Terms and Conditions of Sale
Placing an Order
We do not supply to members of the general public.
By ordering from us, you will be registered as a business customer by us and this will apply to all transactions between us.
When you place an order, we will build a machine specifically for you and you are responsible to make the agreed payments from this time. Unless payment terms have been agreed, full payment must be received as cleared funds in our bank account for your order to be accepted and processed.
The only exception to the above is if you purchase the machine using finance, in which case we will receive payment from them when you receive your machine. You agree to accept delivery of the machine within 7 days of us contacting you to arrange delivery, you also agree to sign and return the finance companies documentation confirming you have received the item within 24 hours.
Machine delivery is usually within 21 days and you will be given an estimated delivery date when you place your order.
Payment terms are payment required with order. All products remain the property of ThermaVein Ltd until paid for in full. Our preferred payment method is by bank transfer. If you wish to pay by credit or debit card you will be responsible for any charges incurred by us to process your payment. This is typically 3.4%. If payment terms have been agreed, we reserve the right to retrieve the goods from you if payment agreements are not met by you or withhold warranty repair services. Any refunds will be at our discretion.
Damage or Missing Items
When you receive your order either from us either directly or from a courier, please check the products and product packaging for any damage before signing for it. If the packaging is damaged, do not sign for the package and call us immediately on 01204 567 197 and if possible take photographs of the damage. When you open the packaging, please check the contents for damage and for missing items immediately and report any issues to us within 24 hours. We accept no responsibility for any damage incurred or missing items after this time.
Money Back Guarantee
We offer a money back guarantee. It is your responsibility to ensure that any products supplied by us are suitable for you to use within your geographic area/region prior to purchase and that you have the required training to use the machine safely. If, for any reason, you are unhappy with the products we supply to you, you can return them to us within five days of receiving them for a refund. You will pay for the shipping cost to us and you are responsible for the items until we receive them. Products will only be accepted if they are undamaged and unused. You must contact us by email and telephone prior to returning the goods to us. When we receive the goods, we will check for damage and issue a refund within 28 days. All returns or cancellations are subject to a 20% of cost restocking/cancellation fee and any training costs or commitments incurred by us will also be charged.
Warranty and Repair
Our standard warranty covers parts and labour for 12 months from the delivery date. In the unlikely event that your machine does develop a problem, contact us by telephone and email in the first instance. You can then return the defective product to us in the shipping case supplied with the machine at your expense and we will repair the item within a target time frame of 7 working days then ship the machine back to you at our expense. When possible a loan system will be made available
If payment terms have been agreed, we reserve the right to retrieve the goods from you if payment agreements are not met by you or withhold warranty repair services at our discretion.
We understand that you may require an improved warranty so we will be happy to customise extended warranties on a client by client basis. These include onsite engineer services, and hot swap replacement options.
In the unlikely event that your machine does develop a problem, contact us by telephone and email in the first instance and we will try to resolve any issues and suggest an action plan within 8 working hours. (Our opening hours are 9am to 5 pm excluding weekends and bank holidays.)
We do not accept any responsibility for any loss of earnings or any other consequences losses incurred by you resulting from product failure or delay in delivery.