If you think you have a fault with a product we have supplied or the product has arrived damaged please contact our service desk who will deal with your problem. In most cases we will arrange for a replacement item to be sent out and arrange to collect the faulty / damaged item. Some manufacturers insist on handling their own faulty goods and in those cases we will refer your claim back them. Where applicable our service desk will issue you with a claim or RMA number. Please keep a note of that and refer to it in case of queries.
Please don't send back items without first getting an exchange / RMA number from us as we may not be able to track your goods and this may delay us either replacing it or refunding you.
Please advise us of damaged goods as soon as possible and as a minimum within 5 working days of receipt. This allows us to claim against our carriers where they are responsible for the damage.
If the fault can be repaired we reserve the right to do so.
If a product requiring replacement is wired in, plumbed in or otherwise installed we will need it to be disconnected before we can effect the replacement. We shall not be liable for any costs associated with the removal or re-installation of the faulty item.
If a product requiring repair is wired in, plumbed in or otherwise installed and we need it to be disconnected before we can effect the repair we shall not be liable for any costs associated with the removal or re-installation of the faulty item.
If you have purchased an item and want to return it to us you must notify us within 14 days of purchase and the goods must be returned to us within 14 after notification. Please contact our service desk who will give you a returns number which should be quoted in the event of any query. They will also guide you through the returns process. The goods should be returned in the packaging in which you received them. No refunds or credits will be issued until the goods have been received and checked by us.
We expect all the goods that we supply to you to be in perfect condition and to perform and operate as you require. Sometimes this will not be the case. In the few instances where this happens we wish to resolve problems quickly and with the least effect on you.
The following is our policy for cases where you wish to return goods. Please take a moment to read through it.
When you contact us you may find it useful to have to hand the following information:
The invoice or delivery note for the goods; your account number , order number for the goods you ordered and the date of your order.
Specific details of the problem concerning the goods.
Starting the returns procedures
If you wish to return any goods you have purchased from us please:
Obtain a Returns Number from our Service Desk. This number is valid for  days, and you will not be able to return the goods without it. (email: firstname.lastname@example.org )
Returning the goods
When you notify us that you wish to return the goods you must arrange for a courier to return the goods. Ensure the Returns Number is visible on the outside of the packaging.
Points to note:
Pack the goods in the original packaging and on original pallets in an adequate and safe manner.
All packaging should be in the condition it was provided to you and you should not mark or damage it (unless it is unavoidable in unpacking the goods or packing them again for return to us).
All accessories which are included or provided with the goods should be returned (such as manuals, cables, consumables, etc).
You should stick an address label with the Returns Number on the packaging together with your name, address, order and account number. You should avoid using excessive amounts of extra packaging, sealing tape etc to reseal the packaging, and you should not write on or otherwise mark the packaging.
We will not accept custom-made or bespoke products unless the goods were damaged or faulty when delivered to you.
All goods to be returned are to be addressed to:
Stoves + Solar
2 Lands End Way
Reasons for return
If you notice that the goods are faulty, or are damaged, or are not what you ordered please do not accept the goods from the courier and sign the delivery note accordingly to indicate the nature of the problem. Please contact us as soon as possible.
On receiving the goods back at warehouse we may replace, repair or provide other assistance depending on the circumstances according to our terms and conditions or as provided in the manufacturer's warranty.
If subsequent to delivery you notice that:
the goods are faulty, or the goods are damaged, or the goods are not what you ordered, or there are some of the goods or part of the goods missing you should contact us as soon as you become aware of the problem, generally not more than 5 days after delivery.
All items believed to be faulty are referred to our Technical Support Team who will contact you and may ask you to perform tests to establish the cause of the problem and where possible rectify this.
If unsuccessful and in all other circumstances a returns order will be generated and return of goods arranged.
On receiving the goods back at our premises we may replace, repair or provide other assistance depending on the circumstances according to our terms and conditions.
If the product is found to be faulty at time of manufacture we will either arrange for a replacement from the manufacturer to be delivered to you; as provided in the manufacturer's warranty, or complete your returns order and credit your account.
If the product is reported faulty and no fault is found the product will be returned to you and the returns order will be cleared.
Subsequent to arrival—change of mind
If there is no problem with the goods but you have changed your mind as to whether you wish to keep them then we may be prepared to accept their return subject to the following:
You must notify us that you wish to return the items within 5 days of their delivery (7 days if trading as a consumer);
The goods must not have been opened or used and the packaging must be in the condition in which it was delivered to you;
You may have to pay to us the following amounts;
a courier charge if we have to collect;
a charge of 25% of the cost of goods to cover our reasonable costs for administration and restocking the returned goods.
Where applicable these charges will be deducted from the amount we refund to you or credit to your account.
Unless trading as a consumer, it will be at our discretion whether we allow you to return the goods or whether we accept any goods which are returned to us.
An important exception to the above
Our returns policy does not cover goods which are faulty or damaged when the fault or damage is caused by you. This covers situations where you have not followed the instructions for use, have misused the goods, neglected or not taken proper care of the goods etc.
These conditions do not affect your statutory rights under the Consumer Contracts Regulations. http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations