If you are a 'Consumer Buyer' (this clause applies to you)
It is your legal right to cancel and return items that are unused and in their original packaging.
You have a period of 14 (fourteen) working days in which you may cancel. The cancellation period concludes 14 days after the day on which the goods come into the physical possession of the consumer or a person, other than the carrier, identified by the consumer to take possession of them. The customer will pay for the shipping of the item back to us. For further information please refer to our T&C .
The stipulation of 'working days' means that Saturdays, Sundays or public holidays are not included in this period.
Any items that are used and damaged are not covered by this clause.
Please contact our sales team to resolve any issues:
Email: service@heatoncateringequipment.co.uk
Telephone: +44 (0) 191 515 5012
If you are a 'Business Buyer' i.e. "non-consumer" (this clause applies to you)
Before any product or part can be returned an authorised returns number is to be obtained; failure to obtain a returns number may result in the product or part being refused for credit and deliveries refused and/or returned back to you.
Returns numbers will not be issued after 30 calendar days (from invoice date) unless the item to be returned is a warranty claim. Once a returns number has been issued all parts need to be returned within 14 days; No credits will be issued after this period.
Faulty Products or Parts: the following information may be required
- Warranty on all parts is dependant on the manufacturers policy; this may be between 3 and 12 months or longer. (Please contact us for the correct warranty period for any faulty products or parts).
- Date that the product or part was fitted and when it failed.
- All faulty products or parts must be returned with a detailed engineers or competent person's report explaining the fault.
- Confirmation that the product or part was fitted by a qualified engineer or competent person trained to work on the manufacturers equipment.
Damaged Products or Parts
- Innerglass Limited T/a Heaton Catering Equipment must be notified within 48 hours on receipt of all damaged products or parts. Please refer to our T&C. Innerglass Limited T/a Heaton Catering Equipment will not be responsible for any reimbursement or product replacement if failure to notify us within this specified time. All damaged products or parts need to be returned in their original packaging, with an authorised returns number which must be obtained from Innerglass Limited T/a Heaton Catering Equipment.
Products or Parts that are No Longer Required
- A re-stocking charge of 25% will be applied for all stock items; however products or parts that need to be returned to their respective manufacturers may have a different re-stocking charge and you will be advised of this.
- Printed Circuit Boards (PCB's) will not be accepted back for credit, unless agreed with Innerglass Limited T/a Heaton Catering Equipment.
- Special order products or parts will not be accepted back for credit.*
Duplicated Orders
- Duplicated orders due to Innerglass Limited T/a Heaton Catering Equipment will be issued with a full credit.
- Duplicated orders that are customer errors will be subject to a 25% re-stocking charge for stock items; however products or parts that need to be returned to their respective manufacturers may have a different re-stocking charge.
- Special order products or parts will not be accepted back for credit.*
Picking Errors
- All picking errors must be notified within 48 hours of receipt of order, full credit will be issued where necessary.
Incorrectly Ordered Products or Parts
- A re-stocking charge of 25% will be applied for all stock items; however products or parts that need to be returned to their respective manufacturers may have a different re-stocking charge.
- Printed Circuit Boards (PCB's) will not be accepted back for credit, unless agreed with Innerglass Limited T/a Heaton Catering Equipment.
- All special order items will not be accepted back for credit.*
Incorrectly Supplied Parts: the following information may be required
- All information on the appliance, including model and serial number to verify the information given.
- Who provided the parts information, Innerglass Limited T/a Heaton Catering Equipment, Manufacturer etc. and how it was requested i.e. fax, telephone, email website.
- If Innerglass Limited T/a Heaton Catering Equipment provided the part information our 'Enquiry Processing' number must be provided, failure to provide this may result in a 25% restocking charge being applied, as we will assume that we did not provide you with the part information. (All customers quoted part information by Heaton Catering Equipment will be issued with an Enquiry Processing Number).
*Special Order items: are non-stock items, or items that cannot be returned to our suppliers. It is recommended that you check the return status of products or parts when ordering.
Rev 22nd April 2021
