How to Purchase
Browse our store and add the items you wish to buy to your shopping cart. When you’ve finished your selection, click Checkout and enter the required details so we can complete your order. By proceeding, you confirm that you have reviewed our Power Sizing Guidelines and have accurately specified the panel types and quantities required. If you are unsure, please contact us for expert advice before purchasing.
Important Notice
Our online calculator provides an estimate only and may not account for all factors affecting heating performance. Achieving optimal results may require a detailed assessment of your space and a tailored heating strategy. Our team will offer advice to the best of their ability; however, The Infra Red Heater Company and its employees cannot be held liable if purchased products do not meet your expectations.
Energy Efficiency & Comfort Control
To achieve energy savings and maintain comfort, use your heaters with the correct thermostat or control device. We strongly recommend purchasing suitable control devices with your order. Recommended options are listed with each product.
Payments
We accept Visa, MasterCard, PayPal, and most major credit cards. If you are shopping from outside the UK, your card provider will convert the payment to your local currency. If you prefer not to pay online, you may provide card details by phone, fax, or post.
Order Corrections & Confirmation
If you make a mistake and cannot correct it in your cart, contact us and we will amend it for you. Once you receive confirmation, it means we have received your order. If there is a price change, we will contact you before finalising the transaction. If an item is out of stock, we will notify you of the expected delivery date.
Third-Party Products
When purchasing from The Infra Red Heater Company website, you acknowledge that we are not responsible for, and cannot be held liable for, products or service commitments made by third parties when those items are not purchased directly from us.
Delivery & Handling
Free UK Mainland Delivery
We offer free delivery to the UK mainland, including Wales and Scotland, but EXCLUDING:
- The Scottish Highlands
- Northern Ireland
- The Scottish Islands
- The Channel Islands
- The Isle of Man
Additional shipping charges may apply for deliveries outside the free delivery area. If you’re unsure, please call us before purchasing.
Delivery Times
Orders placed before 10:00 AM (8:00 AM on Mondays) are usually dispatched for next-day delivery (excluding weekends). Orders placed after the cut-off time will typically take 2 working days. Delivery times depend on stock availability.
Third-Party Couriers
Deliveries are handled by third-party couriers (usually APC or DHL). The Infra Red Heater Company cannot be held responsible for delays caused by courier issues, extreme weather, or industrial action.
Address Accuracy
Please ensure your delivery address is correct. If incorrect details are provided, you are responsible for recovering the goods. We will not send replacements or issue refunds if goods cannot be recovered.
Late or Missing Deliveries
If your order has not arrived by the expected date, you must notify us within 3 days so we can investigate. If you do not contact us within this time, we cannot guarantee that a replacement will be sent.
Dispatch Notification
You will receive a confirmation email once your order has been packed and received by the courier. This email includes tracking information and an estimated delivery time slot. While dispatch normally indicates next-day delivery, rare delays can occur.
Damaged Goods on Arrival
All goods are checked before leaving our warehouse. We do not dispatch items that appear damaged. On delivery:
- Inspect the outer packaging before signing.
- If there is visible damage, sign "AS DAMAGED" and contact us within 24 hours at 01204588454.
- Note: External box damage does not always mean the product is damaged.
Infrared heating panels (especially glass and mirror models) are fragile. Please handle with care.
After Delivery
Unpack and inspect all goods within 24 hours of delivery. Report any visible damage immediately. Failure to do so may affect your warranty. All deliveries require a signature; proof of delivery from the courier is sufficient evidence that goods have been received.
Tax Charges
Orders from the UK or the European Union will have 20% VAT added. All other orders are VAT-free.
If you have any questions about delivery, dispatch, or returns, please contact our customer service team on 01204588454 or info@infraredcompany.com.
Your Rights
Back Orders
If your item is not in stock, we will place it on back order and arrange delivery as soon as it becomes available. The timing will depend on the manufacturer’s production and shipping schedule. You will always receive an email giving you the option to cancel your order if you would prefer not to wait.
Returns Policy
Your rights to return goods are protected under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
From the day you receive your goods, you have a 14-day trial period to notify us if you wish to return any products. After notifying us, you have an additional 14 days to return the item.
If you are returning products that are in good working order (e.g. due to ordering by mistake, changing your mind, or finding the product unsuitable), all items must be:
- Unused and in the same condition as received
- Complete with all original packaging and fixings
- Uninstalled and unaltered in any way
If the returned goods do not meet these conditions, we reserve the right to reduce your refund according to the loss in value.
If a product is returned within the 14-day trial period due to a suspected internal or electrical fault, we will first guide you through a troubleshooting process. If the issue cannot be resolved, we will collect the heater at our cost for inspection. Following inspection, we will either refund or replace the product according to your preference.
You are responsible for the cost and risk of loss or damage when returning goods. We strongly recommend using insured postage. If the item to be replaced is discontinued or out of stock, we can only offer an alternative model or store credit within the warranty period.
Cancellation
For standard stock items (excluding special orders), you may cancel your order at any time before delivery and receive a full refund, including delivery charges. To cancel, contact us by email or phone and quote your order number.
Specification
If you request advice on the suitability of a product, it will be given in good faith and to the best of our ability. However, such advice is provided on the express condition that the Company is not liable for any failure in performance resulting directly or indirectly from that advice.
Warranty
The warranty period begins on the day of the order. The length of the warranty is stated on each product’s specification sheet. If you have any questions, please contact our customer service team.
If a material defect arises after the 14-day trial period, and you notify us in accordance with our warranty terms, you may return the goods at your own expense and risk. We will repair or replace any goods we accept as defective. Returned goods must be packaged appropriately and clearly labelled with the sender’s details, order number, and condition.
The warranty does not cover goods that have been damaged in transit, altered, misused, tampered with, or installed incorrectly. If, after testing, we determine that the goods are not faulty, they will be returned to you at your expense.
Our liability under the warranty is limited to the repair or replacement of the goods. We are not responsible for installation, removal, or inspection costs incurred by you or a third party. The warranty applies only to defects that arise before any modification or alteration to the goods and while they are properly stored or used. It does not cover defects caused by abnormal wear, improper use, supply voltage exceeding the stated limit, or careless handling.
Data Protection
When you place an order on our website, all payment details — including credit card numbers — are entered directly on the secure pages of our payment gateway providers (Shopify or PayPal).
We do not capture, store, or process any credit card or payment information ourselves.
All payment data is encrypted and transmitted securely.
Reaching Us
If you need to contact us, you can:
You can also use the contact link provided on our store page.
Privacy Policy
We do not store your personal information in any database, nor do we share your information with third parties, advertisers, or marketing agencies.
