Air Source Heat Pump Water Heaters from Flexiheat UK
Call our team 01202 822221

Delivery

Delivery Information

At Air Source Heat Pump Water Heaters, operated by Flexiheat UK Limited, we supply air source heat pump water heaters, heat pump cylinders and associated equipment throughout mainland England, Scotland and Wales.

Because our heat pump water heaters are substantial pieces of equipment, deliveries are normally made on pallets using specialist haulage companies. Please read the following delivery information carefully before placing your order.

Delivery Areas

Our standard delivery service covers:

  • Mainland England
  • Mainland Scotland
  • Mainland Wales

Delivery to locations outside our standard mainland delivery area will normally be supplied on an ex-works basis, unless alternative arrangements have been specifically agreed with us.

For locations such as:

  • Scottish outlying islands
  • Isle of Man
  • Other UK islands, such as Jersey or Guernsey, or remote locations

We can arrange transport to an appropriate mainland port or collection point. The customer would then be responsible for arranging onwards transportation, unless we agree otherwise.

For deliveries outside the United Kingdom, products will normally be supplied ex-works, with the customer responsible for arranging collection and international transportation.

If your delivery address is outside mainland England, Scotland or Wales, please contact us before ordering so that we can discuss the most appropriate delivery arrangement.

Delivery Charges

Delivery is normally charged separately from the product price.

The delivery cost will depend on factors including:

  • Delivery location
  • Size and weight of the equipment
  • Number of units
  • Type of vehicle required
  • Any special offloading requirements
  • Additional delivery services requested

The applicable delivery charge will be confirmed as part of your quotation or order.

If additional services are required, such as a vehicle equipped with a tail lift, these must be requested before delivery and will normally incur an additional charge.

Delivery Lead Times

Delivery lead times are confirmed individually for each order and depend upon our stock position and product availability at the time the order is placed.

We will provide an estimated delivery period as part of your quotation or order confirmation.

Lead times may vary depending on:

  • Current stock availability
  • Product model
  • Quantity ordered
  • Incoming stock deliveries
  • Delivery location
  • Haulage availability

Where an installation date is important, please advise us when requesting a quotation.

We strongly recommend that customers do not book installers or make fixed installation arrangements until the equipment has been delivered and inspected.

Palletised Delivery

Air source heat pump water heaters and heat pump cylinders are large and heavy products.

Units will normally be securely packaged and delivered on a pallet using one of our appointed haulage companies.

Customers should ensure that there is suitable vehicle access to the delivery location before placing an order.

Please advise us in advance if there are any access restrictions, including:

  • Narrow roads
  • Restricted vehicle access
  • Low bridges or height restrictions
  • Weight restrictions
  • Building-site restrictions
  • Difficult or unsuitable unloading areas
  • Remote properties
  • Restricted delivery times

Providing this information before dispatch allows us to determine whether any alternative delivery arrangements are required.

Kerbside Delivery

Unless specifically agreed otherwise, our standard delivery service is kerbside delivery only.

This means the haulage company is responsible for transporting the equipment to the agreed delivery address, but offloading and moving the equipment from the delivery vehicle is the responsibility of the customer.

The customer must ensure that suitable arrangements are available to safely unload the equipment.

Depending on the size and weight of the unit, this may require suitable mechanical handling equipment or sufficient personnel.

The delivery driver should not be assumed to provide unloading equipment or assistance unless this has been specifically arranged in advance.

Tail Lift and Additional Delivery Requirements

If you require additional delivery facilities, such as a tail-lift vehicle, please advise us before your order is dispatched.

Additional delivery requirements may incur a surcharge.

Any special delivery arrangements must be agreed with Flexiheat UK Limited before dispatch.

Where a tail-lift or other unloading arrangement has been requested, customers must still ensure that the delivery location is suitable for the equipment and that arrangements are in place to move the product safely from the unloading point to its final location.

Moving the Unit Into the Property

Our standard delivery service does not include positioning the air source heat pump water heater inside a property or moving it to its final installation position.

Customers and installers should therefore consider in advance:

  • Product dimensions
  • Product weight
  • Door widths
  • Corridors
  • Steps
  • Stairs
  • Floor surfaces
  • Access routes
  • Lifting requirements

Please check the dimensions and weight of your chosen heat pump water heater before ordering to ensure that it can safely be moved to the proposed installation location.

Inspecting Your Delivery

All equipment must be inspected on arrival for signs of damage during transportation.

Please examine both the packaging and the equipment as carefully as reasonably possible when the delivery arrives.

Check for signs such as:

  • Crushed or damaged packaging
  • Impact damage
  • Dents
  • Scratches
  • Damaged panels or casing
  • Damaged pipe connections
  • Damaged controls or displays
  • Signs that the pallet or equipment has been mishandled

Where visible damage is present, please make a note of this with the delivery driver or on the carrier’s delivery documentation where possible.

We strongly recommend taking clear photographs of any damaged packaging before removing it, together with photographs of any damage found on the equipment.

Reporting Delivery Damage

Any damage identified following delivery must be reported to us within 48 hours of receipt.

Please contact:

Flexiheat UK Limited

Telephone: 01202 822221
Email: sales@flexiheatuk.com

When reporting transit damage, please provide where possible:

  • Your name
  • Order or invoice number
  • Product model
  • Delivery date
  • Description of the damage
  • Photographs of the outer packaging
  • Photographs of the pallet
  • Photographs clearly showing the damaged area

This information allows us to investigate the damage with the haulage company as quickly as possible.

The requirement to notify us promptly of delivery damage is intended to enable us to investigate transport damage and make any necessary claim against the carrier. It does not remove or restrict any statutory rights that may apply to a consumer purchase.

Do Not Install Damaged Equipment

If you believe that a unit has been damaged during transportation, do not install or commission the equipment before contacting us.

Installing, modifying or dismantling equipment that has already been identified as damaged may make it more difficult to establish the cause and extent of the damage.

Please contact us first so that we can advise you on the appropriate next steps.

Check Your Order Before Installation

Before installation begins, the customer and installer should check that:

  • The correct model has been supplied
  • The correct cylinder capacity has been supplied
  • The equipment matches the order
  • The unit has not been damaged in transit
  • Required accessories have been supplied
  • Pipe connections and fittings are undamaged
  • The unit is suitable for the intended installation location

If you believe that the incorrect equipment has been supplied, please contact us before installation.

Delivery Responsibility

Customers are responsible for ensuring that:

  • The delivery address provided is correct
  • Suitable vehicle access is available
  • Any access restrictions are disclosed before dispatch
  • Someone is available to receive the equipment where required
  • Suitable offloading arrangements are available
  • The equipment can be safely moved from the delivery point
  • The equipment is inspected on receipt
  • Any transit damage is reported within 48 hours

If you are unsure whether your delivery location requires special arrangements, please contact us before ordering.

Contact Us About Delivery

If you have any questions regarding delivery, lead times, access requirements, offloading or delivery outside mainland England, Scotland and Wales, please contact us:

Flexiheat UK Limited
Unit 49 Azura Close
Woolsbridge Industrial Estate
Three-Legged Cross
Dorset
BH21 6SZ
United Kingdom

Telephone: 01202 822221
Email: sales@flexiheatuk.com