1. Introduction

This policy explains how returns, cancellations, and refunds are handled for biomass boilers, heat pumps, and related renewable energy products purchased through azre.co.uk.

It is written in accordance with:

•            The Consumer Rights Act 2015

•            The Consumer Contracts Regulations 2013

•            Applicable UK consumer protection legislation

Nothing in this policy affects your statutory rights.

2. Your Right to Cancel (Consumer Contracts Regulations 2013)

2.1 Standard Right to Cancel

For most products purchased online, you have the right to cancel your order within 14 days of receiving the goods (“cooling‑off period”).

To exercise this right, you must notify us in writing:

Email: info@azre.co.uk

2.2 Exclusions to the Right to Cancel

Under UK law, the right to cancel does not apply to:

•            Goods made to your specifications or clearly personalised

•            Special‑order or imported items purchased specifically for you

•            Goods that become mixed inseparably with other items after delivery

•            Goods that have been installed

•            Goods that have been used, unsealed, or damaged after delivery

•            Goods not returned in their original packaging

Biomass boilers and heat pumps are often special‑order, imported, or heavy‑goods items, meaning cancellation rights may be limited once procurement or customs processes begin.

We will always inform you before purchase if your item is considered a special‑order or non‑returnable item.

3. Returns

3.1 Conditions for Return

If your item is eligible for return:

•            It must be unused

•            It must be in its original packaging

•            It must be in resalable condition

•            You must return it within 14 days of notifying us

3.2 Return Shipping

For heavy‑goods items such as biomass boilers and heat pumps:

•            Returns require palletised transport

•            Specialist handling may be required

•            Return shipping costs are the responsibility of the customer, unless the item is faulty

We can arrange return transport on your behalf; costs will be deducted from your refund.

4. Faulty or Damaged Goods (Consumer Rights Act 2015)

4.1 Faults Reported Within 30 Days

If your item is faulty, damaged, or not as described:

•            You are entitled to a full refund, repair, or replacement

•            You must notify us within 30 days of delivery

4.2 Faults Reported After 30 Days

After 30 days, you are entitled to:

•            A repair or replacement under the 3‑year manufacturer warranty

•            Support from AZRE for diagnosis, replacement parts, and labour

4.3 Damage in Transit

You must inspect the goods upon delivery and report any visible damage within 48 hours.

This is required so we can submit claims to the carrier.

5. Refunds

5.1 Refund Processing

Refunds are issued:

•            To the original payment method

•            Within 14 days of receiving the returned item

•            After inspection confirms the item is in an acceptable condition

5.2 Deductions

We may deduct an amount from your refund if:

•            The product has been handled beyond what is necessary to inspect it

•            Packaging is missing or damaged

•            Return transport costs apply

•            Customs or import fees have already been incurred

5.3 Delivery Charges

If you cancel within the statutory cooling‑off period:

•            Standard delivery charges are refundable

•            Premium delivery services (e.g., timed delivery) are not refundable

6. Cancellations Before Dispatch

6.1 Standard Orders

If your order has not yet been dispatched, you may cancel it immediately for a full refund.

6.2 Special‑Order or Imported Items

If procurement, manufacturing, or customs processes have already begun:

•            Cancellation may not be possible, or

•            Costs already incurred (e.g., customs fees, freight charges) may be deducted from your refund

We will always inform you of any such costs before proceeding.

7. Customs and Import Fees

Where AZRE organises customs clearance:

•            All duties, taxes, and import charges are payable by AZ Renewable Energy Ltd

•            These fees may be charged separately in certain circumstances. The customer will be notified in advance if this is the case

These fees are non‑refundable once incurred

This complies with UK consumer law regarding non‑recoverable third‑party charges.

8. Installation Service Cancellations

8.1 Cancellation by Customer

•            More than 48 hours before the appointment: full refund

•            Less than 48 hours: a cancellation fee may apply

8.2 Failed Installation

If the installer attends but cannot proceed due to:

•            Inaccurate site information

•            Unsafe working conditions

•            Missing or inaccessible equipment

A call‑out fee may apply.

9. How to Contact Us

For cancellations, returns, or refund enquiries:

Email: info@azre.co.uk

Phone: +44 020 3432 1809

Address: Office 8561 321-323 High Road, Chadwell Heath, Essex, RM6 6AX