Returns, replacements, repairs and collections
You are entitled to return the goods within thirty (30) days (30-day money-back guarantee) for a full refund, including the cost of standard delivery. Please note, if you have upgraded to a premium shipping option (1 or 2 working days), this will not be refunded.
Business: Goods that have been correctly supplied to you may be returned for credit. There will be a 15% handling charge for products that need rebagged or where the packaging is damaged as well as carriage costs paid deducted from the credit. Goods must be returned within 30 days.
Please enclose a copy of your original invoice or complete a Return Form (download it here) so we can quickly identify who owns the returned item.
If you wish to contact us regarding a return, replacement or refund, please use this form or call 01926808085.
The cancellation rights under this returns policy do not apply in the case of any made-to-measure or custom-made products.
How we process returns
When we receive returned goods, they will be inspected within fifteen (15) working days to ensure the product(s) are in a saleable condition and everything that we originally sent to you has been returned.
Goods returned within 30 working days (30-day money-back guarantee) need to be unused, with no gas passed through and in original packaging. In exceptional circumstances, we may accept goods without the original packaging; however, there will be a 15% handling charge as the product cannot be placed back in stock and sold as new. Please note, this is reviewed on a case-by-case basis and is not our standard protocol.
For appropriate packaging please refer to the "package of goods to be returned" section for additional information.
If you have requested a refund, this will be processed within thirty (30) days after the goods have been inspected and confirmed the product(s) are resalable.
If you have requested a replacement or an alternative item, this will be dispatched as soon as possible.
Package of goods to be returned
Please keep hold of all the original packaging until you are sure you want to keep the goods. A 15% handling charge will be deducted from your refund if you wish to return items without it during the 30-day money-back guarantee period. Products will not be accepted after 30 working days unless they are faulty. For more information on faulty goods, please go to the repairs section.
If you do not have all of the original packaging but wish to return goods within the money-back guarantee period, place them in a sturdy cardboard box with appropriate packaging material to protect them and prevent them from getting scratched or damaged.
Calor Appliances (operated by Hamilton Gas Products Ltd, trading as Calor Appliances) cannot accept responsibility for any item that is received damaged due to insufficient packaging. Your return and refund may be refused if the item is not packaged correctly.
If your item is unwanted and not faulty, please ensure that it is unused and in a resalable condition, complete with its original packaging and alongside any promotional items associated with the purchase.
You are responsible for the cost and risk of loss or damage when returning the goods. You may wish to take out postal insurance to cover the value.
If you wish to contact us regarding an unwanted product, please use this form and select "No longer needed" on the dropdown list.
If you decide that an item is not suitable within 30 days of delivery, you can return it to us for an exchange or refund, providing it is unused, with no gas passed through and in its original packaging, including any standard delivery charges applied to your order. Premium shipping options (1 & 2 working days) are non-refundable. If you have requested an exchange, we will dispatch it as soon as possible.
We offer a collection service at a charge of £15.00 per parcel (up to a maximum of 30 kg) from addresses in Great Britain, subject to conditions and product type. For collection for larger items or from other locations/countries, please call for a quote on 01926808085.
All our products are supplied with a minimum of one year's warranty subject to conditions. If your goods develop a fault within the warranty period, we will either test the product(s) in our distribution centre or send them back to the manufacturer to confirm the fault. Please allow up to 21 days for testing in our distribution centre, or six weeks with the manufacturer. Once the fault has been established by either ourselves or the manufacturer, the product(s) will be repaired or replaced for you as quickly as possible. If we are unable to repair or replace the product(s), we will offer you a refund subject to the conditions listed below.
- All gas appliances and components must be installed by a competent person. By law, all gas appliances must be installed and serviced by a competent person under current gas regulations, building regulations, codes of practice and bylaws of the relevant local authority.
To avoid confusion and doubt, in the United Kingdom, we deem a competent person to be a Gas Safe Registered Installer/Engineer. In the Republic of Ireland, we deem a competent person to be an RGII Registered Gas Installer/Engineer.
- All gas appliances and components are installed following the manufacturer's instructions.
- Proof of installation and or a commissioning certificate from a Gas Safe Registered Installer/Engineer in the United Kingdom or an RGII Registered Gas Installer/Engineer in the Republic of Ireland, following the manufacturer's instructions.
- All appliances are regularly serviced and maintained by a Gas Safe Registered Installer/Engineer in the United Kingdom or an RGII Registered Gas Installer/Engineer in the Republic of Ireland, following the manufacturer's instructions.
If no fault is found, the collection charge will be payable along with the re-delivery cost. If the product is no longer wanted, there will be a 15% handling charge (this is dependent on the product type and the date of purchase), in addition to the collection charge, as the product cannot be placed back in stock and sold as new.
If you wish to contact us regarding a faulty product, please use this form and select "Faulty/Not working" on the dropdown list.
Please note that some manufacturers prefer to contact customers directly to resolve the phone issue with troubleshooting advice. We will get your consent in writing before passing on your details.
Calor Appliances (operated by Hamilton Gas Products Ltd, trading as Calor Appliances) offer a collection service starting at £15.00 per parcel from addresses in Great Britain, subject to conditions and product type.
Please note, the collection service is only available for a range of products within a maximum of 30 kg.
For the collection of an oversized item delivered on a pallet, please contact us for a quote. We do not offer pallet collection on all products.
The total collection fee is calculated based on the size and the location of the product.
If you wish to contact us regarding a collection, locations/countries and product suitability, please use this form and select "Get quote for Collection?" or call our customer service team on 01926808085.
Refunds, cancellations and timescales
I want to cancel my order before it's dispatched
If you wish to cancel your order before it's dispatched for a full refund, please use this form and select "Cancel Order" on the dropdown list.
Please note, the cancellation rights under this returns policy do not apply in the case of any made-to-measure or custom-made products.
I want to cancel my pallet delivery after it has been dispatched
If you wish to cancel your pallet delivery order after it has been dispatched for a full refund please note that the cost of the pallet charge will be deducted from your refund. The costs vary depending on the delivery address area and how far into the transportation journey your delivery has gone. An approximate cost is £120.00. Please note these prices are approximate only, accurate prices will be given at the time.
I want to make changes to my existing order
You can make changes to an existing order, provided the order has not been dispatched. The best communication method to amend an existing order is by calling our customer service team on 01926808085.
I want to return my order and request a refund
You are entitled to return the goods within 30 working days for a full refund providing your product is unused, with no gas passed through it and in its original packaging including the cost of standard delivery. Premium shipping options (1 & 2 working days) are non-refundable.
The refund will be processed within ten (10) working days of receiving your goods after the goods have been inspected and confirmed the product(s) are resalable.
If you still haven't received your refund after the timescale stated, please contact our customer service team on 01926808085.
Damaged or incomplete order
My order was damaged in transit. What should I do?
In the unlikely event that your goods are damaged during transit, you must inform us within 24 hours of receipt to be eligible for a refund. If notified within the 24-hour period, we will replace the item or offer you a refund as quickly as possible.
We will also collect the damaged product from you free of charge.
To contact us regarding a damaged product, please use this form and select "Arrived damaged" on the dropdown list.
My order is incomplete/missing products
We are very sorry to hear that you have received an incomplete order. We wish to get this issue rectified with great urgency.
To contact us regarding incomplete/missing products, please use this form.