Overview
Last updated: 30 October 2026
These terms apply when you visit qualityheating.co.uk or buy from us. Please read them before you order. Nothing in them limits your legal rights as a consumer.
1. About us and how to contact us
1.1 This website is run by AIZO Ltd, trading as Quality Heating ("we", "us", "our"). We are registered in England and Wales, company number 15837483, VAT number 471736378. Our registered office is 71-75 Shelton Street, Covent Garden, London WC2H 9JQ.
1.2 You can contact us at:
- Sales and product questions: sales@qualityheating.co.uk
- Orders and customer service: service@qualityheating.co.uk
- Cancellations, returns and refunds: returns@qualityheating.co.uk
- Telephone: +44 (0) 20 4577 3096
- WhatsApp: +44 7700 183783
1.3 Our unit at BizSpace Wembley, Unit 9, 284 Water Road, HA0 1HX, is open by appointment only. Collection of goods is also by appointment. Please do not post or deliver goods to any of our addresses without our approval (see clause 8).
1.4 Our online store runs on Shopify. Shopify is not a party to your contract with us (see clause 15).
2. About these terms
2.1 A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. A business customer is anyone else, including installers, trade buyers, developers and companies.
2.2 Your contract with us is made up of these terms, our Refund and Returns Policy, our Shipping Policy, our Privacy Policy and your order confirmation. If these terms conflict with the Refund and Returns Policy on cancellations, returns or refunds, the Refund and Returns Policy applies.
2.3 If you are a consumer, nothing in these terms affects your statutory rights, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If any term conflicts with those rights, your rights apply.
2.4 We may update these terms from time to time. The terms that apply to your order are the ones on this page when you place it. A change will not alter an order you have already placed unless the law requires it.
2.5 Clause 17 contains extra terms for business customers.
3. Your account and using our website
3.1 You must be at least 18 to place an order.
3.2 Information you give us, including at checkout and in your account, must be accurate, current and complete. Keep your account details secure and tell us promptly if you think someone else has used them. Please keep your email address and payment details up to date so we can complete your order and contact you.
3.3 You must use the website lawfully. You must not:
- upload or send viruses or other harmful code;
- harass, abuse, defame or threaten anyone, or impersonate another person;
- send spam or phishing messages through the site;
- collect other people's personal information;
- interfere with or bypass the site's security; or
- copy, scrape or extract data from the site except as clause 3.4 allows.
If you seriously or repeatedly break this clause we may suspend or close your account. We will tell you why, and this will not affect your rights under any order you have already placed.
3.4 You may use ordinary browsers and assistive technologies such as screen readers and voice control. You may also use a software tool or AI assistant acting on your instructions to browse, place or manage your own order, as long as it:
- identifies itself in each request's user-agent as "Agent/[its name]";
- does not hide the fact that it is automated, copy human behaviour to avoid detection, or get past CAPTCHAs or other security measures; and
- answers honestly if asked whether it is a human or a machine.
Any other automated access, including bulk scraping and price monitoring, needs our written permission. We may limit or block automated access by technical means.
3.5 We try to keep the website available and accurate, but we do not promise it will be uninterrupted or error-free. This does not limit our responsibility under clause 13.
3.6 The website may include third-party tools and links to other websites. We do not control them and are not responsible for their content, accuracy or policies. Check the third party's own terms before using them.
4. Our products, suitability and installation
4.1 We take care to describe our products accurately. Images are for illustration, and colours may look different on your screen. Manufacturers sometimes update specifications. Goods will match the description we gave you at the time of your order.
4.2 Our product advice is given with reasonable care, but we have not surveyed your property or your existing system. Before you order, ask a qualified installer to confirm that the product suits your needs. That includes size and capacity, compatibility with your existing system, and whether your electrical supply and wiring can safely power it. Some installations need changes to your electrical system, which are your responsibility.
4.3 Many of our products must be installed, commissioned and serviced by suitably qualified and registered people. Examples are Gas Safe registered engineers for gas and LPG appliances, competent installers for unvented hot water cylinders, qualified electricians for electrical work, certified engineers for refrigerant systems, and qualified installers for solar PV and EV chargers. We supply goods only and do not install them, unless we agree otherwise in writing. Follow the manufacturer's instructions. Installing or using a product against them can be unsafe and may invalidate the manufacturer's guarantee. It does not affect your rights if the product is faulty (clause 9).
4.4 We may limit quantities and discontinue products. We deliver to the places shown at checkout.
5. Placing an order and how a contract is made
5.1 To order, add products to your basket and go through checkout. Check your order and correct any errors before you submit it. Submitting it is your offer to buy and obliges you to pay.
5.2 We will email you to acknowledge your order. That is not our acceptance. A contract is made when we email you to confirm that we have accepted your order. That email will also confirm the key information about your order and your right to cancel.
5.3 We may decline an order, for example if a product is out of stock, the price or description on the website was clearly wrong (clause 6.2), we cannot deliver to your address, payment fails, or we reasonably suspect fraud. If we decline an order after taking payment, we will tell you and refund you in full without undue delay and within 14 days.
6. Prices and payment
6.1 Prices are in pounds sterling. For consumers in the UK, prices include VAT at the applicable rate. Delivery charges are shown separately, and the total you will pay, including any compulsory charges, is shown before you submit your order. Where we offer prices without VAT to business customers, we say so. If we deliver outside the UK, import duties and taxes in the destination country are not included, and we will tell you before you order where we know about them.
6.2 Prices can change, but the price in your order confirmation is the price you pay. Occasionally a price on the website is obviously wrong, for example a missing digit or a price far below what you could reasonably expect. If so, we may decline the order. If we have already accepted it, we will tell you promptly and refund you in full, or you may choose to go ahead at the correct price.
6.3 You can pay by the methods shown at checkout. Payments are handled by third-party payment providers. You confirm that you are allowed to use the payment method you choose. If you pay by credit card, you may have extra protection under section 75 of the Consumer Credit Act 1974 for purchases between £100 and £30,000.
6.4 Klarna. If you pay with Klarna, Klarna, not us, provides the payment plan under its own terms and decides whether to approve it. We are not the lender. Third-party buy now pay later is regulated credit in the UK, so you may have extra rights, including under section 75 and through the Financial Ombudsman Service. Those rights come from the law and your agreement with Klarna. If you cancel or return goods and are refunded, we will refund through Klarna and your plan will be adjusted. Please keep up your Klarna payments until Klarna confirms the adjustment.
7. Delivery, risk and collection
7.1 We deliver to the addresses and countries offered at checkout. Delivery times shown on the website and in our Shipping Policy are estimates unless we say otherwise.
7.2 If you are a consumer, we will deliver within 30 days of the day we accept your order, unless we agree a different date. If we are going to be late, we will tell you. If we do not deliver on time, you can give us a new deadline, and if we miss that too you can end the contract and receive a full refund. If you told us before ordering that delivery by a fixed date was essential, and we cannot meet it, you can end the contract straight away.
7.3 Someone must be available to receive the delivery. Large and palletised goods such as boilers, cylinders and heat pumps are normally delivered to the kerbside or the first safe, accessible point. Please arrange help to move them. If you are not available and a redelivery is needed, we may pass on the carrier's actual redelivery charge, which we will tell you about first. For pallet deliveries this is typically between £25 and £50. If you no longer want the goods after a missed delivery, tell us and clause 8 applies.
7.4 Please check your goods when they arrive and tell us as soon as possible if anything is damaged, missing or not what you ordered. Photos help us deal with it quickly, and where you can, note any damage on the carrier's delivery note. Reporting a problem later does not reduce your legal rights, but the sooner you tell us, the easier it is to put right.
7.5 Risk and ownership. If you are a consumer, goods are at your risk once they are delivered to you or to someone you have nominated, or once you collect them. Ownership passes to you when we have received full payment and the goods have been delivered or collected, whichever is later. For business customers, risk passes on delivery or collection and ownership passes on payment in full.
7.6 Collection. If you arrange to collect from our unit at BizSpace Wembley, you must do so by appointment and bring your order confirmation and photo ID. Your right to cancel is the same as for delivered goods and runs from the day you collect.
7.7 If we split your order into several deliveries, your 14-day cancellation period runs from the day you receive the last item.
8. Your right to cancel and returns
This clause summarises our Refund and Returns Policy, which is part of these terms. Please read both before you order. Clause 8 applies to consumers. Business customers: see clause 17.
8.1 Your right to cancel. You can cancel your order for any reason within 14 days. The 14 days start when you place your order, and end 14 days after the day you, or someone you nominate (not the carrier), receive the goods. If your order is delivered in several parts, the 14 days end 14 days after you receive the last item. You do not need our approval to cancel.
8.2 How to cancel. Email returns@qualityheating.co.uk with your name, order number and the items you are cancelling. You can use the model cancellation form at the end of these terms, but you do not have to. Any other clear statement to us works, though email gives you a record. You cancel in time if you send your notice before the 14 days end.
8.3 Sending goods back. After you tell us you are cancelling, you have a further 14 days to send the goods back. Please wait for our confirmation and return instructions before you book a return. A parcel that arrives without our knowing about it can be harder to match to your order, which may delay your refund. This does not affect your right to cancel within the 14 days. For voluntary returns after the 14 days, you must have our approval before you send anything back, and we may deduct any extra costs we incur because of an unapproved voluntary return, such as redirection or handling charges.
8.4 Who pays for the return. If you cancel, you pay the cost of returning the goods unless they are faulty, damaged or not what you ordered.
- If you use our Royal Mail returns portal, we deduct a £7.95 label fee from your refund.
- You can arrange your own tracked and insured return instead. Keep your proof of postage.
- Large or heavy goods, such as boilers, cylinders, heat pumps and palletised items, may not be suitable for Royal Mail. A pallet or bulky-item collection typically costs between £50 and £150, depending on size, weight and location. We will confirm the cost before we arrange it.
- If we arrange a collection after a change-of-mind cancellation, we deduct its cost from your refund.
The goods stay your responsibility until they reach us, so please pack them carefully.
8.5 Your refund after cancelling. We refund the price of the goods and the cost of standard delivery. If you chose a more expensive delivery option, we refund only the cost of our standard delivery. We refund you within 14 days of receiving the goods back or of you giving us proof that you have sent them back, whichever is earlier. If you cancel before we have dispatched, we refund you within 14 days of getting your notice. No restocking or administration fee applies to a cancellation within the 14 days.
8.6 Condition of returned goods. You may handle goods as you would in a shop to check what they are and that they work. If you handle them more than that, or return them incomplete, damaged or without their original packaging, we may deduct an amount that reflects the actual loss in their value, up to the full price. We will send you photos and a written explanation before we process your refund.
8.7 Installed or used heating and plumbing products. This clause covers water heaters, boilers, cylinders, heat pumps, wall-hung units and similar products. Once one has been installed, wall-hung, plumbed in, wired in, or had water or any other fluid run through it, it can no longer be sold as new.
- Within the 14 days, you can still cancel, but we will deduct the loss in value under clause 8.6. This can be up to the full price.
- After the 14 days, installed or used products cannot be returned for change-of-mind reasons.
- If the packaging or seal has been opened and the product shows signs of handling but has not been installed or used, we may deduct the actual loss in value, including the cost of specialist cleaning, testing and repackaging.
Check the product, its dimensions, specifications and compatibility with your installer before you install it. Your rights if the product is faulty are not affected by installation or use (clause 9).
8.8 Goods you cannot cancel or return for change of mind. These are goods made to your specification or clearly personalised, goods sealed for health or hygiene reasons that you have unsealed after delivery, and gift cards. This does not apply if the goods are faulty or not as described. Sale and discounted items can be returned on the same terms as full-price items.
8.9 Our 30-day voluntary return. In addition to your legal right to cancel, we accept change-of-mind returns for up to 30 days after you receive the goods. A return after the first 14 days is at our discretion and needs our prior approval. The goods must be unused, complete with all parts and accessories, in their original packaging and with your proof of purchase. A restocking fee of 20% of the price applies. It reflects the charges our suppliers make us pay and our costs of administration, inspection and repackaging. It is on top of any deduction under clauses 8.6 and 8.7 and any return label or collection costs. The fee does not apply to cancellations within the 14 days or to faulty, damaged, incorrect or not-as-described goods. We will confirm any fee and deductions to you in writing, with a breakdown, before we process your refund.
8.10 Refused deliveries. If you refuse a delivery without having told us you want to cancel, we treat it as a cancellation. We refund the price and standard delivery cost, less the cost of returning the goods to our warehouse and any storage charges the carrier makes. For pallet deliveries this is typically between £25 and £50, and we will confirm the amount before we refund you. We make no deduction if you refused the goods because they arrived visibly damaged or were not what you ordered.
8.11 Orders delivered to the EU. You have the same 14-day right to cancel. You pay return shipping unless the goods are faulty, damaged or incorrect. Mandatory consumer rights in your own country are not affected.
8.12 Exchanges. The quickest way to get a different item is to return the original and place a new order.
9. Faulty, damaged or incorrect goods
9.1 By law, goods you buy from us as a consumer must be of satisfactory quality, fit for any particular purpose you told us about before buying, and as described. If they are not, tell us as soon as you can at service@qualityheating.co.uk.
9.2 If goods are faulty, damaged, incorrect or not as described, we pay the return costs and arrange collection where needed. We make no restocking fee, label fee or other deduction.
9.3 Your rights under the Consumer Rights Act 2015 are:
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Within 30 days of delivery: you can reject the goods and receive a full refund.
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Within 6 months of delivery: you are entitled to a repair or replacement. If we cannot do that, or the repair or replacement fails or takes too long or causes you significant inconvenience, you are entitled to a refund or a price reduction. A fault that appears in this period is assumed to have been there on delivery unless we can show otherwise.
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After 6 months: you may still be entitled to a repair, replacement, price reduction or refund, but you may have to show the fault was there on delivery.
9.4 If you are entitled to a refund, we pay it without undue delay and within 14 days of agreeing that you are entitled to it.
9.5 Manufacturers' guarantees are extra and do not replace these rights.
10. Refunds
10.1 We refund to the payment method you used, unless you agree otherwise, and we do not charge a fee for doing so. Your bank or card provider may take a few more days to show the refund. Klarna refunds are covered by clause 6.4.
10.2 For cancellations, we pay within the time in clause 8.5. For voluntary returns, we aim to refund within 10 business days of approving the return. After we receive and inspect your return, we will email you to confirm your refund and the amount of any deduction.
11. Manufacturer guarantees
11.1 Many of our products come with the manufacturer's own guarantee. Its terms are set by the manufacturer. Some guarantees depend on the product being installed, commissioned and serviced by a qualified or registered installer, and registered in time. Please check the product page and the paperwork that comes with the goods.
11.2 A manufacturer's guarantee is in addition to your legal rights. It does not replace or reduce them, and you can still rely on clause 9. For help with a guarantee claim, contact us or the manufacturer.
12. Reviews and feedback
12.1 We publish only genuine reviews. We do not write or buy fake reviews, and we do not pay or reward people for reviews without saying so clearly. We may remove content that is unlawful, abusive, defamatory, spam or not about our products or service. We do not remove a review just because it is critical.
12.2 Do not post a review that is fake, misleading, written for payment without disclosure, or about a product or service you have not experienced.
12.3 If you send us a review, comment, idea or other content, you keep your rights in it. You give us a non-exclusive, royalty-free, worldwide licence to display, reproduce and adapt it, for example to fix formatting or length without changing its meaning, on our website and in our marketing, and to let our service providers do the same on our behalf. You confirm that you have the right to give us the content and that it does not break the law or anyone else's rights. We handle any personal information in it under our Privacy Policy. You can ask us to remove it, and we will do so unless we have a legal reason to keep it.
13. Our liability
13.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, under the Consumer Protection Act 1987, or for anything else that the law does not allow us to limit or exclude. If you are a consumer, nothing in these terms limits any of your statutory rights, including those in clause 9.
13.2 If you are a consumer and we break these terms or are negligent, we are responsible for loss or damage you suffer that is a foreseeable result of that breach or negligence. Loss is foreseeable if it was an obvious consequence or if you and we both had it in mind when the contract was made. We are not responsible for loss that is not foreseeable. Because you are buying for personal use, we are not responsible for lost profit, business interruption or loss of opportunity.
13.3 We are not responsible for loss or damage to the extent it is caused by installation by someone who is not suitably qualified or registered, or by use that does not follow the manufacturer's instructions. This does not apply where the goods themselves were faulty.
13.4 Clause 17 sets out how our liability to business customers is limited.
14. Intellectual property
14.1 The website's content, including text, images, graphics, video, product descriptions, logos and layout, belongs to us or our licensors and is protected by UK and international copyright, trade mark and other laws. Manufacturers' names and logos belong to them.
14.2 You may view the website and print or save pages for your own personal, non-commercial use. You must not copy, republish, modify, sell or otherwise use our content without our written permission. Buying a product does not give you any intellectual property rights in it, its design or its software.
15. Privacy and Shopify
15.1 Our Privacy Policy explains how we collect and use your personal information, and your rights, under UK data protection law.
15.2 Our store runs on Shopify, which processes information about how you use the website and about your orders, including to provide and secure the service, process payments and prevent fraud. This information may be transferred outside the UK with appropriate safeguards. See Shopify's own privacy policy for details.
15.3 Your contract is with us and not with Shopify. Shopify is not responsible for the goods or for our performance of the contract. This does not affect your rights against us, or your data protection rights against Shopify.
16. Complaints and disputes
16.1 If you are unhappy with your goods or our service, please contact service@qualityheating.co.uk. We will acknowledge your complaint promptly and try to resolve it fairly.
16.2 If we cannot resolve it, you may be able to use an independent alternative dispute resolution (ADR) provider. We are not currently a member of a particular ADR scheme. If a dispute is not settled, we will tell you whether we will agree to use ADR for it. You can also get free advice from Citizens Advice (citizensadvice.org.uk).
16.3 Nothing in this clause stops you going to court.
17. Business customers
This clause applies only if you are a business customer and overrides the rest of these terms where they conflict.
17.1 Returns. The statutory cancellation rights in clause 8 apply only to consumers. We may accept returns from business customers at our discretion, subject to the restocking fee and deductions in clause 8. Your rights for faulty goods under the Sale of Goods Act 1979 are not affected.
17.2 Compliance. If you install goods or supply them to others, you are responsible for making sure the work and the goods comply with the law, the manufacturer's instructions and any registration or certification the work requires.
17.3 Payment. You pay in full before dispatch unless we agree credit terms in writing. If we do agree credit terms, statutory interest applies to late payments under the Late Payment of Commercial Debts (Interest) Act 1998.
17.4 Liability. Subject to clause 13.1, we are not liable to you for loss of profit, revenue, business, goodwill or anticipated savings, or for indirect or consequential loss. Our total liability to you for any one order is limited to the price you paid for the goods in that order.
17.5 Indemnity. You will compensate us for losses and reasonable costs we suffer from a third-party claim caused by your breach of these terms, or by your installation or use of goods in breach of the law or the manufacturer's instructions.
17.6 Entire agreement. These terms and the policies they refer to are the whole agreement between you and us. You confirm you have not relied on any statement that is not in them. This does not exclude liability for fraud.
18. General
18.1 Events outside our control. We are not in breach of these terms, and not liable for any delay or failure, if it is caused by an event outside our reasonable control, such as severe weather, strikes, failure of a carrier or supplier that is not our fault, utility or telecoms outages, cyber attack, epidemic, or government action. We will tell you as soon as we reasonably can and do what we reasonably can to limit the delay. If the event lasts more than 30 days, either of us can cancel the affected part of your order and we will refund anything you have paid for it. This does not limit your rights under clause 7.2.
18.2 Transfers. We may transfer our rights and obligations under these terms to another organisation, and will tell you if we do. This will not reduce your rights or guarantees. You may transfer your rights only with our written agreement.
18.3 If part of these terms is invalid. If a court finds any part unlawful or unenforceable, the rest continues to apply.
18.4 No waiver. If we do not enforce a right straight away, we can still enforce it later.
18.5 Whole agreement. For consumers, these terms and the policies they refer to are the whole agreement between you and us. This does not exclude liability for anything we told you or promised that you reasonably relied on.
18.6 Other people. Only you and we have rights under this contract. No one else can enforce it, except as the law provides.
18.7 Emails. We will send you emails about your orders, account, returns, these terms and our service. We will send you marketing emails only if you have agreed to them, and you can opt out at any time.
18.8 Language. These terms are in English. If they are translated, the English version applies if there is a conflict.
19. Governing law and courts
19.1 These terms and any dispute connected with them are governed by the law of England and Wales.
19.2 If you are a consumer, you can bring a claim in the courts of the part of the UK where you live: England and Wales, Scotland or Northern Ireland. If you live outside the UK, nothing in these terms limits any right you have under the mandatory laws of your country, including to bring a claim in its courts.
19.3 If you are a business customer, the courts of England and Wales have exclusive jurisdiction.
Model cancellation form
You do not have to use this form. You can cancel by any clear statement, as explained in clause 8.2. If you do use it, complete it and email it to returns@qualityheating.co.uk, or post it to our registered office.
To: AIZO Ltd, trading as Quality Heating, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. Email: returns@qualityheating.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
- Goods (item names and quantities):
- Order number:
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is sent on paper):
- Date:
