About Us

The www.Ducasa-Direct.co.uk website is operated by: Heattend Products Ltd.
Our VAT number is 892 7672 68.

Our contact details are as follows:
Heattend Products Ltd.
T/A Ducasa Direct
The Street, Lamas,
Norwich,
Norfolk,
United Kingdom,
NR10 5AF.

General email: enquiries@Ducasa-Direct.co.uk
Admin telephone number: 01603 278 025

We may revise these terms and conditions at any time by updating this posting. You should check this Website from time to time to review the current terms and conditions, because they are binding on you. Certain provisions of these terms and conditions may be superseded by expressly designated legal notices or terms located on particular pages of this Website. If you do not wish to accept any new terms and conditions after we have given notice, you should not continue to use this Website.

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.

You are deemed to place an order with us by ordering via our online checkout process. As part of our checkout process you will be given the opportunity to check your order and to correct any errors. We will send you an order acknowledgement, detailing the products you have ordered.

Our acceptance of an order takes place when we despatch the order. We will send you a despatch confirmation by email. When we despatch the order the purchase contract will be made, unless we have notified you that we do not accept your order or you have cancelled your order.

We may refuse to accept an order: (a) where goods are not available; (b) where we cannot obtain authorisation for your payment; (c) if there has been a pricing or product description error; or (d) if you do not meet any eligibility criteria set out in our terms and conditions.

Shipping And Handling Delivery within the UK mainland is charged as follows; 1 to 4 heaters - £15.00 inc vat for each heater 5+ heaters - £64.26 inc vat for all heaters (pallet delivery). Shipping is free for Ducasa programmers and special offers. For deliveries to the UK islands and Channel Islands please contact us for rates.

Delivery Schedule

Depending on the size and nature of each order we use a number of reputable couriers, this enables us to arrange delivery to your home, work or neighbour's address and provide a flexible service.

Small orders (1 to 4 heaters) received before 2pm on Mon to Fri will be despatched the same day with Parcelforce or DHL on a 24hr service. Orders received after 2pm will be despatched the next day. Please note: UK mainland only, some areas such as the Scottish Highlands may take longer.

When your order is despatched we will email you with details of the courier used and a tracking number if available. Orders will normally be delivered between the hours of 9am and 5pm; unfortunately we are unable to specify an exact time.

A signature will be required by the person accepting your delivery and will indicate that the order has been accepted in good condition. Our heaters are well packed and checked before despatching, however in the unlikely event of your order arriving damaged please refuse the delivery and contact us immediately so we can arrange replacements

If you are not at home to receive your order, Parcelforce or DHL will leave a card with details on how to contact them to rearrange delivery. They may also automatically re-attempt to deliver the following day if no contact has been made.

For larger orders (5+ heaters) we will despatch on a pallet. We will contact you within 24hrs of receiving your order to arrange a suitable day for delivery. If you have any special delivery instructions please let us know by filling in the relevant section during the check out procedure.

Back Orders

In the event of your item being out of stock, we will place it on back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges

Our prices include VAT at 20% - our VAT number is 892 7672 68.

Credit Card Security

To ensure credit card security and offer you peace of mind we use SagePay to process your card details. They are one of the UK's leading Payment Service Providers and are recommended by all major banks.

During the checkout process you will be transfered to the SagePay secure pages to enter your credit card details, these details are never downloaded or stored by Ducasa-Direct.co.uk or Heattend Products Ltd.

SagePay carry out a number of checks on your card and personal information helping us to stamp out online fraud.

Guarantee

In addition to any manufacturers guarantee, all of our products come with a 14 day no quibble guarantee.

You can return items for any reason, just send them back and we'll refund the money when items are received in good condition.

Privacy Policy

Ducasa-Direct.co.uk is committed to preserving the privacy of all visitors to our website at www.ducasa-direct.co.uk. Please read the following privacy policy to understand how we use and protect the information that you provide to us.
By placing an order on this website, you consent to the collection, use and transfer of your information under the terms of this policy.

Information that we collect from you
When you order products on www.Ducasa-Direct.co.uk you will be asked to provide certain information about yourself including your name and contact details. We may also collect information about your usage of our website as well as information about you from messages you post to the website and e-mails or letters you send to us.
To maintain customer service standards and to assist staff training, we may record and monitor incoming calls.

Use of your information
Your information will enable us to supply the goods you have requested. It will also enable us to bill you and to contact you where necessary concerning your orders. We will also use and analyse the information we collect so that we can administer, support, improve and develop our business. In particular, we may use your information to contact you for your views on our services and to notify you occasionally about important changes or developments to the website or our services. Further, where you have consented, we might also use your information to let you know by email about other products and services which we offer which may be of interest to you. If you change your mind about being contacted in the future, please let us know.

Disclosure of your information
The information you provide to us may be accessed by or given to third parties some of whom may be located outside the European Economic Area who act for us for the purposes set out in this policy or for other purposes approved by you. Those parties process information, fulfil and deliver orders, process credit card payments and provide support services on our behalf. We may also pass aggregate information on the usage of our website to third parties but this will not include information that can be used to identify you. Where you have consented when providing us with your details, we may also allow other companies in our group, to contact you occasionally about products and services which may be of interest to you. They may contact you by e-mail. If you change your mind about being contacted by these companies in the future, please let us know at enquiries@Ducasa-Direct.co.uk.

Finally, if our business enters into a joint venture with or is sold to or merged with another business entity, your information may be disclosed to our new business partners or owners. Countries outside the European Economic Area do not always have strong data protection laws. However, we will always take steps to ensure that your information is used by third parties in accordance with this policy. Unless required to do so by law, we will not otherwise share, sell or distribute any of the information you provide to us without your consent.

Cookies
Cookies are small amounts of information which we may store on your computer. Cookies make it easier for you to log on to and use the site during future visits. They also allow us to monitor website traffic and to personalise the content of the site for you. You may set up your computer to reject cookies by following the relevant instructions which can be found at www.aboutcookies.org. In that case, you may not be able to use certain features on our site.

Security and Data Retention
We employ security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. We will retain your information for a reasonable period or as long as the law requires.

Accessing and Updating
You are entitled to see the information held about you and you may ask us to make any necessary changes to ensure that it is accurate and kept up to date.

If you wish to do this, please contact us at enquiries@Ducasa-Direct.co.uk. We are entitled by law to charge a fee of £10 to meet our costs in providing you with details of the information we hold about you.

Changes to our privacy policy
Any changes to our privacy policy in the future will be posted to the website and, where appropriate, through e-mail notification.Data collected by this site is used to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes

Returns Policy

If you wish to cancel your order: (a) you can notify us by email to sales@Ducasa-Direct.co.uk before we have dispatched the goods to you; or (b) where goods have already been dispatched to you, by returning goods to us.

You can return goods you have ordered from us for any reason at any time within 14 days of receipt for a full refund or exchange. The costs of returning goods to us shall be borne by you.

Upon receipt of the goods in original packaging and in a condition to resell we will give you a full refund of the amount paid or an exchange credit as required.

The rights to return the goods to us will not apply if the product has been used.

This does not affect your statutory rights.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Environmental Policy

Ducasa-Direct.co.uk recognises that by carrying out our business the environment can be affected and we accept our environmental responsibilities.

Our aim is to:

- Comply with the requirements of environmental legislation and approved codes of practice
- Promote environmental good practice within our company
- Reduce pollution, emissions and waste
- Reduce the use of all raw materials, energy and supplies
- Minimise waste and recycle everything possible
- Provide customers with information on how to use products in an environmentally-sensitive way

Ducasa-Direct.co.uk will continue to make improvements to reduce the impact we have on the environment.

Recycle Now

Please do not throw electrical equipment in your bin, including items with a crossed out wheely bin symbol.

This is because:
Unwanted electrical equipment is the UKs fastest growing type of waste.

Many electrical items can be repaired or recycled, saving natural resources and the environment.

If you do not recycle electrical items they will end up in landfill where hazardous substances will leak out and cause soil and water contamination - harming wildlife and also human health.

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.

In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge.

As a responsible retailer, we have met the requirements placed on us by offering all customers buying new electrical equipment free take-back of their old electricals on a like-for-like basis.

Unwanted items should be returned to Heattend Products Ltd, T/A Ducasa-direct.co.uk, Bure Valley Business Centre, The Street, Lamas, NR10 5AF within 28 days of purchasing your new product.

Simply send your unwanted item to us and we will recycle it for free.

Alternatively you may like to take your appliance to a free recycling centre - click the following link to find one in your area.

http://www.recycle-more.co.uk/banklocator/banklocator.aspx