BRITTHERM LIMITED

Consumer Terms and Conditions

Version: April 2026

These Terms and Conditions apply when you buy goods from BritTherm Limited through our website (www.brittherm.co.uk), by phone, or by email. They apply to you if you are a consumer — meaning you are buying for personal use and not for business purposes.

If you are buying on behalf of a business, please refer to our Business Customer Terms and Conditions instead.

1. Who We Are

We are BritTherm Limited, a company registered in England and Wales.

• Company registration number: 11400625
• Registered office: Unit G 14 Silverbox House, 56 Magnet Road, East Lane Business Park, Wembley, London, HA9 7FP
• Website: www.brittherm.co.uk
• Contact us: www.brittherm.co.uk/contact-us/

2. Product Information and Specifications

2.1 Product descriptions, images and specifications on our website are provided for guidance only. We take care to ensure they are accurate, but minor variations in specification, dimensions or appearance may occur between what is shown and what is delivered.

2.2 We reserve the right to update product specifications without prior notice, provided that any goods supplied meet the same essential function as described.

2.3 It is your responsibility to ensure that the product you order is correctly sized and suitable for your system. BritTherm does not provide installation design advice. Please consult your installer before ordering if you are unsure. See also Section 9.

3. Our Contract With You

3.1 When you place an order, you are making an offer to buy goods from us. We do not have to accept your order.

3.2 We will send you an email to confirm we have received your order. This is not acceptance — it just means we have your order.

3.3 We accept your order when we send you a written confirmation that it is being processed. That is when a binding contract is formed between us.

3.4 We may refuse an order if goods are out of stock, if there is a pricing error, or if we cannot verify your payment. We will tell you if this happens and refund any payment taken.

3.5 Please make sure your order details are correct before you submit. Contact us straight away if you spot a mistake.

4. Prices and Payment

4.1 All prices shown are in pounds sterling and include VAT at the current rate.

4.2 The total price including VAT and any delivery charges will be clearly shown before you confirm your order.

4.3 If we discover a pricing error after you have ordered, we will contact you. You can confirm your order at the correct price or cancel for a full refund.

4.4 Payments are processed securely by Stripe. We do not store your card details.

5. Delivery

5.1 We deliver to UK addresses only.

5.2 We will tell you the estimated delivery timeframe when you order. If something changes, we will let you know as soon as we can.

5.3 The goods become your responsibility from the moment they are delivered. Ownership passes to you once we have received payment in full.

5.4 Delivery charges will be shown clearly before you confirm your order.

6. Your Right to Cancel

6.1 Cancelling Before Delivery

6.1.1 You can cancel at any time before we dispatch the goods by contacting us. We will give you a full refund.

6.2 The 14-Day Cooling-Off Period

6.2.1 To cancel, tell us clearly within 14 days of receiving the goods — by email, post, or using the cancellation form in Clause 6.3.

6.2.2 Once you have told us you are cancelling, return the goods within 14 days.

6.2.3 You are responsible for return postage costs unless the goods are faulty.

6.2.4 We will refund you within 14 days of receiving the returned goods, including standard delivery costs. Premium delivery costs are not refunded.

6.2.5 We refund using the same payment method. No fee is charged.

6.2.6 If goods have been used beyond what was needed to inspect them, we may reduce your refund to reflect the loss in value.

6.2.7 The 14-day cancellation right does not apply to goods made to your specification, clearly personalised, or sealed for hygiene and unsealed after delivery.

6.3 Cancellation Form

7. Faulty, Damaged or Incorrect Goods

7.1 Within 30 Days — Short-Term Right to Reject

7.1.1 If your goods are faulty, damaged or not as described, you have up to 30 days from delivery to return them for a full refund. You do not have to accept a replacement.

7.2 After 30 Days But Within Six Months

7.2.1 If a fault appears after 30 days but within six months, we assume it was present at delivery unless we can show otherwise.

7.2.2 We will offer a replacement as the primary remedy. We do not carry out repairs. If we cannot provide a replacement within a reasonable time or without significant inconvenience, you may ask for a price reduction or refund instead.

7.3 After Six Months

7.3.1 After six months you may still have rights to a remedy, but you would need to show that the fault was present at the time of delivery. We will assess each case fairly.

7.4 What to Do

7.4.1 Contact us at warehouse@brittherm.co.uk with a description of the problem and photographs where possible.

7.4.2 If goods arrive damaged, notify us within a reasonable time and keep the original packaging.

8. Our Guarantee

8.1 What the Guarantee Is

8.1.1 In addition to your statutory rights, BritTherm offers a 6-year manufacturer's guarantee against manufacturing defects on products from our 2024 range, and a 3-year guarantee on pre-2024 products. The guarantee provides for a free replacement only. We do not carry out repairs.

8.1.2 This guarantee is an additional benefit that sits on top of your legal rights. It does not replace or reduce them.

8.2 Registration Required — Unique Code

8.2.1 To activate your guarantee, register your product at: www.brittherm.co.uk/guarantees or directly on the relevant product page on our website.

8.2.2 Upon successful registration you will receive a unique guarantee registration code by email. Keep this code and your proof of purchase — you will need both to make a guarantee claim.

8.2.3 You will need to provide the following to register: your name, installation address, date of purchase and date of installation, pump part number, supplier name and invoice number.

8.2.4 Any incorrect information provided during registration will invalidate the guarantee.

8.3 Conditions of Guarantee Validity

In addition to registration, the guarantee is only valid if all of the following conditions are met:

• The product has been installed by a suitably qualified and registered professional — a Gas Safe registered engineer for gas system installations, or a qualified and registered plumber or heating engineer for heating and plumbing installations. Installation by an unqualified person will invalidate the guarantee in full.
• The product has been installed correctly in accordance with the BritTherm installation manual and all pre-installation requirements set out in Section 9 of these Terms.
• The system has been fully flushed and is clean and free from scale, debris, magnetite and flux residues before installation.
• A suitable chemical inhibitor (such as Fernox F1 or equivalent) has been added to the system in accordance with the inhibitor manufacturer's instructions.
• The product has been used solely with clean, thin, non-aggressive liquids, free from solid particles, fibres or mineral oil.
• The system has been adequately maintained and the inhibitor concentration checked annually.

8.4 Making a Guarantee Claim

8.4.1 Send your claim to: warehouse@brittherm.co.uk with your unique registration code, proof of purchase, and a description of the malfunction. We may request photographs or videos to assess the claim.

8.4.2 BritTherm reserves the right to require physical inspection of the product or installation by BritTherm or an appointed representative before accepting a claim. Where inspection confirms a valid claim, inspection costs are borne by BritTherm. Where no manufacturing defect is found, inspection costs may be charged to the claimant.

8.4.3 The guarantee provides for one replacement only. Replacement products are not covered by a new guarantee. BritTherm will not provide a second replacement or further remedy under this guarantee.

8.5 Guarantee Exclusions

The guarantee does not cover and BritTherm accepts no liability for:

• Failure to register and obtain a unique registration code within 30 days of purchase.
• Installation by an unqualified person.
• Pump failure caused by scale, magnetite, debris, rust or flux residues in the system resulting from a system that was not properly flushed before installation.
• Pump seizure or blockage caused by debris or deposits in old pipework.
• Pump failure caused by running the pump without water (dry running) even briefly.
• Failure resulting from incorrect pump selection — wrong head pressure, wrong flow rate, undersized or oversized pump for the system.
• Damage caused by incorrect pump orientation during installation.
• Failure resulting from incorrect system pressure.
• Damage caused by incorrect voltage supply or electrical overload.
• Inadequate maintenance or failure to maintain correct inhibitor levels.
• Fair wear and tear.
• The cost of removing or reinstalling any pump, including all labour, call-out and engineer fees.
• Any damage to decoration, paintwork, wallpaper, plasterwork, tiling, flooring, carpets, furniture, fixtures, fittings, personal belongings or the fabric of the property.
• Any other consequential or indirect losses of any kind.
• Damage during return transit.

9. Installation Requirements and Liability

9.1 Professional Installation Required

9.1.1 All BritTherm products must be installed by a suitably qualified and registered professional — a Gas Safe registered engineer for any gas system installation, or a qualified and registered plumber or heating engineer for heating and plumbing installations.

9.1.2 It is your responsibility as the purchaser to ensure that your installer holds the appropriate qualifications and registrations. BritTherm does not verify installer credentials and accepts no responsibility for your choice of installer.

9.1.3 Products must be installed strictly in accordance with the BritTherm installation manual supplied with the product.

9.2 Installer Responsibilities

9.2.1 The installer is responsible for all matters relating to correct specification, installation and commissioning of the product. The following are examples only and do not limit the installer's responsibilities:

• The system must be thoroughly flushed before installation to remove scale, rust, debris and flux residues. A new pump installed into a dirty system will fail prematurely — this is not a manufacturing defect and is not covered by the guarantee.
• A suitable chemical inhibitor must be added to the system water at installation in the correct dosage.
• A magnetic filter is recommended on sealed systems to capture metallic debris.
• The electrical supply must be sufficient and correctly protected. On system boilers, a glass fuse on the boiler circuit board protects the pump circuit — if this blows repeatedly it indicates a pump blockage, not a house electrics fault. On combi boilers, repeated fuse failures are more likely a boiler circuit board issue — a Gas Safe engineer should be consulted.
• Isolation valves must be fitted on both sides of the pump. The pump must be installed in the correct orientation as per the installation manual.
• The system must be fully filled, pressurised and bled before the pump is energised.

9.2.2 The guarantee covers manufacturing defects only. Damage or deterioration arising from system conditions — including but not limited to scale, sludge, debris, corrosion or loss of inhibitor — whether present at installation or developing over the operational life of the pump, is not a manufacturing defect and is not covered by the guarantee.

9.3 What BritTherm Does Not Cover

9.3.1 BritTherm supplies products only. We do not provide installation services and accept no responsibility for installation work carried out by any third party.

9.3.2 BritTherm will not cover, reimburse or contribute to any of the following costs under any circumstances:

• The cost of installing, removing or reinstalling any product, including all labour, call-out and engineer fees.
• The cost of any system flush or inhibitor treatment.
• Any damage to decoration, flooring, furniture, fittings, personal belongings or the fabric of the property.
• Any other consequential or indirect losses of any kind.

9.4 Your Statutory Rights

10. Our Responsibility to You

10.1 If we breach these Terms or are negligent, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or negligence.

10.2 We supply goods for domestic and private use. We are not liable for loss of profit, business interruption or business loss if you use the goods commercially.

10.3 Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

11. Complaints

11.1 If you are unhappy with your goods or our service, please contact us first. We aim to acknowledge complaints within 5 working days and resolve them within 14 working days.

11.2 If we are unable to resolve your complaint, we will provide details of an appropriate UK-approved ADR scheme.

11.3 Your right to take legal proceedings is not affected by the availability of ADR.

12. Your Data and Privacy

12.1 We will only use your personal data as set out in our Privacy Policy, available on the website.

12.2 If you opt in to marketing communications, we may send you product updates and offers. You can unsubscribe at any time.

13. Events Outside Our Control

13.1 If something outside our reasonable control affects our ability to fulfil your order, we will contact you as soon as possible and take reasonable steps to limit the impact.

13.2 If the problem continues for more than 30 days, you can cancel your order and receive a full refund.

14. General

14.1 We may update these Terms from time to time. The version that applies to your order is the version in place when you placed it.

14.2 We may transfer our rights and obligations to another organisation. We will always tell you in writing and the transfer will not affect your rights.

14.3 These Terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales, or in the courts of the country where you live.