BRITTHERM LIMITED

Consumer Returns and Warranty Policy

Version: April 2026

1. Your 14-Day Right to Cancel

1.1 To cancel, notify us within 14 days of receiving the goods by email to warehouse@brittherm.co.uk or by post. You may use the cancellation form in our Consumer Terms and Conditions.

1.2 Once you have notified us, return the goods within 14 days. You are responsible for return postage unless the goods are faulty.

1.3 Goods must be returned unused, uninstalled, undamaged, in their original packaging with all accessories.

1.4 We will refund you in full including standard delivery costs within 14 days of receiving the returned goods. Refunds go to your original payment method.

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

1.6 The 14-day cancellation right does not apply to goods made to your specification or clearly personalised.

1.7 If you purchased through Amazon or eBay, you may use either that platform's buyer protection process or BritTherm's process — but not both in respect of the same goods.

2. Faulty, Damaged or Incorrect Goods

2.1 Within 30 Days — Short-Term Right to Reject

2.1.1 If goods are faulty, damaged on arrival or not as described, you may return them within 30 days for a full refund. You do not have to accept a replacement.

2.2 After 30 Days But Within Six Months

2.2.1 If a fault appears during this period, we assume it existed at delivery unless we can show otherwise. We will offer a replacement. We do not carry out repairs. If we cannot replace within a reasonable time or without significant inconvenience, you may ask for a price reduction or refund.

2.3 After Six Months

2.3.1 You may still have rights if a fault develops, but you would need to show the fault was present at delivery. We will assess each case fairly.

2.4 Damaged Goods on Arrival

2.4.1 If goods arrive visibly damaged, note this with the delivery driver and contact us at warehouse@brittherm.co.uk as soon as possible. Keep all original packaging.

2.5 What to Do

2.5.1 Contact warehouse@brittherm.co.uk with a description and photographs. We will respond promptly.

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.

3.1.3 This guarantee is an additional benefit on top of your statutory rights. It does not replace or limit them.

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 Gas Safe registered engineer (gas systems) or a qualified registered plumber or heating engineer (heating and plumbing systems). Installation by an unqualified person will void the guarantee in full.
• 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 an unqualified person — a Gas Safe engineer for gas systems, or a qualified registered plumber or heating engineer for heating systems. Installation by any other person will void the guarantee in full.
• 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.

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