Consumer Terms

Consumer Terms & Conditions of Sale

These terms apply to consumer purchases made directly from Heatmiser. Please read them carefully before placing an order.

Please note: These terms apply to consumer purchases only. If you are buying as a business customer, please refer to the separate Business Terms & Conditions page.

1. About These Terms

These are the terms and conditions (the “Product Terms”) on which we supply our products (the “Products”) to you (“you”, and “your” and “yours”).

Please read these Product Terms carefully before submitting your order to us. These Product Terms tell you who we are, how we will provide Products to you, how you and we may change or end the Contract, what to do if there is a problem and other important information. By placing an order, you signify your acceptance of these Product Terms.

These Product Terms apply only if you are buying goods from us as a consumer, either via the Website or by phone or email. If you are buying goods from us and you are a business customer please refer to our business terms and conditions, which are available at our Business Terms & Conditions page.

These Product Terms apply only if you are purchasing directly from us. If you have purchased a Heatmiser product through a third party (“Reseller”), the contract will be between you and the Reseller, and we will not be party to such contract. If you have a question or complaint about a product from a Reseller, you should contact the Reseller directly.

Some of the Products available to purchase on our Website have the functionality to integrate with a downloadable application for the purposes of heating control and management (the “NeoApp”). Where this is the case, the NeoApp Terms of Service (the “NeoApp Terms”), which are immediately available on the application when downloaded, will also apply to the use of the Product by you. Should you choose not to accept the NeoApp Terms, the NeoApp shall not be available to you for integration with the Products. If there is a conflict between these Product Terms and the NeoApp Terms, the Product Terms shall prevail.

In these Product Terms, "writing" includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

2. Information About Us and How to Contact Us

We operate the website www.heatmiser.com (the “Website”). We are Heatmiser UK Limited. We are registered in England and Wales under company number 03747773. Our registered office is at Units 1-5 Hurstwood Court, Mercer Way, Blackburn, Lancashire, BB1 2QU. Our registered VAT number is GB 174695424.

You can contact us by telephoning our customer service team at 01254 669090 or by emailing support@heatmiser.com or by writing to us at Units 1-5 Shadsworth Business Park, Mercer Way, Blackburn, Lancashire, BB1 2QU.

If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

3. How the Contract Is Formed Between You and Us

3.1 Order process

For Website orders, our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

Products may also be purchased by placing orders over the phone or by email.

If you place an order via the Website, you will receive an e-mail from us confirming your order has been received by us (the “Acknowledgement Email”). However, please note that the Acknowledgement Email does not mean that your order has been accepted. Our acceptance of your order will take place as described below.

When placing an order by email or phone, you agree to provide accurate and complete information, including your name, delivery address, and contact details.

We will confirm our acceptance of your order placed via Website, telephone or email by sending you an e-mail that confirms your order has been accepted. Once we send this order acceptance email, a binding contract will be formed between us (the “Contract”).

You will receive a further e-mail once your order has been dispatched (the “Dispatch Email”), which will contain a FedEx tracking number for your order.

3.2 If we cannot accept your order

If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because we cannot meet your requested delivery date or because of an error in the price on the Website as referred to below, we will inform you of this by telephoning you at the telephone number provided to us by you during the order process.

In these circumstances, you shall have the option to either: (a) request a refund; (b) request an alternative in-stock product; or (c) wait for the Product that you have ordered to be restocked. If we are unable to reach you via telephone, we will email you to inform you of our inability to accept the order and provide you with the same options. We will not process your order until we have received confirmation from you as to how you wish to proceed.

If you have already paid for a Product that we are unable to supply, we will refund you the full amount including any delivery costs charged as soon as possible.

3.3 Your order number

We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4. Our Products

Images of the Products on the Website are for illustrative purposes only. Although we have made every effort to display the Products accurately, your Product may vary slightly from those images.

5. Price and Payment

5.1 Where to find the price for the Product

All prices are in pounds sterling (£) (GBP) and include VAT at the applicable rate but exclude delivery costs. See clause 6.2 below for further details as to how delivery costs are calculated.

For orders placed via the Website, the complete price for the Products (inclusive of VAT) and delivery costs will be clearly displayed prior to final checkout.

For orders placed via email or telephone, the complete price for the Products (inclusive of VAT) and the delivery costs will be clearly communicated at the time of placing the order.

If you are purchasing the Products from, and require shipment of the Products to, the European Union, in addition to the delivery costs displayed on the Website and/or notified to you as part of the order process, your order will also be subject to duties levied on the importation of the Products into the European Union (the “Customs Duties”), which will not be included in the total price of the Products at the point of checkout. See clause 6.2 below for further details.

We use our best efforts to ensure that the price of the Product advised to you is correct. However please see below for what happens if we discover an error in the price of the Product you order.

5.2 We will pass on changes in the rate of VAT

If the rate of VAT changes between your order date and the date we supply the Product, we will adjust the rate of VAT that you pay, unless you have already paid for the Product in full before the change in the rate of VAT takes effect.

5.3 What happens if we got the price wrong?

The prices of the Products will be as quoted on the Website at the time you submit your order. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system.

Prices for our Products may change from time to time, but changes will not affect any order we have already accepted (except changes in the rate of VAT in accordance with clause 5.2).

It is always possible that, despite our best efforts, some of the Products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the Product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount.

If the Product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. Where you do not wish to proceed you will be entitled to cancel the order, and we will issue a full refund for any amounts which you have already paid.

If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the Contract, refund you any sums you have paid and require the return of any Products provided to you.

5.4 How to pay

We accept payment with Visa and Mastercard as well as PayPal and Apple Pay. We do not accept cash or cheques.

You must pay for all Products before we dispatch them. We will not charge your Credit or Debit Card or PayPal account until we dispatch the Products to you.

6. Delivery

6.1 Delivery Terms

During the order process we will let you know when we will provide the Products to you. We will deliver your Products to you as soon as reasonably possible and in any event within thirty (30) days after the day on which we accept your order.

Delivery will take place at the address specified by you when you placed your order with us.

If we are out of stock of a particular Product, we will call and agree the best options to allow us to send your complete order to you as soon as possible in accordance with clause 3.2 above.

Unless you and we agree otherwise, if we cannot deliver your Products within thirty (30) days after the day on which we accept your order, we will: (a) inform you; (b) cancel your order; and (c) give you a refund.

Except, we are not responsible for delays outside our control. If our supply of the Products is delayed by an event outside our control, we will inform you as soon as possible, and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may still contact us to end the Contract and receive a refund for any Products you have paid for but not received.

6.2 Delivery costs

The costs of delivery are based on the total price of all the Products ordered.

For Website orders, our delivery costs are as displayed on the Website and will be advised to you during the order process.

For orders placed via email or telephone, the complete price for the Products (inclusive of VAT) and the delivery costs will be clearly communicated at the time of placing the order.

If you are purchasing the Products from, and require shipment of the Products to, the European Union, the Customs Duties shall be calculated by and payable to the local customs authorities by you upon delivery of the Products as an additional cost. Please check the customs and import regulations in your country for further information on these.

6.3 Packaging

Products will be standard packed. Unless otherwise stated by us, the price of the Product includes standard bulk packaging for domestic shipment.

6.4 Issues with delivery

The Products may require a signature upon delivery. If you know that nobody will be available to take and sign for delivery of the Products, it is your responsibility to manage delivery options, which you may do by accessing the FedEx delivery tracking website, available at www.fedex.com/en-gb/tracking.html, and entering the delivery tracking number contained within the Dispatch Email received by you from us.

If delivery is unsuccessful, we may charge for storage and additional delivery costs. If we are unable to contact you or arrange delivery/collection, we may terminate the Contract and charge compensation.

6.5 Responsibility for the Products

You are responsible for the Products once they have been delivered to the address specified by you when you placed your order with us. In other words, the risk in the Products passes to you when you take, or a third party notified by you takes, possession of the Products.

7. Your Rights to Make Changes

If you wish to make a change to your order for the Products you have ordered, please contact us. We will let you know if the change is possible.

If it is possible we will let you know about any changes to the price of the Product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the Contract as set out below.

8. Right to Cancel

You have the right to cancel the Contract within fourteen (14) days without giving any reason. The cancellation period will expire after fourteen (14) days from the day on which you receive the Product.

To exercise the right to cancel, you must inform us of your decision to cancel this Contract by a clear statement (for example, a letter sent by post or email) using the contact details in clause 2 of these Product Terms within the cancellation period.

If you cancel this Contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of the Products supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:

a. fourteen (14) days after the day we received the Product back from you; or (if earlier)

b. fourteen (14) days after the day you provide evidence that you have returned the Product; or

c. in all other cases, your refund will be made within fourteen (14) days of your telling us you have changed your mind.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

If you have received the Product, you must send back the Product, without undue delay and in any event not later than fourteen (14) days from the day on which you communicate your cancellation of this Contract to us.

9. Our Rights to Make Changes

9.1 Minor changes to the Products

We may change the Products to reflect changes in relevant laws and regulatory requirements and to implement minor technical adjustments and improvements, for example to address a known defect. These changes will not affect your use of the Product.

9.2 More significant changes to the Products and these Product Terms

We amend these Product Terms from time to time. Please look at the bottom of this page to see when these Product Terms were last updated.

Every time you order Products from us, the Product Terms in force at the time of your order will apply to the Contract between you and us.

We may revise these Product Terms as they apply to your order from time to time to reflect: (a) changes in relevant laws and regulatory requirements; (b) changes to our business processes such as our standard delivery times; and (c) changes to third party support.

If we have to revise these Product Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected Products or just the Products you have yet to receive. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.

10. If There Is a Problem with the Product

10.1 How to tell us about problems

If you have any questions or complaints about the Product, please contact us using the contact details in clause 2 of these Product Terms.

10.2 Summary of your legal rights

We are under a legal duty to supply Products that are in conformity with these Product Terms and nothing in these Product Terms will affect your legal rights.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your Product, you’re entitled to the following:

• up to thirty (30) days: if your Products are faulty, you can get a refund;
• up to six (6) months: if it can’t be repaired or replaced, then you’re entitled to a full refund in most cases; and
• up to six (6) years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

10.3 Your obligation to return rejected Products

If you wish to exercise your legal rights to reject Products you must post them back to us or (if they are not suitable for posting) allow us to collect them from you.

We will pay the costs of postage or collection. Please contact customer services by calling or writing to us at the phone number or email address specified in clause 2 above for a return label or to arrange collection.

10.4 Products purchased through a Reseller

Where you have purchased a Heatmiser product through a Reseller, we will not have any liability to you for any issues arising from the sale or delivery of the products by the Reseller, excluding where such liability cannot by law be excluded, including: (a) liability for damage or injury caused by product defects under the Consumer Protection Act 1987; and/or (b) liability for goods that do not meet certain statutory requirements under the Consumer Rights Act 2015.

In the first instance, you should contact the Reseller directly for any issues and/or complaints you may have relating to the sale, delivery, service or quality of the goods. Should the issue be one for which we have any liability, this will be escalated to us by the Reseller and dealt with accordingly.

11. When We Will Pay the Costs of Return

We will pay the costs of return if: (a) the Products are faulty or misdescribed; or (b) you are ending the Contract because we have told you of (i) an upcoming change to the Product or these Product Terms; (ii) an error in pricing or description; (iii) a delay in delivery due to events outside our control; or (iv) because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances you will pay the costs of return.

12. Refunds

We will refund you the price you paid for the Products including delivery costs (if applicable), by the method you used for payment. If you paid by Debit or Credit Card (including via Apple Pay) the refund will automatically be made to that card. If you paid by PayPal your refund will be processed via PayPal.

We will make any refunds due to you as soon as possible.

13. Our Responsibility for Loss or Damage Suffered by You

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes: (a) liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; (b) fraud or fraudulent misrepresentation; and (c) breach of your legal rights in relation to the Products set out in clause 10.2 above.

If we fail to comply with these Product Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this Contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

14. Your Privacy and Personal Information

Any personal information that you provide to us will be dealt with in line with our Privacy Policy.

15. Other Important Terms

15.1 Transfer: We may transfer our rights and obligations under these Product Terms to another organisation. You may only transfer your rights or your obligations under these Product Terms to another person if we agree in writing. Nobody else has any rights under these Product Terms.

15.2 If a court finds part of these Product Terms illegal, the rest will continue in force: Each of the paragraphs of these Product Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.3 Even if we delay in enforcing the Contract, we can still enforce it later: If we do not insist immediately that you do anything you are required to do under these Product Terms, or if we delay in taking steps against you in respect of your breaking the Contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Products, we can still require you to make the payment at a later date.

15.4 Language: These Product Terms are only available in English. No other languages will apply to these Product Terms.

16. Governing Law and Jurisdiction

These Product Terms are governed by and construed in accordance with the laws of England and Wales and any dispute and legal proceedings in respect of the Products will be decided by the courts of England and Wales. However, this does not affect your rights under your local law in relation to any claim that may arise, and this claim can still be brought in your local court.

Product Terms last updated on 1 April 2026