Delivery Information

Last updated: 24 July 2026

This Delivery Information explains how Boiler Lines delivers boilers, heating controls, flues, filters, thermostats and related heating products purchased through boilerlines.co.uk.

Boiler Lines is a trading name of DYS FORTEX LTD.

1. About Boiler Lines

Legal company name: DYS FORTEX LTD
Trading name: Boiler Lines
Company number: 15246219
Registered office: C/O Elstree Consultants Ltd, 4 Imperial Place, Maxwell Road, Borehamwood, England, WD6 1JN
Website: boilerlines.co.uk
Email: info@boilerlines.co.uk

The registered office is a correspondence address and is not a collection point, showroom or authorised returns address.

2. Our Delivery Service

Boiler Lines delivers eligible orders using Boiler Lines vehicles and delivery personnel.

Using our own delivery operation allows us to maintain closer oversight of the delivery process from dispatch to arrival.

Depending on operational requirements, we may use an approved third-party logistics provider where reasonably necessary.

Boiler Lines delivery personnel provide delivery services only.

They do not:

• Install products;

• Commission boilers;

• Disconnect existing appliances;

• Remove old boilers;

• Alter pipework or electrical connections;

• Move products through unsafe access routes;

• Confirm whether a product is suitable for a property;

• Provide technical installation advice.

3. Priority Delivery Area

London is Boiler Lines’ primary and priority delivery area.

Orders for eligible London postcodes will normally be prioritised when delivery routes and available delivery dates are planned.

Priority does not guarantee:

• Same-day delivery;

• Next-day delivery;

• Delivery at a specific time;

• Delivery to every London postcode;

• Immediate availability of every product.

Delivery remains subject to:

• The delivery postcode;

• Product availability;

• Vehicle availability;

• Route capacity;

• Product size and weight;

• Safe access;

• Payment authorisation;

• Any delivery restrictions shown at checkout.

4. Eligible Postcodes

Boiler Lines delivers only to selected postcodes.

Not every postcode in London or England will necessarily be eligible for delivery.

Delivery eligibility will be confirmed through one or more of the following:

• The website;

• The shopping basket;

• The checkout;

• Direct communication from Boiler Lines;

• Order confirmation.

A customer should not assume that an address is eligible merely because it is located within London.

The current postcode coverage may change as our delivery network develops.

If an order is placed for an address outside our delivery area, we may:

• Contact you to discuss whether delivery is possible;

• Offer an alternative delivery arrangement;

• Request an additional delivery payment with your express agreement;

• Cancel the affected order and provide a refund.

We will not add an undisclosed delivery charge without your agreement.

5. Checking Delivery Availability

Customers must enter a complete and accurate delivery address during checkout.

This must include:

• Recipient name;

• Building name or number;

• Street;

• Town or city;

• Postcode;

• Telephone number;

• Email address;

• Relevant access information.

Delivery availability may be determined by the postcode entered at checkout.

Where the website cannot automatically confirm delivery availability, Boiler Lines may review the address after the order is submitted.

An automated order acknowledgement does not guarantee that the address is within our delivery area.

If delivery cannot be completed to the address provided, we will contact you and explain the available options.

6. Delivery Charges

Delivery charges may vary according to:

• Delivery postcode;

• Distance;

• Product type;

• Product size and weight;

• Number of products;

• Required vehicle;

• Delivery service selected;

• Access requirements;

• Any special delivery arrangement agreed with the customer.

The applicable delivery cost will be displayed or calculated before the order is completed wherever reasonably possible.

Where a charge cannot be calculated automatically, we will provide the cost before confirming the delivery arrangement.

Mandatory delivery charges will be included in the total price shown before payment. Optional enhanced delivery services will only be added where the customer actively selects or agrees to them.

7. Free Delivery Promotions

Boiler Lines may occasionally offer free delivery for:

• Selected products;

• Selected order values;

• Selected postcodes;

• Selected promotional periods.

Any free delivery offer will be subject to the conditions shown with the relevant promotion.

Unless expressly stated otherwise, a free delivery promotion does not guarantee:

• Delivery to every UK postcode;

• Express delivery;

• Timed delivery;

• Delivery outside our normal service area;

• Specialist access or lifting services.

8. Delivery Times

Available delivery dates or estimated delivery periods may be displayed during checkout or confirmed after the order has been accepted.

Delivery times depend on:

• Product availability;

• Order processing;

• Payment approval;

• Delivery postcode;

• Route planning;

• Vehicle capacity;

• Weather and traffic conditions;

• Access restrictions;

• The size and weight of the order.

Where no separate delivery time has been agreed, we will deliver consumer orders without undue delay and within the period required by applicable UK law.

Unless otherwise agreed, this will generally be no later than 30 days after the contract is formed.

9. Estimated Delivery Dates

Any delivery date or time provided before final confirmation should be treated as an estimate unless we expressly confirm that the date or time is guaranteed.

We will take reasonable steps to meet confirmed delivery arrangements.

However, delivery may be delayed by circumstances including:

• Severe weather;

• Traffic disruption;

• Road closures;

• Vehicle breakdown;

• Product shortages;

• Supplier delays;

• Safety concerns;

• Restricted access;

• Industrial action;

• Government restrictions;

• Other events outside our reasonable control.

Where there is a material delay, we will contact you and provide updated information.

10. Time-Sensitive Deliveries

You must tell Boiler Lines before placing the order if delivery by a particular date is essential.

Examples may include:

• A scheduled installation;

• A property handover;

• A tenant move-in date;

• An urgent replacement requirement.

We do not recommend booking an installer until:

• The correct product has been delivered;

• The product has been inspected;

• All required components are present;

• The product has been confirmed as undamaged;

• The installer has verified product suitability.

A delivery estimate alone should not be treated as a guaranteed installation date.

11. Delivery Notifications

We may contact you by email, telephone, SMS or another reasonable service channel to:

• Confirm the delivery address;

• Arrange a delivery date;

• Provide a delivery window;

• Request access information;

• Confirm that the delivery vehicle is approaching;

• Inform you of a delay;

• Rearrange a delivery.

Customers must ensure that the contact information supplied with the order is accurate.

Service communications concerning delivery do not constitute marketing communications.

12. Changes to Delivery Details

Contact info@boilerlines.co.uk as soon as possible if you need to change:

• Recipient name;

• Delivery address;

• Postcode;

• Telephone number;

• Access instructions;

• Preferred delivery date.

We cannot guarantee that changes can be made after:

• The order has been processed;

• Route planning has been completed;

• The vehicle has been loaded;

• Delivery has begun.

Changing the postcode or delivery address may:

• Affect delivery eligibility;

• Change the delivery charge;

• Delay the order;

• Require cancellation and replacement of the original order.

Any additional charge will be explained and must be agreed before it is applied.

13. Delivery Access

Customers must provide safe and reasonable access to the delivery location.

Before delivery, you should inform us of:

• Narrow roads;

• Low bridges;

• Width or height restrictions;

• Weight restrictions;

• Controlled-access areas;

• Gated developments;

• Parking restrictions;

• Congestion or restricted zones;

• Construction works;

• Long carrying distances;

• Stairs;

• Lifts;

• Restricted delivery hours;

• Other access difficulties.

Boiler Lines may refuse or postpone delivery where access would create an unreasonable risk to:

• The customer;

• Delivery personnel;

• The delivery vehicle;

• The product;

• Other people or property.

14. Parking and Vehicle Access

The customer is responsible for ensuring that there is a legal and reasonably safe location for the delivery vehicle to stop and unload.

Where applicable, the customer should arrange:

• Visitor parking;

• Access permits;

• Gate access;

• Loading-bay access;

• Building-management permission;

• Temporary access instructions.

Boiler Lines is not responsible for delays caused by undisclosed parking or access restrictions.

If delivery cannot be completed because suitable access was not available, a reasonable redelivery charge may apply.

15. Delivery Point

Unless another service has been expressly agreed, delivery will normally be made to a safe and accessible point at the delivery address.

The precise delivery point will depend on:

• Property type;

• Vehicle access;

• Product size and weight;

• Safe unloading conditions;

• Reasonable access for delivery personnel.

Delivery may be limited to:

• Ground level;

• Building entrance;

• Garage;

• Accessible storage area;

• Another safe point agreed with the customer.

Boiler Lines delivery personnel are not required to:

• Carry boilers upstairs;

• Use customer lifts where unsafe or unsuitable;

• Remove doors or fixtures;

• Move existing appliances;

• Move furniture or unrelated goods;

• Carry products through unsafe or obstructed areas;

• Lift products over walls, fences or other obstacles.

16. Flats and Multi-Storey Buildings

Customers ordering for a flat or multi-storey building must disclose this before delivery.

Please provide details of:

• Floor number;

• Lift availability;

• Lift size and weight restrictions;

• Stair access;

• Building-access rules;

• Concierge arrangements;

• Loading restrictions;

• Distance between the vehicle and the building entrance.

Unless expressly agreed, standard delivery does not include carrying heavy products to an upper floor.

We may:

• Deliver to the building entrance;

• Deliver to another safe ground-level point;

• Request that the customer provides suitable assistance;

• Decline an unsafe delivery;

• Offer a specialist arrangement for an additional agreed charge.

17. Presence at Delivery

An adult aged 18 or over must normally be present to accept delivery.

The person accepting delivery must be authorised to:

• Receive the products;

• Check the number of packages;

• Inspect the external packaging;

• Sign or confirm delivery;

• Report visible damage or shortages.

We may ask for reasonable proof of identity or order information before releasing high-value products.

18. Unattended Delivery

Boilers and other high-value heating products will not normally be left unattended.

We will not normally leave products:

• Outside the property;

• In an unsecured location;

• With an unauthorised neighbour;

• In a communal area;

• On a public pavement;

• At an address different from the confirmed delivery address.

A safe-place request may be refused because of:

• Product value;

• Product size;

• Theft risk;

• Weather risk;

• Safety concerns;

• Manufacturer packaging requirements.

19. Checking the Delivery

You or your authorised representative should inspect the delivery before the Boiler Lines vehicle leaves.

Where reasonably possible, check:

• The number of packages;

• Product brand;

• Product model;

• Package labels;

• Visible external damage;

• Signs of impact;

• Torn or wet packaging;

• Missing products;

• Missing packages.

If there is a visible issue:

• Inform the delivery person immediately;

• Ask for the issue to be recorded;

• Take clear photographs;

• Mark the delivery as damaged or incomplete where possible;

• Contact info@boilerlines.co.uk.

20. Delivery Confirmation

We may record delivery using:

• A written signature;

• An electronic signature;

• A delivery photograph;

• A delivery timestamp;

• Vehicle or route records;

• The name of the recipient;

• Electronic delivery confirmation.

A signature or electronic record confirms that delivery took place.

It does not automatically mean that:

• The product is free from hidden damage;

• The product is technically fault-free;

• Every internal component has been inspected;

• Statutory consumer rights have been waived.

21. Damaged Deliveries

If a product appears damaged, do not:

• Install it;

• Connect it;

• Commission it;

• Dispose of the packaging;

• Attempt an unauthorised repair.

Take photographs showing:

• All sides of the packaging;

• The delivery label;

• The product inside the box;

• The damaged area;

• The model and serial number;

• Any damaged components.

Contact:

info@boilerlines.co.uk

Where reasonably possible, delivery damage should be reported within 48 hours.

The 48-hour period helps us investigate the delivery and preserve evidence. It does not remove statutory rights where damage is reported later.

22. Missing or Incomplete Deliveries

If an item or package is missing:

• Check the delivery documentation;

• Check whether the order is being delivered in more than one shipment;

• Inform the delivery person where the issue is visible;

• Contact info@boilerlines.co.uk.

Please provide:

• Order number;

• Products received;

• Products missing;

• Package count;

• Delivery date;

• Relevant photographs.

We will investigate the delivery records and arrange an appropriate resolution.

23. Incorrect Products

If you receive a product different from the product shown on your order confirmation:

• Do not install it;

• Do not connect it;

• Do not damage or discard the packaging;

• Take photographs of the product and labels;

• Contact info@boilerlines.co.uk.

Once the error is confirmed, Boiler Lines will arrange an appropriate remedy, which may include:

• Collection;

• Delivery of the correct product;

• An agreed alternative;

• Refund.

24. Failed Delivery

A delivery may be treated as unsuccessful where:

• No authorised adult is available;

• The customer cannot be contacted;

• The address is incorrect;

• Access cannot be obtained;

• The delivery point is unsafe;

• Vehicle access is unavailable;

• Parking or unloading is not reasonably possible;

• Access restrictions were not disclosed;

• The customer refuses delivery without a valid reason.

Where a failed delivery is caused by circumstances within the customer’s reasonable control, we may charge the actual and reasonable cost of another delivery attempt.

The charge will be explained before redelivery is arranged.

25. Refused Delivery

If you refuse delivery because you have changed your mind, the order will be handled under our Returns, Refunds and Cancellation Policy.

Refusing delivery does not automatically complete a cancellation.

You should also contact:

info@boilerlines.co.uk

Where the refusal is not caused by a fault, damage or Boiler Lines error, reasonable return or collection costs may be deducted from the refund where permitted by law.

If the product is visibly damaged or clearly incorrect, tell the delivery person why you are refusing it and ensure the reason is recorded.

26. Redelivery

Where redelivery is required, we will agree a new delivery arrangement subject to:

• Route availability;

• Vehicle capacity;

• Product availability;

• Postcode coverage;

• Payment of any valid redelivery charge.

Priority London coverage does not guarantee immediate redelivery.

27. Customer Collection

Boiler Lines does not currently offer customer collection unless expressly confirmed in writing.

Customers must not travel to:

• Our registered office;

• A warehouse;

• A supplier;

• A vehicle depot;

• Another business location

to collect products without prior written confirmation.

28. Delivery Delays

If delivery is delayed, we will take reasonable steps to:

• Inform you;

• Explain the reason where possible;

• Provide a revised estimate;

• Offer available alternatives;

• Explain any cancellation rights.

Where delivery by an agreed time was essential and Boiler Lines fails to meet that requirement, the customer may have the right to cancel under applicable consumer law.

29. Products Delivered in Separate Shipments

Products within the same order may be delivered separately.

This may occur because:

• Products are stored at different locations;

• Products become available at different times;

• Separate vehicles are required;

• Product size or weight requires separate handling.

Where possible, we will tell you if the order is expected to arrive in multiple deliveries.

You will not be charged an additional delivery fee solely because Boiler Lines chooses to split an order after it has been accepted, unless a separate arrangement has been agreed.

30. Risk and Responsibility

For consumer orders, responsibility for accidental loss or damage normally passes to the customer when:

• The customer takes physical possession of the goods; or

• A person nominated by the customer takes physical possession of them.

Responsibility does not pass merely because the product has been placed on a Boiler Lines vehicle.

After delivery, customers should:

• Keep products secure;

• Keep products dry;

• Protect packaging;

• Prevent unauthorised installation;

• Store products according to manufacturer instructions.

31. Installation Appointments

Boiler Lines does not provide installation or commissioning services.

Customers should not book installation based only on an estimated delivery date.

Before installation, the customer and installer should confirm:

• The correct product was delivered;

• The product is undamaged;

• All required components are present;

• The product is compatible with the property;

• The correct flue and accessories are available;

• The installation can proceed safely.

Boiler Lines will not normally be responsible for avoidable installer cancellation charges where an installation was booked before the product was delivered and checked.

This does not exclude responsibility for foreseeable loss where Boiler Lines supplied faulty or incorrect goods and the customer could not reasonably have avoided the loss.

32. Exceptional Circumstances

Delivery may be affected by events outside our reasonable control, including:

• Severe weather;

• Flooding;

• Fire;

• Road closures;

• Major traffic disruption;

• Vehicle breakdown;

• Industrial action;

• Supplier disruption;

• Product shortages;

• Government action;

• Public emergencies;

• Safety incidents.

We will take reasonable steps to reduce the effect of the disruption.

If the delay becomes substantial, customers may be entitled to cancel affected products and receive a refund for goods not delivered.

33. Business and Trade Deliveries

Additional arrangements may apply to:

• Limited companies;

• Heating engineers;

• Installers;

• Property developers;

• Landlords purchasing for business purposes;

• Trade-account customers;

• Other commercial customers.

Business customers should ensure that:

• The delivery site is attended;

• Suitable unloading assistance is available where agreed;

• Site access is safe;

• Delivery restrictions are disclosed;

• An authorised person accepts the goods.

Separate business or trade delivery terms may be agreed in writing.

34. Returns and Collections

This Delivery Information does not replace our Returns, Refunds and Cancellation Policy.

Products must not be returned:

• With a Boiler Lines delivery person;

• To our registered office;

• To a manufacturer;

• To a supplier;

• To another address

without prior written authorisation.

To request a return or collection, contact:

info@boilerlines.co.uk

35. Complaints

If you are dissatisfied with a delivery, contact:

info@boilerlines.co.uk

Please include:

• Full name;

• Order number;

• Delivery address;

• Delivery date;

• Description of the issue;

• Relevant photographs or documents;

• The resolution requested.

Delivery complaints will be handled under our Complaints Procedure.

36. Changes to Delivery Coverage

We may change:

• Eligible postcodes;

• Priority delivery areas;

• Delivery charges;

• Available delivery days;

• Vehicle coverage;

• Delivery-service options.

Changes will not normally affect an order already accepted unless:

• The change is required by law;

• Delivery becomes impossible;

• An event outside our reasonable control occurs;

• An alternative arrangement is agreed with the customer.

The latest delivery information will be published on boilerlines.co.uk.

37. Contact Us

For questions about postcode eligibility, delivery charges, an existing order or delivery access, contact:

DYS FORTEX LTD trading as Boiler Lines

Company number: 15246219
Registered office: C/O Elstree Consultants Ltd, 4 Imperial Place, Maxwell Road, Borehamwood, England, WD6 1JN
Website: boilerlines.co.uk
Email: info@boilerlines.co.uk

The registered office is not a customer collection point or authorised returns address.