Frequently asked questions

Here at Direct Heating Supplies we want your experience with us to be exceptional which is why we have come up with a list of the most commonly asked questions. 

No, we do not have a trade counter or showroom. We are an online retailer which allows us to keep our prices low and pass our savings onto our customers.

Every product we sell on our website is a brand new, official item that has been produced by the manufacturer. At Direct Heating Supplies we only deal in regulation parts, so you don’t need to worry about receiving cheap knockoffs.

We always try to help our customers where possible but if you are looking for technical advice specific to your home, we recommend speaking with a qualified trades person.  

At Direct Heating Supplies we only provide the product so therefore are unable to help with any installation. 

If you are looking for a Gas Safe registered engineer, you can use their website to find a registered engineer near you. 

On each individual product we always list as much information as possible. If when looking for at our products you are unable to find the information required, please use our online chat and a member of the team will do their best to help. 

If you are looking for general information on a type of product you can use our guides to help you. 

We always offer our best prices so are unable to offer discounts (including NHS / Blue light cards) or price match on our products.

We try and state our most accurate delivery times on the individual product pages to give you the most up to date information. We offer free delivery on orders over £100 ex VAT but are unable to offer same day delivery or date selected delivery. If you have purchased your order using a debit or credit card we are able to offer collection on some of our products. Unfortunately we are unable to offer collection on any orders which have been paid for via PayPal. If you wish to collect your order, please use our contact us form before ordering and we will advise the best way to do this.

We accept payment via most major credit cards and PayPal. When using our payment options, you are only able to pay with one card and we are unable to offer finance. 

We are currently unable to offer pro-forma invoices, or any trade account options.  

We always strive to uphold the highest of standards. For this reason, there may be occasions where our team will need further information from you before we can process your order. This is to help us complete our fraud checks. Any information received is checked and then removed from our systems.

We try to keep our customers in the loop at all points of the delivery process.Once we have a delivery slot allocated for your order, we will send you an email with all the details on. We deliver Monday to Friday, 8am to 5pm.

If you have ordered the wrong item, please contact us at the earliest opportunity. If the item has not yet been dispatched, we can look into getting you the correct item.  

If your item has already been dispatched, it is normally a simple matter of returning the item to us. Upon satisfactory inspection of the item, we can then arrange for a refund, and you can order your correct item. Please note that all items must be returned in exactly the same condition as originally sold. 

If you need to return an item you can do so within 14 working days, however we recommend you contact us in the first instance just to double check the process involved. 

Upon receipt of your order, you should immediately check the description on the packaging and paperwork matches what you have ordered. If you suspect the goods received to be incorrect or not matching your order or paperwork, please contact us immediately. In the event of a wrong or damaged item being sent out we will arrange for a collection and will look to re-deliver. 

If the item was purchased in error or you simply want to return it, you can do so within 14 working days as long as the item is returned at your own cost in exactly the same condition as it was sold to you. 

We insist no packaging on any heating appliance is opened, or goods removed from packaging until a qualified heating engineer has confirmed suitability, accuracy and specification is correct for installation. This measure ensures if for any reason you need to return an appliance, you are ensuring the goods are coming back in an unused and suitable condition. We cannot accept returned appliances with open, damaged, or defaced packaging or parts or accessories missing. 

Installation should only take place once a qualified heating engineer is satisfied that the appliance is correct, fit for purpose and undamaged. If it is discovered that goods are damaged, please do not attempt installation and contact us immediately. 

Please retain all packaging from your consignment during and after your installation. If for any reason goods maybe faulty or need to be returned, we must receive goods back with all original packaging, contents & accessories in good condition with due care made to package to a standard in which the goods were received. 

Full and up to date returns information can be found on our returns page.