Terms and Conditions

Heat Genie Terms & Conditions

These Terms & Conditions govern your use of the Heat Genie service and website. By visiting the Heat Genies website you accept, and agree to, the content of these Terms & Conditions. We reserve the right to change the Terms & Conditions at any time and it is your responsibility to check regularly before ordering. This does not affect your statutory rights.


Terms of Contract

When you place an order via our website (www.heat-genie.co.uk) we will treat that action as an offer to buy. Once the order is placed you will receive confirmation in the form of an email and at this time we enter into a contract with you.


Product Specifications & Suitability

Published product details, specifications and suitability information is the best available at the time. Heat Genie shall not be held responsible for the accuracy of any advice given regarding the suitability (or otherwise) of any recommendation. If you have ordered an item that has an unsuitable product description we will remedy this by providing you a full refund upon the return of the item. Please see our Returns & Refunds page for details.

Heat Genie cannot be held liable for any damage caused by the fitting of any product supplied.

Please ensure that you have read your warranty conditions before attempting to install  your product. Heat Genie cannot be held responsible if the product is damaged or your warranty is voided.


Availability / Estimated Delivery Times

We do our best to ensure availability of all advertised products and endeavour to despatch all items within the quoted time. If there is a delay we will inform you of this via email and the product will be despatched as soon as it is available. If you have ordered multiple items they may arrive separately.

Heat Genie has no liability to you for any delay in the delivery of products ordered. We will do our best to get all orders out as quickly as possible. You have the right to cancel delayed orders at any time and get a refund via our by contacting our Customer Services department on customerservices@heat-genie.co.uk.

Occasionally we find ourselves having to withdraw an item because it has become obsolete or has been discontinued. If you have placed an order for an item that has been made obsolete we will inform you as soon as possible and offer you an alternative if one is available.



Payment over the Internet can be made via our secure check out pages using the PayPal portal with either your PayPal account or via a credit or debit card on the PayPal portal. Charges will appear on your statement as “Heat Genie”.

All prices are quoted in pounds sterling (£) and include Value Added Tax (VAT) at UK rates.

Due to the nature of the clearing system your credit card payment will be taken at the point of ordering. If a problem in supply should occur and you would like to cancel your order we will be happy to assist you in obtaining a refund via our Customer Services Department.



Your items will be delivered using a courier.

If you haven’t received your items within 5 working days of the date of despatch, you must notify our Customer Services Department via email.

Free Delivery only applies to orders which are delivered to Mainland United Kingdom and specifically exclude all other areas including Northern Ireland, Channel Islands, Isle of Man, Scilly Isles. For delivery to non-mainland addresses please call our Contact Centre on 0845 609 9990 or email customerservices@heat-genie.co.uk


International Orders

We are unable to accept International orders.



Orders may be cancelled at any time before they are despatched, via our Contact Centre on 0845 609 9990 or customerservices@heat-genie.co.uk, for a full refund. If the item has already been despatched then please see below for our returns policy.



You have the right to cancel your order and request a Returns Number within 14 days of the date of delivery. Please notify us via email at customerservices@heat-genie.co.uk of your intention to return your item(s) within this time and we will promptly issue you with a Returns Number. You must quote this number on the correspondence accompanying the return. You must return your item(s) within 14 days of your Returns Number being issued. Due to the volume of orders and stock we handle, returns will only be accepted for credit or refund with a Returns Number.

If you’ve ordered the wrong item(s) or simply had a change of heart, please return it in perfect, re-saleable condition (including product packaging, instructions, etc). You must not write anything on the item, its packaging or instructions. Please note that the costs of returning your item(s) must be paid by you.

Goods returned because they are faulty or defective must be returned in the condition you received them. We will pay the cost of returning the item(s) to us via our preferred courier only. All items which are received damaged or faulty must be notified to us via email to customerservices@heat-genie.co.uk within 72 hours of receipt.

Provided that you return your item(s) in accordance with these Terms & Conditions we will refund what you’ve paid for the item(s) or replace or exchange the item(s) if applicable. Refunds are processed within 5 working days of receipt of the returned item(s). Refunds are made using the same form of payment that was used to make the initial purchase.


Faulty Goods

The following information is intended as a guideline. Wherever possible we will respond to your individual circumstances.


Should a fault occur with the item(s) within 28 days of delivery you will be offered the choice of a replacement or refund.

If there is a fault with your product or other defect with your order within the specified guarantee period of your product from date of delivery we will normally offer a replacement or repair.

On returning faulty items ensure you adhere to the returns guidelines as outlined above and in our Returns policy. Failure to meet these conditions may result in your return not qualifying for a refund or replacement.

This guarantee does not cover faults caused by accident, neglect or misuse.

The guarantee period for each product is detailed in the Warranty Card supplied with each item.

You can notify us of a faulty item online via emailing customerservices@heat-genie.co.uk.



We shall not be liable for incidental or consequential damages or expenses. This includes, but is not limited to, damage to property, lost income, profits, economic or commercial losses and third parties claims.

We will do our best to get all orders despatched within 48 hours (48 hours refers to 2 working days on orders received before 2pm). We have no liability to you for any delay in the delivery of products ordered. You have the right to cancel delayed orders at any time and get a refund prior to the item being despatched.

This warranty does not affect your statutory rights.


Use of Website Content

All content included in this site, text and graphics (including copyright), is owned and controlled by Heat Genie. In accessing the Heat Genie web pages, you agree that you may only read, print or download the content of this website solely for personal and non-commercial use. You are not permitted to copy, broadcast, download, store, transmit, show or play in public, adapt or change in any way the content of these eSpares pages for any other purpose whatsoever, in any medium, without the prior written permission of Heat Genie. Any content found to be being used for commercial use such as images or video will be subject to a minimum charge of £500 per item per month.

You agree not to adapt, alter or create any derivative work from any material on this site, or to restrict or inhibit the use or enjoyment of this site by anyone else. It is not permitted to create any link to or from this website without prior written consent.

For more information, see our full Copyright Notice.


Privacy & Disclaimer

We will never sell or pass on your name and address to any other organisation without your consent. Your details are confidential and you will never receive unsolicited mail  from third parties as a result of ordering from Heat Genie.

Telephone calls to our Call Centre may be monitored or recorded for training purposes.

Heat Genie maintains a strict privacy policy in full accordance with the Data Protection Act 1998.



If you have any further questions regarding our Terms and Conditions, our Customer Services Department is available via email or on the telephone and will be happy to assist.