Returns, Refunds and Cancellation Policy

Last updated: 24 July 2026

This Returns, Refunds and Cancellation Policy explains how order cancellations, change-of-mind returns, damaged deliveries, incorrect products, faulty products and refunds are handled when you purchase goods from Boiler Lines through boilerlines.co.uk.

Boiler Lines is a trading name of DYS FORTEX LTD.

Boiler Lines supplies boilers, flues, filters, thermostats, heating controls and related heating products.

Boiler Lines does not provide installation or commissioning services.

Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

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
Customer service email: info@boilerlines.co.uk

The registered office is not automatically an authorised returns address.

You must not return any product to our registered office unless Boiler Lines has confirmed in writing that the address may be used for your return.

2. Cancelling an Order Before Dispatch

You may request to cancel an order before it has been dispatched.

To request cancellation, contact us as soon as possible at:

info@boilerlines.co.uk

Your cancellation request should include:

• Your full name;

• Your order number;

• Your billing or delivery address;

• The product or products you wish to cancel.

We will make reasonable efforts to stop the order before dispatch.

However, orders may be processed quickly and we cannot guarantee that a cancellation request will be completed before the product leaves our warehouse or begins its delivery journey.

If your order has already been dispatched, you must follow the return procedure described in this policy.

3. Your 14-Day Right to Cancel

If you purchase goods from Boiler Lines as a consumer through our website, you normally have the right to cancel your order without giving a reason.

You must notify us of your decision to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods.

Where an order contains multiple goods delivered separately, the cancellation period begins on the day after the final item is received.

After notifying us that you wish to cancel, the goods must be returned or made available for collection within a further 14 days.

To exercise your right to cancel, email:

info@boilerlines.co.uk

Your message must clearly state that you wish to cancel the order and should include:

• Your full name;

• Your order number;

• Your delivery address;

• The product or products being returned;

• The date the goods were delivered.

You do not need to provide a reason for exercising your statutory right to cancel.

4. Condition of Change-of-Mind Returns

Products returned because you have changed your mind should be:

• Unused;

• Uninstalled;

• Uncommissioned;

• Unconnected to gas, water, electricity or a heating system;

• Complete with all supplied parts, fittings and accessories;

• Complete with manuals, documentation and warranty materials;

• Free from damage, marks, scratches or signs of installation;

• In their original packaging wherever reasonably possible;

• In a condition suitable for resale.

For the simplest return and a full refund without deductions, we strongly recommend that the product and its original packaging remain unopened, undamaged and complete.

However, customers may inspect goods only to the extent that they would reasonably be permitted to inspect them in a physical shop.

Opening a box solely to visually inspect the product will not automatically remove your cancellation rights.

We may reduce your refund where the value of a product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality.

5. Examples of Excessive Handling

Handling beyond what is reasonably necessary may include:

• Installing or partially installing the product;

• Commissioning or attempting to commission the product;

• Connecting or attempting to connect the product to gas;

• Connecting or attempting to connect the product to electricity;

• Connecting the product to pipework or a heating system;

• Filling a boiler, filter or component with water;

• Using any supplied seals, fittings or consumable components;

• Removing protective films unnecessarily;

• Cutting, drilling, marking or modifying the product;

• Damaging or discarding the original packaging;

• Writing on the manufacturer’s packaging;

• Attaching courier labels directly to retail packaging;

• Removing, altering or damaging serial-number labels;

• Returning the product with missing parts, manuals or accessories;

• Allowing the product to become scratched, dented, wet or otherwise damaged.

Any deduction will reflect the actual reduction in the product’s value and will not be used as an automatic restocking penalty.

6. Installed, Connected or Used Products

A boiler or heating product that has been installed, partially installed, commissioned, connected, filled, altered or used cannot normally be accepted as a change-of-mind return.

This includes products that have been:

• Connected to gas;

• Connected to electricity;

• Connected to water or pipework;

• Connected to a heating system;

• Filled with water;

• Commissioned;

• Fired or operated;

• Cut, drilled or modified;

• Damaged during installation.

This restriction applies to change-of-mind returns only.

It does not affect your statutory rights where the goods were faulty, damaged, incorrectly supplied, not as described or not fit for purpose.

7. Return Authorisation

You must contact Boiler Lines before returning any product.

Do not return goods directly to:

• Our registered office;

• A manufacturer;

• A supplier;

• A warehouse;

• Any delivery driver;

• Any other address

unless Boiler Lines has provided written return instructions.

After reviewing your request, we may provide:

• A return authorisation or reference number;

• The approved return address;

• Packaging requirements;

• Collection arrangements;

• A proposed collection date;

• Details of any applicable collection charge.

Products sent without authorisation or to an incorrect address may be refused and may result in delays or additional costs.

8. Collection of Boilers and Heavy Products

Boilers and some heating products are large, heavy and unsuitable for ordinary parcel or postal services.

Boiler Lines normally delivers products using Boiler Lines vehicles and delivery personnel.

Where reasonably available, Boiler Lines may also arrange collection of returned boilers and heavy products using its own vehicles or an approved delivery provider.

The collection arrangements will depend on:

• The type and size of the product;

• The collection location;

• Vehicle availability;

• Access to the property;

• Whether pallet or lifting equipment is required;

• The reason for the return.

You must provide safe and reasonable access for collection.

The product must be ready for collection at the agreed time and must be appropriately packaged.

Boiler Lines delivery personnel are not responsible for disconnecting, uninstalling, draining, repackaging or dismantling products.

9. Cost of Change-of-Mind Returns

Where you are returning a product because you have changed your mind, you will normally be responsible for the direct cost of returning the goods.

If Boiler Lines arranges collection, the collection cost will be confirmed before the collection is booked.

Where permitted by law, an agreed collection charge may be deducted from your refund.

Because boilers and heating products may be large and heavy, return or collection charges may be higher than ordinary parcel-delivery charges.

No return or collection charge will normally be imposed where the product is confirmed to be:

• Faulty;

• Damaged before or during delivery;

• Incorrectly supplied;

• Not as described;

• Otherwise in breach of your statutory rights.

10. Customer Responsibility Before Collection

Until the product has been collected by Boiler Lines or received at the authorised return location, you must:

• Take reasonable care of it;

• Keep it secure;

• Keep it dry;

• Protect it against impact and weather;

• Prevent unauthorised installation or use;

• Retain all parts, accessories and documents;

• Package it securely for transport.

If collection cannot be completed because:

• No one is available at the agreed address;

• Access is unsafe or unavailable;

• The product has not been disconnected;

• The product has not been appropriately packaged;

• The product cannot be safely moved;

• Incorrect collection information was supplied,

we may charge a reasonable fee for a further collection attempt where permitted by law.

11. Packaging a Return

Products must be packaged securely to prevent damage during transportation.

Wherever possible, use:

• The original manufacturer’s box;

• Original protective inserts;

• Original polystyrene supports;

• Original protective wrapping;

• A suitable outer shipping box;

• Secure pallet packaging where necessary;

• Suitable straps or transport protection for heavy products.

Do not:

• Write directly on retail packaging;

• Permanently mark the box;

• Attach adhesive delivery labels directly to the manufacturer’s retail packaging;

• Leave loose parts inside the box without protection;

• Use damaged packaging that cannot safely support the product.

If the original packaging has been discarded or damaged, you are responsible for providing packaging suitable for the size, weight and nature of the product.

We may make a reasonable deduction where inadequate return packaging causes damage or reduces the product’s value.

12. Products That Cannot Normally Be Returned for Change of Mind

We cannot normally accept the following as change-of-mind returns:

• Installed or partially installed products;

• Commissioned products;

• Products connected to gas, electricity, water or a heating system;

• Products filled with water;

• Used products;

• Cut, drilled, modified or altered products;

• Products with missing or altered serial numbers;

• Incomplete products;

• Products damaged while in the customer’s possession;

• Products returned outside the applicable cancellation period;

• Bespoke or personalised products;

• Special-order products sourced specifically for the customer, where this was clearly communicated before purchase;

• Products inseparably mixed with other goods after delivery;

• Goods covered by a statutory cancellation exception.

These restrictions do not limit your rights where goods are faulty, damaged, incorrectly supplied, not as described or not fit for purpose.

13. Checking Product Suitability Before Ordering

Customers are responsible for checking product suitability before placing an order.

Before ordering, you should check:

• Boiler type;

• Fuel type;

• Kilowatt output;

• Property and system requirements;

• Product dimensions;

• Flue requirements;

• Flow and return connection requirements;

• Heating-control compatibility;

• Filter compatibility;

• Accessory compatibility;

• Electrical requirements;

• Manufacturer installation requirements.

We strongly recommend asking a suitably qualified heating professional to confirm the correct product specification before ordering.

Product information provided on our website is intended to assist with selection but does not replace a property-specific assessment by a qualified professional.

14. Incorrectly Ordered Products

If you order an unsuitable or incorrect product, you may return it under the change-of-mind provisions of this policy where:

• You notify us within the applicable cancellation period;

• The product has not been installed;

• The product has not been connected or commissioned;

• The product has not been used;

• The product is complete;

• The product is returned in an acceptable condition;

• You pay the applicable return or collection cost.

The customer remains responsible for checking compatibility before installation.

Do not install a product if you believe it may be incorrect or unsuitable.

15. Products Incorrectly Supplied by Boiler Lines

If Boiler Lines sends a product different from the product shown on your order confirmation, contact us as soon as possible at:

info@boilerlines.co.uk

Do not install, connect, alter or use the incorrectly supplied product.

We may request:

• Photographs of the product;

• Photographs of the packaging;

• The product label;

• The serial number;

• The delivery label;

• Your order confirmation.

Once the error has been confirmed, Boiler Lines will arrange and pay for collection of the incorrectly supplied product.

Depending on stock availability and your preference, we will:

• Deliver the correct product;

• Offer an appropriate alternative with your agreement;

• Cancel the affected product and issue a refund.

16. Delivery Using Boiler Lines Vehicles

Boiler Lines normally delivers orders using its own vehicles and delivery personnel.

At the time of delivery, you or an authorised person should:

• Check the number of packages;

• Check that the product model appears correct;

• Inspect the external packaging;

• Look for visible signs of damage;

• Notify the delivery person of any visible damage or shortage;

• Ensure any visible issue is recorded on the delivery documentation.

A signature or electronic delivery confirmation records that delivery took place. It does not automatically remove your statutory rights concerning hidden damage, faults or incorrectly supplied products.

17. Damaged Deliveries

You should inspect the product and packaging as soon as reasonably possible after delivery.

If visible damage is identified during delivery:

• Inform the Boiler Lines delivery person immediately;

• Ask for the damage to be recorded;

• Mark the delivery as damaged where possible;

• Take clear photographs before the vehicle leaves;

• Contact info@boilerlines.co.uk.

If damage is discovered after delivery, contact us as soon as possible.

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

Reporting within 48 hours helps us investigate the cause and preserve evidence. Failure to report within this period does not remove your statutory consumer rights.

Do not install, connect or use a visibly damaged product.

18. Evidence Required for Delivery Damage

We may ask you to provide photographs or videos showing:

• The complete outer packaging;

• Each side of the packaging;

• The delivery label;

• The product inside the packaging;

• The damaged area;

• The product model;

• The serial number;

• Any damaged accessories or fittings.

You must retain:

• The product;

• The original packaging;

• Protective inserts;

• Pallet or transport materials;

• Delivery labels;

• Damaged parts

until we have reviewed your claim and provided instructions.

Do not dispose of packaging before a damaged-delivery claim has been assessed.

19. Remedies for Delivery Damage

Where a product was damaged before or during delivery, Boiler Lines will provide an appropriate remedy depending on the circumstances.

This may include:

• Collection of the damaged product;

• Replacement of the product;

• Replacement of an affected component;

• Repair, where legally appropriate;

• A price reduction;

• A partial refund;

• A full refund.

Boiler Lines will cover reasonable collection or return costs where the damage occurred before or during delivery.

20. Faulty Products

Goods supplied by Boiler Lines must be:

• Of satisfactory quality;

• Fit for their intended purpose;

• As described.

If you believe that a product is faulty:

• Stop using it where continued use may cause damage or create a safety risk;

• Do not carry out an unauthorised repair;

• Do not remove internal components;

• Do not return the product without instructions;

• Contact info@boilerlines.co.uk.

For gas-related concerns or where there may be a safety risk, stop using the appliance and seek assistance from a suitably qualified Gas Safe registered engineer.

21. Information Required for a Fault Investigation

To investigate a reported fault, we may reasonably request:

• Your order number;

• The product name and model;

• The product serial number;

• Photographs or videos;

• Details of error codes;

• A description of the fault;

• The date the fault first occurred;

• Installation records;

• Commissioning records;

• Benchmark documentation;

• Manufacturer warranty-registration information;

• The installer’s details;

• The installer’s Gas Safe registration details, where relevant;

• A qualified engineer’s report where reasonably necessary.

Requesting this information does not remove or restrict your statutory rights.

The information is used to determine whether the issue relates to:

• A manufacturing or product fault;

• Installation;

• Commissioning;

• Compatibility;

• Existing pipework;

• Electrical wiring;

• Water quality;

• System pressure;

• External controls;

• Misuse or accidental damage;

• Another external cause.

22. Short-Term Right to Reject Faulty Goods

Where goods are faulty, not as described or not fit for purpose, consumers may have a statutory right to reject them within 30 days of delivery.

Where the short-term right to reject applies, you may be entitled to a full refund.

The 30-day period may be paused where you request or agree to a repair or replacement, as provided by applicable consumer law.

Boiler Lines may inspect the product or request reasonable evidence before determining whether the goods are faulty.

23. Faults Reported After 30 Days

After the first 30 days, you may normally be required to allow Boiler Lines an opportunity to repair or replace faulty goods before becoming entitled to a price reduction or final refund.

Depending on the circumstances, the available remedy may include:

• Repair;

• Replacement;

• Replacement parts;

• Price reduction;

• Partial refund;

• Final rejection and refund.

Any remedy will be provided in accordance with your statutory rights.

Manufacturer warranties are provided in addition to, and do not replace, your statutory rights against Boiler Lines.

24. Installation-Related Problems

Boiler Lines does not provide installation or commissioning services.

Customers must arrange installation and commissioning through a suitably qualified professional.

Gas appliances must be installed and commissioned by a suitably qualified Gas Safe registered engineer where required by law.

Electrical work must be completed by a suitably qualified person.

A product will not be considered faulty solely because:

• It was installed incorrectly;

• It was commissioned incorrectly;

• The wrong product was selected;

• It is incompatible with the property;

• It is incompatible with the existing heating system;

• The wrong flue or accessory was selected;

• The system was not properly cleaned or flushed;

• Manufacturer instructions were not followed;

• Water-quality requirements were not followed;

• System-pressure requirements were not followed;

• Existing pipework or wiring caused the problem;

• The product was damaged during installation;

• The product was operated outside the manufacturer’s specifications.

Nothing in this section removes Boiler Lines’ responsibility for goods that were faulty when supplied.

25. Non-Fault Inspection Costs

Where a product is returned or inspected as allegedly faulty but is subsequently found not to be faulty, and the problem was caused by:

• Incorrect installation;

• Incorrect commissioning;

• Misuse;

• Accidental damage;

• Incompatibility;

• Existing pipework;

• Existing wiring;

• System contamination;

• External controls;

• Another cause unrelated to the supplied product,

we may charge reasonable costs for:

• Collection;

• Inspection;

• Engineer attendance;

• Testing;

• Storage;

• Redelivery.

Any proposed charge will be reasonable and will be communicated where practicable.

No such charge will be imposed where it would unlawfully restrict your statutory rights.

26. Manufacturer Warranties

Some products include a manufacturer’s warranty.

Warranty duration and conditions vary between products and manufacturers.

Customers may be responsible for:

• Registering the warranty;

• Using a suitably qualified installer;

• Retaining installation and commissioning records;

• Completing annual servicing;

• Retaining service records;

• Following manufacturer instructions;

• Using approved components and accessories.

Failure to comply with manufacturer warranty requirements may affect the manufacturer’s warranty coverage.

A manufacturer’s warranty is separate from and does not replace your statutory consumer rights against Boiler Lines.

27. Refund Amount

Where a valid refund is due, it will normally include:

• The price paid for the returned goods;

• The cost of our least expensive standard delivery option for the original order, where required by law.

If you selected a more expensive service, including priority, express, timed or enhanced delivery, we will not normally refund the additional amount above the cost of standard delivery.

Promotional discounts and voucher codes do not have a separate cash value.

The refund will be based on the amount actually paid for the returned product.

28. Refund Deductions

We may make a reasonable deduction from a change-of-mind refund where the value of the goods has been reduced by handling beyond what was necessary.

A deduction may be made where:

• The product has been installed or partially installed;

• The product has been connected;

• The product has been used or commissioned;

• The product has been damaged while in your possession;

• Parts or accessories are missing;

• Documentation is missing;

• Serial-number labels are missing or damaged;

• The packaging has been unnecessarily damaged;

• The product was inadequately packaged for return;

• The product cannot be resold as new due to excessive handling.

Deductions will reflect the actual loss in value and will not be used as an automatic administration or restocking fee.

No deduction will be made for:

• A fault that existed when the product was supplied;

• Damage occurring during the original delivery;

• An incorrect product supplied by Boiler Lines;

• Handling that was reasonably necessary to inspect the product.

29. Refund Timescale

Where an order is cancelled before dispatch, we will process the refund without undue delay and normally within 14 days after being informed of the cancellation.

Where goods have already been delivered, we may withhold the refund until:

• The goods have been received back; or

• You provide satisfactory evidence that the goods have been returned,

whichever occurs first.

Once the applicable condition has been met, the refund will be processed without undue delay and no later than 14 days afterward.

30. Refund Method

Refunds will normally be made using the same payment method used for the original transaction, unless another method has been expressly agreed.

Payments may have been made through:

• Shopify Payments;

• Klarna;

• An associated card provider, bank or financial institution.

Where an order was paid through Klarna, the refund will be processed through the Klarna transaction.

Klarna will update the customer’s payment plan or account according to its own processing procedures.

The time taken for a completed refund to appear in your account may depend on Shopify Payments, Klarna, your bank or card provider.

Boiler Lines is not responsible for additional processing time caused solely by a payment provider after the refund has been correctly submitted.

31. Promotional Discounts

Where a product was purchased using:

• A promotional code;

• A voucher;

• A bundle discount;

• A sale discount;

• Another special offer,

the refund will be based on the amount actually paid for that product.

If only part of an order is returned, a discount applied across the full order may be recalculated based on the products retained and returned.

Unless stated otherwise in the relevant promotion terms, a used discount or voucher code will not automatically be reissued after cancellation or return.

32. Business and Trade Customers

The statutory cancellation rights described in this policy apply principally to consumers purchasing goods wholly or mainly for personal use.

They may not apply in the same way to:

• Limited companies;

• Partnerships;

• Sole traders purchasing mainly for business use;

• Heating engineers;

• Installers;

• Landlords purchasing as part of a business activity;

• Property developers;

• Trade-account customers;

• Other business purchasers.

Returns from business and trade customers must be authorised by Boiler Lines in advance and may be governed by separate trade or business terms.

Nothing in this policy limits rights that cannot lawfully be excluded.

33. Complaints

If you are dissatisfied with a cancellation, return, refund or faulty-product decision, contact:

info@boilerlines.co.uk

Please include:

• Your full name;

• Your order number;

• Details of the issue;

• The outcome you are requesting;

• Relevant photographs, documents or other evidence.

We will review the complaint and aim to provide a clear response within a reasonable period.

34. Contact Us

To cancel an order, request a return, arrange collection or report a faulty, damaged or incorrectly supplied product, contact:

DYS FORTEX LTD trading as Boiler Lines

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

Returns address: Do not return products without prior written authorisation. The approved return address or collection instructions will be provided after your request has been reviewed.

35. Changes to This Policy

We may update this policy to reflect:

• Changes to our delivery arrangements;

• Changes to our returns process;

• Changes to payment providers;

• Changes to our products;

• Changes to applicable law;

• Changes to our business operations.

The latest version will be published on boilerlines.co.uk and the “Last updated” date will be amended.