Terms & Conditions
These terms and conditions ("Terms") apply if you wish to purchase any products from us that are listed on our website - (our site).
Please read these terms and conditions ("Terms") carefully before you submit your order to us for any products. For example, these Terms tell you about: who we are; delivery of products; how the contract for the supply of products may be cancelled; what to do if there is a problem together with other important information.
If you think that there is a mistake in these Terms, please contact us to discuss them via email on info@ radiatorsdirect.co.uk
Please note that the products that we supply through our site are supplied solely for private, domestic use only and are not offered for sale or supplied for use for resale or for any commercial or business purposes.
These Terms will apply to any contract between us and you for the sale of products. Such contract shall be made when we confirm dispatch with you.
Please read these Terms carefully before ordering any products from our site. Please note that by ordering any of our products, you agree to be bound by these Terms and the other documents expressly referred to in it. In particular, we draw your attention to your cancellation rights at clause 8.
We may amend these Terms from time to time as explained in clause 5. Every time you wish to order products, please check these Terms to ensure you are aware of the terms which will apply at that time. These Terms, and any contract between us, are only in the English language.
1. About Us
We are RadiatorsDirect.co.uk a trading brand/URL of IRSAP UK Limited, (a company registered in England and Wales under company number 3596023 with a registered address at Units 13-14, Charlswood Road, East Grinstead, RH19 2HU Our VAT number is 891560600).
To contact us, please see our ‘Contact Us’ page or our contact details at clause 14.
2. Our products
2.1 The images of the products on our site are for illustrative purposes only.
Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the products. Your products may vary slightly from those images.
2.2 The packaging of the products may vary from that shown on images on our site.
2.3 All products shown on our site are subject to availability. We will inform you by e-mail as soon as possible if the product you have ordered is not available and we will not process your order if the product is unavailable.
3. Our contract with you
3.1 After you place an order, you will receive an e-mail from us acknowledging that we have received your order ("Order Acknowledgment"). As all products shown on our site are subject to availability, please note that the Order Acknowledgment does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 3.2.
3.2 We will confirm our acceptance of your order to you by sending you an e-mail that confirms that the products have been dispatched ("Dispatch Confirmation"). The contract between us will only be formed when we send you the Dispatch Confirmation.
3.3 In certain cases we may not accept an order, including as a result of one of the following:
(a) we do not receive authorisation for your payment;
(b) the product you have ordered is not available; and
(c) we identify an error with the pricing or description of a product.
3.4 If your order is not accepted, including for any of the reasons referred to above, we will inform you of this by e-mail and we will not process your order. If you have already paid for the products, we will refund you the full amount as soon as possible and in any case within 14 days of our email to you.
3.5 We will assign an order number to your order and tell you what that number is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.6 Our site is solely for the promotion of our products for sale in the UK. We do not sell our products to persons located outside the UK.
4. How we use your Personal Information
5. Our right to vary these Terms
5.1 We may revise these Terms from time to time without prior notice to you.
5.2 Every time you order products from us, the relevant version of the Terms that is in force at that time you place the order will apply to the contract between you and us. These Terms were last updated in June 2016.
6.1 The prices of the products will be as quoted on our site from time to time. Prices for our products may change from time to time, but changes will not affect any order which we have confirmed with a Dispatch Confirmation.
6.2 Unless otherwise agreed by us in writing, any prices shall be inclusive of any value added tax according to the current applicable VAT regulations. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
6.3 All payments must be received before despatch and consumer credit terms are not available.
6.4 Our site contains a number of products. It is always possible that, despite our reasonable efforts, some of the products on our site may be incorrectly priced, described or unavailable at time of order. If we discover an error with the price or other detail of the products you have ordered we will inform you of this error and we will give you the option of continuing to purchase the product at the correct price or to cancel/amend your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. Please note that, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect (lower) price.
6.5 We accept payment by credit or debits cards and PayPal. You must pay for the products before we dispatch them. Authority for payment will be requested from your card issuer prior to dispatch. If authority for payment is refused by your card issuer, then we will have the right to reject an order.
7.1 Further information about deliveries can be found at www.radaitorsdirect.co.uk/how-to-buy
7.2 Delivery of the products shall take place when the products are delivered by our driver or nominated carrier to the address stated on the order or to such other address as may have been agreed between us in writing. Delivery is to the hard-standing area nearest the address on the order or as otherwise agreed. The date for delivery quoted is a guideline only but we shall aim to deliver the products within 30 days of your order. Delivery dates apply to deliveries to the UK mainland only. If we do agree to deliver to any offshore islands, including the Channel Islands, or to Ireland delivery times and costs shall be subject to agreement and confirmation in accordance with clause 7.6.
7.3 Delivery of any order over £50 will be Free of charge to mainland UK addresses. Delivery to any offshore islands, including the Channel Islands, or to Ireland shall be subject to agreement and confirmation in accordance with clause 7.6. The cost of delivery fees will be displayed to you and confirmed at the time you place your order.
7.4 All deliveries of products must be signed for by an adult aged 18 years or over on delivery. The products must be checked and signed for in the presence of our driver or the nominated carrier. We may request confirmation of identity on signature for the products. Delivery will be completed when we deliver the products to the address that you specified in your order.
7.5 We recommend that no installation should be arranged until the products have been received and checked. We will not be held responsible for any arrangement of installation prior to receipt and acceptance of the products or any charges incurred in respect of such installation.
7.6 We do not ordinarily deliver to any locations outside the UK mainland. Delivery to any offshore islands including Channel Islands and Ireland will be subject to our prior agreement. In certain cases, we may agree that sectional items up to 2200mm can be delivered on request and delivery of any such products will be subject to additional delivery charge which will be confirmed at the time you place your order. Products over 2200mm cannot be shipped off the UK mainland due to the limitations of transport.
7.7 Due to the size and weight of cast iron radiators, please discuss your requirements with us before ordering to confirm the practicalities of delivery and handling of your order. Prices shown for cast iron radiators are for delivery to an accessible hard standing area specified at the time of order, using a Heavy Goods Vehicle. Please contact us for a quote for any other requirements.
7.8 We will take reasonable steps to pack the products properly and to ensure that they are delivered in good order.
7.9 If our delivery of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. If there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.10 If we are not able to deliver the whole of the order at one time due to operational reasons or shortage of stock, we will, with your consent, deliver the order in instalments. We will not charge you extra delivery cost for this. If you do not consent, you may cancel the contract in respect of one or all of the products in accordance with clause 8.2. However, if you ask us to deliver the order in instalments, we may charge you extra delivery costs. Each instalment shall then constitute a separate contract. If you ask us to deliver the order in instalments and we are late delivering an instalment or one instalment is faulty, that will not entitle you to cancel any other instalment.
7.11 If you fail to provide a delivery address, are not available to sign for the products or otherwise fail to take delivery of the products then we shall have no liability for late delivery: and we may cancel our contract with you.
7.12 If we cancel our contract with you for the products in accordance with clause 7.11, we will refund any money that you have paid in advance for such products save that we may deduct or charge you reasonable compensation for any costs that we incur as a direct result of the cancellation of your contract.
7.13 The products will be at your risk and responsibility from the time of delivery. Ownership of the products will only pass to you when we receive payment in full of all sums due for the products, including any delivery charges we may have specified.
8. Cancellations and Return of Goods
8.1 If you have purchased certain products online as a consumer, you have a legal right to cancel the contract for those products during the period set out below in clause 8.2 and to receive a refund in relation to the price paid for the products. This means that if, during the relevant period, you change your mind, or for any other reason you decide you do not want to keep a product, you can notify us of your decision to cancel the contract and receive a refund. However, please note you may lose your right to cancel in certain circumstances, including if products become mixed inseparably with other items after delivery or collection (which may be the case where the products are installed).
8.2 The contract is formed when you receive the Dispatch Confirmation in accordance with clause 4. Your right to cancel the contract starts when you receive the Dispatch Confirmation and ends 14 days after the day following delivery of the products to you.
8.3 To cancel a contract, you may contact us:
(a) via the form in the ‘Contact’ section of the site
(b) by sending a letter or email to IRSAP UK Limited
(c) by calling our Customer Services telephone line on 01342 305555
8.4 You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice through the site or by post, then your cancellation is effective from the date and time we receive the e-mail or the date on which we receive the letter. If you call us to notify us of your cancellation, then your cancellation is effective from the time you communicate such cancellation to us.
8.5 If the products were delivered to you and you cancel the contract:
(a) you must return the products to us as soon as reasonably practicable;
(b) unless the products are faulty or not as described (in this case, see clause 7), you will be responsible for the cost of returning the products to us;
(c) you have a legal obligation to keep the products in your possession and to take reasonable care of the products while they are in your possession.
8.6 If you cancel a contract in accordance with these Terms, you will receive a full refund of the price you paid for any standard stocked products. If however you have ordered a product which is made to order or painted to specific colour, outside of the standard stocked finish we reserve the right to charge you a nominal restocking charge of up to 50% of the product value. We will process the refund amount due to you as soon as possible and, in any case, within 14 days of the day on which we receive the returned product(s) (if applicable) or, if earlier, the day on which you supply evidence of having sent the product(s) to us.
8.7 If you have returned the products to us under this clause 8 because they are faulty or miss-described, we will refund the price of a defective product in full using the same means of payment used for the initial transaction, unless you have expressly agreed otherwise. In any event, in accordance with clause 5(b), you will not incur any costs as a result of the reimbursement, including any applicable delivery charges, or any reasonable costs you incur in returning the item to us.
8.8 We shall refund you the price of the products using the same means of payment used for the initial transaction, unless you have expressly agreed otherwise. In any event you will not incur any costs as a result of the reimbursement.
8.9 If you choose to cancel the contact under clause 8.2 after the product(s) have been dispatched, you are responsible for the full cost of returning the product(s), in original packaging and in re-saleable condition, prior to any refund being applied.
9. Shortages, Defective Goods and Returns
9.1 At the time of delivery you should check that all items listed on the delivery note are present and are the products that you ordered, prior to signing the delivery note. If there is a shortage or excess in the delivery, please note this on the delivery note prior to signing both copies and returning one to the delivery driver. If you sign the delivery note, this is deemed as acceptance by you that all listed items have been delivered.
9.2 If some products are missing from the order or you have been delivered products that you did not order, please notify us by telephone or in writing by email at email@example.com. We will not charge you for any incorrect products or products which you have not received. We will arrange for the correct quantity of products to be delivered to you at no extra cost and shall use our reasonable endeavours deliver such products without undue delay.
9.3 In the circumstances set out in clause 9.2, we reserve the option to collect the incorrect products or incorrect quantity from you although we will not collect them in all circumstances.
9.4 In addition to your right to cancel at clause 8 and the warranty at clause 10, if the products are defective (including if the products you receive are not as described, not fit for purpose or not of satisfactory quality), we will offer to either replace, repair the products or offer a refund, as appropriate in accordance with your consumer rights. All defective products must be repackaged in their original packaging, ready for return to us. We may charge you for any replacement products should the defective products not be returned to us within 60 days of delivery of the replacement. We may ask you for reasonable evidence (for example a photograph) in respect of such faulty products.
9.5 Installation of products with minor imperfections will be regarded as an acceptance of the product by you and no credit will be given under any circumstances. Imperfect products should therefore not be fitted, and we will not accept any responsibility for replacement of such products once they have been installed. This includes any consequential loss or cost of fitting.
10.1 Your rights under this warranty are in addition to your consumer rights at clause 9.4,
10.2 We offer a minimum 10-year guarantee on all products manufactured by ourselves.
In some instances, where we are not the manufacturer of products listed we will use all reasonable endeavours to make over to you the benefit of any warranty or guarantee given by the relevant manufacturer, which is usually five years on most radiators and towel rails and 2 years on electric elements (Copies of specific guarantees for any of our products are available on request).
The guarantees in all cases are subject to the Products being installed in accordance with British and or European standards as well as directed by the manufacturer in their installation instructions. The guarantees in all cases are restricted to the free of charge replacement or repair of the failed product only.
10.3 Except in the circumstances detailed in clause 12.3, in the event a product contains a material defect, we will, at our discretion either (i) repair the product; or (ii) attempt to replace such product with the same model available for sale through the site. If we are unable to replace the defective product with the same model, we will offer an alternative product, or a credit note to the invoiced value of the products which can be used against other items available for sale on the site. If we replace a product, we will deliver a replacement product and collect the damaged product from you within 60 days of delivering the replacement. These Terms will apply to any repaired or replacement product we supply to you.
10.4 If we repair or replace a defective product under clause 10.3, we will not in any circumstances be held liable or responsible for any other costs, including changing the radiator (except where the product is a radiator), pipework, carpet or skirting boards.
10.5 We may charge you for any replacement products should the faulty product not be returned to us within 60 days of delivery of the replacement. All returned items should be suitably packaged to prevent any further damage.
10.6 The products are supplied for private, domestic use only and not for any commercial or business purposes. For the avoidance of doubt, the warranties in these Terms (including the warranty in clause 10.1) shall not apply where a product is used for a commercial or business purpose.
11.1 We are not the manufacturers of all the products that are made available for purchase via the site, but we will use reasonable endeavours to give you the benefit of any warranty or guarantee given by the relevant manufacturer.
11.2 All guarantees in all cases are subject to the products being installed in accordance with British and or European standards as well as directed by the manufacturer in their installation instructions. The guarantees in all cases are restricted to the free of charge replacement or repair of the failed product only.
12.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if the loss or damage was an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the contract.
12.2 We only supply the products for domestic and private use, and we are not responsible for any business losses. You agree not to use the product for any commercial, business or re-sale purposes and we have no liability to you for any business losses, including any loss of profit, loss of business, business interruption, loss of business opportunity, or any other losses arising from the commercial use of any products.
12.3 We do not in any way exclude or limit our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) for breach of your consumer rights in relation to the products, including the right to receive products which are: as described and match information we provided to you; of a satisfactory quality; and which are fit for any particular purpose made known to us;
(d) defective products under the Consumer Protection Act 1987.
12.4 We take no responsibility for defects in the products arising after delivery where the defect results from:
(a) fair wear and tear;
(b) wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party;
(c) your failure to assemble, install, use, operate, or maintain the products in accordance with the user instructions;
(d) any alteration or repair by you or by a third party who is not one of our authorised repairers; or
(e) any specification provided by you.
13. Force Majeure Events
13.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by an event that is out of our reasonable control (for example, this may include the following to the extent these are outside our reasonable control: accidents, extreme weather conditions, fire, explosion, natural disaster, failure of telecommunications networks, inability to use transport networks, terrorist attack, war, civil commotion, riots, industrial disputes, acts of Government, and imposition of restrictions on imports or exports).
13.2 If an event out of our reasonable control takes place that affects the performance of our obligations under a contract:
(a) we will contact you as soon as reasonably possible to notify you; and
(b) our obligations under a contract will be suspended and the time for performance of our obligations will be extended for the duration of the event. Where the event affects our delivery of products to you, we will arrange a new delivery date with you after the event is over.
14. Communication and Complaints
14.1 If you have any questions, complaints or concerns with respect to your order or these Terms, please contact us as follows:
(a) Telephone on 01342 305555
(b) Email at: firstname.lastname@example.org
(c) Post: Customer Service, Radiators Direct, Units 13-14 Charlwoods Road, East Grinstead, West Sussex RH19 2HU.
14.2 If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.
14.3 Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards Office.
15. Intellectual Property Rights
16.1 You may not transfer any of your rights or obligations under a contract to another person without our prior written consent, which we will not withhold unreasonably. We can transfer all or any of our rights and obligations under a contract to another organisation, but this will not affect your rights under these Terms.
16.2 This contract is between you and us. A person who is not party to these Terms shall not have any rights under or in connection with them under the Contracts (Rights of Third Parties) Act 1999. The recipient of your gift of a product will have the benefit of our warranty at clause 10, but we and you will not need their consent to cancel or make any changes to these Terms.
16.3 If any court or competent authority decides that any of the provisions of these Terms are invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law.
16.4 If we fail, at any time while these Terms are in force, to insist that you perform any of your obligations under these Terms, or if we do not exercise any of our rights or remedies under these Terms, that will not mean that we have waived such rights or remedies and will not mean that you do not have to comply with those obligations. If we do waive a default by you, this will not mean that we will automatically waive any subsequent default by you. No waiver by us of any of these Terms shall be effective unless we expressly say that it is a waiver and we tell you so in writing.
16.5 Please note that these Terms are governed by English law. This means a contract for the purchase of products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Ireland you may also bring proceedings in Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
17.1 All technical data, measurements and outputs and colour options are in accordance with the manufacturer’s terms of reference at the time of release. Each manufacturer reserves their individual rights to change, alter or discontinue products (including brackets and fixtures) as illustrated within our site. You are advised to confirm at the time of ordering that the published technical data on our site and the price list is still valid. All radiators are supplied with B.O.E. (Bottom Opposite End) connections as standard, unless otherwise stated on our site. If you require a radiator with different connections or optional positions for plugs and bushes, you should check that these are available, and the change must be specified at the time of order.
17.2 When fitting valves appropriate amounts of PTFE and care must be taken when tightening the valve as excess pressure could damage radiator paint work which can result in rust formation and leaks. IRSAP UK Limited cannot be held liable for damage caused by incorrectly fitted valves or airvents. Please read our Valve Fitting Instructions.
17.3 It should be noted that due to the production process colours can vary by +/- 5-10% from samples or colour charts provided on our site and between radiators ordered in the same colour at different times. As a result of the casting process, cast iron radiators have a rough surface finish with small imperfections which will show after the painting process.
17.4 White radiators ordered from different colour codes may vary slightly due to manufacturing tolerances. It should also be noted that some colours may also vary slightly from RAL charts provided on our site. Please note, due to printing processes, colours in our printed material may not be representative of the true finished colour and appropriate colour charts or samples should be used before selecting a colour.
17.5 Whilst we endeavour to ensure all pipe centre dimensions are correct, manufacturing tolerances must be considered. Therefore, we strongly recommend that pipe work is not altered or adjusted until the new radiator or towel rail is fixed in its final position. We will not accept any responsibility for any claims relating to inaccurate pipe centre information.
In accordance with Part L1 2006 of The Building Regulations and BS7593:1992 code of practice for the treatment of hot water and central heating systems, we strongly recommend systems are suitably flushed to remove debris post installation of any new radiator(s) on a system and that a suitable quality and quantity of inhibitor is used to protect against scale, corrosion and bacterial growth in all types of indirect central heating systems including those containing aluminium. Failure to follow Part L1 2006 properly to protect a heating system will almost certainly lead to internal corrosion of radiators (or other products supplied) and will also almost certainly invalidate our product warranties. We reserve the right to request and undertake Sentinel water tests (or similar) at our cost to check the quality of a heating system; details of all reports will be provided.
Towel rails and Radiators are not designed for drying wet or sodden items. They are suitable for airing and preparation of warm towels only. Regular attention should be given to venting tall radiators and towel rails where air may collect and reduce efficiency. All heating systems require regular visual inspection of radiators, valves and surface pipework to ensure there is no seepage and loss of water.