Terms & Conditions
Making A Purchase To make a purchase, please browse our store and add the items that you wish to buy into the shopping cart. After you have finished your selection, click on ‘Checkout’ and you will be asked for a few details that we need to be able to complete the order.
By committing to the purchase, you agree you have consulted the power sizing guidelines and calculators to accurately specify the panel types and quantity you require.
Energy-savings and control of comfort levels can only be made in conjunction with the correct thermostat or control device. We strongly recommend you purchase adequate control devices with your order to ensure optimum comfort levels and energy-savings. Adequate devices are recommended with each product.
We accept card payments. If you are shopping from North America or anywhere else, place your order and your card company will convert the transaction to US Dollars or your own currency.
We accept Visa and MasterCard. If you do not wish to pay online, you may send your card information via phone, fax or by post.
If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an order acknowledgement. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable before entering the contract with you.
Shipping And Handling We do not usually charge shipping and handling for deliveries in the UK and mainland Europe. For deliveries outside these areas we reserve the right to add shipping charges.
We will act on your order within 1 working day of receipt. Shipping times will depend on stock availability – noting certain infrared panels are made-to-order.
We will send you an “Order Dispatch” notification when the order has been dispatched. This will contain delivery information and expected delivery dates.
All goods are checked before leaving our warehouse. We do not dispatch items that appear damaged in any way.
When the goods are delivered please inspect each the packaging of each item before signing and if there is any noticeable damage please only sign for “AS DAMAGED” and inform us on +44 (0) 1473 760059 as soon as possible.
Whilst we pack all of our heaters as well as possible, infrared heating panels (especially glass and mirror panels) are fragile. Please handle them with care. Please unpack and physically inspect all panels and notify us within 24 hours of delivery if there is any visible damage.
We require all deliveries to be signed for and you agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
Back Orders If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
Returns Policy Your rights to return goods are protected under the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you wish to return goods, you have 14 days from the date of delivery to notify us and 14 days from date of notification to return the goods to us. If goods are not faulty, you are responsible for the cost and risk of loss or damage incurred when returning the goods, so you should take out enough postal insurance to cover their value. This returns policy does not affect your rights when we are at fault – for example, if goods are faulty or mis-described, where we will assume the costs of returning the goods.
In cases where you do not want products that are in good working order (i.e. due to a mistake in ordering, product turns out not to be suitable for purpose intended) all such goods returned must be un-used, in saleable condition, complete with all original packaging and fixings. If goods do not reach us in this condition we reserve the right to reduce the refund according to the reduction in value of the goods. The includes instances where the heaters have been installed (for example the plug removed) or altered in any way.
Your right to cancel or return unwanted items does not apply to bespoke or special order heaters (such as picture panels).
Cancellation For standard stock items (excluding special order goods) you are entitled to cancel your order and obtain a full refund including any delivery charges at any time before delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you.
Specification If we are asked for advice as to the suitability of any product such advice will be given to the best of our ability and in good faith but such advice is only given on the express condition that the Company is exempt from liability for failure in performance resulting directly or indirectly from such advice.
If within the warranty period relating to the Goods, a material defect in the Goods shall be discovered and you notify us within 14 days after discovery of such defect giving particulars in accordance with the Company’s warranty claim form, you can return the goods to us (at your own expense and risk). The Company will either repair or replace any Goods which are accepted by the Company as being defective. Any Goods returned must be appropriately packaged and labelled. The Company will not honour any warranty claim where the Goods have or appear to have been damaged in transit or altered, misused or been tampered with in any way. If, after testing the Company does not consider the Goods to be faulty the Goods will be returned to you at your expense. Your remedies in respect of any claim under the foregoing express warranty or any condition or warranty implied by law to any other claim in respect of the Goods or any workmanship in relation to them (whether or not involving negligence on the part of the Company) shall, in all cases, be limited to the repair or replacement of the Goods or as aforesaid.
The Company shall have no liability for any costs of installation, removal or inspection costs incurred by the Buyer or any third party in respect of any warranty claim.
The Company’s liability applies only to defects appearing before you make any modification or alteration to the goods and whilst the Goods are being properly used or stored and in particular (but without limitation) the Company shall not be liable in the case of defects arising from normal deterioration or improper use, damage, supply voltage in excess of the stated input voltage or faulty handling by you.
Tax Charges For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.
Credit Card Security When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
Reaching Us If you need to reach us, please email us using the link on the store page, alternatively, you can call on +44 (0)1473 760059 (International +44 +44 (0)1473 760059) or fax us on +44 (0)872 115 0084 or write to us at
Unit 4 Court Farm,
CO11 1PW United Kingdom
We collect customer data via our contact form (name, address, email and phone) and this data is used by Herschel Infrared Ltd to get back in touch with interested customers about our products. We retain this data for our own customer-contact use.
We may pass on a customer name and contact number to one of our approved distributors who may be better placed to deal with a customer’s request than we are. We do not save detailed information of any nature at this point.
Outside the above circumstances, we do not submit customer details gathered from this site to any other third party for any purpose whatsoever.
Cookies are used on this shopping site where they are strictly necessary for the site functionality. They are used to aid navigation, and to keep track of the contents of your shopping cart. If you log in to an account, your logged-in status is recorded in a temporary cookie. If you select the ‘Remember Me’ Option in the checkout, a cookie will be used to remember your details. You can turn off cookies by blocking them in your browser Privacy settings. If you turn off cookies, you will be unable to place orders or benefit from the other features that use them.
Data collected by this site is used to: a. Take and fulfil customer orders. b. Administer and enhance the site and service. c. Only disclose information to third-parties for goods delivery purposes.