Delivery & Returns
AI Hydrogen Ltd (AiH₂ Ltd) supplies domestic and commercial heating, renewable-energy, building-services and engineering equipment to customers throughout the United Kingdom, subject to product availability, supplier arrangements and delivery coverage.
We aim to provide clear delivery information and a straightforward process for dealing with damaged, incorrect or returned goods.
Delivery Information
Delivery arrangements vary according to the size, weight, value and type of product ordered.
Orders may be delivered by parcel courier, specialist carrier, pallet network, manufacturer or approved distribution partner.
Available delivery options and charges will normally be shown during checkout or confirmed before an order is accepted where specialist delivery is required.
Standard Products
Smaller products and components may normally be delivered using standard parcel or courier services.
Delivery times shown on the website are estimates unless expressly confirmed otherwise.
Customers should ensure that the delivery address and contact information supplied when ordering are accurate.
Large & Commercial Equipment
Boilers, cylinders, commercial heating equipment, catering appliances, heat pumps, storage systems and other large products may require pallet or specialist delivery.
For these products, delivery may be kerbside unless another arrangement has been expressly confirmed.
Customers are responsible for ensuring that suitable access is available for the delivery vehicle and that appropriate arrangements are available for receiving and moving equipment from the delivery point.
Where site access is restricted, please advise AiH₂ before ordering.
Commercial & Project Orders
Large-volume, specialist and project orders may require delivery arrangements to be agreed separately.
This may include phased delivery, pallet quantities, direct-to-site delivery or manufacturer/distributor delivery.
Contact AiH₂ for commercial delivery requirements:
020 8900 9383
07444 472620
Delivery Areas
Initial online delivery is primarily intended for UK customers.
Delivery to Northern Ireland, the Scottish Highlands and Islands, offshore locations or other restricted areas may be subject to additional charges, different delivery times or product restrictions.
International supply will be introduced selectively where appropriate shipping, product compliance, taxation and regulatory arrangements are in place.
Please contact AiH₂ before placing an order requiring delivery outside our standard delivery area.
Receiving Your Delivery
Customers should inspect delivered goods as soon as reasonably possible.
Please check:
• The correct number of items has been delivered
• The packaging for visible damage
• The product appears to correspond with the order
• Any obvious damage is reported promptly
Where practical, visible damage should be recorded with the carrier and supported by photographs.
Damaged or Incorrect Goods
If an item arrives damaged, incomplete or materially different from the item ordered, contact AiH₂ as soon as possible with:
• Order number
• Customer name
• Product details
• Description of the problem
• Photographs of the product and packaging where relevant
Do not install or use equipment known to be damaged unless expressly advised that it is safe and appropriate to do so.
Returns
Return arrangements depend on the type of customer, product and circumstances of the purchase.
Before returning an item, customers should contact AiH₂ for return instructions.
Goods should not normally be sent back without prior return authorisation.
Consumer Orders
Where applicable, consumer cancellation and return rights will be handled in accordance with relevant UK consumer law.
Certain products or circumstances may be subject to exceptions or different requirements.
The formal AiH₂ Refund and Returns Policy displayed at checkout should be reviewed before ordering.
Business & Trade Orders
Business-to-business and trade purchases may be subject to different cancellation and return conditions from consumer purchases.
Commercial customers should check the applicable quotation, order confirmation and terms of sale before ordering.
Special-Order & Bespoke Products
Products ordered specifically for a customer, configured equipment, bespoke items or certain specialist commercial products may not be eligible for ordinary cancellation or return except where required by law or where goods are faulty.
Any special-order conditions should be identified before the order is confirmed.
Installed Products
Products that have been installed, commissioned, connected, filled, altered or used may be subject to return restrictions unless they are faulty or other legal rights apply.
Customers should therefore verify product suitability before installation begins.
Gas Appliances
Gas appliances must be installed and commissioned by an appropriately qualified Gas Safe registered engineer holding the relevant competencies.
AI Hydrogen Ltd — Gas Safe Registered Business No. 980470
Product installation must comply with applicable legislation, manufacturer instructions and relevant Building Regulations.
Renewable & Electrical Equipment
Heat pumps, solar equipment, electrical products, storage systems and other specialist energy technologies may require appropriately competent professional installation.
Customers should check the manufacturer's requirements, warranty conditions and applicable regulations before installation.
Product Suitability
Customers and installers should verify that equipment is technically suitable for its intended application before installation.
Product selection may depend upon factors including system design, capacity, fuel, electrical supply, controls, hydraulic arrangements, flue requirements, building characteristics and existing infrastructure.
AiH₂ can be contacted for engineering or installation enquiries where additional assessment is required.
Refunds
Approved refunds will normally be processed through the original payment method, subject to the applicable terms, inspection requirements and payment-provider processing times.
This page provides general delivery and returns information. The formal Refund Policy and Terms of Service applicable to an order should be made available during the purchasing process.
Need Help With an Order?
Contact AiH₂:
020 8900 9383
07444 472620
info@aih2.co.uk (confirm active mailbox before launch)
AI Hydrogen Ltd (AiH₂ Ltd)
Gas Safe Registered Business No. 980470
Engineering Products. Trusted Technology. Professional Support.