Returns Policy

At Spire Renewables, our commitment is to supply high-quality heat pump,  underfloor heating and associated products. All items should reach you undamaged and in good condition. In the unlikely event that there is an issue with your delivery, will you please ensure that you follow the procedure below.

  1. REPORTING DAMAGED OR MISSING ITEMS
  • On receipt of goods, carefully inspect and verify that all items listed on the delivery note have been received. Any discrepancies for damaged, missing or incorrect items need to be highlighted to Spire Renewables within 2 working days of receipt of goods, after this time, we will take no responsibility for damaged or missing items. Please report to Spire Renewables’s operations team on 02922 402 447 select option 2, quoting your reference number which can be found on your delivery note.
  • If another person is collecting or receiving goods on the buyer’s behalf, they are responsible in verifying that all items listed on the delivery note have been received. Any discrepancies for damaged, missing or incorrect items need to be highlighted to Spire Renewables within 2 working days of receipt of goods, after this time, we will take no responsibility for damaged or missing items. Please report to Spire Renewables’s operations team on 02922 402 447 select option 2, quoting your reference number which can be found on your delivery note.
  • If any item(s) is missing, please take a picture of all items received. This can then be matched to the goods sent.  Please  report to Spire Renewables’s operations team on 02922 402 447 select option 2, quoting your reference number which can be found on your delivery note.
  • If any item or their packaging appears damaged on the pallet or package, please refuse delivery and take photographs of damaged package/items. Please report the damage or missing item to Spire Renewables’s operations team on 02922 402 447 select option 2, quoting your reference number which can be found on your delivery note.
  • Prior to returning any damaged, defective or incorrect items received, they must be stored safely and in a dry place. You are responsible for the safety and the condition  of the goods on-site, until transferred to the collection courier.
  • All returned goods will be subject to inspection.

RESPONSIBILITY FOR DAMAGE

  • If it is confirmed that the goods were damaged before unloading on site and evidence has been provided to Spire Renewables.     

1.7.1 Spire  Renewables will deliver replacement goods or issue a full refund for the damaged  items.

1.7.2 If the goods were damaged during unloading or anytime afterwards, without supervision on site, we hold no obligation to replace items or  issue a refund.  

  •  If we determine that  the reported damaged product(s) cannot be classed as reasonably damaged, we will arrange to send the replacement goods to you but you will need to be aware that:

1.8.1 You will be responsible for all delivery costs. 

1.8.2 You may also be subject to a restocking fee (details in returns section 2.2)

  1. RETURN OF DAMAGED OR FAULTY ITEMS
  • If goods are returned , you must notify Spire Renewables within 2 working days of delivery, so that a returns form can be sent out.
  • The returns form must be completed in full and sent to Spire Renewables via email/online form for approval prior to the goods being returned to us;
  • All returned items must be in the condition in which you received them, such as in a sealed bag(s) or in their original packaging. No part box/bag quantities can be returned;
  • Pictures are required of all returned items and must be sent with the returns form;
  • The completed returns form must also be returned with the goods;
  • If damaged or faulty goods are approved by Spire Renewables, we will  organise collection and replacement of goods;
  • Prior to returning any damaged, defective or incorrect items received, items must be stored safely and in a dry place. You are responsible for the safety and the condition of the goods on-site until transferred to the collection courier.

RESTOCKING FEE

  • All returned items which are not faulty or damaged will be subject to a restocking fee, which are:
  • Large Items – Heat Pumps, DHW Cylinders, Buffer tanks – Restocking charge is 35% of the value of the goods to be returned, with a collection charge of £100 per pallet.
  • All other items - Restocking charge is 30% of the value of the goods to be returned, with a collection charge of £25 for a package, or £100 for a pallet.
  • MDPE and Pre-insulated pipe work – Restocking charge will be determined upon completion of the returns form, Collection will also be charged on top of the restocking charge.

EXCEPTIONS TO RETURNS

  • We do not accept returns for the following items

 Bespoke goods bought in especially for a project and cut pre-insulated pipework

  • Spire Renewables hold absolute discretion for accepting returns of the following items:

MDPE Pipework, Pre-insulated Pipework, Glycol and Adhesive

  1. ITEMS NO LONGER REQUIRED

Items no-longer required due to a system redesign

If specification of the system has changed after receiving your delivery, please contact Spire Renewable’s Technical Support Team on 02922 402 447 option 3, so that we can check the performance of the system will not be affected before any items are returned.

Please note that:

Spire Renewables provides a complete system package, calculating the amount of materials required to install to specification with appropriate margins for error built in. Any remaining or surplus items from an order cannot be refunded.

  1. RETURNS REFUND

When the goods have been returned, inspected and if necessary, any appropriate re-stocking fee applied, we will agree on the refund amount. You’ll then have two choices:

Credit Note – Receive a credit note for the agreed amount, which can be put towards future purchases at Spire Renewables.

Original Method of Payment Refund – You may opt for a refund to your original method of payment. The refund will go back to the original card or account used for the initial transaction.

Refund will be 14 working days following goods returned to Spire Renewables.