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About Us This web site is owned and operated by OSO Hotwater who are completely dedicated to your total satisfaction. If you have any suggestions or comments or if you need to contact us, please email us using the link on the store page or use the details below.

Our Contact details:
OSO Hotwater
Endeavor House, Seventh Avenue Team Valley Trading Estate Gateshead Tyne and Wear NE11 0EF United Kingdom
Phone: 0191 482 0800
Fax:0191 491 3655
Email: sales@oso-hotwater.co.uk
My VAT Registration Number


Company number: <Put company number here>

Making A Purchase Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept card payments. If you are shopping from North America or anywhere else, place your order and your card company will convert the transaction to US Dollars or your own currency.

We accept all major credit cards except American Express. We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped. If you do not wish to pay online, you may send your card information via phone, fax or by post.

If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Shipping And Handling < Insert information on your Shipping and Handling here >

Delivery Schedule We deliver your order right away. If we recieve your order before 2pm we will normally send your order to you <days>the next working day. International orders are generally will take longer depending on location.

You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

Back Orders If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.

Credit Card Security When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Guarantee Guarantee - unvented hot water cylinder
The OSO stainless steel inner vessel on 20 series/Ecoline and Super S cylinders is guaranteed against material defect or manufacturing faults for a period of 25 years from the date of purchase. All other parts including, but not limited to factory fitted electrical elements (damage caused by lime scale excluded), expansion vessel, thermostats and valves are guaranteed against material defects or manufacturing faults for 2 years from the date of purchase. In the event of a replacement component being required OSO Hotwater will supply such part(s) free of charge and freight paid, on condition that the defective component is delivered, freight paid to OSO Hotwater within 2 weeks of written notice being given to OSO Hotwater of the defect. Such replacement parts shall be guaranteed under the terms of this guarantee to the unexpired period of the aforementioned 2 year period. This warranty is conditional upon the OSO cylinder being installed in compliance with the OSO Installation & Maintenace Instructions, all current legislation, codes of practice and regulations governing the installation of unvented hot water cylinders in force at the date of installation and provided that:
1. The water quality shall be in accordance with European Council Directive 98/83 EC, or revised version at the date of installation, and is not fed with water from a private supply. Particular:
Chloride content: Max. 250 mg/l
Sulphate content: Max. 250 mg/l
Combination Chloride/sulphate: Max. 300 mg/l (in total)
2. The OSO cylinder is filled with water before turning the electricity supply on to the heater elements.
3. The benchmark certificate is completed at the time of installation.
4. The OSO cylinder is serviced and maintained every 12 months and is marked as such in the benchmark logbook provided with the cylinder. Invoices for the maintenance work should be kept as proof of regular maintenance. Care should be taken of the logbook and invoices as they serve as the guarantee certificate for the cylinder.
5. If the newly fitted water heater is not in regular use then it must be flushed through with fresh water for at least 15 minutes. Open at least one hot water tap once per week, during a period of at least 4 weeks.
6. The OSO unvented cylinder has not been modified in any way other than by OSO Hotwater and is only used for the storage of potable water.
7. No factory fitted parts have been removed for unauthorised repair or replacement.
8. Defects caused by frost, excess pressure, salt dehardner process, transient voltage, lightning strikes or incorrect installation, repair or use, are not covered by this warranty. A laboratory evaluation of possible defects can be ordered by the user, however the user must pay for this where the above mentioned conditions have not been fulfilled. Evidence of the purchase date and the date of supply must also be submitted with your claim.

This guarantee does not confer any rights other than those expressly set out above and does not cover any claims for consequential loss or damage.
This guarantee is offered as an extra benefit and does not affect your statutory rights as a consumer.

Reaching Us If you need to reach us, please email us using the link on the store page, alternatively, you can call on 0191 482 0800 (International +44 0191 482 0800) or fax us on 0191 491 3655 or write to us at Endeavor House, Seventh Avenue Team Valley Trading Estate Gateshead Tyne and Wear NE11 0EF United Kingdom

Privacy Policy OSO Hotwater do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site where they are strictly necessary for the site functionality. They are used to aid navigation, and to keep track of the contents of your shopping cart. If you log in to an account, your logged-in status is recorded in a temporary cookie. If you select the 'Remember Me' Option in the checkout, a cookie will be used to remember your details. You can turn off cookies by blocking them in your browser Privacy settings. If you turn off cookies, you will be unable to place orders or benefit from the other features that use them.

Data collected by this site is used to:
a. Take and fulfil customer orders.
b. Administer and enhance the site and service.
c. Only disclose information to third-parties for goods delivery purposes.

Returns Policy Your rights to return goods are protected under the EU Distance Selling Directive.

You are entitled to cancel your order and return the goods within 7 working days for a full refund. Do this by contacting us by email or telephone and quoting the order number supplied to you. Your refund will be paid within 30 days. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed.

Any goods returned should be in saleable condition.

These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

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