Shipping & Delivery
- Service parts are dispatched within 48 hours of receiving both the order and payment (unless you have an account), subject to stock availability.
- Orders are shipped via special courier service.
- Shipment of webshoporders by post are free of charge.
- If an item is out of stock, we will notify you by email with an estimated delivery date.
- For alternative delivery options, you may place your order with an authorised distributor in your region.
Pallet Shipments:
Larger orders requiring pallet shipment will incur additional transport charges based on weight and volume. These charges will be added to the invoice.
Maintenance
Annual servicing is mandatory in the UK for all our products. Please contact your original installer to arrange maintenance.
If the installer is unknown, we work with multiple certified Service Partners across the UK who can perform maintenance and offer service contracts.
Warranty
Equipment (Heaters):
- Year 1: Labour and parts covered.
- Year 2: Parts only.
Warranty becomes valid upon successful commissioning, which must occur within 4 weeks of purchase. If not commissioned within this period, the warranty will start from the invoice date. Commissioning documentation is required for all warranty claims.
Parts & Carriage:
Replacement parts will be invoiced initially, including carriage costs. Once the faulty part is returned and inspected, a credit will be issued. The return of faulty items is the responsibility of the installer or merchant.
Parts Warranty:
All spare parts and accessories come with a 1-year warranty from the date of the original invoice, which must be presented when making a claim.
Heat Exchanger Warranty:
- Year 1: Labour and parts.
- Year 2: Parts only.
- Years 3–10: Conditional coverage based on a time-related structure.
Please note: Carriage charges for pallet returns are not refundable.
Technical Support
For technical enquiries, please contact our Sales Office. Our in-house Technical Department is fully qualified to provide expert assistance.
Office contact: T:01925 765799 or enquiries@winterwarmuk.com
Payment Terms
- Non-account customers: A proforma invoice will be issued before processing.
- Account holders: If payment terms have been agreed upon, payment should be made via BACS as per the agreed terms.
Returns policy
If you have mistakenly ordered the wrong part, it may be returned if it is unused and undamaged.
A credit note will be issued, excluding any carriage costs.
Return procedure
Winterwarm does not accept unauthorised return of products.
- Request a return number by emailing enquiries@winterwarmuk.com
- Include the original delivery note and returns number confirmation in the package.
- Ship the item back to us.
- Upon receipt, the product will be inspected.
- If the part is in original condition, a credit note will be issued for the invoiced amount (less any applicable shipping fees).
- Warranty items must be returned within 21 days to be eligible for credit.
Attention: a returned part will only be accepted if the package includes a return number and a delivery note.
Service and maintenance requirements
All installation, repairs, and maintenance must be performed by a qualified installer.
If your equipment was installed by a third party, please contact them first for service. If unknown, contact Winterwarm at T:01925 765799 for assistance. We also provide spare parts and support for installers.
General Terms
All deliveries of products are subject to our full Terms and Conditions: the Orgalime conditions are applicable.
You may request a printed copy by emailing us at enquiries@winterwarmuk.com