2012 - Sussex Plumbing Supplies

Questions & Answers
The following Q&As are based on questions posed by our Customers in relation to leaking, damaged, scratched or imperfect radiators.
Should the answer to your question not be on the list or should you just wish to talk with one of our team, please do not hesitate to contact
our Customer Service team on 01342 302250 or e-mail us on sales@theradiatorcompany.co.uk.
For a copy of The Radiator Company full Terms & Conditions of sale please call our Customer Services department on
01342 302250 or visit our website at www.theradiatorcompany.co.uk.
Q. Will you replace my leaking radiator?
A. If your radiator is leaking and the leak is not from where the valves connect to the radiator or where the airvent is fitted (in which
case this is almost certainly an installation problem), then yes we will replace your radiator. The Radiator Company may choose to
replace just the damaged or leaking sections of a sectional radiator, however the radiator will still look and work perfectly.
Q. Will you replace my scratched, damaged or imperfect radiator?
A. Yes, The Radiator Company will replace all scratched, damaged or imperfect radiators, as long as they have not been installed and
we are notified within 28 days of the signed delivery note. We would also ask that they are available to be returned to us at the time
of the replacement, in their original condition and packaging.
Q. Why do I need to return the leaking, damaged, scratched or imperfect radiator?
A. As with other companies who supply high quality products (e.g. kitchen appliances), TRC require the return of the damaged item
for quality checking and safe disposal or recycling of materials; a full credit cannot be given unless the damaged radiator is returned.
Q. Why does the radiator need to be in its original packaging?
A. It is important for all scratched, damaged or imperfect radiators to be in their original packaging so that they are protected when
they are being returned and so that we can also determine if they were scratched or damaged pre or post delivery. Leaking
radiators do not have to be in their original packaging but we would ask that they are packaged as well as possible for transport, to
prevent further damage prior to quality checking.
Q. Will the replacement take as long to arrive as my original order?
A. We hope to be able to replace your radiator as quickly as possible and it should be faster than your original order; we will also try to
keep you informed throughout the process. Please see notes on delivery in our Terms & Conditions, please call our Customer
Services department on 01342 302250 or visit our website at www.theradiatorcompany.co.uk.
Q. Will I be charged if I do not return the damaged or leaking radiator after The Radiator Company has delivered the replacement?
A. Should you not return the damaged or leaking radiator, The Radiator Company will Invoice you for the full value of the replacement
radiator 60 days after the replacement radiator has been delivered.
Q. Do I need to arrange for the return of the damaged, scratched or leaking radiator to The Radiator Company?
A. The Radiator Company will arrange for the collection of the damaged or leaking radiator from the relevant Merchant who placed
the original order. They should contact us as soon as it is available for us to collect, however we do have a process that chases
returns.
Q. Why does The Radiator Company limit its liability just to the free of charge replacement of the radiator?
A. The Radiator Company has adopted the same policy as all other companies who sell high value household products and we offer
free of charge replacements for all damaged, leaking, scratched or imperfect products, as long our terms and conditions of sale
have been met.
Q. Why is there is a restocking charge for cancelled or changed orders?
A. All stock orders can be changed or cancelled prior to despatch with no charge. To cover administration and transportation costs
stock orders cancelled after despatch will be subject to a minimum 15% restocking charge; as long as they are returned in their
original packaging, original condition and undamaged. However for all non stock radiators, these are bespoke and made to order,
therefore they will have been manufactured specifically for the customer who orders them and are unlikely to be able to be re-sold,
hence the restocking charge to cover production and administration costs; we always notify the expected restock charge in case of
change or cancellation of an order on our order acknowledgement.
We hope that you will find us a fair company to deal with and that our policies reflect those of similar companies that sell high value household
items such as kitchen appliances.
Should you ever have a complaint about the company
or our service, please write to;
The Managing Director
The Radiator Company Limited
Units 13-14 Charlwoods Road
East Grinstead
West Sussex
RH19 2HU.
Registered in England No. 3596023
162 www.theradiatorcompany.co.uk