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Customer Service

We at thermsaver are completely dedicated to your total satisfaction and we strive to provide the best customer support possible.

If you have any suggestions or comments please email us at info@thermsaver.co.uk. thermsaver will endeavour to respond to any complaint within a maximum of five working days.

This section contains our Terms & Conditions plus important information about how your orders are processed. These terms and conditions may be modified from time to time. You are bound by any such revisions and should therefore periodically visit this page to review the current terms and conditions. If you have any queries regarding our trading terms please contact us for further information

• Shipping & Delivery
• Privacy & Security
• Returns & Replacements
• Ordering
• Payment, Pricing & Promotions
• Viewing Orders
• Updating Account Information
• Web Site Usage

Shipping & Delivery

Shipping And Handling

All orders are sent free of charge to mainland UK (with the exception of some larger Heat Recovery Ventilation orders). In extreme circumstances / postal areas P & P surcharge may apply. Any orders outside mainland UK will be quoted, please contact our office to confirm on 01698 300100.

Delivery Schedule

We process your order right away. We will normally send your order to you within 5 business days.

Certain items listed within our web site are not standard stock items and can take longer than the stated delivery time.

All heating controls are shipped by Interlink Express and must be ordered before 3pm to be delivered the next day.

All customers will be contacted to confirm a convenient delivery date between the days of Monday and Friday (excluding weekends) - invariably with some orders we can give an AM or PM delivery (we are unable to give exact delivery times).

On arrival all goods must be inspected carefully for any signs of damage by the customer or agent, should you find any damage please ask the driver to take the goods back with them, or sign the delivery document as damaged. PLEASE DO NOT SIGN THE RECEIPT/DOCUMENT AS "UNCHECKED".

Please open all boxes or parcels as soon as they arrive. You have 3 days to notify thermsaver of any damage. If we are not notified of damage within this time, you agree to indemnify thermsaver in full against any losses we suffer as a result of your failure to notify us within 7 days.

Delivery dates are approximate and no liability is accepted in respect of late deliveries. Please do not arrange to install the items until after they have been delivered and checked for damage.

Please do not install your product if it is damaged, as once it is installed you have agreed to it being in good condition. This does not affect your statutory rights as a consumer.

Back Order

If your item is not in stock we will back order for you. You will always be emailed or contacted with the option to cancel the order if you would rather not wait. This does not affect your statutory rights as a consumer.

Privacy & Security

thermsaver do not disclose buyer's information to third parties.

Any information given at the time ordering is collected by ourselves for the sole intention of completing your order. We do not send marketing material and your information is dormant after the order is completed.

All information is collected lawfully and in accordance with the Data Protection Act 1998.

For further information about our privacy policy see our full Privacy Statement

Credit Card Security

In order to protect your credit card details, all credit card processing is handled for us by a specialist payment processing service called SagePay (formerly known as Protx). Their systems are strictly controlled to protect your credit card data and meet strict security requirements set by the banks and credit card companies to protect your data. At no time is your credit card data processed or stored on our web site. During the transaction your card data is protected by a secure 128 bit encryption system.

If you are unsure about entering your credit card details you can always send a cheque made payable to Thermsaver and send it to us as: 14 Melford Road, Righead Industrial Estate, Bellshill, ML4 3LR - making sure making sure all required items are clearly listed.

Returns & Replacements

Returns Policy

Please note that you will be responsible for the cost of returning the goods to us or our suppliers unless we delivered the goods to you in error or they are faulty.

All goods must be returned undamaged and in the original packaging. If a collection is required a charge may be made. Please contact us for a returns authority number.

Damaged goods

For goods which have arrived damaged you will need to contact us within 24 hours of receipt of the order and the delivery note must be signed and clearly marked "DAMAGED". It is not acceptable to sign "UNCHECKED"

Important:

We do not advise anyone to pre-book an electrician, plumber, builder, or any installer until goods have been received and checked.

Ordering

Making A Purchase

Making a purchase could not be easier. Just browse our catalogue, and click on any item that you wish to buy and put them into the shopping cart. After you have finished your selection proceed to check out and you will be asked a few details we require to enable us to satisfy the order. Alternatively you can contact us by phone on 01698 300100 to order.

Made To Order Products

Some items on our website are individually made to order, once ordered and confirmed these items can not be cancelled or returned as they are made at the customers request.

We accept credit card payment. We accept

Visa, Switch, Delta, Solo, Mastercard and American Express. You may also give your credit card information via phone or post a cheque direct to thermsaver, 14 Melford Road, Righead Industrial Estate, Bellshill, ML3 2LR.

Your Right To Cancel

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any of these items within a period of 7 working days, beginning with the day after the day on which the item is delivered.

This does not apply to special order & made to order products.

Please note that you will be responsible for the cost of returning the goods to us or our suppliers unless we delivered the goods to you in error or they are faulty. There may be a re-handling charge up to a maximum of 40% of the products. We will endeavour to keep a re-handling charge to a minimum and it will be at cost only.

All goods must be returned undamaged, in a re-saleable consdition and in the original packaging. If a collection is required a charge may be made.

We will endeavour to respond to all complaints within 3 working days. This does not affect your statutory rights as a consumer.

Completion of Contract

We consider the contract complete when the delivery has been made in full.

Tax Charges

For orders made from the UK or the European Union, 17.5% VAT is added.

Reaching Us

If you need to reach us, please email us on info@thermsaver.co.uk, alternatively, you can call on 01698 300100 or fax us on 01698 327 776.

Our phone lines are open Monday to Friday 8.30am to 5.30pm GMT. All calls are charged at normal telephone rates.

If you wish to contact us by post our address is:

Thermsaver Ltd, 14 Melford Road, Righead Industrial Estate, Bellshill, ML3 2LR.

Payment, Pricing & Promotions

We retain the right to make adjustments to the pricing on this site to take into account any increase in our suppliers prices, the imposing of any taxes or duties, or if due to an error and the price published for goods is incorrect regardless of the status of the order.

Viewing Orders

If you set up an online account when you placed your order you can log in to see the status of your order and your order history. Click the "My Account" link at the top of each page using the email address and password you used when you set the account up. If you've forgotten your password then click the "Forgot Your Password" link to reset your password.

Updating Account Information

To update your account information including billing or delivery information simply log into you account by clicking the "My Account" link at the top of each page. You can then update your details.

Web Site Usage

The use of this web site is subject to compliance with our web site usage agreement. Please read these carefully before using the site. By accessing the site you agree to these terms and conditions, (which may be modified from time to time). You are bound by any such revisions and should therefore periodically visit this page to review the current website user agreement.

Please use our Enquiry Form if you have any unanswered questions or for any further information you may require.