Geyser UK Terms and Guarantees
We want buying from Geyser to be straightforward. This page explains what to do if you change your mind, receive a damaged product, find something missing from your order or experience a problem with a product you have purchased.
Nothing on this page affects your statutory consumer rights.
Check Your Delivery
Please inspect your order as soon as reasonably possible after delivery.
If an item appears to have been damaged in transit, please contact us as soon as possible and preferably within 48 hours of delivery. Reporting transit damage promptly helps us resolve the problem quickly and make any necessary claim with the courier.
Please take photographs of the product, its packaging and any visible damage, and keep the original packaging until we have advised you what to do next.
If you believe a product has arrived damaged, please do not install it before contacting us.
Our request that transit damage is reported promptly does not affect your statutory consumer rights.
Missing Parts
Please check your order carefully when it arrives.
If anything appears to be missing, please contact us as soon as possible with your order number and details of the missing item.
Please check all packaging carefully before contacting us, as smaller items such as valves, fittings and accessories may have been packed inside the radiator or towel rail packaging.
We will investigate any reported missing items and arrange the appropriate solution.
Changed Your Mind? – Consumer Returns
If you are a consumer purchasing online, you have the right to cancel most orders without giving a reason.
For most eligible products, you have 14 days from the day you receive the goods to tell us that you wish to cancel.
After notifying us, you normally have a further 14 days to return the goods.
To tell us that you wish to cancel an order, please contact us using the details at the bottom of this page and quote your order number.
Unless the product is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning unwanted goods to us.
Products should be returned carefully packaged and, where possible, in their original packaging.
You may inspect a product in the same way that you reasonably could in a shop. If the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and function, we may make an appropriate deduction from the refund where permitted by law.
If a product has been installed, altered or used beyond what would reasonably be necessary to inspect it, this may affect the amount that can be refunded.
Refunds
Where you validly exercise your right to cancel, we will process your refund in accordance with your statutory rights.
Where applicable, refunds will be made using the original method of payment unless otherwise agreed.
We may wait until the returned goods have been received, or until you provide evidence that they have been returned, before issuing the refund where the law allows us to do so.
Bespoke, Personalised and Made-to-Order Products
Some products are manufactured specifically to a customer's individual requirements.
The statutory right to cancel may not apply to products that are genuinely made to your specifications or clearly personalised.
Where a product is genuinely bespoke or personalised and is not eligible for change-of-mind cancellation, this will be made clear on the relevant product page before you place your order.
Simply being assembled or ordered after you place your order does not necessarily mean that a product is legally classed as bespoke.
If you are unsure whether a particular product can be cancelled or returned, please contact us before ordering.
This does not affect your rights if the product is faulty, damaged or not as described.
Electric Towel Rails
Some electric towel rails are assembled or manufactured to order.
Whether an electric towel rail is eligible for cancellation and return will depend on whether it is a standard product or has been made to your individual specification.
Where an electric towel rail is genuinely bespoke or personalised and is therefore excluded from normal change-of-mind cancellation rights, this will be clearly stated on the product page before purchase.
Your rights relating to faulty, damaged or incorrectly described products are unaffected.
Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as quickly as possible on 01204 695387.
Where an order has not yet been dispatched or entered a stage at which a genuinely bespoke product is being manufactured specifically for you, we will normally be able to cancel it.
If an order has already been dispatched, your normal cancellation and returns rights will apply where applicable.
Different conditions may apply to genuinely bespoke or personalised products.
Faulty Products – First 30 Days
Products supplied by Geyser must be of satisfactory quality, fit for their intended purpose and as described.
If a product develops a fault, please contact us as soon as possible and provide your order number together with details of the problem.
Consumers may have a short-term right to reject faulty goods during the first 30 days, subject to the applicable circumstances and consumer law.
Where appropriate, we may ask for photographs, videos or other reasonable information to help us identify the problem.
Faulty Products – After 30 Days
If a fault develops after the initial 30-day period, you may have the right to a repair or replacement in accordance with consumer law.
Please contact us before arranging repairs, removing the product unnecessarily or disposing of it.
We will review the circumstances and advise you of the appropriate next step.
Depending on the circumstances, this may include technical advice, replacement parts, repair, replacement, a price reduction or refund.
Faults Within the First Six Months
If a fault becomes apparent within the first six months after delivery, consumer law generally presumes that the fault was present when the goods were supplied unless the retailer can demonstrate otherwise.
This does not mean that every problem is automatically a product fault.
Problems caused by accidental damage, misuse, incorrect installation, inappropriate system conditions or failure to follow the manufacturer's instructions may not be covered.
We may ask for reasonable information to help determine the cause of the problem.
Faults After Six Months
Consumer rights do not automatically end after six months or when a product guarantee expires.
However, after the first six months, a consumer may be required to demonstrate that the problem results from an underlying fault with the product rather than normal wear and tear, misuse, installation problems or another external cause.
Our customer service team will assist wherever reasonably possible in identifying the cause of a reported problem.
Product Guarantees
Many Geyser products are supplied with an additional commercial product guarantee.
The applicable guarantee period is displayed on the individual product page at the time of purchase.
Guarantee periods vary according to the product and manufacturer and are not determined by the selling price of the product.
Please retain your order confirmation or other proof of purchase, as this may be required when making a guarantee claim.
A commercial guarantee is additional to your statutory consumer rights and does not replace or restrict those rights.
What Does a Product Guarantee Cover?
Unless specifically stated otherwise on the individual product page or accompanying guarantee documentation, a product guarantee is intended to cover manufacturing defects arising during normal use of the product within the stated guarantee period.
A guarantee will not normally cover problems caused by:
• Normal wear and tear
• Accidental damage
• Misuse, abuse or neglect
• Incorrect installation
• Modification of the product
• Failure to follow installation, operating or maintenance instructions
• Unsuitable water quality or heating-system conditions
• Damage caused by another component or system
• Electrical installation faults
• Cosmetic damage occurring after delivery
Where installation is relevant to the nature of a claim, we may ask for reasonable information about how the product was installed.
Installation
Radiators, towel rails and electrical heating products should be installed in accordance with the manufacturer's instructions and all applicable regulations.
Central-heating products should be installed by a suitably competent person.
Electrical products should be installed by a suitably qualified and competent person where required.
Incorrect installation may cause problems that are not faults with the product itself.
If we believe an installation issue may be contributing to a reported fault, we may ask for reasonable evidence or information about the installation to help diagnose the problem.
Making a Fault or Guarantee Claim
To help us deal with your claim as quickly as possible, please provide:
• Your name
• Your order number
• The product concerned
• A description of the problem
• Photographs or video where appropriate
• Any other reasonable information that may help identify the cause of the problem
Please contact us before returning a faulty product.
In many cases, our technical team may be able to identify the issue without the product needing to be returned.
Returning a Product for Inspection
If we ask you to return a product for inspection, please package it adequately to protect it during transport.
Unless we advise otherwise, please include any brackets, fittings or other components originally supplied with the product where they are relevant to the claim.
Once the product has been received, we will inspect or test it as appropriate and contact you regarding the outcome.
Repairs and Replacements
Where a repair or replacement is the appropriate remedy, we will work with you to resolve the matter within a reasonable time and without significant inconvenience.
The remedy available will depend on the circumstances, the nature of the fault, how long the product has been owned and your applicable statutory and guarantee rights.
Nothing in this section limits any remedy to which you are entitled under consumer law.
Manufacturer Guarantees
Where a product is supplied with a manufacturer's guarantee, Geyser will normally assist you with administering the claim where appropriate.
A manufacturer's guarantee is separate from your statutory rights against Geyser as the retailer.
The expiry of a manufacturer's guarantee does not automatically mean that your statutory consumer rights have ended.
Consequential Costs
Please contact Geyser before arranging remedial work where you believe a product supplied by us is faulty.
Do not book an installer to attend specifically to replace or repair a suspected faulty product until you have contacted us and we have discussed the appropriate next step.
Nothing in these terms excludes or restricts liability where it would be unlawful for us to do so.
Delivery Delays and Tradespeople
We strongly recommend that you do not book a plumber, electrician or other tradesperson to install your products until:
• Your complete order has physically arrived
• You have opened the packaging
• You have checked that the correct products have been supplied
• You have checked the products for visible transit damage
• You have checked that all required parts are present
Although we work hard to achieve our stated delivery times, unforeseen courier and transport delays can occasionally occur.
Waiting until the goods have arrived and have been checked can help you avoid unnecessary tradesperson costs.
Special Orders
Some products are specially manufactured or ordered specifically for a customer's requirements.
Where a consumer order is genuinely made to the customer's specification or clearly personalised, different cancellation rights may apply.
Any restrictions on cancellation will be made clear before the order is placed.
Please contact us before placing a special order if you have any questions about cancellation or returns.
Trade Customers and Business Orders
Consumer cancellation rights do not generally apply to purchases made wholly or mainly for business purposes.
Trade and business orders may therefore be subject to separate commercial terms agreed between Geyser and the business customer.
For special-order trade products, large project quantities or products manufactured specifically for a trade customer's order, a deposit may be required before production begins.
The applicable deposit, payment and cancellation terms will be made clear when the quotation or order is placed.
Orders Exceeding Our Normal Stock Holding
For large trade or project orders that exceed our normal stock holding, we may need to place additional products into production specifically for the order.
In these circumstances, we may require a deposit before production begins.
The payment schedule and cancellation terms will be confirmed with the business customer before the order is accepted.
Holding Completed Special Orders
Where specially ordered goods have been completed and a customer asks us to delay delivery, please contact us to agree suitable arrangements.
Storage periods and any payment requirements relating to large trade, project or special orders will be confirmed directly with the customer.
Delivery Times
The estimated delivery time for each product is displayed on the relevant product page.
In-stock products may be available for rapid delivery, while made-to-order, bespoke and special-finish products will normally have longer lead times.
Please check the individual product page for the current delivery estimate.
If delivery timing is critical, please contact us on 01204 695387 before ordering and we will be happy to confirm current availability.
We strongly recommend that installation is not arranged until the complete order has been delivered and checked.
Please see our Shipping & Delivery page for full delivery information.
Out-of-Stock Products
We aim to keep our most popular products available from stock.
If a product is temporarily unavailable, the product page may display an estimated lead time.
If you would like to confirm availability before ordering, please telephone us on 01204 695387.
VAT and Payment
Prices displayed to UK consumers include VAT unless clearly stated otherwise.
Geyser Ltd VAT Number: 816 555 223.
Payments made online are processed using secure payment facilities provided by our payment-service providers.
We do not recommend retaining references to a specific payment gateway on this page unless that provider is still the payment processor currently used by Geyser.
Complaints
We want to resolve any problems quickly and fairly.
If you have a complaint, please contact:
Operations Manager
Geyser Ltd
The Old Post Office
Cinderhill
Whitegate
Cheshire
CW8 2BH
Email: sales@geyser.co.uk
Telephone: 01204 695387
Contacting Us About Returns, Faults or Guarantees
Geyser Ltd
The Old Post Office
Cinderhill
Whitegate
Cheshire
CW8 2BH
Telephone: 01204 695387
Email: sales@geyser.co.uk
Company Number: 04971321
VAT Number: 816 555 223
Applicable Law
These terms are governed by the laws applicable to Geyser Ltd and its customers.
Nothing in these terms affects the statutory rights of consumers.