Eberspacher Hydroplate for Hydronic Water Heater

Warranty Terms

Mellor Solutions Ltd trading as Mellor Online is an authorised distributor of heating parts and heater kits for the vehicle and marine markets.

Warranty Coverage:

• Heater Kits: All heater kits purchased from us come with a standard 2-year worldwide manufacturers warranty. Mellor Solutions Ltd trading as Mellor Online extends this warranty by an additional year, giving you a total of 3 years coverage on all heater kits purchased from us.
• Standard Parts: All standard parts (excluding heater kits) are covered by a 12-month manufacturers warranty.

Additional Services:

• Free Technical Support: We offer complimentary technical and installation support via email or phone to all customers who purchase a heater, heater kit, or other products from us. Our commitment to excellent customer service ensures that your heater system is properly installed. If you encounter any difficulties, please contact us for assistance.

Returning a Heater:

• If you believe your heater has failed under warranty, you can return it to us by booking a repair through the "Heater Repair" section of our website.
  • If the heater is found to have failed under warranty, we will repair and replace any faulty parts free of charge and return the heater to you.
  • If the heater is found to be operating within 100% of its normal parameters, a testing fee will be charged. We may also advise that the issue could be related to your installation.

Customer Responsibilities:

• Removal and Reinstallation Costs: If you purchase a heater kit on a supply-only basis and do not use an approved installer, you are responsible for any costs associated with removing, refitting, or transporting the product for warranty service.
• Professional Assistance: For removal or refitting of your item, please seek assistance from a local professional or authorized specialist. If needed, we can recommend a local partner. Note that the cost of removal and/or refitting is not covered by the warranty.

Exclusions and Important Notes:

• Burner Units: Burner units are not covered under the warranty, as they are considered serviceable items. Failures are often due to poor fuel quality. To prevent issues, use road-quality diesel and maintain a good fuel filter.
• Incorrect Installation: Warranty coverage does not include issues arising from incorrect installation. Installation, servicing, and maintenance must follow the manufacturer's guidelines. Failure to adhere to these guidelines will void your warranty. For installation documents or assistance, please visit the "Download" section on our website.

Returns Policy

Our returns policy applies to consumer purchases only (not business or trade orders).
Our returns policy does not cover items that fall under manufacturer warranties. If you believe your item is eligible for warranty service or you wish to return an item for a refund, please contact our support team or email us at sales@melloronline.co.uk.

Refunds and Cancellation Rights

You have the right to cancel your order within a 14-day cooling-off period, starting the day after you receive your items. Refund requests can be submitted within 30 days of the invoice date. Refunds will be processed within 14 days of receiving the returned goods.

Notification of Intent to Cancel

To cancel an order or request a refund under the UK Consumer Contracts Regulations 2013, you must inform Mellor Solutions Ltd trading as Mellor Online of your intention by phone, email, WhatsApp, or post within the applicable period. This is 14 days for cancellations and 30 days for refunds.

Upon receiving your request, we will send you a confirmation and authorization to return the goods. Please include your original invoice number with your return. All items must be in a resaleable condition

Upon receiving your request, we will send you a confirmation and authorization to return the goods. Please include your original invoice number with your return. All items must be in a resaleable condition.

Return Shipping

You are responsible for returning goods using an insured and trackable shipping method at your expense. We will only consider refund requests if there is proof of delivery to Mellor Solutions Ltd trading as Mellor Online from your chosen courier. Once we receive the goods, we will issue a full refund minus any delivery charges.

If you cannot arrange a return, please contact us. We can arrange collection for you, but a fee will apply, which will be deducted from your refund.

Please note that delivery charges from the original purchase are non-refundable, as the service is completed once the order is placed.

Processed and Dispatched Orders

Orders that have already been processed or dispatched cannot be canceled; however, they can be returned for a refund once received by the customer.

We strive to facilitate a prompt refund process upon receiving returned items.

Return Address

FAO: RETURNS
Mellor Online
139 Manor Road
Ossett
West Yorkshire
WF5 0LQ
United Kingdom

Specific Terms

• The purchaser is responsible for all costs related to the return shipping of correctly supplied goods.
• Mellor Solutions Ltd is not liable for any shipping or insurance charges related to the return of goods.
• Items that have been installed by the customer may not be eligible for a full or partial refund, as they are considered 'used' and cannot be resold.
• Specifically, electronic items installed for diagnostic or troubleshooting purposes by the purchaser are generally not eligible for a full refund.
• Refunds or partial refunds for installed items are at the sole discretion of Mellor Solutions Ltd.
• Returns beyond 30 days from the original sale date are also subject to Mellor Solutions Ltd's discretion for refund eligibility.

Your Statutory Rights

Your statutory rights are unaffected by the above terms. Consumers, excluding business trade customers, are further protected under the UK Consumer Contracts Regulations 2013.

For any questions, please contact our support department before returning any items.

Shipping Information: UK & Worldwide

UK Delivery:

• U.P.S Next Day Delivery: Orders placed before 4 p.m. are eligible for next-day delivery, subject to stock availability and payment clearance. Our next-day delivery service is provided exclusively through UPS. While most packages arrive the following business day, this service is not guaranteed. Orders placed after 4 p.m. will be dispatched the next business day using the next-day delivery option.
• Remote Location Delivery Times:
  Next-day delivery applies to mainland UK addresses only. Deliveries to remote or offshore locations-including, but not limited to, the Scottish Highlands, Isle of Lewis, Orkney, Shetland, Isle of Man, Channel Islands, Northern Ireland, and other hard-to-reach postcodes-may take longer. Couriers classify these areas as remote and automatically apply extended delivery times. These delays are outside of our control and do not constitute a service failure. Any applicable remote-area surcharges will be displayed at checkout.
• Courier Service: UPS handles all our UK next-day deliveries. Once your order is dispatched, you will receive an email confirmation with UPS tracking details. Most deliveries will arrive by the end of the next business day. Orders dispatched on Friday are typically delivered on Monday (excluding Bank Holidays). Some areas may require up to 2 days for delivery. A signature may be required upon delivery. Additional charges may apply for deliveries to remote locations, as indicated at checkout.
• Shipping with Royal Mail Tracked 
  Place your order by 3:30 PM for same-day dispatch. For standard UK small parcels and packets, delivery typically takes 2-3 business days. Need it sooner? Upgrade to our express service for delivery within 1-2 business days at checkout. Orders placed after 3.30 PM will be dispatched the next business day.

International Delivery:

• Europe and Worldwide: For large items weighing over 1 kg, we offer delivery across Europe and internationally through UPS. For details on pricing and delivery times, please contact us at 01924 274774 or email sales@melloronline.co.uk. You can also receive an instant quote by selecting the worldwide shipping option when viewing any product or during checkout.
• Import Duties and Taxes: International orders from Mellor Online may incur import duties and taxes upon arrival at their destination. These additional charges are the responsibility of the recipient, as we cannot control or predict them. Customs regulations vary by country, so we recommend contacting your local customs office for more information. (This applies only if these charges have not already been paid at checkout.)
• Importer's Responsibilities: As the recipient of goods from Mellor Online, you are considered the importer of record and must comply with all laws and regulations of the country in which you receive the goods.
• Customs Inspection: International deliveries may be subject to customs inspections, which can affect delivery times. Please be aware of this potential delay.
• Royal Mail: International orders weighing up to 1kg are sent via the Royal Mail International Track and Signed service, with an estimated delivery time of 5-7 days. A signature will be required upon delivery.

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