Refunds & Replacements

If you would like to return any items, please reach out to a member of our team at info@moderngroupuk.com.

Any items or products returned after 14 days of delivery may incur a 15% restocking charge. All items must be returned in their original condition and packaging. We reserve the right to reject the return of any items that are not returned in their original packaging and condition. We reserve the right to refuse returns after 30 days.

Please include a copy of your invoice with your return. Tick the item(s) that are being returned and insert this form into the box of your return so we can process the return for you. Please note that all returns outside the 14-day return policy are subject to a restocking fee of 15%.

If you do not have a printer, please may we ask you to include your order details and details of the item(s) you are returning so that we are able to process the refund for you.

Please note that items are fragile and dent or chip easily. If you send items back to us that are inadequately packaged and protected, there is a risk they will become damaged whilst in transit. We will NOT offer a refund for an item's parts we receive that are dented or damaged.

In the event that we receive damaged items, we will photograph them and send you a picture of the damage.

WE WILL NOT ACCEPT THEM, AND WE WILL NOT ENTER INTO A DEBATE AS TO WHO IS AT FAULT WITH REGARDS TO THE DAMAGE.

IT IS THE SENDER'S RESPONSIBILITY TO ENSURE THAT ANY RETURNED PRODUCTS ARE RETURNED IN PERFECT CONDITION. 

Modern Heat makes no assurances or guarantees as to the suitability of installing or using any appliance on your property. It is the sole responsibility of the buyer to check that an appliance is suitable, and we recommend that you make your own checks prior to purchasing and installing a TESY appliance.

Prior to installation, it is the responsibility of the customer to inspect the appliance for any signs of damage or product fault, this should include all moving/sliding parts. In the event that an issue is discovered, we require that you advise us as soon as reasonably possible and before the item has been installed and used.

Should a manufacturing fault, defect, or issue become apparent, Modern Heat will repair, replace or refund as appropriate.

Modern Heat does NOT employ on-site engineers, therefore where a part becomes faulty and a replacement part is supplied by Modern Heat, the customer is responsible for the fitting/installation of the replacement part.

In the event that a product requires repair Modern Heat will arrange the collection and return of the product/part, however, the customer is required to package / pallet the item for its safe return to Modern Group. We may ask you to remove any fragile parts from the appliance/part prior to collection. The guarantee/warranty does not cover misuse of a product/appliance.

Cancellation or Refunds of Bespoke Products

Bespoke items / parts are deemed as items that are manufactured or sourced to a customers specific requirements. Bespoke parts / items or special orders of parts we do not normally stock cannot be cancelled, altered or refunded once you confirm the specification and make payment for the bespoke item(s).  We will confirm in writing the specification of  bespoke items / parts prior to accepting your order. We will require payment in full and upfront before we will source the “Bespoke” product. Where a product / appliance is manufactured or altered at the request of the customer, this is deemed as a “Bespoke” order. Distance selling rules do not apply to “bespoke” orders / purchases. Where the order contains both standard parts and “Bespoke” parts, the rule concerning Bespoke parts will only apply to the items deemed to be Bespoke parts. Bespoke parts are items / parts that are specifically sourced or manufactured to the customers bespoke instructions.

All Thermal Stores and including the standard advertised specifications are classed as Bespoke items due to the fact that each thermal store is manufactured to the specific requirements of the customer. PLEASE NOTE: We will not accept returns of any Bespoke items under any circumstances whatsoever, or issue refunds of any value.  The warranty on bespoke items does NOT cover the cost of removal or re-installation. The warranty does NOT cover loss of time or loss of earnings. The buyer is responsible for ensuring that the measurement or specifications of a bespoke item is to their specific requirements. The warranty period on Bespoke products is 12 months from date of delivery. Modern Group make no assurances to the suitability of a bespoke product in your property.

IMPORTANT INSTALLATION INFORMATON

It is very important that the appliance is installed by a qualified installer, who is “certified” to install un-vented hot water appliance. The installation instructions must be followed, we therefore recommend that they are read prior to commencing the installation. Failure to follow the installation instructions which are included in the box with the product, may cause damage to the appliance which may not be covered under the warranty. In accordance with UK building control regulations we recommend that the cylinder / water heater (excluding the 10 litre under counter model) is installed / fitted with 2 additional forms of safety attached to the water pipework that the TESY water heater supplies. The appliance is fitted with at least one form of safety (a thermal cut off switch). We recommend that you install a 3-bar pressure release valve and a safety expansion vessel. In some cases a pressure-reducing valve may be required if the cold water pressure is very high. Your installer will be able to advise on this.

Each and every cylinder is pressure tested before it leaves the TESY factory to ensure 100% product quality and safety. WHEN CONNECTING THE HOT AND COLD PIPES TO YOUR TESY HOT WATER CYLINDER / APPLIANCE, PLEASE TAKE CARE NOT TO OVER TIGHTEN THE THREADED CONNECTIONS. OVERTIGHTENING THEM WILL LEAD TO DAMAGE TO THE CYLINDER THAT IS NOT COVERED UNDER WARRANTY. WE RECOMMEND THAT YOU ATTACH THE THREADED CONNECTIONS WITH MILD PRESSURE TO ADEQUATELY TIGHTEN THE COMPRESSION FITTING CONNECTIONS TO THE TESY CYLINDER / APPLIANCE. ONCE THE CYLINDER IS FILLED THEN INSPECT FOR ANY LEAKS AND ADJUST THE THREADED COMPRESSION FITTINGS ACCORDINGLY TO STOP ANY APPEARANCE OF WATER AROUND THE THREADED JOINTS.

The TESY hot water cylinder /appliance must be fully filled with cold water “before” connecting to a mains electricity supply. If the cylinder is turned on before it is fully filled this will cause the trip switch to activate and may lead to damage to the thermostatic regulator that is built into the appliance. Please ensure that water is running freely from the TESY cylinder /appliance, before connecting it to a power supply. The appliance must be isolated from any power supply, before attempting to reset the thermal cut off switch. IT IS NOT SUFFICIENT TO ONLY TURN THE APPLIANCE OFF AT THE ON/OFF SWITCH. FAILURE TO ISOLATE THE APPLIANCE FROM AN ELECTRICAL SUPPLY MAY LEAD TO ELECTRIC SHOCK.

Please note the Bellislimo water heater can be installed in a vertical or horizontal position. The appliance must be set in the control panel to the preferred mounting position before commissioning it.

A heating appliance, hot water cylinder, chimney system, flue parts, ducting and associated plumbing must only be installed by a competent installer as defined in the relevant building regulations. Failure to do so, may cause damage to product, damage to property, cause injury and invalidate the warranty.

For a copy of our Warranty Terms and Conditions, please see below
Warranty Terms and Conditions