Returns Policy at Surya IR Heating Systems
It is our promise and expectation to provide you with only the highest quality products. This means ensuring a full test and inspection of each heating panel before dispatching your order. Each order is then sent out sufficiently packaged to prevent any damage becoming to the panel.
If you encounter any problem with your order though, we have a procedure for getting it resolved as efficiently as possible.
First and foremost you must bring your issue to our attention. Firstly get in touch with our customer service team to inform us of any problem. If this problem cannot be fixed by our customer service team you will then be sent a returns form, by e-mail, to fill in and send it back with the items you wish to return.
If Your Items Aren't Faulty
Online purchasing means you can never be sure on what you'll be getting and if it is 100% suitable for you. We realise this and to give you chance to try your order out, we give you 30 days to test your infrared panel heater(s).
If at any time you decide the panel heater is not for you or you believe there is one more suitable for you, just send them back to us within 30 days. As long as they are fit for resale (Not modified in anyway, in the original packaging and undamaged) we can provide a full refund on all Panel Heaters and all Bar Heaters. Any Image Infrared Heating Panels would be refunded less a 15% restocking fee and Custom Printed Infrared Heating Panels are non-refundable as your own image will have been printed on the panel.
As there has been no error on part, we will not refund any postage costs. We also do not take any responsibility for damaged or lost items when being sent back into us. We very strongly advise our customers to send any returns on a tracked service.
If you have received your order and find that your items are incorrect, please let us know as soon as possible.
If your order is received and we have sent the incorrect items we shall arrange a collection for the next working day.
If you have ordered an item and do not wish to keep it or you have simply ordered the wrong item, let us know and we'll e-mail you a returns form. The items will then need sent back at your own expense.
If Your Items Are Faulty
Whilst we pride ourselves on the high quality of products we supply, there is the very rare tendency for them to fail. Please read below to find the suitable course of action.
Items Dead On Arrival
If you open your order up and after getting it set up find out the item is dead on arrival you'll need to notify us straight away. If the problem is solvable on the phone, one of our customer service reps will help you resolve the issue. If you cannot reach a resolution over the phone, we ask that the panel is packaged up exactly as you received it. We will then arrange a collection for the next working day.
Faulty Within The Warranty
If you have any items that develop a fault please call us on 0116 321 4124 so we can try and rectify the problem. If we can't help, and your products are within warranty (5 years) we shall then ask for you to send the item back into us for testing and inspections. After the resulting testing, we will then make the decision whether to repair or replace your item.
Please be aware, the warranty does not apply to any damages or performance issues that may have arisen from Acts of God or any form of abuse, abnormal or misuse or if they have been used and violated standard application or instruction. Also, if they have not been installed correctly regarding the relevant regions current electrical and safety standards the warranty is void.
If you modify any of your items and they become faulty, you have voided the warranty. You will not be able to return the item for a replacement or repair.
If you return your order without notifying us, any postage costs will not be reimbursed. If you are within 30 days of your order date then contact us and we shall arrange a collection at a cost of £20, however, any Glass IR Panels and Mirror IR Panels are to be returned at the customer's cost. Any orders outside of the 30 days returns period will be the responsibility of the customer to get back to us. Surya IR Heating Systems is not liable to refund orders outside of the 30 day returns period.
Unit 1A, 20 Devonshire Road, Leicester, LE4 0BF