Heating Orders, Deliveries, Damages & Returns
Thank you for choosing Pitacs heating products. We hope there will be no need, but should there be any query or issue with your order or delivery and you need to contact us, this page explains what to do and expect.
Orders
All purchase orders should be emailed to heating-sales@pitacs.com. Our Sales telephone number is 01908 010333.
All Deliveries
All deliveries are to kerb side only.
Please note that due to Health & Safety legislation, the delivery driver is only permitted to deliver radiators to the nearest hard standing (ie, pavement or drive) and is not required to carry radiators up steps or into properties.
Where radiators weighing over 25kg have been ordered, please ensure someone is available at the delivery address to assist the driver with unloading.
Within 48 hours* of receipt, please unwrap and thoroughly inspect your items. Any visible faults, imperfections or missing parts must be reported to us immediately so we can rectify the matter. Failure to do so may result in goods not being exchanged.
* Large Stockists: please inspect your goods within 30 days.
Failed deliveries and collections not due to Pitacs are subject to a £35 charge.
Delivery Times & Surcharges
Orders are processed for delivery according to your standard account terms.
With the exception of requested AM deliveries, all regular deliveries are made between 8am and 6pm Monday to Friday. We do not offer weekend delivery.
Delivery Surcharges:
AM delivery (8am – 12 noon): £10
Next Day delivery: £35
Restricted access (ie, requiring a van smaller than a rigid 18T lorry): £50
Delivery to Site/End Users
If you deliver goods to end users, please ensure you have inspected the radiators before you despatch them to your customer.
Please also be sure that your customer knows to contact you directly and not Pitacs for information, queries and issues relating to their delivery. We will, of course, be happy to work with you to resolve any issues on their behalf.
Pitacs is unable to accept claims for damages from end users unless we have delivered directly to them.
Pitacs deliveries to site or end user incur a £15 carriage charge.
If Pitacs is delivering to site or the end user, please ensure that your customer is also aware of the information in the All Deliveries section above, in particular the limitations of the driver’s responsibilities and the need to immediately inspect the goods upon receipt and report issues within 48 hours.
Delivery to Northern Ireland
Deliveries to BT postcodes have the following additional conditions:
Northern Ireland delivery time: up to 5 working days
Northern Ireland carriage charges:
Items 25kg or less: £35
Items more than 25kg: £70
Additional site/end user carriage charge: £15
Invoice value exceeds £1000 (ex VAT): no charge/free carriage
Delivery to Scotland
Deliveries to AB, DD, FK, HS, IV, KW, PA, and PH postcodes have the following additional conditions:
Scotland delivery time: 3 – 5 working days
Delivery to Outside Mainland UK or International
Please contact us at heating-sales@pitacs.com for a quotation .
Estimated Time of Arrival & Proof of Delivery
If you require an ETA or POD, please email transport@pitacs.com or telephone 01908 010312 and have your delivery/invoice reference number ready to quote.
For AM deliveries, ETAs are available after 10am.
For regular deliveries, ETAs are available after 1pm.
Please note that all ETAs are estimates only and we cannot be held responsible for delivery delays. No third-party costs will be accepted for delayed deliveries.
Cancellations & Orders in Error
If you need to cancel an order or have ordered the wrong item, Pitacs will collect within 30 days of despatch provided the item is:
Unopened
In the original packaging
In resalable condition
You will need to provide us with:
Proof of purchase, ie, delivery/invoice number
The reason for return
Some items are only eligible for return if faulty. These are:
Special/bespoke items
Electrical items
Made To Order items
Restocking & Handling Charge
All collections are subject to a Restocking & Handling charge (minimum £20) calculated as follows:
Restocking: at least 20% of the net cost of the item (rounded up to the nearest pound), plus
Handling:
Items 25kg or less: £15
Items more than 25kg: £30
Damages & Incorrect Goods
If you receive damaged or incorrect goods, please email us at warehouse@pitacs.com immediately with the following:
Proof of purchase, ie, the delivery/invoice reference number
Photo clearly showing the damage
Once we have satisfactorily reviewed all the required information, we will arrange a collection of the damaged or incorrect goods and send out a replacement and/or raise a credit if applicable. If you need to follow up on your request, our Queries telephone number is 01908 010312.
Compact Radiator range:
Please note that we do not collect damaged Compact radiators.
If the damage is to the top or sides of the radiator, we will
Supply a new grill, or
Supply a paint pen to touch up small scratches
Only if neither of these will rectify the damage, will we send a replacement. In this case, your Regional Sales Representative will visit you to inspect the damaged goods. Once they have confirmed that the radiator can be scrapped, we will raise the corresponding credit.
If any item has already been installed, no replacement will be sent unless the fault falls under warranty. We will ask your Regional Sales Representative to visit and inspect the product in situ before proceeding. Please ensure you do not uninstall the product before we can visit.
Please note:
No third-party costs will be accepted.
If a Pitacs representative is required to visit site and the fault it deemed to be due to poor installation, user error, misuse or abuse, a charge of £150 will be payable to cover our costs.
If a water/system test is required, Pitacs will supply the test kit to be sent to an independent company for testing. If the test fails, a charge of £25 will be payable.
If you have any questions or wish to discuss your account, please feel free to contact your Regional Sales Representative, our Sales office on 01908 010333 or heating-sales@pitacs.com.
Thank you for choosing Pitacs.