Daxom UK Ltd – Terms & Conditions of Sale, Returns and Manufacturer Warranty

1. Scope and definitions

These Terms apply to sales of electric boilers, spare parts and related goods by Daxom UK Ltd (company number 12089989), 43 Scarlet Oaks, Camberley, Surrey GU15 1RD. Email admin@daxom.co.uk; telephone 01276 536409. A Consumer purchases wholly or mainly outside a trade or business; a Business Customer purchases for trade or business purposes. Consumer statutory rights take priority over any inconsistent term. The voluntary manufacturer’s warranty in sections 15–18 is additional to those rights. Product-specific manuals and any expressly issued written warranty certificate should also be read.

2. Product information, boiler selection and heat-loss calculations

Customers and their competent installers must check the current product specifications and obtain a suitable, site-specific assessment of building heat loss, radiator and system capacity, domestic hot-water demand, incoming electrical capacity and phase arrangements before ordering or installing a boiler. General product guidance, boiler-selection tools and energy-use illustrations are not substitutes for a site survey. Unless expressly agreed in writing, Daxom does not conduct or independently verify a property-specific heat-loss, boiler-sizing, hot-water demand or electrical-supply assessment. Where a customer or independent third party selects a boiler or supplies calculations or property information, Daxom is not responsible for inadequate performance or increased costs to the extent directly caused by inaccurate information, erroneous calculations, unsuitable selection or third-party installation. This does not exclude responsibility for inaccurate product descriptions, Daxom’s own negligent advice, or any purpose for which the customer reasonably relied on Daxom’s skill and judgement.

3. Orders and contract formation

An order placed through our website or otherwise is an offer to purchase. Acceptance occurs when Daxom expressly accepts the order or confirms dispatch; an automated receipt alone does not necessarily constitute acceptance. Availability and obvious errors will be explained before acceptance. If an unaccepted order has been paid, payment will be refunded promptly. Relevant prices, mandatory charges, delivery information, principal product characteristics and required cancellation information will be provided before a Consumer commits to purchase.

4. Prices, VAT and payment

The agreed price is that shown at checkout or in an accepted quotation. Applicable VAT and delivery charges will be displayed as required by law. Payment options include bank transfer and eligible card payments processed through PayPal. Dispatch normally follows cleared payment. Any exceptional payment arrangement must be agreed expressly in writing.

5. Delivery, pallet access and transit risk

Delivery estimates, including any advertised next-working-day service, depend on stock, cleared funds, carrier availability, destination and published ordering cut-offs unless a particular delivery date has been expressly agreed as binding. Boilers may arrive palletised by kerbside freight delivery; customers must arrange safe access, receipt and onward movement. Inform Daxom promptly of visible transit damage, but failure to meet a carrier’s preferred reporting deadline does not remove statutory rights. For Consumers, risk generally passes when the goods come into the possession of the Consumer or someone they nominate, other than a carrier arranged by Daxom. Consumer rights for delayed or failed delivery remain unaffected.

6. Installation, commissioning, system protection and access

Boilers must be installed and commissioned by appropriately competent tradespeople in accordance with the applicable Daxom manual, electrical and building regulations and relevant standards. Before wiring, commissioning or use, the installer must verify boiler sizing against the property’s heat-loss assessment and hot-water requirements, electrical capacity and phase arrangement, cable sizing, protective devices, earthing, system circulation, pressure, controls and safety equipment. Follow model-specific requirements for system flushing, water treatment, corrosion protection, filtration and any scale protection. Keep commissioning evidence, serial number, electrical test records and service records. Maintain safe servicing access and prescribed clearances. Daxom is not the installation contractor merely because it supplied the boiler. Wrong sizing or installation does not automatically invalidate unrelated voluntary warranty benefits; exclusions apply where the issue caused the relevant failure. Statutory rights for defective goods or services remain unaffected. If installation is delayed, contact Daxom before applicable registration deadlines and obtain any variation in writing.

7. Ownership and risk

Ownership transfers when Daxom receives payment in full, subject to applicable law. For Consumer purchases, risk transfers as described in section 5. Business sale risk and title are governed by the agreed contract and applicable law.

8. Consumer rights for faulty or non-conforming goods

Goods supplied to Consumers must be of satisfactory quality, as described and fit for a purpose for which the Consumer reasonably relied on Daxom’s advice. Remedies under the Consumer Rights Act 2015 may include rejection, repair, replacement, price reduction or final rejection depending on circumstances. The voluntary warranty, registration terms, return policy and call-out deposit do not restrict these rights. Where the law requires Daxom to bear remedy or reasonable return costs, no restocking, transport or inspection charge will override that duty.

9. Statutory cancellation of distance purchases

An eligible Consumer buying online, by telephone or another distance-selling method normally has 14 days after receiving the goods to notify Daxom of cancellation without giving a reason, subject to statutory exceptions. Installation, commissioning, use or opening packaging does not automatically cancel this right. Where permitted by law and after the required information has been supplied, Daxom may deduct proven diminution in value resulting from handling beyond what was necessary to establish the goods’ nature, characteristics and functioning. To cancel, email admin@daxom.co.uk or write to the registered address with an unambiguous cancellation statement and your order details. A statutory model cancellation form is made available separately where legally required, but its use is not compulsory. Unless collection is agreed or law requires otherwise, goods must generally be returned within 14 days of cancellation notification. The Consumer normally pays direct return carriage, pallet freight, suitable packing and insurance only where Daxom has given the required pre-contract information, including appropriate advance cost information for goods not normally returnable by post. On a valid statutory cancellation, Daxom refunds the goods price and the least expensive standard outward delivery charge offered (not any premium delivery upgrade), even if carriage was paid to a third-party carrier. Refund timing, payment method and any deduction follow applicable law. Rights relating to faulty goods are separate.

10. Voluntary 30-day returns for non-faulty goods

Apart from statutory rights, Daxom may agree in writing to accept a goodwill return requested within 30 days of delivery, provided the boiler has NEVER been installed, wired, connected, commissioned or used and is complete, undamaged and returned in its ORIGINAL manufacturer’s box and protective packaging with all supplied accessories and manuals. Daxom may refuse voluntary returns which do not meet those conditions. Under this additional policy, outward delivery and return freight are not refundable, and the customer bears suitable packing, pallet carriage and insurance costs. Any reasonable handling or restocking deduction must be disclosed and agreed before the voluntary return is accepted. These restrictions do not affect any statutory cancellation or faulty-goods rights.

11. Returns and transit damage procedure

Contact admin@daxom.co.uk quoting order number, model, reason and supporting photographs where useful. Daxom will advise appropriate handling and lawful return arrangements. Do not unsafely disconnect installed electrical equipment. Faulty, damaged or misdescribed goods will be assessed under the applicable statutory remedies, which are not dependent on original packaging or the voluntary returns conditions.

12. Support, service area and Daxom-only warranty attendance

For qualifying on-site work under Daxom’s voluntary warranty in England and Wales, covered diagnosis and repair labour is performed by Daxom personnel only, not third-party or independent engineers. Daxom does not reimburse unauthorised third-party warranty repair costs unless expressly agreed in writing. Customers should contact Daxom before arranging any such work. Reasonable, safe equipment access and service clearances are needed. In Scotland and Northern Ireland the standard voluntary manufacturer warranty is parts-only; Daxom on-site labour and the optional five-year extension are unavailable. Emergency safety action and statutory remedies remain unaffected.

13. Running costs, performance and liability

Daxom cannot predict or guarantee actual household electricity consumption, heating expenditure or running costs. These depend on property size and construction fabric, heat loss, insulation, draughts, location and weather, electricity tariff, controls, domestic hot-water demand and individual occupiers’ temperatures, schedules and heating habits. Any general illustration or product rating is not a personalised energy-bill quotation. Obtain a property-specific assessment and independent energy advice where needed. This does not excuse false or misleading express statements or inaccurate product specifications. Nothing excludes liability for death or personal injury caused by negligence, fraud, or liability that cannot lawfully be excluded, including Consumer statutory rights.

14. Complaints, privacy and updates

For assistance or complaints contact admin@daxom.co.uk or 01276 536409 with order details and the boiler model/serial number if relevant. Personal data is handled under our Privacy Policy at https://www.daxom.co.uk/privacy-policy/. Revised terms apply to future orders, not retrospectively to remove already agreed rights or warranty benefits. If one clause is unenforceable, remaining lawful provisions continue.

15. Standard two-year manufacturer’s warranty

The voluntary warranty is in addition to statutory rights. For eligible Daxom boilers, measured from the original purchase date: in ENGLAND AND WALES, YEAR 1 covers qualifying defective parts and repair labour performed by Daxom personnel; YEAR 2 covers qualifying parts only unless the optional five-year extension has been activated. In SCOTLAND AND NORTHERN IRELAND the standard warranty covers qualifying parts only for both years. The applicable written product warranty identifies eligible components. At Daxom’s discretion, a qualifying manufacturing-defective component may be repaired or replaced, or another suitable voluntary warranty remedy offered. Repair does not ordinarily restart the original warranty period.

16. Optional five-year parts-and-labour extended warranty

The optional FIVE-YEAR EXTENSION is available only for eligible boilers installed in ENGLAND OR WALES, covering qualifying manufacturing-defective parts and repair labour carried out DIRECTLY BY DAXOM for a total of five years from original purchase (not five additional years). Eligibility requires: (a) registration with Daxom within 30 days after installation unless Daxom agrees otherwise in writing; (b) correctly completed installation and commissioning in line with product instructions and applicable requirements; (c) a first-year service carried out by Daxom, at which Daxom checks the installation and CONFIRMS IN WRITING that it is satisfactory and the extension is activated; and (d) continued ANNUAL SERVICING by Daxom during the extension, with records retained. Annual servicing is separately charged unless expressly agreed otherwise. Customers should arrange appointments at approximately 12-month intervals; Daxom will make fair arrangements where its own scheduling delay prevents timely servicing. Where remediable problems are identified, Daxom will explain them and allow a reasonable opportunity to remedy and arrange reinspection. Suspension or refusal of the optional extension must be proportionate and explained in writing. Registration alone does not activate this extension. Missing extension requirements do not remove statutory rights or the separate standard two-year warranty. This extension is NOT AVAILABLE in Scotland or Northern Ireland. Daxom will issue written confirmation after successful first-year inspection.

17. Warranty claims, call-out deposits and Daxom personnel

If unsafe, stop using the boiler and obtain suitable emergency help. Report claims to Daxom with purchase/installation date, model, serial number, symptoms, error codes and relevant evidence and commissioning/service records. Daxom determines reasonable diagnostic steps and any Daxom-staff attendance covered in England or Wales. No third-party repair engineer may act under Daxom’s additional on-site warranty unless Daxom has expressly agreed otherwise in writing. If there is an objectively reasonable concern that a proposed voluntary warranty visit concerns a non-covered fault, Daxom may request a disclosed and agreed £90 plus VAT call-out deposit. It is refunded if the visit confirms a fault covered by a labour-inclusive warranty benefit; otherwise Daxom explains fairly in advance any agreed non-warranty charges and application of the deposit. A deposit must never obstruct a statutory remedy that the law requires to be provided free of charge.

18. Voluntary warranty exclusions

To the extent causally connected with the particular failure, the voluntary warranty does not cover faults caused by incorrect sizing or use, incompatible electrical supply or protection, defective system design, installation or commissioning, scale, sludge, corrosion, unsuitable water quality or failure to follow model-specific cleaning and protection requirements, accidental or frost damage, power surges, unauthorised modifications or neglected maintenance. Third-party system equipment, routine servicing, unrelated pipework/radiators/thermostats, consumables and ordinary wear are not normally included unless expressly stated. An unrelated installation issue or third-party intervention does not automatically invalidate the whole warranty. Statutory rights remain unaffected.

19. Trade/business orders and late payment

Business purchases follow the accepted quotation or written sales agreement. Business buyers must arrange competent installation and provide manuals and warnings to onward purchasers. No ordinary trade credit is offered unless agreed in writing. Where credit is agreed, statutory late-payment rights may apply. There is no automatic 14-day Consumer cooling-off right for Business Customers.

20. Business cancellations and returns

Changes or cancellations of accepted business orders require written agreement unless a statutory or contractual right applies. Non-faulty trade returns require Daxom’s advance written agreement, including any clearly disclosed handling or freight conditions. Remedies for defective business goods depend on the agreed contract and applicable law; rights that cannot lawfully be excluded are unaffected.

21. Business ownership and liability

Daxom may retain title until payment is received in full to the extent legally permitted. Business customers must safeguard identifiable unpaid goods under applicable agreed credit terms. Neither party excludes responsibility which the law prohibits excluding, including fraud and death or personal injury due to negligence. No blanket cap or exclusion is created by these terms where it would be unreasonable or unlawful.

22. Governing law and exceptional events

These terms are governed by the law of England and Wales, subject to mandatory Consumer protections and jurisdiction rights in other UK nations. The courts of England and Wales have jurisdiction in business disputes unless otherwise agreed. Where exceptional events beyond reasonable control interfere with performance, the affected party will notify the other and take reasonable steps to limit delay; Consumer delivery and refund rights remain unaffected.

Model cancellation form

Copy cancellation form

Only complete and return this if you wish to cancel an eligible consumer contract. This is a printable/copyable template, not a website submission form. You may also cancel by sending any clear statement: this particular form is optional.

Copy the completed wording into an email to admin@daxom.co.uk or send it by post to the address above. You do not need a reason or a signature when cancelling by email. Statutory deadlines and conditions are described in section 9. For security, this template does not transmit anything from the website or ask for payment, passwords or card details.