Agadon Heat & Design

Terms of Use

Agadon Website Terms of use.

Agadon believe in 100% customer satisfaction. Should you feel your experience does not meet this please contact our customer services where we will assist you with your problem. Your statutory rights will not be affected.

How to use our website

To purchase any of our products, just browse through our website and when you find the item you require just click the add to cart button. Any special offers will be auto discounted as you make your selection. When you select an item you will be show the shopping cart. In the shopping cart you can adjust the quantity purchased or select to continue shopping. When you have finished selecting just click to finish and pay where you will then input all your detail.

We accept all major credit cards and Paypal.

A confirmation and attached invoice receipt will be sent to the email address you provide us with. This invoice is also your VAT receipt. Your details are only used for our use and will not be passed to any 3rd parties.

We do our best to ensure that details are correct on the site. We cannot be held responsible for any problems that happen as a result of wrong information.

Shipping And Handling

Standard shipping

The following shipping rates apply based on order value.

£0-£100 £5

over £100  free

2 man delivery service

We offer a 2 man service to England and Wales. This can be selected in the checkout. Some of our radiators are very heavy and this service is recommended if you are unable to help a standard delivery driver.

Delivery by pallet

It can happen that an order will weigh too much for standard delivery or for 2 man service. In this case we will send on a pallet. The driver will be able to use a pallet truck and tail lift to unload. Please be aware if you have a gravel drive the pallet truck will not be able to run over it and delivery will be to the entrance of the drive.

Problems with delivery

Agadon advise against booking any plumbers, builders or electricians until you are in receipt of your items and until they have been checked. Agadon cannot be held liable in any way for any plumbers, builders or electricians costs or compensation. We cannot compensate in any way for costs incurred for time off work in the unlikely event an item(s) does not arrive on the expected delivery date due to reasons beyond our control. All items are despatched through independent couriers and require a signature upon receipt. Should there be no one available to sign, a card will be left with a telephone number of your local depot who can be contacted to arrange a redelivery to your address at a mutually agreeable date.

Please inspect goods for transit damage and notify us of any problems within 3 workings days of receipt of items. Agadon can not be held responsible for damages or missing items reported after this time.

VAT charges

All prices displayed on our website include VAT at the new rate of 20%.

Our VAT registration number is 908 7076 06.

A VAT receipt is emailed with order conformation.

Credit Card Security

At Agadon we accept all major credit cards via Sage pay and Paypal. These both use encrypted sites to keep your details safe. We are not able to see your payment details, these are help safe by the 3rd parties.

Guarantee

Agadon offer a 10 year guarantee on all of its radiators.

There are the following conditions.

Radiators must be professionally fitted.

They must be maintained according to the instructions.

This will involve use of inhibitor to prevent rusting of the system. If a leak occurs a sample of the water from the radiator may be tested before a claim is paid.

In the event of a claim please contact Agadon on 0845 618 1913

The guarantee is applicable for the purchaser ONLY and is non transferable.

The Guarantee does not cover the water connections or the seals on the radiator. It covers the welded parts and finish only.

Contact details

Phone 0845 618 1913 / 01530 564122

By Post Unit G1 Ivanhoe Business Park, Ashby de la Zouch, Leicester LE65 2UY

Returns

To return goods you have the right to cancel within 7 working days from the day after receiving the goods by contacting us via letter, email or telephone

Address Unit G1, Ivanhoe Business Park, Smisby road, Ashby De La Zouch, Leicestershire LE65 2UY,  Email sales@agadon.co.uk , phone 0845 618 1913

Any unwanted returned items, unless otherwise agreed, will have to be shipped back to us within 28 days from day after goods were received by you for a refund . Alternatively if we are to collect the goods we will have to charge on the courier costs. Refunds will be processed within 28 days after the goods have been received back. Please see the sale of goods act 2000 for more details.

Returned unwanted items must not have been fitted and must be in their original packaging.

Cancellation and Returns Policy for 'Made to Order' products.

A special order product by size or colour is non returnable unless proved to be faulty. These products are made to order and your specification and as such cannot be sold to another customer. It must also be show that goods were installed by a qualified professional otherwise any fault could be dismissed due to bad installation. Glass fronted radiators are a bespoke item as the glass for the front of the radiator is made to the customers spec or choice of picture or colour. As such these are also not returnable.

COMPLAINTS POLICY

Agadon welcomes and encourages feedback of all kinds from our customers.  If you have a Complaint about our [goods] AND/OR [services], our customer service, or about our employees, not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.

 It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:

A/To provide a clear and fair procedure for any customers who wish to make a Complaint about Agadon, our [goods] AND/OR [services], our customer service, or about our employees.

B/To ensure that everyone working for or with Agadon knows how to handle Complaints made by our customers

C/To ensure that all Complaints are handled equally and in a fair and timely fashion

D/To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again

What this Complaints Policy Covers

This Complaints Policy applies to [the sale of goods] by Agadon, to our customer service and to our employees 

Complaints may relate to any of our activities and may include (but not be limited to): 

A/The quality of customer service you have received from Agadon

B/The behaviour and/or professional competence of our employees 

C/Delays, defects or other problems associated with the sale of goods by Agadon

The following are not considered to be Complaints and should therefore be directed to the appropriate person or department

A/General questions about our goods 

B/Returns of damaged, faulty, incorrect or unwanted goods for exchange or refund in accordance with my OR our Sale of Goods Terms and Conditions where there is no further complaint

C/Matters concerning contractual or other legal disputes

D/4 Formal requests for the disclosure of information, for example, under the Data Protection Act

Making a Complaint

All Complaints, whether they concern our goods, our customer service, or our employees, should be made in one of the following ways

A/In writing, addressed to Complaints Manager at Unit G1 Tom Bill Way, Ashby de la Zouch, Leicester LE65 2UY

B/By email, addressed to Complaints Manager at sales@agadon.co.uk

C/By contacting us by telephone on 01530 564122

When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible

A/Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled)

B/If you are making a Complaint about a particular transaction, the  reference number, e.g. order number, invoice number etc

C/If you making a Complaint about a particular employee of ours, the name and, where appropriate, position of that employee 

D/Further details of your Complaint including, as appropriate, all times, dates, events, and people involved

E/Details of any documents or other evidence you wish to rely on in support of your Complaint

F/Details of what you would like Agadon to do to resolve your Complaint and to put things right.  (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.) 

How We Handle Your Complaint

Agadon operates a two-stage complaints handling procedure.  Following our Complaints Procedure, our aim is to always resolve Complaints to your satisfaction at Level One without further recourse to Level Two.  If you are not satisfied at the end of Level One, you may escalate your Complaint to Level Two.  

Level One

A/Upon receipt of your Complaint, the Complaints Manager will log the Complaint in our Complaints Log. and will acknowledge receipt of it in writing within 7 working days.

B/When we acknowledge receipt of your Complaint we will also provide details of your Level One Complaint Handler.  This may be the manager to whom your original Complaint was directed or your Complaint may be referred to another appropriate member of our team

C/If your Complaint relates to a specific employee, that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. Any communication between you and the employee in question should take place only via the Level One Complaint Handler and we respectfully ask that you do not contact the employee in question directly concerning the Complaint while we are working to resolve it.

D/If we require any further information or evidence from you, the Level One Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence, we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint.

E/We aim to resolve Level One Complaints within 10 working days, however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

F/At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result.  You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two

Level Two

If you are not satisfied with the resolution of your complaint at Level One, you may request that the Complaint be escalated to Level Two within 7 working days., where your Complaint will be handled by a manager.

Escalation requests, quoting your original Complaint Reference, should be directed to your Level One Complaint Handler who will forward the request to an appropriate Level Two Complaint Handler.  Receipt of escalation requests will be acknowledged in writing within 7 working days..  When we acknowledge receipt of your escalation request we will also provide details of your Level Two Complaint Handler

If your Complaint relates to a specific employee [agent] [subcontractor], that person will be informed of your Level Two Complaint and given a further opportunity to respond.  Any communication between you and the employee in question should take place only via the Level Two Complaint Handler and we respectfully ask that you do not contact the employee in question directly concerning the Complaint while we are working to resolve it

If we require any further information or evidence from you, the Level Two Complaint Handler will contact you as quickly as is reasonably possible to ask for it.  We ask that you use reasonable efforts to supply any such information or evidence to us quickly in order to avoid delaying the complaints handling process.  If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint

We aim to resolve Level Two Complaints within 10 working days., however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it.

Confidentiality and Data Protection

All Complaints and information relating thereto are treated with the utmost confidence.  Such information will only be shared with those employees of Agadon who need to know in order to handle your Complaint

We may ask for your permission to use details of your Complaint (with your personal details removed) for internal training and quality improvement purposes.  If you have given such permission, you may revoke it at any time by contacting the Complaints Manager

All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act

Questions and Further Information

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact Complaints Manager  by post at Unit G1 Tom Bill Way, Ashby de la Zouch, Leicestershire LE65 2UY, by telephone on 01530 564122 or by email at sales@agadon.co.uk