Return Policy
- Return Policy
Clear Guidelines for Returns and Replacements to Ensure Your Satisfaction.
FWT Energy is committed to providing high-quality products and services to meet your energy needs. Please review our return policy below, which outlines the guidelines for returning or replacing components used in our installations.
1. 14-Day Cooling-Off Period and Deposit Refund
Customers have a 14-day cooling-off period starting from the date they sign the contract with FWT Energy. During this period:
- Cancellation and Deposit Refund: You may cancel the contract for any reason and request a full refund of your deposit within this 14-day window, provided that installation work has not commenced.
- Express Start: If you request an express start to begin work during the cooling-off period, you agree to waive your right to a full refund of the deposit.
This cooling-off period provides a safety net for customers to reconsider their purchase without penalty, as long as no installation work has begun.
2. No Returns on Installed Products
As our services involve the installation of energy solutions rather than the sale of standalone products, all components installed as part of our services are considered final sales. Once installation is completed, returns are not accepted for any installed products.
3. Defective Products and Warranty Coverage
If a product or component installed by FWT Energy is found to be defective, please reach out to our support team immediately. Our team will review the issue, and if the product defect falls within the scope of our warranty terms, we will schedule a replacement or repair at no additional cost.
- Warranty Scope: Warranties apply only to products directly installed by FWT Energy and do not cover damage caused by improper use, unauthorized modifications, or third-party interventions.
4. Maintenance and Post-Installation Services
To ensure ongoing performance and to prevent issues, we encourage customers to consider an FWT maintenance package, which provides regular check-ups, adjustments, and minor repairs. Our maintenance package helps avoid future repair costs that are not covered under our return policy.
- Customer Responsibility: Issues arising from installations without an FWT maintenance package are considered the customer’s responsibility and are not covered under our return or replacement services.
5. Planning and Structural Compliance
Customers are responsible for ensuring that all planning and structural requirements are met prior to installation. FWT Energy cannot accept returns or provide refunds for installations that cannot proceed due to non-compliance with planning or building regulations.
- Customer Obligations: In cases where additional requirements, such as green deal assessments or planning permissions, are necessary, these are the customer’s responsibility.
6. Contacting Support for Assistance
If you believe an installed product is defective or if you require support with an issue, please contact our support team at contact@fwtenergy.co.uk. We’re dedicated to assisting you and ensuring your installation continues to perform optimally.
Our Commitment to You
FWT Energy is dedicated to providing transparent and customer-friendly policies. We aim to clarify all terms upfront to help you make informed decisions. For any questions or concerns about our return policy, please reach out to us directly.