Shipping, Delivery and Collection Policy

1. Introduction

This Policy governs the dispatch, delivery, and collection of goods purchased from ECO Heat Shop (“the Company,” “we,” “us”). By placing an order with the Company, the Customer (“you”) agrees to be bound by the terms and conditions stipulated herein.

2. Order Processing and Dispatch (Home Delivery)

The Company endeavours to process all delivery orders with due diligence and efficiency.

• Handling Period: All orders for delivery are subject to a standard handling period of one (1) working day.
• Order Cut-off Time: The daily cut-off time for dispatch processing is 18:00 (6:00 pm) GMT.
• Dispatch Schedule:
  • Orders successfully placed and cleared for payment prior to 18:00 on a working day are generally dispatched the same day.
  • Orders received after the cut-off time, or on weekends and Bank Holidays, shall be processed on the immediately following working day.

3. Click & Collect Service

The Company offers a “Click & Collect” service, allowing Customers to collect pre-paid orders directly from our premises. 3.1. Eligibility and Payment: Click & Collect is available solely for orders that have been pre-paid in full via the website. The Company does not accept payment on collection for online orders unless expressly agreed otherwise. 3.2. Collection Timeframe:

• Readiness: Goods are typically prepared and made available for collection one (1) hour after the order has been successfully placed and confirmed.
• Collection Hours: Collections may be made between 08:30 and 18:30, Monday through Sunday (subject to store operating days).

3.3. Collection Location: All collections must be made from the Company’s registered premises:

ECO Heat Shop Unit 8 West Cross Shopping Centre Oldbury Road, Smethwick England, B66 1JG

3.4. Verification Protocol: For security purposes, the Customer (or their nominated agent) must present the system-generated invoice or official order confirmation email upon attendance. The Company reserves the right to withhold goods if adequate proof of purchase is not provided. 3.5. Failure to Collect and Holding Period:

• Holding Period: Goods will be held for a maximum of five (5) working days from the date of availability.
• Non-Collection: Should the Customer fail to collect the goods within this window, the Company shall attempt to contact the Customer via email or telephone to ascertain intentions.
• Cancellation: If a satisfactory settlement or extension is not agreed upon, or if the Customer remains unreachable, the Company reserves the right to cancel the order and issue a full refund to the original payment method.

4. Delivery Timeframes (Shipping)

Upon dispatch, the Company estimates the following delivery timelines for shipped orders:

• Standard UK Delivery: Up to five (5) working days.

5. Logistics Partners and Carriage

To ensure secure nationwide coverage, the Company utilises a network of approved third-party couriers, including but not limited to:

• Evri
• Royal Mail
• InPost Services

The selection of the specific carrier is at the sole discretion of the Company and is determined by the weight, dimensions, and destination of the consignment.

6. Heavy Goods and Specialised Transport

Certain products within our catalogue (including, but not limited to, solar batteries, panels, or heating systems) are classified as heavy or bulky goods.

• Kerbside Delivery: Unless expressly agreed otherwise in writing, delivery of heavy items is strictly “kerbside only.” The courier is not insured or contractually obliged to carry items into the property.
• Customer Obligations: The Customer must ensure adequate personnel are available to receive and move the goods. It is the Customer’s responsibility to ensure the delivery address is accessible to the delivery vehicle.

7. Tracking and Consignment Visibility

Upon the dispatch of goods, the Customer shall receive a confirmation email containing the relevant tracking particulars (where applicable). Should tracking information not be received within twenty-four (24) hours of the dispatch notification, the Customer is advised to contact our Customer Support team immediately.

8. Delivery Address Accuracy

The Customer is solely responsible for providing an accurate and complete delivery address. ECO Heat Shop accepts no liability for non-delivery, misdelivery, or delays resulting from incorrect or incomplete details provided by the Customer.

9. Force Majeure

The Company aims to adhere to the stated delivery and collection schedules; however, we shall not be liable for any delay or failure caused by circumstances beyond our reasonable control (Force Majeure), including severe weather conditions, industrial action, or courier operational failures.