At BoilerMaster Pro Shop, we are committed to providing high-quality boilers and accessories with reliable shipping and a transparent returns process. Please review our policies below to ensure a smooth shopping experience.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods

We offer two shipping options to meet your needs:

  • Standard Shipping (£12.95): Delivered via DHL or FedEx within 10-15 business days after dispatch
  • Free Shipping (orders over £50): Delivered via EMS within 15-25 business days after dispatch

Note: We ship worldwide except to certain Asian countries and remote locations. Delivery times may vary depending on customs processing in your country.

Returns & Exchanges

We stand behind the quality of our products. If you’re not completely satisfied, you may return eligible items within 15 days of receiving your order.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be unused, uninstalled, and in original packaging with all tags
  • Return must be initiated within 15 days of delivery
  • Proof of purchase (order number/receipt) must be provided

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Electric boilers that have been installed or had packaging removed
  • Gas boilers where gas connection has been attempted
  • Boiler flues or accessories showing signs of installation
  • Custom or special-order items

Return Process

  1. Contact Us: Email [email protected] within 15 days with subject “Return Request – [Order Number]”
  2. Provide Details: Include order number, item(s) for return, reason, and preferred resolution (refund/exchange)
  3. Receive Authorization: We’ll email an RMA number within 2 business days if approved
  4. Package Item: Securely repack in original packaging with all accessories and documentation
  5. Ship Return: Clearly mark RMA number on package and send to:
    BoilerMaster Pro Shop Returns
    12 Lord St
    Liverpool, GB L7X 1RL

Refund Process

After we receive and inspect your return (typically within 5 business days):

  • We’ll notify you of approval/rejection
  • Approved refunds are processed to original payment method within 10 business days
  • Shipping costs are non-refundable unless return is due to our error

Refund Methods & Timelines:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days to appear on statement
  • PayPal: Typically processed within 24 hours of approval

Exchanges

To exchange an item:

  1. Follow the return process above
  2. Place a new order for the desired item
  3. We’ll refund the original purchase (minus shipping) after processing your return

Damaged or Defective Items

If you receive a damaged/defective product:

  • Contact us within 3 days of delivery
  • Include photos of the issue
  • We’ll arrange replacement or refund at no additional cost

Need Help?

For questions about shipping or returns, contact our customer service team: