Refund policy
RETURN AND REFUND POLICY
AI Hydrogen Ltd (AiH₂)
Companies House No. 16373469
Gas Safe Registered No. 980470
Email: info@aih2.co.uk
Telephone: 020 8900 9383
Mobile: 07444 472620
AI Hydrogen Ltd (AiH₂) supplies engineering, heating, renewable-energy, building-services and related products to domestic, trade and commercial customers. This policy explains how returns, cancellations, damaged goods and refunds are handled.
Nothing in this policy affects any statutory rights that a consumer may have under applicable UK law.
1. Consumer cancellation rights
Where you are purchasing as a consumer and your order qualifies for statutory cancellation rights applicable to distance or online contracts, you may have the right to cancel the contract within 14 days after receiving the goods, subject to applicable exclusions.
If an order contains multiple goods delivered separately, the applicable cancellation period may run from receipt of the final item where required by law.
To exercise a cancellation right, contact us at info@aih2.co.uk and clearly state that you wish to cancel the relevant order. Please provide your name, order number and sufficient information for us to identify the purchase.
Where cancellation rights apply, you must return the goods in accordance with the return instructions supplied by AiH₂.
2. Do not return goods without authorisation
Please do not send products to AI Hydrogen Ltd without first contacting us.
Some products may need to be returned to a manufacturer, distributor, specialist warehouse or another authorised facility. Large, heavy, hazardous or palletised equipment may also require specialist collection or transport arrangements.
Contact:
Email: info@aih2.co.uk
Telephone: 020 8900 9383
If a return is authorised, we will provide the appropriate return address and instructions.
Goods sent to an unauthorised address may cause delays in processing the return.
3. Condition of returned goods
Where a customer is returning unwanted goods, they should be kept in good condition and, where reasonably possible, returned with their original packaging, accessories, documentation and components.
Consumers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning. Where permitted by law, a refund may be reduced to reflect any loss in value resulting from handling beyond what is reasonably necessary.
This does not affect rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.
4. Damaged, defective or incorrect goods
Please inspect your order as soon as reasonably possible after delivery.
If an item arrives damaged, appears defective, is incomplete or is not the item ordered, contact us promptly at info@aih2.co.uk.
Please provide, where reasonably available:
- your order number;
- a description of the problem;
- photographs of the product and packaging;
- the product model or serial number where applicable; and
- details of any visible transit damage.
We will assess the issue and advise you of the appropriate next steps.
Depending upon the circumstances and your applicable legal rights, this may include repair, replacement, collection, return or refund.
5. Heating, gas and technical equipment
Certain heating, gas, hydrogen, electrical, renewable-energy and engineering products must be installed, commissioned, serviced or inspected by appropriately qualified or competent persons where required by law, applicable standards or manufacturer instructions.
Customers should not dismantle, modify, energise or operate equipment in a manner contrary to manufacturer instructions merely for the purpose of testing it before a return.
Where a reported fault concerns installed or commissioned equipment, AiH₂ may reasonably request installation records, commissioning information, diagnostic information or other evidence necessary to establish the nature of the reported fault.
Nothing in this section limits statutory consumer rights.
6. Special-order and customised products
Certain products may be manufactured, configured, modified, cut, programmed, fabricated or procured specifically to a customer's requirements.
Statutory cancellation rights may not apply to certain bespoke or clearly personalised goods where an applicable legal exemption exists.
Before placing a special-order or customised order, customers should check the applicable quotation, product description and order terms carefully.
This exclusion does not remove rights relating to goods that are faulty, damaged, misdescribed or otherwise fail to conform to the contract.
7. Installed or commissioned products
Installation or commissioning may affect whether a product can practically be returned as an unwanted item.
Where installation or services begin during an applicable statutory cancellation period at the consumer's express request, charges may apply to services already performed where permitted by law.
Products that have been incorporated into a building or system may require assessment before removal or return.
These provisions do not affect statutory remedies where goods or services are faulty or do not conform to the contract.
8. Commercial and trade customers
Orders placed wholly or mainly for business, trade or professional purposes may be subject to separate commercial terms, quotations, purchase orders, supply agreements or manufacturer conditions.
Consumer cancellation provisions do not generally apply to business-to-business transactions.
Returns of correctly supplied, non-defective commercial goods are therefore subject to prior written approval by AiH₂ and may be subject to reasonable restocking, handling, collection or transport charges where agreed or permitted under the applicable contract.
Where a quotation, contract or agreed commercial terms contain specific return or cancellation provisions, those provisions will apply to the extent permitted by law.
9. Large, heavy and palletised goods
Boilers, cylinders, renewable-energy equipment, plant, machinery and other large products may require palletised or specialist transportation.
Do not arrange an unauthorised return of such equipment.
Contact AiH₂ first so that the appropriate return or collection procedure can be determined.
Where the customer is legally responsible for return costs, specialist transport charges may apply. Where goods are faulty or incorrectly supplied, responsibility for reasonable return or collection costs will be determined in accordance with applicable law and the circumstances of the order.
10. Return costs
For an eligible consumer change-of-mind cancellation, the customer may be responsible for the direct cost of returning the goods where permitted by law and where the customer has been appropriately informed.
Where goods are confirmed as faulty, damaged on delivery, misdescribed or incorrectly supplied, AiH₂ will handle reasonable return or collection arrangements in accordance with applicable statutory rights.
Please obtain authorisation before incurring significant return transport costs.
11. Refunds
Once returned goods have been received, or appropriate evidence of return has been supplied where required by law, we will assess the return and notify you of the outcome.
Approved refunds will be made using the original payment method unless another method is agreed or permitted.
Where statutory consumer cancellation rights apply, refunds will be made within the period required by applicable law.
Banks and payment providers may require additional processing time after a refund has been issued.
12. Original delivery charges
Where a consumer validly cancels an entire qualifying distance contract, any refund of the original standard delivery charge will be handled in accordance with applicable UK consumer law.
Additional delivery costs resulting from the customer's choice of an enhanced or premium delivery method may not be refundable beyond the cost of the least expensive standard delivery option offered, where permitted by law.
13. Exchanges
Where appropriate, we may offer an exchange or replacement rather than a refund.
For ordinary change-of-mind returns, the quickest method may be to return the eligible product and place a new order once the return has been approved.
Faulty-product remedies will be handled according to applicable statutory rights.
14. Order cancellation before dispatch
If you wish to cancel an order that has not yet been dispatched, contact us as soon as possible at info@aih2.co.uk.
We will endeavour to stop dispatch where reasonably possible.
Special-order, customised or made-to-specification products may already have entered manufacture or procurement and may be subject to different cancellation provisions, subject always to applicable law.
15. Statutory rights
Nothing in this Return and Refund Policy is intended to exclude, restrict or replace rights or remedies that cannot lawfully be excluded or restricted.
UK consumers may have rights concerning, among other things, cancellation of qualifying distance contracts and goods that are faulty, not as described or not of satisfactory quality.
16. Contact
For returns, cancellations, damaged goods or refund enquiries, contact:
AI Hydrogen Ltd (AiH₂)
Companies House No. 16373469
Gas Safe Registered No. 980470
Email: info@aih2.co.uk
Telephone: 020 8900 9383
Mobile: 07444 472620
United Kingdom