytics which uses cookies to track visitor usage. The software will save a cookie to your computer’s hard drive in order to track and monitor your engagement and usage of the website, but will not store, save or collect personal information.
• Should users wish to deny the use and saving of cookies from this website onto their computer’s hard drive, they should take necessary steps within their web browser’s security settings to block all cookies from this website and its external serving vendors. 
• Server Logs & IP Addresses
• Log Files.When you visit our web site, web servers log your interaction with the site in something called a log file. Standard log files like ours contain basic information like what time what pages were viewed, and the IP address of the visitor. We use this information to, administer the site and for the purposes of fraud prevention. We make no effort to identify IP addresses with individual users. It is our policy to delete log files after 90 days. 
• Personal information
• Whilst using our website, software applications or services, you may be required to provide personal information (name, address, email, account details, etc.). We will use this information to administer our website, applications, client databases and marketing material. We will ensure that all personal information supplied is held securely in accordance with the General Data Protection Regulation (EU) 2016/679, as adopted into law of the United Kingdom in the Data Protection Act 2018. Further, by providing telephone, fax and email details, you consent to Theheatxchange Ltd contacting you using that method. You have the right at any time to request a copy of the personal information we hold on you. Should you wish to receive a copy of this, or would like to be removed from our database, please contact us at [email protected]
• Information collection and use
• How do we collect information?
• The heatxchange.co.uk collects information in two possible ways:
•  a. When you directly give it to us ("Directly Provided Data")
• When you sign up for our site, purchase our products or communicate with us, you may choose to voluntarily give us certain information - for example, by filling in text boxes or completing registration forms. All this information requires a direct action by you at that time in order for us to receive it.
•  b. When you give us permission to obtain from other accounts ("User Authorised Data")
• Depending on your settings or the privacy policies for other online services, you may give us permission to obtain information from your account with those other services. For example, this can be via social media or by choosing to send us your location data when accessing our website from your smartphone.
• How long do we keep your data for?
• Theheatxchange Ltd will not retain your personal information longer than necessary. We will hold onto the information you provide either while your account is in existence, or as needed to be able to provide the Services to you, or (in the case of any contact you may have with our Customer Care team) for as long as is necessary to provide support-related reporting and trend analysis only.
• If legally required or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our Terms and Conditions, we may also retain some of your information for a limited period of time as required, even after you have closed your account or it is no longer needed to provide the Services to you.
• Registration forms
• Theheatxchange Ltd will not sell or rent your personally identifiable information, gathered as a result of filling out the site registration form, to anyone.
• Choosing how we use your data
• We understand that you trust us with your personal information and we are committed to ensuring you can manage the privacy and security of your personal information yourself.
• With respect to the information relating to you that ends up in our possession, and recognising that it is your choice to provide us with your personally identifiable information, we commit to giving you the ability to do all of the following:
• You can verify the details you have submitted to The Heatxchange Ltd by contacting our customer services team [email protected]. Our security procedures mean that we may request proof of identity before we reveal information, including your e-mail address and possibly your address.
• You can also contact us by the same method to change, correct, or delete your personal information controlled by The Heatxchange Ltd regarding your profile at any time. Please note though that, if you have shared any information with others through social media channels, that information may remain visible, even if your account is deleted.
• When placing an order with us an account reference is created containing relevant contact details for you as determined at the time the order was placed. You are free to close your account by writing to us. If you do so, your account will be deactivated however, we may retain archived copies of your information as required by law or for legitimate business purposes (including to help address fraud and spam).
• You are always free to update us on your details at any point. Our contact details can be found by navigating to the Contact Us section of our website or via the following link; https://www.theheatxchange.co.uk/contacts A member of our Customer Service Team will handle your request and update your details where necessary.
• We will not send any marketing material to you without your prior consent. If you have opted in to receive any marketing information and no longer wish to, details of how to unsubscribe will be contained within the marketing communication sent to you.
• You can request a readable copy of the personal data we hold on you at any time. To do this, please contact https://www.theheatxchange.co.uk/contacts
• The Heatxchange.co.uk will only share your data with our partner companies when required, in order to to fulfil our contracts with you or when necessary for the maintenance of our systems.
• Please note, we are constantly reviewing how we process and protect data. Therefore, changes to our policy may occur at any time. We will endeavour to publicise any changes.