FAQs

Pricing

I can get this item cheaper online; can you match the price?: We are happy to review any competitor’s price that you approach us with. Whilst a price match may not always be possible, we will strive to ensure that you can receive our exceptional products at a price that suits you!
Can I get a discount for purchasing multiple cylinders?: We offer 20% off a 2nd cylinder as standard when shipped on the same pallet to the same address. For further discounts for larger bulk purchasing, please contact us via email or by the form submission on the bespoke enquiries page.
Is shipping included in the price?: Standard economy 3–4-day shipping is included in the price of all our heat pump cylinders, with discounts available as standard for taking a 2nd cylinder on the same pallet. Additional faster shipping options are available in limited quantities per day.
Can I set up a credit account?: We are currently underway in reviewing ways to offer credit accounts and premium paid accounts with additional discount but regret that this is currently not available at present.

Production

How quickly can I get a cylinder shipped out?: Most of our cylinders can be shipped out and delivered to you within a matter of days, but we offer quicker services such as next day delivery or even a same day collection if very urgent for additional costs.
What is the lead time on a bespoke cylinder?: This typically depends on what design you are looking for and the existing order book with the manufacturer. Minor changes such as the addition of another tapping or a stat pocket can be carried out in almost standard lead times, but bespoke calorifiers may take several weeks, depending on requirements.

Payments and Invoices

I want to use a 3-port valve instead of a 2-port valve, is this possible?: If you do not wish to use the 2-port valves that come provided as standard with our heat pump cylinders, a full diverter 3-port valve is a suitable alternative, provided it is installed as per our installation manual, with the normally closed “A” connection connected to the cylinder coil. This is to ensure a complete cut-off from the heat source when not in use, to enable the installation to comply with building regulations. Please note that mid-position 3-port valves are not suitable for use with a hot water cylinder for the same reason.
Do you recommend a water softener?: We recommend a water softener in any hard water areas with chloride concentrations above 300ppm. This is essential to receiving a full 25-year manufacturer’s warranty.
How do I register my cylinder warranty?: Although our jotform is provided here at this link, you are not required to register with us for your warranty to be maintained. Each cylinder installation manual comes provided with a benchmark logbook and commissioning checklist at the back. This checklist and annual servicing record is essential to us maintaining your warranty and must be filled out in addition to any online registration.
I need to make a physical change to my cylinder to complete the install, will it affect my warranty?: If you are having trouble with any parts of the installation, such as making a tight connection to the unit, please contact us, and we will be happy to advise on the best way to proceed, but most alterations to our cylinders will not affect the manufacturer’s warranty.
Do you have support engineers for site assistance?: We are not a manufacturer, and so regrettably do not employ any engineers for on-site assistance, reinstallation, or repairs.
I’m new to heat pump installations, can you help?: Whilst we do our best to ensure our selection of installation manuals are comprehensive and contain useful information for the commissioning and continued performance of your hot water cylinder, we do not offer any accreditation schemes for G3 building regulations, or training for heat pump installations. Both should be sourced from relevant local training authorities, and both are required for the installation of an unvented hot water system.

Returns

The cylinder I’ve bought isn’t right for me (too big, too small, wrong model), can I return it?

If you have ordered the wrong cylinder, we will do our best to try and accommodate any requests for returns. If you suspect that the reason for return may be the fault of the manufacturer, please let us know at the initial point of contact. We will only consider major aesthetic defects as valid reason for return.

In the case of any bespoke models, return of the unit to us for credit will not be possible.

On return request, we will organise collection, and refund 40% of your original invoice as credit, with a further 40% to be returned upon inspection at the factory, for return of full unvented kit, and the cylinder in a resaleable condition. We retain the right for 20% of your invoice to act as a permanent restocking fee with the manufacturer.

How do I return a faulty cylinder?

If you suspect there may be a fault with your cylinder, such as a leak, please contact the original installer of the cylinder, and double check all connections for tightness before contacting us. We generally implement a £300 restocking and testing deposit, to enable us to ship out a like-for-like cylinder and collect the original unit. You will be provided a test report from the cylinder, and if it is found to be faulty, you will have the restocking and testing deposit re-credited back to your bank account, and any other reasonable costs you have incurred will be considered for reimbursement.