BRITTHERM LIMITED

Business Customer Returns and Warranty Policy

Version: April 2026

1. Change of Mind Returns

1.1 Business customers do not have a statutory right to cancel. Returns of non-faulty goods will only be accepted where we have given prior written agreement.

1.2 Where we agree to accept a return of non-faulty goods, the following conditions apply:

• Goods must be returned unused, uninstalled, undamaged, in their original packaging and in a fully saleable condition with all accessories included.
• Return shipping is at your cost and risk, freight prepaid, using a trackable and adequately insured service.
• Goods must be clearly labelled with any returns reference number we provide.

1.3 Where we agree to a return, you will be liable to reimburse BritTherm for any costs already incurred as a direct result of your order — including goods allocated or reserved from stock, picking and packing, delivery costs committed, and any cancellation charges from our own suppliers. The amount will be confirmed to you in writing.

2. Faulty, Damaged or Incorrect Goods

2.1 You must inspect all goods promptly upon delivery. Claims for damaged, defective or incorrect goods must be submitted in writing to warehouse@brittherm.co.uk within 7 days of delivery with photographic evidence where possible. Claims outside this period will not be accepted without good reason.

2.2 Where a valid claim is established, our sole remedy will be replacement of the affected goods or, at our discretion, a credit note or refund. We do not carry out repairs.

2.3 Where goods are confirmed as faulty or incorrectly supplied by us, we will arrange and bear the cost of return collection or provide a prepaid returns label. Where goods are returned and no fault is confirmed, return shipping costs remain the business customer's responsibility.

2.4 Retain all original packaging when reporting damaged goods as it may be required for inspection.

3. Product Guarantee

3.1 What the Guarantee Covers

3.1.1 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.

3.1.2 The guarantee provides for a free replacement only. We do not carry out repairs.

3.2 Registration Required — Unique Code

3.2.1 Register at: www.brittherm.co.uk/guarantees or directly on the relevant product page on our website.

3.2.2 On successful registration a unique guarantee registration code will be issued by email. This code and the proof of purchase must be retained and provided when making a claim.

3.2.3 Registration requires: name, installation address, date of purchase and installation, pump part number, supplier name and invoice number.

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

3.3 Conditions of Guarantee Validity

The guarantee is valid only if all of the following conditions are met:

• The product has been registered within 30 days of installation (and no later than 6 months from purchase) and a unique registration code obtained.
• The product has been installed by a suitably qualified and registered professional appropriate to the type of installation. Installation by an unqualified person voids the guarantee.
• The product has been installed correctly in accordance with the BritTherm installation manual.
• The system has been fully flushed before installation and is clean and free from scale, debris, magnetite and flux residues.
• A suitable chemical inhibitor (such as Fernox F1 or equivalent) has been added in the correct dosage and is maintained annually.
• The pump has not been run dry at any point.
• The product has been used with clean, thin, non-aggressive liquids, free from solid particles, fibres or mineral oil.
• A valid proof of purchase is retained and provided when making a claim.

3.4 Making a Guarantee Claim

3.4.1 Send claims to: warehouse@brittherm.co.uk with your unique registration code, proof of purchase, and a description of the malfunction. Photographs or videos may be requested.

3.4.2 BritTherm reserves the right to require physical inspection of the product or installation before accepting a claim. Where a valid claim is confirmed, BritTherm bears inspection costs. Where no manufacturing defect is found, inspection costs may be charged to the claimant.

3.4.3 The guarantee provides for one replacement only. Replacement products are not themselves guaranteed. BritTherm will not provide a second replacement under this guarantee.

3.5 Guarantee Exclusions

The guarantee does not cover the following, which are examples only and do not limit the scope of exclusions:

• Failure to register and obtain a unique registration code within 30 days of purchase.
• Installation by a person who does not hold the required qualifications and registrations for the type of installation being carried out.
• Pump failure caused by scale, magnetite, debris, rust or flux residues from a system that was not properly flushed before installation.
• Pump seizure or blockage caused by debris or deposits in old pipework. Where this is the cause, a power flush is required before fitting a new pump.
• Dry running — running the pump without water, even briefly. Even a few seconds of dry running causes immediate and irreversible damage to the pump shaft seal and bearings.
• Incorrect pump selection: wrong head pressure, wrong flow rate, or a pump that is undersized or oversized for the system.
• Incorrect pump orientation during installation.
• Incorrect system pressure.
• Damage caused by incorrect voltage supply, electrical overload, or connection through a defective timer or programmer.
• Repeated boiler glass fuse failures that are not investigated and resolved. On a system boiler a repeatedly blowing circuit board fuse indicates a pump blockage — replacing the fuse without fixing the cause causes further damage. On a combi boiler, repeated fuse failures more likely indicate a boiler circuit board fault. A Gas Safe engineer should be consulted in either case.
• Inadequate maintenance or failure to maintain correct inhibitor levels. The guarantee covers manufacturing defects only. Damage or deterioration caused by system conditions — including but not limited to scale, sludge, debris, corrosion or loss of inhibitor — whether present at installation or developing during the operational life of the pump, is not a manufacturing defect and is not covered.
• 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 consequential or indirect losses of any kind.
• Damage during return transit.

4. Returns Procedure

4.1 Before Returning

4.1.1 Contact us before returning any goods. Goods returned without prior agreement may be refused.

4.1.2 Contact: warehouse@brittherm.co.uk | Phone: 020 8904 4832

4.2 Packing and Sending

4.2.1 Pack goods securely. Use original BritTherm packaging where possible. Do not attach postage labels directly to the product packaging.

4.2.2 Include the product and all accessories. Returns missing accessories may not be processed.

4.2.3 Label the package with any returns reference number we provide.

4.2.4 Unless confirmed otherwise in writing, return goods freight prepaid to:

4.2.5 Deliveries to our warehouse are accepted between 9am and 6pm, Monday to Friday only.

Goods are returned at the customer's cost and risk unless we have confirmed in writing that we will cover return costs. BritTherm accepts no responsibility for loss or damage during return transit. We recommend a tracked and insured service.

4.3 Processing

4.3.1 Once we receive returned goods we will inspect them and aim to process your replacement or refund within 14 days.

4.3.2 We will contact you if we have any questions about the returned goods.

5. Contact Us

For any returns, warranty claims or product enquiries:

• Email: warehouse@brittherm.co.uk
• Phone: 020 8904 4832
• Website: www.brittherm.co.uk