Refund Policy

Last updated: May 2026

1. Scope

This policy covers our warranty, payment, and refund terms for air source heat pump installations carried out by Logsns LTD.

2. Warranty Coverage

All installations come with a 5‑year parts and labour warranty on the heat pump unit, and a 1‑year warranty on the full heating system. The warranty is subject to:

• The system being used and maintained according to manufacturer guidelines.
• An annual service carried out by an MCS‑certified engineer (service charges apply after the first year).
• No unauthorised modifications or repairs.

If a fault develops, we will repair or replace the defective part free of charge within the warranty period.

3. Payment Policy

We request a 10% deposit upon contract signing. The remaining balance is due upon successful installation and commissioning. For financed installations, terms are governed by the finance provider.

4. Right to Cancel

You have a statutory 14‑day cooling‑off period from the date of contract signing. To cancel, email [email protected]. We will refund your deposit in full within 14 days.

5. Refunds After Work Has Started

If you cancel after the cooling‑off period but before installation, we may deduct costs already incurred (such as bespoke equipment ordered). We will provide a clear breakdown. No refund is available after installation is complete unless covered by warranty.

6. Warm Home Guarantee

We design your system to heat your home as effectively as a traditional gas boiler. If, within the first heating season, we fail to meet the agreed‑upon performance metrics, we will rectify the issue at our cost. If we cannot resolve it, you may be entitled to a full or partial refund as set out in your contract.

7. How to Request a Refund

Send a written request to Logsns LTD, 28 Eastgate Street, Chester CH1 1LF, or email [email protected]. We aim to process all refunds within 21 business days.

8. Contact

For warranty claims or refund enquiries, please contact our support team.