What to do if I have a product issue?

This guide has been designed to help you easily understand our procedures should anything go wrong with a product supplied by us.

PLEASE READ CAREFULLY.

DAMAGED/FAULTY PRODUCT REPORTING WHEN FIRST DELIVERED:

All goods MUST be opened & thoroughly inspected within 48HRS of delivery. If for any reason you have an issue. We need to be able to send a report to the relevant supplier to organise a replacement if required, anything out of this timeframe will not be considered by the manufacturers if this is not adhered to.

From this a report will be sent to the suppliers for investigation and we require a photograph and description of the damage/fault within the 48HR window. Please email this to technical@thevisionsgroup.co.uk .The Manufacturer will then arrange a replacement/collection directly with you at your earliest convenience. Stocked items can be dealt with swiftly, SPECIAL MADE TO ORDER ITEMS will have a longer lead time as these items will need to be made again which usually takes 8-10 weeks, unfortunately this is unavoidable as you can understand.

INSTALLED GOODS FAULT REPORTING AFTER 48HRS:

Due to the nature of the products we sell, water is most likely to be involved somewhere along the systems where they are installed. We do appreciate that visual faults such as a joint weld/manufacturing fault cannot be seen until the product is installed. We ask that you send an email to technical@thevisionsgroup.co.uk detailing the issue accompanied with an image of the issue. We will then ask the manufacturer to investigate the issue and offer a solution. You will then be contacted by a representative to progress the claim.

Please read our DELIVERY & WARRANTY INFORMATION section at the base of our page which will outline how to make sure your Product Warranty is valid - Section 10 outlines specific rules and detail how to ensure you are covered.

ITEMS REPORTED SHOWING CORROSION AFTER A TIME PERIOD:

The main issue any radiator/heating product can have is surface corrosion due to the environment where they are installed, for example in a bathroom where the humidity is higher than usual due to steam/water droplets in the air. Over time the droplets can cause external corrosion - usually found at the base of a product where water droplets sit due to gravity, the same principle as a motor vehicle, rain/damp areas are always at the base near the sill. This is not deemed as a product fault by any manufacturer unfortunately so care must be taken to keep areas of the radiator/towelrails clean and dry. Another common issue on mild steel towel warmers & Compact Panel radiators is corrosion due to damp clothing being placed over the product resulting in surface rust over time - Manufacturers will never deem this as a fault as it is not recommended to dry any item of clothing on a radiator. Towel warmers are only to be used to "Warm" dry towels. Not everyone will inform you of this as a customer, but it is important to know.

Another issue can be what the industry calls "pin holes" appearing on a product, water leaking from the inside of a product. There can be many causes of this, so it's always worth making sure a qualified/reputable installer is used to install your products. 99% of cases like this are caused by lack of a certified system inhibitor not being used which prevents rust internally, or lack of annual servicing - "Topping up" of the inhibitors to a correct level over time. Most radiators are Mild steel and do not have any protection against rust internally when they are produced, Hence the issue if the water flowing through them is not treated water which would prevent the corrosion. A water test will be used by the Manufacturers on all reports, Please note they can charge for this service if the system installation is found to be inadequate.

As previously, please email technical@thevisionsgroup.co.uk - a report with images, proof of purchase, and also if the product is over 12 months old accompanied by the annual servicing document/s

As shown at the base of our homepage - all of our suppliers are UK/CA - EN442 - ISO9001 & ISO14001 accredited to ensure quality.