Returns & Refunds Policy

Please read these terms and conditions carefully as they set out the terms under which Calor Appliances, (operated by Hamilton Gas Products Ltd, trading as Calor Appliances) makes the products available to you ("Product terms"). You as the customer will transact with Hamilton Gas Products Ltd.


Your rights to return goods are protected under the EU Distance Selling Directive (Directive 97/7/EC).

If you are a consumer, you are entitled to cancel your order and return the goods within 14 days (starting from the day after you receive the products). You can do this by contacting us via our form or calling 01926808085 and quoting the order number supplied to you.

If you are a business, goods which have been correctly supplied to you and may be returned for credit, and shall be credited in the full amount paid for the goods less carriage at cost paid on such goods.

If goods are returned in damaged boxes/bags a 15% handling charge may be deducted by us.

Where a customer has paid additional carriage to receive their goods within 24 or 48 Hours, this additional cost of carriage will not be refunded. 

The cancellation rights under this returns policy do not apply in the case of any made-to-measure or custom-made products.

Refunds on cancellation will be paid within 30 days.

Please note, you are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value.

This cancellation returns policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed.

Any goods returned on cancellation must be in a re-saleable condition and, wherever reasonably practicable, in their original packaging.

These Terms & Conditions apply to your order. We amend these Terms & Conditions from time to time. Every time you wish to order products, please check these Terms & Conditions to ensure you understand the Terms & Conditions which will apply at that time.


Faulty goods (goods which are not of satisfactory quality or fit for their intended purposes) or goods which are not as described should be returned by you to us within 30 days of delivery.  Faulty goods will either be collected or a postage label will be provided depending on the item.   

We will refund the price of faulty goods in full and any applicable delivery charges.  We reserve the option to repair goods, or to replace them with goods similar to those ordered. Where goods have a manufacturing fault the item must be labelled detailing the nature of the fault. This information is required by the manufacturers in order to credit us. In some instances there may be a time delay in raising the credit, as the product may need to be checked by the manufacturer's technical department.

We do not accept returns or provide refunds if the fault with the goods arises as a result of your negligent acts or omissions or your failure to store or operate the goods in accordance with the manufacturer’s instructions.

If goods are found on inspection not to be defective, you will be charged a £15/€18 collection charge plus a £5/€6.15 redelivery charge if applicable.


Claims for damage to or shortage of the goods on delivery must be notified to us in writing within 72 hours of delivery. Non receipt of the whole or part of the consignment must be notified to us within 7 days from the date of dispatch which we notify to you. You will be required to confirm receipt of goods by signing a delivery note when taking delivery. If on inspection of the goods on delivery you notice  damaged material or burst parcels  you should notify us as soon as reasonably practicable  (using the details set out in the “About Us” section of these Terms & Conditions). Please note that any other method of notification of damage to or shortage of the goods or other complaints relating to the goods and/or their delivery shall not be accepted by us. Your inspection of the goods and confirmation of receipt does not affect any rights you may have if the goods are defective on delivery.

None of these Terms & Conditions affect your legal rights or your rights to claim compensation for any losses you may have suffered as a result of faulty products and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the Terms & Conditions to the minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.


If your item is unwanted and not faulty, please make sure that it is unused and in a sealable condition complete with its original packaging, alongside any promotional items associated to the purchase.


To view and print our Returns Form, please click here.

Items purchased from Calor Appliances may be returned to the following address:

Hamilton Gas Products Ltd.
7 Balloo Crescent
Bangor, Co Down
BT19 7WP
Northern Ireland