Terms & Conditions

These Terms govern the sale of goods by Domestic & General Heating Limited, trading as The Radiator Shop ("we", "us" or "our"), to the person or business buying the goods ("Customer" or "you").

We sell to two types of customers: • Individual consumers — private individuals buying goods for personal or domestic use. • Trade and installer customers — businesses, sole traders, contractors, installers and other persons buying goods wholly or mainly for purposes relating to their trade, business, craft or profession.

Where a provision of these Terms applies differently to consumers and trade customers, this is stated. Where no distinction is made, the provision applies to all customers.

A person placing an order on behalf of a business confirms that they have authority to bind that business.

Each accepted order is a separate contract ("Contract"). "Goods" means the products and related items identified in our order acceptance.

Website listings, catalogues and quotations are invitations to treat and are not binding offers. An order submitted by the Customer is an offer to purchase the Goods subject to these Terms.

After receiving an order, we may issue a provisional invoice or order acknowledgement. The issue of a provisional invoice or acknowledgement does not by itself constitute acceptance of the order or require us to supply the Goods.

Our team may contact the Customer to confirm stock availability, delivery details, identity checks and the payment method or payment channel approved for the order.

A Contract is formed only when we issue written confirmation that the order has been accepted or we dispatch the Goods, whichever occurs first.

We may decline or cancel an order before acceptance, including where Goods are unavailable, payment has not been received, a price or description contains an obvious error, the Customer does not pass reasonable verification checks, or we reasonably suspect fraud, sanctions risk or unlawful activity.

Where payment has been received but we subsequently cannot accept or fulfil the order, we will refund the amount paid for the affected Goods using an appropriate payment method.

The Customer must not make payment to bank details, links, accounts or payment channels that have not been confirmed through our authorised contact details. The Customer should contact us immediately where it receives conflicting or unexpected payment instructions.

Unless a quotation states otherwise, it expires 30 days after issue and may be withdrawn before acceptance. The Customer must check all specifications, quantities, delivery details and compatibility before ordering.

If Contract documents conflict, the following order of precedence applies: our written order acceptance; any quotation expressly incorporated into it; these Terms; and the Customer's order. Terms submitted by the Customer do not apply unless we expressly accept them in writing.

Descriptions, photographs, drawings, dimensions, weights, colours and performance figures are illustrative and may be subject to reasonable commercial or manufacturing tolerances. Manufacturers may make specification, appearance, component or firmware changes that do not materially reduce the Goods' overall function.

Heat output, BTU ratings, and performance figures are estimates based on standard testing conditions (e.g. Delta T50). Actual heating performance depends on matters outside our control, including central heating system design, boiler flow temperature, pipework sizing, system balancing, insulation, and proper water treatment.

The Customer is responsible for confirming that radiators, valves, mounting brackets, pipework fittings, and all other heating components are suitable, mutually compatible, and appropriate for the intended site, room heat loss, and wall construction. The Customer must follow current manufacturer manuals, technical data sheets, and safety instructions.

Unless expressly included in a written Contract, comments by our staff are general product information and are not a site survey, structural assessment, electrical design or substitute for advice from a competent professional. Nothing in this section excludes terms that cannot lawfully be excluded.

Unless stated otherwise, all prices shown are exclusive of VAT, delivery, insurance, pallets, special packaging and any customs duties, import taxes or similar charges, all of which are payable by the Customer.

We may change prices at any time before accepting an order. We may correct an obvious pricing, discount or calculation error even after an order is submitted; we will give the Customer the option to confirm the corrected price or cancel the affected order.

For export orders, the Customer is responsible for import clearance, local duties, taxes and regulatory costs unless our order acceptance expressly states otherwise. Any surcharge will be identified before the Contract is formed or agreed in writing where it results from a Customer-requested change.

Following receipt of an order, we will normally issue the Customer with an invoice or provisional invoice showing the Goods ordered, applicable VAT, delivery charges and the total amount payable.

Unless we expressly approve written credit terms, payment must be received in cleared funds before the Goods are dispatched or made available for collection.

After the invoice is issued, our team may contact the Customer to confirm the approved payment method or payment channel for the order. Available methods may vary depending on the order value, product, Customer verification, delivery location and fraud-prevention requirements.

An invoice does not guarantee that Goods have been reserved or that an order has been accepted unless we expressly confirm this in writing. Stock may remain subject to availability until payment has cleared and the order has been accepted.

The Customer must quote the relevant invoice or order number when making payment. Payment is treated as received only when cleared funds are available to us.

We will not be responsible for payment made to an unauthorised account, payment link, person or channel where the payment instructions did not originate from us or were altered by a third party, except to the extent that the loss was caused by our negligence or breach of legal duty.

The Customer must notify us immediately if it receives suspicious, changed or inconsistent payment instructions. We may require additional verification before accepting payment or releasing Goods.

For Customers with credit terms approved by us in writing, payment is due by the date stated on the invoice. The Customer must pay all undisputed sums in full without set-off, deduction, counterclaim or withholding except where required by law.

If an amount payable under approved credit terms is late, we may charge statutory interest and recover applicable compensation and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998. Businesses can agree payment terms, including payment upfront; where no payment date has been agreed, statutory default rules may apply.

Delivery dates are estimates only and time is not of the essence unless we expressly agree otherwise in writing. We may deliver in instalments and invoice each instalment separately. Delay in one instalment does not entitle the Customer to cancel another.

Unless agreed otherwise, delivery is kerbside at the address in our order acceptance. The Customer must provide safe and suitable access, competent personnel and appropriate lifting or unloading equipment. The Customer is responsible for unloading and for moving Goods from the delivery point.

The Customer must pay reasonable waiting-time, storage, aborted-delivery and redelivery costs caused by inadequate access, equipment or personnel, an incorrect address, or failure to accept delivery. If the Customer fails to accept delivery, we may store the Goods at its risk and cost or, after reasonable notice, resell or otherwise dispose of them and account for any balance after deducting amounts due.

A signed delivery note or carrier record is evidence of delivery and package count, but does not prevent a claim for damage or shortage that could not reasonably have been identified on delivery. Delivery charges are calculated dynamically based on total order weight and parcel dimensions. Details about delivery services also appear in our Delivery & Payment Policy.

The Customer must inspect the Goods and packaging as soon as reasonably practicable after delivery. Visible transit damage, incorrect items and quantity shortages should be recorded on the delivery document and notified to us promptly, normally within two business days. A latent defect must be reported promptly after discovery.

A claim should include the order number, product and serial numbers, photographs of the Goods and packaging, and any relevant logs, measurements or test results. The Customer must preserve the Goods and packaging for inspection and must not dismantle, modify, return or dispose of affected Goods without our written authorisation.

These notification periods help us investigate carrier and supplier claims. They do not extinguish a claim where inspection or notification within the stated period was not reasonably possible or where doing so would be unlawful or unreasonable.

Risk in the Goods passes to the Customer on completion of delivery, or when the Customer collects them. If the Customer fails to accept delivery when offered, risk passes at that time.

Legal title to the Goods remains with us until we have received in cleared funds all sums due to us from the Customer. Until title passes, the Customer must hold unpaid Goods as bailee, store them safely and separately, keep them identifiable as our property, maintain appropriate insurance and not remove or obscure identifying marks.

Before title passes, the Customer may resell Goods in the ordinary course of its business, but that permission ends immediately if a termination event under these Terms occurs. Where legally permitted, we may require the return of unpaid Goods and enter premises where they are reasonably believed to be stored to recover them. This section does not create a charge over resale proceeds.

We may accept the return of Goods where the Customer changes its mind or no longer requires them, subject to this section.

The Customer must request return authorisation from us within 14 days after delivery. No Goods may be returned without our prior written approval, a return authorisation number and compliance with our return instructions.

To qualify for a voluntary change-of-mind return, the Goods must be: • unused and uninstalled; • undamaged and in fully resalable condition; • complete with all components, accessories, manuals and labels; • in their original, undamaged packaging; and • returned within 14 days after we issue return authorisation, unless we agree otherwise.

We may inspect returned Goods before approving a refund or credit. We may refuse a change-of-mind return where the Goods or packaging are damaged, incomplete, used, installed, altered or otherwise not in resalable condition.

We provide free return transport for returns authorised and arranged by us. We will not reimburse return transport costs arranged independently by the Customer without our prior written approval. Risk in returned Goods remains with the Customer until we or our authorised carrier receive them.

We do not charge a restocking, inspection, repackaging or administration fee for an authorised return.

The following Goods cannot be returned for change of mind unless we expressly agree otherwise: • bespoke, customised or configured Goods; • special-order Goods obtained specifically for the Customer; • clearance or final-sale Goods identified as non-returnable before purchase; • Goods that have been installed, plumbed into central heating systems, filled with water, or painted; • Goods with missing or altered serial numbers or security seals; and • heavy heating Goods or radiators where return transport cannot be completed safely and securely in original packaging.

Approved refunds will be made to the original payment method or issued as account credit, as agreed in the return authorisation. Original delivery charges are not refundable under this voluntary change-of-mind policy, subject always to any statutory entitlement of an individual consumer to reimbursement of standard delivery charges when exercising a statutory cancellation right.

For individual consumers purchasing through a distance contract (e.g. online), this voluntary 14-day change-of-mind policy is additional to, and does not restrict, any statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer law. Where statutory cancellation rights apply, the statutory rules on cancellation periods, return costs and reimbursement of standard delivery charges will take precedence over this voluntary policy.

This change-of-mind policy is separate from the Customer's rights where Goods are defective, incorrectly supplied, damaged before risk passes, or otherwise do not conform to the Contract.

The Customer must inspect the Goods and their packaging as soon as reasonably practicable after delivery.

Visible transit damage, missing Goods, incorrect Goods or quantity shortages should be recorded on the delivery note or carrier record where reasonably possible and reported to us promptly, normally within two business days after delivery.

Defects that could not reasonably have been discovered during the initial inspection must be reported promptly after discovery.

A report should include the order or invoice number, product and serial numbers, photographs of the Goods and packaging, and any relevant logs, measurements or test results.

The Customer must retain the affected Goods and packaging for inspection and must not install, energise, dismantle, modify, dispose of or return them without our written instructions.

Damaged or defective Goods must not be returned automatically. We will assess the report and provide appropriate instructions. Depending on the nature of the issue, this may involve remote diagnosis, inspection at the Customer's premises, collection by an authorised carrier, return to a designated location, repair, replacement, credit or refund.

Where any heavy, bulky, or damaged heating product is suspected to be defective or unsafe, the Customer must not transport or return it without our prior written instructions.

Where we verify that Goods were damaged before risk passed to the Customer, were defective when supplied, were incorrectly supplied or otherwise did not conform to the Contract, we will provide an appropriate remedy subject to applicable law and these Terms.

We are not responsible for damage or defects caused after risk has passed by incorrect unloading, storage, handling, transport, installation, system design, compatibility selection, commissioning, misuse, abnormal conditions, failure to follow instructions or unauthorised alteration or repair.

The reporting periods above assist us in investigating claims against carriers and suppliers. They do not automatically extinguish a valid claim where earlier inspection or notification was not reasonably possible.

Subject to these Terms, Goods will correspond in all material respects with their description and be of satisfactory quality as required by applicable law. Any exclusion or restriction of terms implied by the Sale of Goods Act 1979 or other law applies only to the extent permitted and reasonable under the Unfair Contract Terms Act 1977.

Manufacturer warranties are offered by the relevant manufacturer on its own terms. Duration, eligibility, exclusions and remedies vary by product. The Customer is responsible for reading the applicable warranty, retaining proof of purchase and serial numbers, and registering products within any required period.

Unless we expressly agree otherwise in writing, we do not independently guarantee a manufacturer's obligations. We may provide reasonable administrative assistance with a valid claim, but approval and the remedy remain subject to the manufacturer's process.

Labour, diagnosis, removal, access equipment, transport, loss of use and reinstallation costs are excluded unless the applicable warranty or our written order acceptance expressly covers them. An advance replacement may require payment or security and return of the original product.

Unless a written Contract expressly includes installation services, we supply Goods only and are not the heating installer. The Customer must use competent, qualified heating engineers and is responsible for room heat loss calculations, structural wall fixing assessments, and safe hydronic installation.

The Customer must obtain and comply with all applicable building regulations, water bylaws, manufacturer instructions, and British standards (including BS 7593 for central heating water treatment).

Goods that are visibly damaged must not be installed or plumbed in. The Customer must verify product suitability and dimensions before installation.

Radiators and heating goods must be stored, handled, and installed strictly in accordance with manufacturer instructions and heating regulations. The central heating system must be properly flushed and treated with appropriate chemical inhibitors in accordance with BS 7593 to prevent internal corrosion and sludge accumulation.

A radiator that is dropped, deformed, cracked, leaking, or otherwise suspected to be damaged must not be connected to the water supply or filled. The Customer must safely retain the item in its protective packaging and contact us for case-specific instructions.

Suspected defective radiators must not be returned to us without prior written approval. The Customer is responsible for ensuring safe palletisation or secure packaging where return collection is authorised.

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of title implied by law, or any other liability that cannot lawfully be limited or excluded.

For trade and installer customers, subject to the preceding paragraph, we are not liable for indirect or consequential loss, or for loss of profit, revenue, production, anticipated savings, contracts, goodwill, loss of heating, plumbing or installer labour, or business opportunity, or for business interruption.

For trade and installer customers, subject to the first paragraph of this section, our total aggregate liability arising out of or in connection with a Contract, whether in contract, tort (including negligence), breach of statutory duty or otherwise, will not exceed 100% of the price paid or payable for the Goods under the Contract giving rise to the claim.

For individual consumers, nothing in these Terms affects your statutory rights, including rights under the Consumer Rights Act 2015. The limitations and exclusions in the two preceding paragraphs apply to trade and installer customers only and do not limit or exclude any liability we may have to an individual consumer under applicable consumer law.

Each limitation and exclusion applies only to the extent permitted by law and to the extent it is fair and reasonable under applicable law including the Unfair Contract Terms Act 1977 and the Consumer Rights Act 2015. Trade and installer customers are responsible for maintaining appropriate business, property, transit, installation and professional insurance.

To the extent caused by the Customer's act or omission, the Customer will indemnify us against reasonable losses, liabilities, damages and costs arising from unsafe or unlawful installation; failure to follow product instructions; unauthorised representations or warranties made to the Customer's client; infringement caused by materials supplied by the Customer; or breach of export-control, sanctions, environmental or waste law.

This indemnity does not apply to the extent a loss was caused by our negligence or breach of Contract, and it is subject to our taking reasonable steps to mitigate loss.

We are not liable for delay or failure caused by an event beyond our reasonable control, including manufacturer or component shortages, port disruption, carrier failure, strikes, energy interruption, fire, flood, severe weather, epidemic, cyber incident, government action, import or export restriction, or shortage of raw materials.

We may suspend performance, extend delivery estimates and allocate limited stock fairly among customers. We will notify the Customer where reasonably practicable. If the event prevents material performance for more than 60 consecutive days, either party may terminate the affected, undelivered part of the Contract by written notice. The Customer must pay for Goods already delivered and costs irreversibly incurred for bespoke or special-order Goods.

We may suspend supply or terminate a Contract immediately by written notice if the Customer fails to pay when due, exceeds its credit limit, commits a material breach and (where remediable) does not remedy it within 14 days of notice, becomes insolvent, stops or threatens to stop trading, or suffers a material deterioration in creditworthiness.

On termination, all outstanding invoices and accrued interest become immediately due. We may cancel undelivered orders and recover unpaid Goods where legally permitted. Termination does not affect rights and liabilities accrued before termination. Provisions intended by their nature to continue, including payment, title, liability, intellectual property, confidentiality and governing law, survive termination.

All intellectual-property rights in our website, catalogues, product images, data sheets, quotations, trade names and other materials remain owned by us or our licensors. Purchase of Goods does not transfer any intellectual-property rights.

The Customer may not copy, modify, republish or commercially exploit our materials without written permission. Manufacturer marketing materials and trademarks may be used only in accordance with the relevant owner's terms and brand guidelines.

Each party will comply with applicable UK data-protection law. We process personal data for account administration, order fulfilment, payment, delivery, support, fraud prevention and legal compliance as described in our Privacy Policy.

Our use of essential, analytics and advertising cookies is explained through our cookie information and consent controls. Non-essential cookies are used only in accordance with the choices made through those controls.

A formal notice under a Contract must be in writing and delivered by hand, prepaid first-class post or email to the registered office, business address or email address stated in the order acceptance or later notified in writing.

A notice is deemed received: if delivered by hand, when left at the correct address; if posted within the United Kingdom, at 9:00 am on the second business day after posting; and if emailed, when sent without a delivery-failure message, provided that an email sent outside business hours is deemed received at 9:00 am on the next business day. This section does not apply to service of legal proceedings.

The Customer may not assign, transfer or subcontract its rights or obligations without our written consent. We may assign or subcontract our rights or obligations, but remain responsible for our contractual obligations where required by law.

These Terms and the documents expressly incorporated into the Contract constitute the entire agreement. The Customer acknowledges that it has not relied on a statement not set out in those documents, but nothing excludes liability for fraud. A variation is effective only if agreed in writing by an authorised representative of each party.

Failure or delay in enforcing a right is not a waiver. If a provision is invalid or unenforceable, it will be modified to the minimum extent necessary or deleted, and the remaining provisions continue in effect.

No person other than the parties has a right to enforce the Contract under the Contracts (Rights of Third Parties) Act 1999. Nothing creates a partnership, joint venture, agency or employment relationship between the parties.

The parties will first try in good faith to resolve a dispute through their account managers and, if necessary, senior management.

These Terms and every Contract, and any non-contractual obligations arising from them, are governed by the law of England and Wales.

For trade and installer customers, the courts of England and Wales have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms or any Contract.

For individual consumers, nothing in these Terms affects your right to bring proceedings in the courts of any part of the United Kingdom where you are resident, or any right you have to bring a claim in the courts of England and Wales. Individual consumers may also have access to alternative dispute resolution (ADR) schemes; please contact us at sales@theradiatorshop.uk for further information.