Diesel Heaters NI wants customers to be completely satisfied with their purchase. This policy explains your rights regarding cancellations, returns, faulty goods and refunds.
Change of Mind / Online Orders
If you purchase goods from us online, you may cancel your order within 14 days of receiving the goods.
After notifying us that you wish to cancel, you then have a further 14 days to return the goods.
To qualify for a full refund, returned items should be:
- Complete and in their original condition
- Returned with all accessories, controllers, wiring, fittings, manuals and packaging supplied
- Free from damage caused after delivery
You may inspect an item in the same way you reasonably would in a shop. However, if an item has been installed, fuelled, wired, operated or used beyond what is necessary to inspect it, we may make a reasonable deduction from the refund to reflect any reduction in value.
Diesel Heaters That Have Been Installed or Used
Diesel heaters and electrical components should be checked carefully before installation.
If a heater has been installed, connected to fuel, powered up or operated, it may no longer be possible for us to resell it as new.
This does not affect your legal rights if the product is faulty.
Return Postage
For change-of-mind returns, the customer is responsible for the cost of returning the item to Diesel Heaters NI.
We strongly recommend using a tracked and insured delivery service, as returned goods remain the customer’s responsibility until they are received by us.
If an item is faulty, damaged on arrival or we have supplied the wrong item, please contact us before returning it. Where appropriate, we will arrange or reimburse reasonable return postage costs.
Refunds
Once your return has been received and inspected, we will confirm whether the refund has been approved.
Approved refunds will normally be issued to the original payment method.
Please allow several working days for your bank, card provider or payment service to process the refund after it has been issued.
Where an entire online order is cancelled within the statutory cancellation period, any applicable standard outbound delivery charge will also be refunded in accordance with your statutory rights.
Additional costs resulting from choosing an enhanced or premium delivery service may not be refundable.
Faulty Goods
All products should be inspected as soon as reasonably possible after delivery.
If you believe an item is faulty, please contact Diesel Heaters NI before attempting repairs or returning the product.
Depending on the circumstances and your statutory rights, we may offer:
- Troubleshooting or technical support
- Repair
- Replacement
- Partial refund
- Full refund
Under UK consumer law, consumers may have a 30-day short-term right to reject faulty goods where the goods do not meet the required legal standards.
Your statutory rights continue after the first 30 days and are not limited by this policy.
Incorrect Installation or Misuse
Refunds or warranty claims may not be accepted where a fault or damage has been caused by matters including:
- Incorrect installation
- Incorrect voltage or power supply
- Incorrect wiring
- Fuel contamination
- Running a heater without an adequate fuel supply
- Water or moisture ingress
- Modification of the heater or wiring
- Using unsuitable components
- Accidental damage
- Failure to follow installation or operating instructions
This does not affect your statutory rights where the product itself was faulty.
Damaged or Incorrect Orders
If your order arrives damaged or you receive the wrong item, please contact us as soon as possible.
Where possible, please provide photographs of:
- The item
- The packaging
- The delivery label
- Any visible damage
This helps us resolve the issue quickly.
Items That Cannot Normally Be Returned for a Change of Mind
Returns may not be accepted for:
- Products made or modified specifically to a customer’s requirements
- Special-order or personalised products where statutory cancellation rights do not apply
- Items damaged through installation, misuse or improper handling
Faulty products remain covered by your applicable statutory rights.
Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
If the order has not yet been dispatched, we will normally cancel it and issue a full refund.
How to Request a Return
Before sending any item back, please contact us with:
Your name
Order number
Product purchased
Reason for return
Email: info@dieselheatersni.com
We will then provide the appropriate return instructions.
Please do not send goods back without identifying your order, as this may delay the refund.
Your Statutory Rights
Nothing in this Refund & Returns Policy removes or reduces your statutory consumer rights.
Customers in the United Kingdom and Ireland may have additional rights under the consumer protection laws applicable to their purchase.