Delivery Information

Where We Deliver

Hui Parts delivers throughout the United Kingdom and Ireland.

Additional delivery charges may apply to the Scottish Highlands, Northern Ireland, the Republic of Ireland, the Channel Islands, other non-mainland locations and offshore destinations. Free Delivery and Express Delivery prices apply to eligible mainland UK addresses only. Please contact us before ordering if you are unsure whether additional charges apply to your address.

Delivery Addresses and Fraud Prevention

To help protect our customers against online fraud, we may carry out additional security checks or restrict delivery to the registered billing address.

If we are unable to deliver to an alternative address, you may choose to have the order sent to the registered billing address or receive a full refund. This does not affect your statutory rights.

Our delivery partners may return an order to us if they are unable to complete the delivery or verify the delivery details.

Important Delivery Information

• The order cut-off time for all delivery services is 3pm UK time. Orders placed after 3pm will be treated as having been placed on the following working day.
• Working days are Monday to Friday, excluding bank and public holidays. Orders placed after 3pm on Friday will not be processed until the following Monday or next available working day.
• Orders may be delivered by DPD, Parcelforce, Yodel, Royal Mail or another approved delivery partner.
• Courier deliveries may require a signature. Please do not request that a parcel be left unattended on a porch, beside a bin or in another unsecured location.
• If nobody is available to sign for the delivery, the courier may leave the parcel with a neighbour where permitted. If this happens, they should leave a card or provide tracking information confirming where the parcel has been delivered.
• You may provide a delivery address that differs from your payment address when placing an order. Alternative addresses may be subject to additional fraud-prevention checks.
• All delivery timescales are estimates and are subject to product availability and courier service. We cannot guarantee a precise delivery time.
• If a parcel is returned to us because delivery could not be completed and redelivery is required, an additional delivery charge may apply.
• Orders containing aerosols or flammable products cannot be shipped to offshore addresses.
• Express Delivery is unavailable to the Channel Islands, remote locations and certain offshore destinations.

Next Day Delivery Delay Adjustment Policy

If you select and pay for Next Working Day Delivery but your parcel arrives within our Standard Delivery timeframe of 2–4 working days, we may refund the difference between the Next Working Day Delivery charge and the Standard Delivery charge. Any refund will be made to the original payment method.

We aim to dispatch orders on time, but delivery services are provided by independent third-party couriers. Delays may occasionally occur due to circumstances outside our control.

Where this policy applies, the difference between the Next Working Day and Standard Delivery charges will be the maximum delivery-charge refund available. This does not affect your statutory rights.

Expected Delivery Times

At COMBIBOILERPARTS.CO.UK, we do everything reasonably possible to ensure your order arrives when expected.

The following delivery times are provided as a guide:

Delivery estimates may change around bank holidays, public holidays, severe weather or other circumstances outside our control.

Cancellation & Returns Policy

Cancelling an Order Before Dispatch

If you wish to cancel your order before it has been dispatched, please email [email protected] as soon as possible, quoting your order number.

We will make every reasonable effort to stop the order. If it has already been dispatched, you will need to follow the returns procedure below.

Your Right to Cancel an Online Order

If you are purchasing as a consumer, you normally have the right to cancel an online order without giving a reason. You must tell us that you wish to cancel within 14 days beginning on the day after you receive the goods.

After notifying us, you must return the goods within a further 14 days. Please contact us before sending anything so that we can provide the correct return address and return reference.

Your cancellation notice should include your name, order number, contact details and details of the product you wish to return.

How to Return an Item

1. Email [email protected] and provide your order number and reason for the return.
2. Wait for our return instructions and the appropriate return address. Some products are dispatched directly by our suppliers and may need to be returned directly to the supplying warehouse.
3. Include a copy of your invoice or delivery note inside the parcel.
4. Package the product securely to prevent loss or damage during transit.
5. Use a tracked and appropriately insured delivery service and retain proof of postage.

Returns may be made by post or, with our prior agreement, returned to our store. Please contact us before visiting to ensure the return can be accepted and processed.

Condition of Returned Products

You may inspect a product in the same way that you reasonably would in a shop. Please handle all products carefully and return them with their original packaging, instructions, accessories and any promotional items or free gifts supplied with the order.

Products must not be installed, damaged, altered or handled beyond what is reasonably necessary to establish their nature, characteristics and suitability. Please do not write on, label or attach tape directly to the product packaging.

If handling has reduced the value of the product, we may make an appropriate deduction from the refund where permitted by law.

Return Delivery Costs

For a change-of-mind cancellation, the customer is responsible for the cost of returning the goods to us, unless we agree otherwise.

If a product is confirmed to be faulty, damaged, incorrectly supplied or not as described, we will reimburse reasonable return costs or arrange an appropriate return method. Please contact us before returning the product.

Until a returned product reaches the designated return address, it remains your responsibility. We recommend using a tracked and insured delivery service, as we cannot accept responsibility for products lost or damaged because they were inadequately packaged during return transit.

Refunds

Where you exercise your statutory right to cancel, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery service. Any additional amount paid for an enhanced, express or premium delivery service is not refundable unless required by law.

Refunds will be made to the original payment method. We aim to process approved refunds within three working days, but please allow additional time for your bank or payment provider to complete the transaction.

We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent, whichever occurs first. Statutory cancellation refunds will be issued within the period required by law.

Exchanges

We accept requests to exchange eligible products within 14 days of delivery. The product must meet the return conditions described in this policy. Please contact us before returning the item so that we can confirm availability and provide instructions.

Faulty or Suspected Faulty Products

If you believe a product is faulty, please stop using it and contact us before removing, altering or attempting to repair it. Provide your order number, a description of the fault and any relevant photographs or diagnostic information.

Boiler components can sometimes appear faulty when the actual cause is another component or an installation issue. For specialist, electrical or gas-related parts, we may request the name, Gas Safe registration details and a written diagnostic report from the engineer who inspected or installed the product.

Where relevant, the report should describe the reported fault, diagnostic tests completed, installation details and the engineer’s reasons for concluding that the returned component has failed.

Providing this information helps us and the manufacturer assess the product efficiently. A request for technical information does not remove or limit your statutory consumer rights.

Manufacturer Inspection

Suspected faulty products may be returned to the manufacturer or an authorised testing facility for inspection. Gas Safe engineer details may be required for claims involving gas appliances or gas-carrying components.

If the product is confirmed to have a qualifying fault, we will provide the appropriate remedy, which may include a refund, repair, replacement or account credit, depending on the circumstances and your legal rights.

If testing indicates that the product is not faulty, has been incorrectly installed, has been damaged, or has failed because of another defective component, we will explain the findings and available options. Reasonable testing or return-delivery charges may apply where legally permitted, but we will notify you before such charges are incurred.

Manufacturer warranty procedures are separate from, and do not replace, your statutory rights against us as the retailer.

Parts Replaced Using Another Supplier

If you believe a product purchased from us failed during its warranty period and you have purchased a replacement from another supplier, please provide a written diagnostic report from the attending Gas Safe registered engineer and a copy of the invoice for the replacement part.

These documents will help us assess the claim and submit any relevant information to the original manufacturer. Supplying them does not guarantee reimbursement of costs incurred with another supplier.

Items Not Eligible for Discretionary Returns

Unless faulty, damaged, incorrectly supplied or otherwise covered by your statutory rights, we may be unable to accept discretionary returns for:

• Products that have been fitted, installed, used, altered or damaged.
• Products returned without their original components or accessories.
• Products or packaging that are not in a resaleable condition.
• Gas valves, PCBs and products containing PCBs after installation or attempted installation.
• Products with broken or tampered safety or security seals where this has reduced their value.
• Products made or modified to the customer’s specification.
• Other products excluded from cancellation rights by applicable law.

These restrictions apply only where legally permitted and do not affect your rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods.

Late and Discretionary Returns

Returns requested outside the statutory cancellation period may be accepted at our discretion. If accepted, a restocking charge reflecting the cost of inspecting, testing, repackaging and returning the product to stock may apply.

Where applicable, the restocking charge will be confirmed before the return is accepted and may be a minimum of 25% of the invoice value, subject to a minimum charge of £5. Restocking charges will not be applied where doing so would restrict your statutory rights.

Business and Trade Purchases

Statutory consumer cancellation rights do not normally apply to purchases made wholly or mainly for business purposes. Returns from business or trade customers are subject to our agreement and may be subject to inspection, testing, carriage and restocking charges.