Delivery & Returns

Privacy Notice

We, SMR Enterprises Limited trading as Radiators 4u, registered in England and Wales, number 05014686 at The Foundry, Unit 4, Victory Trading Estate, Kiln Road, Portsmouth, Hampshire, PO3 5LP are absolutely committed to protecting and respecting privacy.

How we use your information

This privacy notice tells what to expect when SMR Enterprises Ltd collects personal information. It applies to information we collect about:

• Visitors to our website;
• People who we communicate with by email;
• People who we communicate with by telephone;
• Our retail customers and installers;
• Trade customers;
• Vendors;
• People who subscribe to our mail list; and
• Job applicants.

We do not share personal data other than as described below, however our IT provider may have access to information in providing their services to us. As with any third parties that we share data with, we ensure that they do not use the data for their own purposes and that they take appropriate steps to guard against data breaches.

Visitors to our website

When someone visits www.radiators4u.co.uk we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.

Use of cookies by SMR Enterprises Ltd

Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This information is used to track visitor use of the website and to compile statistical reports on website activity. It also allows certain website functions such as a ‘shopping basket’ to work.

You can get more information about Cookies at https://ico.org.uk/your-data-matters/online/cookies/. You can turn off Cookies in your internet browser (e.g. Internet Explorer, Chrome, Safari, Opera or Firefox) so they are no longer collected and the above webpage contains links to tell you how to do this. Please note that turning off Cookies may prevent some of our website functions from working.

Links to other websites

This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

People who we communicate with by email

We process and retain the personal data contained in the email to respond appropriately to the subject matter. Please be aware that any emails we send or receive may not be protected in transit.

People who we communicate with by telephone

We record all telephone conversations to maintain a record of the discussion, for our legitimate business interests of staff training and to defend against claims of mis-shipment. When we are discussing payment card information we stop the recording so that we comply fully with our security obligations when handling such information.

We retain the recordings for a period of one year and then securely delete them.

Our retail customers and installers

We process and retain personal data to facilitate the supply of goods. We retain personal data between 6 & 20 years (depending on the length of the warranty applicable to the goods) from the date the goods were delivered. We do this to ensure we fulfil our contractual obligations to our customers. Written copies of customer orders are retained for 3 months from the date the goods were delivered to fulfil our contractual obligations in the event of a mis-shipment of goods.

We may need to provide certain third-party organisations with customers information in order to provide our services, including to a selected courier who will deliver the goods. We will only provide them with the information they require and will only permit them to use the information for the required purpose.

If any such third party uses your information for any other reason without your consent please notify us using the details below and we will investigate the matter.

Trade customers

We process and retain personal data to process orders and to comply with legal requirements. We retain personal data relating to our trade customers for the duration that the individual is a customer plus six years. This is necessary for the performance of our contractual obligations with our customers and to comply with our legal obligations to maintain adequate records as required by Her Majesty’s Revenue and Customs.

Vendors

We process and retain details of individual contacts within our vendor organisations to allow us to process orders for delivery and to comply with legal requirements. We retain this personal data for the duration of the contract plus six years. This is necessary for the performance of our contractual obligations with our customers.

People who subscribe to our mail list

We use MailChimp to deliver marketing material if you have consented to this when you provided your information to us or you subscribed using the contact form on our website. You can withdraw consent or change your preferences about marketing activities at any time by contacting us using the details below.

MailChimps privacy policy can be found here https://mailchimp.com/legal/privacy/. However, you need to be aware that the provider is based in the United States a country outside the EU, so your information may be transferred to, stored or processed in the United States. MailChimp take many steps to protect privacy and has certified its compliance with the EU-US Privacy Shield Framework.

Job applicants

We use an internet-based recruitment company RecruitmentGenius and their Privacy Policy can be found here https://www.recruitmentgenius.com/terms/privacy

All of the information you provide during the process will only be used for the purpose of progressing your application, or to fulfil legal or regulatory requirements if necessary.

We will not share any of the information you provide during the recruitment process with any third parties for marketing purposes or store any of your information outside of the European Economic Area. The information you provide will be held securely by us and/or our data processors whether the information is in electronic or physical format.

We will use the contact details you provide to contact you to progress your application and the other information you provide to assess your suitability for the role you have applied for.

Your rights

You have the right to request:

• information about how your personal data is processed;
• a copy of that personal data; and
• that anything inaccurate in your personal data is corrected immediately

You can also:

• raise an objection about how your personal data is processed;
• request that your personal data is erased if there is no longer a justification for it; and
• ask that the processing of your personal data is restricted in certain circumstances

If you have any of these requests, please get in contact using the contact details below. You can read more about these rights here https://ico.org.uk/your-data-matters/

We have set out to demonstrate how we address your rights in this privacy notice.

Complaints or queries

We strive to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention if they think that our collection or use of information is unfair, misleading or inappropriate. We would also welcome any suggestions for improving our procedures.

This privacy notice was drafted with brevity and clarity in mind. It does not provide exhaustive detail of all aspects of our collection and use of personal information. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the address below.

If you want to make a complaint about the way we have processed your personal information, you can contact the ICO as the statutory body which oversees data protection law www.ico.org.uk/concerns.

Access to personal information

If you would like to know what information we hold about you please make a ‘subject access request’ using the contact details below. If we do hold information about you we will:

• tell you why we are holding it;
• give you a description of it;
• tell you who it could be disclosed to;
• explain how long we will store it (or the criteria used to decide this);
• where it was not collected directly from you, we will give you any available information as to its source; and
• let you have a copy of the information in an intelligible form.

You also have a right to obtain a copy of your personal data for reuse and we will supply this in a CSV file if you ask us to.

If we do hold information about you, please notify us if any of it has changed or is incorrect, we will be happy to update this for you.

In certain circumstances you have a right to the erasure of your personal data or to restrict processing. If you want to exercise this right please contact us using the details below.

Disclosure of personal information

Other than as described in this notice we will not disclose personal data without consent or where we are required to do so by law.

Changes to this privacy notice

We keep our privacy policy under regular review and this is reflected in this privacy notice. Our policy was last updated on 21st May 2018.

Document copyright

This privacy notice was created by Crimson Crab Ltd. It is an infringement of copyright to make:

• any use without the inclusion of this paragraph; or
• any use of this document by any organisation other than SMR Enterprises Limited except with the written permission of Crimson Crab Ltd; or
• any adaptation without the written permission of Crimson Crab Ltd; or
• any copy by a third party.

How to contact us

If you want to request information about our privacy policy, please email:
eq@radiators4u.co.uk
or write to: SMR Enterprises Ltd, The Foundry, Unit 4, Victory Trading Estate, Kiln Road, Portsmouth, Hampshire, PO3 5LP.

We offer a 90 days return policy for private retail customers. If you change your mind once you have received your goods, you must return the goods to us, complete, in the original packaging and in a resalable condition. This includes pallet deliveries, any items that arrive on a pallet must be returned on a suitable pallet. We will then refund your transaction less the carriage costs incurred by our company in delivering the goods.

You MUST call us on 02394 216 216 before returning any goods, to confirm the address where the goods are to be returned. You will need to quote your sales receipt reference number and you will receive RMA documentation. Goods must be returned within 7 working days of agreeing the return and include your RMA documentation.

Returns after 90 days are considered on a case-by-case basis; returns can sometimes be accepted for store credit, though a restocking fee may apply. If you have an item you would like to return after the 90 days returns period, contact us to discuss your situation further.

Although we are happy to re-stock most items, any items that are made to order are deemed to be a 'special order' and as such are non-returnable.

Where faulty Goods have been supplied the Seller will offer a replacement or full refund including the cost of delivery and returning the Goods.

Where the Buyer changes their mind and wishes to return the Goods the Seller must be informed within 90 days of delivery and the Goods returned to an address specified by the Seller. It is the Buyers responsibility to ensure that returned Goods reach us in re-sellable condition. They should be packed well in the original packaging and will be inspected before any refund can be issued. The refund will be the purchase price less the carriage costs incurred by the Seller.

1. The Prize Draw is open to customers of SMR Enterprises Limited (Radiators 4u) aged 18 and over.
2. By submitting an entry into the Prize Draw you shall be deemed to have accepted these Prize Draw Terms and Conditions.
3. To enter the Prize Draw, you must email an image(s) of the product in place after installation.
4. By submitting an image, you agree that you are granting Radiators 4u with exclusive and unlimited licence to use the image(s) on their websites, social media platforms, and other publications and to edit and modify the image as Radiators 4u requires.
5. Only one entry per person (multiple images are allowed and encouraged). Where multiple images are submitted then Radiators 4u will select one image only to be entered into the Prize Draw.
6. Radiators 4u reserves the right to reject any inappropriate or offensive entries and to disqualify any entries if Radiators 4u, at its sole discretion, believes that there has been an attempt to manipulate or tamper with the operation of the Prize Draw.
7. Radiators 4u does not accept responsibility for network, computer or software failures of any kind and has no responsibility for lost, delayed, or misdirected entries. Radiators 4u does not accept any responsibility for any infringement of any third-party intellectual property rights caused by entrants entering this Prize Draw.
8. The Prize Draw will close at 23:59 PM on the date set out in the Prize Draw information. Any submissions after this point will not be entered into the prize draw but a licence to use the image will still be granted to Radiators 4u.
9. One winner will be chosen from a random draw of entries received in accordance with these terms and conditions. The draw will take place on the date set out in the Prize Draw information.
10. The winner will be notified by email and must provide a postal address to claim their prize. If a winner does not respond to Radiators 4u within 14 days of being notified then the winner’s prize will be forfeited and Radiators 4u shall be entitled to select another winner in accordance with the process described above (and that winner will have to respond to notification of their win within 14 days or else they will also forfeit their prize).
11. If a winner rejects their prize or the entry is invalid or in breach of these Terms and Conditions, the winner’s prize shall be forfeit and Radiators 4u shall be entitled to select another winner.
12. The name and county of each winner can be obtained by sending a stamped addressed envelope within 10 weeks of the prize draw to the following address: Radiators 4u (SMR Enterprises Ltd), The Foundry, Unit 4 Victory Trading Estate, Kiln Road, Portsmouth, Hampshire, PO3 5LP, as required by the UK Code of Non-broadcast Advertising and Direct & Promotional Marketing (the “Code”).
13. Radiators 4u may also be asked to provide the same details to the Advertising Standards Authority (“ASA”) who publish and enforce the Code. This use of the winner’s data is necessary for Radiators 4u’s legitimate interests in complying with the Code.
14. Winners who do not wish Radiators 4u to disclose these details to members of the public who request them, should let Radiators 4u know as soon as possible by email. Winners may also object to the disclosure to the ASA by emailing the same address, giving reasons. Radiators 4u will take these reasons into account if the ASA asks for the winners’ details. Please note, however, that Radiators 4u may nevertheless still be required to disclose this information to the ASA. This may happen where, for example, Radiators 4u is required to demonstrate that a valid award took place.
15. The prize is non-exchangeable, non-transferable, and is not redeemable for cash or other prizes.
16. Radiators 4u retains the right to substitute the prize with another prize of similar value in the event the original prize offered is not available.
17. The winner may be required to take part in promotional activity related to the Prize Draw and the winner shall participate in such activity on Radiators 4u’s reasonable request.
18. The winner consents to the use by Radiators 4u, both before and after the closing date of the Prize Draw for an unlimited time, of the winner’s voice, image, photograph and name for publicity purposes (in any medium, including still photographs and films, and on the internet, including any websites hosted by Radiators 4u and its related companies) and in advertising, marketing or promotional material without additional compensation or prior notice and, in entering the Prize Draw, all entrants consent to the same.
19. Radiators 4u shall use and take care of any personal information you supply to it as described in its privacy policy, a copy of which can be seen here (Privacy Policy), and in accordance with the Data Protection Act 2018. By entering the Prize Draw, you agree to the collection, retention, usage and distribution of your personal information in order to process and contact you about your Prize Draw entry, and for the purposes outlined above.
20. Nothing in these terms excludes Radiators 4u’s liability for death or personal injury caused by its negligence or for fraud, or any other liability that Radiators 4u may not exclude by law. Subject to that, Radiators 4u and its associated companies will not be liable for any loss (including, without limitation, indirect, special or consequential loss or loss of profits) expense or damage which is suffered or sustained in connection with this Prize Draw or accepting or using any prize, including any loss incurred as a result of any delay and/or failure to perform any obligation to the winner or other entrants that is caused by:
    1. technical problems of any kind which may limit or prevent any person's participation in the Prize Draw;
    2. any loss or damage arising from or in connection with the allocation or enjoyment of a prize;
    3. any act or omission of any third party, particularly any third party involved in the provision of services relevant to the prize; or
    4. any other events beyond Radiators 4u's control that may cause the Prize Draw to be disrupted or corrupted or may lead to loss of, or damage to, the winner or to the prize.
21. Radiators 4u reserves the right at any time and from time to time to modify or discontinue, temporarily or permanently, this Prize Draw with or without prior notice due to reasons outside its control (including, without limitation, in the case of anticipated, suspected or actual fraud). The decision of Radiators 4u in all matters under its control is final and binding and no correspondence will be entered into.
22. Radiators 4u shall not be liable for any failure to comply with its obligations where the failure is caused by something outside its reasonable control. Such circumstances shall include, but not be limited to, weather conditions, fire, flood, hurricane, strike, industrial dispute, war, hostilities, political unrest, riots, civil commotion, inevitable accidents, supervening legislation or any other circumstances amounting to force majeure.
23. If any of these terms and conditions are found by a court or regulator to be invalid or unenforceable the remaining other provisions shall continue to apply.
24. The Prize Draw will be governed by English law and entrants to the Prize Draw submit to the exclusive jurisdiction of the English courts.