Terms and Conditions: Returns and Refunds

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Terms and Conditions: Returns and Refunds

1.1. Agreement to Terms:
By accessing or using our website, you agree to be bound by these Terms and Conditions. This includes any amendments or updates we make, which will be clearly communicated on this page. It is your responsibility to review the terms regularly.
1.2. Definitions:
“User” refers to any individual accessing the website. “Company” refers to ABCOT UK LTD trading as the Electric Combi Boilers Company. “Services” covers all products, information, and resources provided via the website.
1.3. User Responsibilities:
Users agree to use the site lawfully, ensuring no malicious, harmful, or unauthorized activities (such as hacking or spamming). Misuse may result in restricted access.
1.4. Updates to Terms:
The Company reserves the right to update these terms at any time. Continued use after changes implies acceptance of the new terms. Notifications will be provided for significant updates.
1.5. Intellectual Property:
All content, including logos, trademarks, and proprietary information, is the exclusive property of the Company. Unauthorized use of such content is prohibited.

2. Website Usage:
Our website and its contents are provided for general information and use. We aim for accuracy but cannot guarantee that all information is up-to-date or free of errors. Users are responsible for ensuring that any reliance on the website’s content is at their own risk. We may update, modify, or remove content at our discretion.
2.1. Limitation of Liability:
The Company will not be liable for any direct, indirect, or consequential losses incurred due to the use of the website. This includes but is not limited to, any losses resulting from website downtime or inaccuracies in the provided information.
2.2. External Links:
The website may contain links to third-party websites for additional resources. We do not endorse or take responsibility for the content or policies of external sites. Use of these links is at your discretion.
2.3. GDPR Compliance
In compliance with the General Data Protection Regulation (GDPR), we are committed to protecting your personal data and privacy.
– Data Collection: We collect personal data (e.g., name, email, address) for the purposes of providing services and fulfilling orders.
– Consent: By using our website, you consent to the collection and use of your data as outlined in our Privacy Policy.
– User Rights: You have the right to access, rectify, or delete your data at any time. Please contact contact@electriccombiboilers.uk to exercise these rights.
– Data Retention: Your personal data will be retained only as long as necessary to fulfil the purpose of collection, or as required by law.
– Data Sharing: We may share your data with third parties essential for service provision (e.g., payment processors), with whom we ensure GDPR compliance.
– Security: We employ industry-standard measures to protect your data from unauthorized access or disclosure.
For more details on how we handle personal data, please review our [Privacy Policy].

3. Online Shop Terms
3.1. Product Information:
We strive to provide accurate product descriptions, but we cannot guarantee that product information, including pricing, is free from errors. We reserve the right to correct any errors and update product details without notice.
3.2. Product Offerings & Prices:
Products listed on our online shop are subject to change at the company’s discretion. Prices are fixed unless otherwise communicated, and we may modify or discontinue products without notice. Online shop prices may differ from external sales or promotions.
3.3. Bundles
Our bundle offers are customizable for customer selection, and we reserve the right to modify bundles, offers, and pricing at any time.
3.4 Discount Codes
Only one discount or promotional code can be applied per order. We reserve the right to offer promotions, but warranty or guarantee offerings will match only what is stated on our website.
3.5. We do not match warranty or guarantee offerings that exceed those stated on our website.
3.6 Selecting an Appropriate Product
Electric Combi Boilers Company provides product recommendations based on answers from our online form, or through direct communication with our team. However, it is solely the customer’s responsibility to ensure the selected boiler and accessories are appropriate in terms of size, power, and performance, based on the information provided on our website.
3.7. Product Offerings & Prices
Products listed on our online shop are subject to change at the company’s discretion. Prices are fixed unless otherwise communicated, and we may modify or discontinue products without notice. Online shop prices may differ from external sales or promotions.
3.8. Accessories
– Thermostats & Controls: Customers are responsible for ensuring that their selected thermostats or controls are compatible with our boilers (e.g., VOLT-FREE for ELEKTRA and Guival boilers). For smart thermostats, an active Wi-Fi and broadband connection is required to fully use smart features.
– Limescale Reducers: Strongly recommended for hard water areas, our scale reducers are designed to reduce limescale buildup and are required for warranty coverage.
– Non-Bypass Filters: Our filters offer high-performance filtration and are required for the manufacturer’s warranty on the boiler.
– Isolators: Appropriate 63A rotary isolators are recommended for 12kW boilers, and the correct installation is necessary to maintain the warranty.
3.9. Order Process:
Placing an order on our website constitutes an offer to purchase, which we reserve the right to accept or reject. Upon order acceptance, you will receive an email confirmation.
3.10. Payment:
We accept payments via debit or credit card and BACS. Cheques are not accepted. All prices listed include applicable taxes unless stated otherwise. Payment must be made in full at the time of purchase.

4. Shipping & Delivery:
We aim to process and dispatch orders within the time frame stated in the specific delivery option selected by the customer, always in working business days. Delivery times may vary based on your location and chosen shipping method. We are not responsible for delays caused by courier services.
4.1. Delivery Zones
We provide delivery services within the following zones, each with specific delivery timelines and conditions:
– Zone One (Mainland UK): Orders placed before 2 PM on a working day are processed the same day. Delivery options include:
– Standard: 3–5 working days.
– Next Day: For orders placed before 12 NOON (Mon-Thurs).
– Saturday Delivery: Orders placed before 12 NOON Fridays for weekend delivery.
Delivery prices vary depending on the quantity of products ordered, and there are no deliveries on Sundays.
– Zone Two (Highlands & Isles): Orders follow the same timelines but may incur additional costs depending on postcode and volume.
– Zone Three (Northern Ireland & Eire): Delivery times and costs differ based on volume and location.
4.2. Delivery Conditions
– Boilers are delivered on a pallet, requiring a signature.
– Due to size/weight, it’s recommended two people are available to receive the delivery.
– The deliveries are “kerb-side deliveries”, the courier will not bring deliveries inside or upstairs.
– Deliveries are scheduled between 9 AM and 5 PM (working days).
– Missed deliveries incur a rebooking fee equal to the original delivery charge.

– It is the responsibility of the customer to ensure there is access for the delivery company to make the delivery and that the delivery address and details are accurate.

– The company is not responsible for delays or cancelled deliveries due to road works, red routes, access issues or inaccurate information provided by the customer.

– The company is not responsible for delays caused by courier services.

5. Returns & Refund Policy
5.1 Boiler Purchase Cancellation & Returns: You have the right to cancel your order before it is dispatched.
5.2. Boiler Return Methods: Boilers can be returned within 30 days from the date of purchase, with the following options:
– Arrange a return with your own courier (the customer bears the return cost).
– Request collection by our Company’s courier (fees starting at £100 + VAT).
– Return the boiler directly to our warehouse in Windsor.
5.3. Boiler Refund Conditions
Refunds are subject to product inspection and will incur a restocking fee calculated as a percentage of the total boiler price, as follows:
– 20% restocking fee if the boiler is returned with the box unopened.
– 30% restocking fee if the boiler is returned with the box opened.
– 50% restocking fee if the boiler has been fitted.
– Boilers returned damaged or in an unsellable condition will not be refunded.
5.4. Fitted Boilers
Boilers already fitted but returned within 30 days are subject to inspection. If found in working order, the refund will be processed minus a 50% inspection and restocking fee, plus collection or delivery fees.
5.5. Non-Refundable Items
Boilers found damaged or unsellable will not be refunded. The customer may arrange collection or request decommissioning and scrapping (fees apply).
5.5. Return and Refund of Accessories
Goods claimed by the buyer to be defective shall be returned by the buyer to the seller at the buyer’s expense within 14 days, where a replacement, a refund or a credit will be offered at a full invoice value less any delivery charges.
5.5.1. After receiving the order, the buyer has to report within 7 days, if there is any discrepancy or missing items. If the buyer doesn’t report or is unable to report within 7 days any claim made will not be valid.
5.5.2. Returns are allowed within 30 days from the date of purchase for refunds. The buyer will have to arrange the return delivery and cover any return postage costs. Returns must be made by a Trackable delivery service. Proof of purchase is mandatory.
5.5.3. All returned goods are subject to inspection. A 20% restocking charge applies for verified unused items and a 40% testing charge applies if the returned item is deemed to have been used.
5.5.4. Any alleged faulty part returned will be tested and if found not faulty, a charge of £20 to return the item back will be applied. The item/s will remain in our warehouse until this payment has been made.
5.5.5. If the part returned is deemed to be faulty the Company will replace the part or refund the price, as preferred by the buyer.
5.5.6. Any items returned by the buyer that are received damaged are non-refundable or replaceable.
5.5.7. A refund will be made to the same payment method used by the buyer.

6. Warranty:
All products are covered by the warranty explicitly stated in the product’s description or accompanying leaflet. If a product is faulty, we will offer a replacement, repair, or refund in accordance with our warranty terms.

The boiler’s warranty TCs can be found in the Warranty Certificate Card that comes with the boiler and here on our website. The electric boilers sold by our company are covered under two distinct warranties: the Manufacturer’s Warranty (as outlined below) and the Electric Combi Boilers Company (ECBC) “Under Warranty Callouts.”
6.1.1 Electric Combi Boilers Company “Under Warranty Callouts.”: The ECBC “Under Warranty Callouts” provides the boiler owner with a callout service to diagnose and repair the boiler, free of charge, provided the issue falls within the Manufacturer’s Warranty terms. Should the issue be unrelated or not covered by the Manufacturer’s Warranty, the callout will be charged at ECBC’s standard rates.
6.1.2. Callout Deposit Requirement: A deposit for the callout fee will be required prior to scheduling an appointment. If the issue is covered by the Manufacturer’s Warranty, and the boiler has been registered under ECBC’s Warranty Program, this deposit will be refunded through the same payment method. If the boiler has not been registered, the Manufacturer’s Warranty will apply to any necessary replacement parts, subject to inspection by our Company under Manufacturer TCs, but the callout deposit will not be refunded.
6.1.3. Non-Warranty Coverage: If the diagnosis reveals that the issue is unrelated to the Manufacturer’s Warranty, the deposit will be retained, and the customer will not be entitled to a refund.
6.1.4. Conditions for “Under Warranty Callouts” Coverage: To qualify for the ECBC “Under Warranty Callouts,” the boiler must be registered within 30 days of purchase via ECBC’s Warranty Program. Registration can be completed through the provided online form, or by mailing the original Warranty Certificate Card to our office at Green Acres, Oakley Green Road, Windsor, SL4 4QF. If the Warranty Certificate Card was posted to our office, we will respond via email to confirm the Warranty. Company confirmation of the receipt of the Warranty is required.
6.1.5. Delayed Installation: If the boiler is not installed within 30 days of purchase, the customer must notify the Company via email with the estimated installation date. Approval of an extension to the registration period is at the Company’s discretion, and written approval must be received. An approved registration extension does not affect the original warranty period, which begins on the purchase date, as specified in the Warranty Certificate.
6.1.6. Geographical Limitations for Callouts: The ECBC will respond to “Under Warranty Callouts” for boilers installed within a 200-mile radius of the Company’s main office in Windsor, Berkshire, UK.
6.1.7. Callouts Beyond 200 Miles: For properties located more than 200 miles from our office, ECBC reserves the right to:
– Appoint a local authorized installer to diagnose and repair the boiler, or,
– Authorize the customer’s preferred installer to proceed with the repair, subject to prior approval by the Company. ECBC will arrange payment to the installer at standard B2B rates, contingent upon the submission of a detailed job report with accompanying photos and the return of any replaced parts for inspection.

1- Preamble: This standard warranty, pursuant to art. 1519 septies cc, nothing innovative or modification on the rights granted to consumers to art. 1 D.L. 02/02/2002 No. 24, implementing Directive 1999/44/EEC. Notwithstanding, therefore, the rights referred to in Articles 1519-bis et seq. cc and the biennials statute of limitations placed on them for the protection of consumers, the company ABCOT UK LIMITED. and its trademark ELECTRIC COMBI BOILERS COMPANY. (hereinafter referred to as THE COMPANY) grants its customers the rights to the warranty indicated below, subject to the conditions specified therein.
Clauses:
1) The Company ensures the appliances are supplied for a period of:
a. For ELEKTRA COMPACT STANDARD ELECTRIC BOILER RANGE (EK.N, EK.C, EK.BPL and EK.BPC) and Guival SMALL ELECTRIC BOILER RANGE: 2 years standard warranty.
b. For ELEKTRA SMART ELECTRIC BOILER RANGE (SMART.N, SMART.C, SMART.BPC, SMART.BPL, EASY.C, EASY.BPL, EASY.BPC): up to 5 years warranty subject to boiler service on year 2 and year 4 from product purchase date. The boiler service must be performed by and Electric Combi Boilers Company engineer or Authorised Installer.
The warranty terms are valid and active as long as the product is installed and put into operation within a period of 2 years from the date of manufacture (indicated as monthly production in the test -internal card signed by the operator The Company), or within 18 months from the date of the sales invoice of the supplier and within 1 year from the sale of the manufacturer to the ultimate purchaser and as long as the installation has been carried on in accordance with the installation guidelines supplied with the appliances and products purchased and as long as the warranty has been registered with theELECTRIC COMBI BOILERS COMPANY via the online form or by sending the filled form scanned by email to contact@electriccombiboilers.uk or via post to ELECTRIC COMBI BOILERS COMPANY, Green Acres, Oakley Green Rd, Windsor, SL4 4QF.
The Company, in relation to the components and only for the time period stated above, will repair or replace, according to an evidence evaluation technique, the component that has defects in materials or construction. This standard warranty’s sole purpose is limited to the repair or replacement stated above, no other intervention can be claimed under the warranty provided by The Company, or any other damages, consequential losses or compensation resulting from any defect in materials or construction can be claimed under this warranty, except for the activation of a different statutory warranty and the terms and conditions laid down in it.
2) This warranty does not take effect if the buyer does not report the defects to The company within 3 days upon discovery.
3) Any repair or replacement of parts of boilers does not change the starting date and duration of this warranty. Parts replaced during the warranty period will be considered to have the same warranty period as what’s left of the original boiler warranty.
4) Within the time limits referred to in paragraph 2, the Company will repair and/or replace, free of charge, the pieces that, at its sole discretion and in accordance with its exclusive technical procedure deems necessary, to return the product to its original usage. In the event of an engineer visit to assess a boiler fault (under warranty), Abcot UK Ltd reserves the right to apply a deposit charge. If the fault is covered by the warranty the deposit will be refunded to the customer after the engineer’s report.
5) The defective parts that are replaced will remain the exclusive property of The Company.
6) It is understood that:
a. the purchaser of the unit is required to pay the rights to call for any action required to be paid by The Company apart from the cost of the parts to be replaced;
b. the possible intervention of technicians The Company, which will be sent within time limits granted by unquestionable organizational requirements, will be placed solely with the purchaser;
c. costs related to the removal, transportation, reinstallation and any other incidental expenses shall be borne exclusively by the buyer.
7) For the appliance to be covered under these warranty terms it is required:
a- That the owner of the boiler registers the warranty within 30 days of its purchase.
b- A non-bypass central heating filter is installed to avoid corrosion and the build-up of sludge in the heating system, as per the installation guidelines.c- If the appliance is installed in an area of medium to hard water (above 200ppm) a scale reducer must be installed in order to prevent limescale buildup in the appliance.
d- The boiler must be fitted in accordance with the specified clearances as per the boiler model. A failure to do so could result in accessibility issues when it comes to servicing or repairing the boiler by an engineer(s). This will result in the boiler’s warranty being void.
e- The boiler must be fitted in a location that is safe to access. A failure to do so could result in accessibility issues when it comes to servicing or repairing the boiler by an engineer(s). This will result in the boiler warranty being void.
f- For ELEKTRA SMART electric boilers, for the boiler to be covered by the warranty for up to 5 years the owner must have the boiler serviced on year 2 and year 4 from the product purchase date. The boiler service must be booked by the owner with The Company or an installer authorized by The Company.
g- The warranty does not cover the incorrect installation of wiring or plumbing or isolator switches or MCB/RCD (RCBO). It is The Company’s policy to request a call-out deposit even if the boiler is under warranty. The deposit is refundable if the fault is covered under warranty.
8) ELEKTRA SMART boilers come with a standard 2 years manufacturer’s warranty, extendable to 5 years subject to the boiler having been serviced in the 2nd and 4th year from the date of purchase. The warranty will not be extended if the customer fails to get the boiler serviced by a qualified/trained engineer. The engineer must have been trained and /or authorized by The Company.
9) If the ELEKTRA SMART boiler is not connected to the Internet via a router, the warranty will be limited to the standard duration of 2 years.
10) When using any boiler system cleaning products (acid/chemical), we strongly recommend that the cleaning products (acid/chemical) are thoroughly flushed out. Leaving any cleaning products in the system can damage the boiler and may void the warranty.
11) Excluded from this warranty are any parts damaged during shipment, wrong installation of the appliance, lack of capacity or abnormality of the plumbing, electrical, fuel delivery, or poor and/or incorrect treatment of the water supply, corrosion caused excessive aggressiveness of the water, descaling treatment badly conducted, stray currents, inadequate maintenance, frost, lack of water, tampering or intervention by unauthorized personnel, pump stuck due to prolongued time of no use, parts subject to normal wear and tear or deemed as consumables (for example anodes, refractory materials, gaskets, knobs), use of non-original spare parts not provided by The Company or of not equivalent quality to those parts or not compatible with the installation and, for reasons not attributable to The Company.
12) This warranty does not apply if: – The customer has failed to make any or all payments;
– The warranty certificate, duly completed, is not received, either by post or via the online warranty registration page, by The Company within 30 days from the installation, and if it is not kept by the purchaser for the time of duration of the warranty, alongside a copy of the receipt of the purchase of the appliance;
– The warranty certificate duly completed is not received, by post or via the online warranty registration page, by The Company from the Authorized Installer, signed on each side if sent by post. It is the buyer’s responsibility to return the completed warranty certificate or to register the warranty via our online warranty registration page, to The Company, failing to do so could make this warranty void;
– Dysfunction and/or failure is determined by events unrelated to the building and not attributable to defects in the original materials or production processes;
– Intervention is carried out by unauthorized personnel or due to unauthorized access;
– The installation is not compliant with instructions for installation, operation and maintenance given by The Company;
– For SMART boilers, if the installation parameters or factory settings are compromised, invalidated or in any way manipulated by an untrained person and/or without express authorisation of the manufacturer or the Electric Combi Boilers Company;
– The installation is not compliant with existing laws and technical regulations with regard to installation and maintenance.
13) Responsibility:
– The buyer is responsible for the accuracy of all information provided;
– The boiler and heating equipment must have been installed and used in accordance with the manufacturer’s instructions.
– If the boiler or heating equipment breaks down or malfunctions, the buyer must take reasonable steps to limit damage, e.g. stop using it if this is likely to cause further damage.
The technical staff of The Company intervenes in the form of technical assistance towards the buyer
This warranty does not extend in any way the obligation to pay damages to nature suffered by persons, animals or things.
The terms of this warranty are not to be modified or changed by any of the parties unless expressly agreed in written form by The Company.
14) If the parties take legal action, this warranty is considered resolved.
15) Governing law and statutory rights: The Company will communicate with the buyer in English and English Law will apply. This warranty is governed by the laws of England and Wales. If there is any dispute between parties, it will be dealt with by the courts of England and Wales if the buyer’s property in England or Wales, and by the courts of Scotland if the buyer’s property is in Scotland. Nothing in this warranty affects the buyer’s legal rights, powers, or statutory rights that cannot be excluded by law.
16) In respect of UK GDPR and The Data Protection Act 2018, personal data will not be communicated or disclosed to third parties unless expressly agreed. The buyer may request, at any time, consultation, modification or deon by written request. This request must be sent exclusively to The Company and addressed to the Data Protection Officer.

Version 1.3. Reviewed on 23/09/2024. GP. LF.

5.1. How to Make a Complaint: If you are dissatisfied with any aspect of our service, you may contact our Customer Service Team via telephone at 0208 998 20241, email at contact@electriccombiboilers.uk , or by post to Electric Combi Boilers Company, Green Acres, Oakley Green Road, SL4 4QF, Windsor.

If you are unsatisfied with our response, you may escalate your complaint to the Consumer Ombudsman (www.consumer-ombudsman.org) or contact them via email at complaints@consumer-ombudsman.org .

5.2. Changes to Terms and Conditions: We reserve the right to modify or replace these terms to ensure compliance with applicable laws, regulations, and industry standards, or to correct errors. Modifications of our Terms and Conditions will be made public on our website. Any changes affecting rights or obligations will be published on our website with an explanation of the updates. Changes will take effect from the date specified in the publication.

5.3. Use of Personal Information: We are committed to safeguarding your personal information. We process “Personal Information” (such as your name, address, and payment details) and “Goods Information” (related to your appliance) for legitimate purposes, such as fulfilling contracts, marketing, and customer services. We may also share your information with third parties involved in delivering our services.

5.3.1. Call Recording: For training and quality assurance purposes, we may record telephone calls. These recordings are retained for 30 days, after which they are securely deleted unless further retention is required by law or for resolving disputes.

5.3.2. Data Sharing: Your information may be shared within the ABCOT UK LTD group or with service providers acting on our behalf.

5.3.3. Data Retention: Personal data is retained for six years following a call-out or service, while goods information may be kept for up to 10 years.

5.4. Rights to Personal Information: You have the right to request access to, correction of, or deon of your personal data. You may also restrict or object to our processing of your data. Requests can be made by writing to our Data Protection Officer. Additionally, you may lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data rights have been infringed.

5.5. Marketing Communications: We may use your information to inform you of products, services, or offers from us or members of our group. You can opt out of marketing communications at any time by contacting us via email at contact@electriccombiboilers.uk

5.6. Governing Law: These terms are governed by English law, and communications with you will be conducted in English. Nothing in these terms affects your statutory rights, which can be clarified by contacting the Citizens Advice Bureau (www.adviceguide.org.uk ).

v1. Made by LF on 30/07/2022.
Version 1.2. Reviewed on 01/08/2022. GP. LF.
Version 1.3 Reviewed on 30/11/2023. GP. LF
Version 1.4 Reviewed on 24/09/2024. GP. LF