OUR RESPONSIBILITY TO YOU

At the point of placing an order with Bright Air (a division of The BIG Bright Ideas Group Ltd.,), the supplier, an order acknowledgement email will be sent to you, the customer. Our aim is to provide excellent service from start to finish to all consumers and trade customers. However, we acknowledge that we may run into issues such as supply chain difficulties, pricing errors or product description discrepancies. If we deem it necessary for any reason, we reserve the right to decline the order and withdraw the supply of the goods. In the event that this occurs, we will promptly inform you in writing and the full amount paid will be refunded via your chosen payment method at point of order. Once your product(s) has been delivered to you, the contract is confirmed. We may update these Terms & Conditions from time to time; the updated terms shall be effective once published on brightair.co.uk. Of course, these T&Cs do not affect your statutory rights as a consumer.

HOW WE CAN HELP

With two decades’ experience in HVAC retail, we pride ourselves on providing exceptional service to every customer. We strive to be honest and unbiased with our advice and support and will always endeavour to recommend the best products for your requirements. That being said, the Bright Air Team are not consultants and can only advise based on experience, knowledge, and information given by you, the customer. Our advice will be given to the best of our knowledge without any liability on us. Please ensure you have conducted your own research into the products before placing your order. It is your responsibility to ask any pertinent questions relating to your purchase and the suitability of the product before placing an order with us. We welcome any enquiries you may have and will support you and answer any questions where possible. Simply call our line to get through to one of our friendly team members on 01299 212747. For any complex projects, we would appreciate receiving your enquiry in writing at lorri@brightiair.co.uk to allow us to assist and support you to the best of our ability. We will often provide a formal quotation valid for 30 days from date of issue. Any sales documents provided by us shall be subject to amendments without any liability on our company - this just means that we can make changes where necessary, in the event of any typographical or clerical errors. Attention to detail on our quotations, price lists, invoices and any other documents, is important to us but we are only human!

GOODS SPECIFICATION

The team at Bright Air make every effort to ensure the products are listed as per the manufacturer’s published specification; this includes product sizes, weights, and colours. These details are an approximation and pertain to the product casing, excluding any accessories or external features such as controls or handles. Manufacturers are continually working to bring you the best, most up to date items with consistent product development, so please be aware that specifications may change without notice. All images used are provided for the sole purpose of giving an approximate idea of the goods and/or service and do not form part of the supplier to customer agreement/contract. The general format of brightair.co.uk, all content, photos, data, and videos are copyright and belong to us. If authorised by us or the manufacturers, you are welcome to utilise this material.

ITEM AVAILABILITY

The availability of our products will be displayed on our website at the point of order. However, this is all looked after by our team and a computer system. Although we endeavour to accurately display stock availability, on occasion we may experience delays. If your item(s) is not available or we are unable to fulfil your order within the requested delivery deadline, our team will inform you at the earliest opportunity. Since we are aware that time is precious, we may suggest a suitable alternative product, subject to your requirements, which we could supply without delay. We will inform you of any price difference before proceeding with the order to allow you to elect to purchase the goods; we will always await your approval before despatching any items.

PRICING & PAYMENT

All prices on our product listings will show excluding delivery charges and inclusive of VAT as default – if you would like to see our prices excluding VAT, simply use the toggle at the very top of our site. Here at Bright Air, we recognise that every penny counts! But don’t forget, any offers on select ranges will be subject to availability. In any case, we try to offer the most competitive online pricing structure across our range of available items.  If you happen to find our items available cheaper elsewhere online in the UK, contact the team on 01299 212747 before completing your purchase. Our ‘Price Match Promise’ serves to match the price (including delivery charges) of any items being sold cheaper by our competitors. Let us know where you have found the product cheaper, we will verify the price match and availability and look to process your order promptly.
When it comes to payment, we’ll make it as easy as we can for you and can accept most major credit/debit cards including Visa, MasterCard, and American Express. We also offer payment via PayPal or Klarna. If you would prefer to pay via Bank Transfer (BACS), please contact the team to request a Pro Forma Invoice for payment prior to the despatch of goods.

DELIVERY TERMS

Upon placing an order with us, you will be advised of an approximate delivery lead time, along with relevant delivery charges for transport. Delivery to more remote parts of the UK such as Channel Islands, Scottish Highlands and Islands, the Isle of Man, or Ireland will be subject to additional charges. This includes, but is not limited to, the following postcodes: BT, GY, HS, IV, IM, JE, KA, KW, PA, PH, SI, TR, ZE. Please contact the team for a price for delivery to these areas. Our goal is to deliver your order within 1-3 working days (weekdays, excluding public holidays and weekends), we will keep you informed if for any reason we are unable to fulfil this expectation. When entering your details on your order, please ensure your delivery location (whether a business or home address) is accurate, to help the delivery drivers afford you the best service and ensure the smooth receipt of your goods. We will provide parcel tracking via email, upon despatch of your order, which will inform you of your estimated delivery date. Our couriers provide kerb-side delivery; bear this in mind when placing an order as some of our items are on the larger and heavier side. Please ensure there is sufficient external access to allow for a safe and efficient drop-off. If you have any specific delivery instructions for us and our couriers, please ensure you inform the team at the point of order.
We may sometimes encounter scenarios affecting delivery, such as extreme weather, adverse conditions, events, or closed roads. If we cannot fulfil your delivery due to reasons outside of our control, we cannot be held liable for any charges incurred such as outside engineers’ time or similar. We will however, always work with you as the customer to make your order journey is as smooth as possible, inclusive of delivery.

CANCELLATIONS FOR CONSUMERS

If you are not quite content with your product or you have simply changed your mind, you’ll need to let us know within 14 days from the receipt of delivery. 14 days is your cooling-off period. Within this period outlined by your statutory rights for distance (online) selling, you have the right to cancel your order and receive a refund where applicable. We understand that you may unpack the item(s) received and take a good look before deciding to cancel. However, please be aware that if you have used the product or installed the item, we may only be able to offer a partial refund of your item or be unable to refund. You will receive a full refund via your initial payment method if you return your item(s) to us unused and in the original packaging. If applicable and cancelled within your cooling off period, your refund for the item(s) will be processed within 14 days following the return of the goods.

For further information on how to arrange your cancellation and return, please see below…

To begin a returns process, please call the team on 01299 212747 or send us an email to lorri@brightair.co.uk containing your original order number, along with your reason for the cancellation. Upon receipt of your request, a member of our team will assign a returns number and send a returns form to be printed and sent alongside your item(s); this allows us to swiftly process your goods when they arrive with us. You, the customer, will be responsible for the safe return of the product(s) to us at your cost, to the address as listed below. Please feel free to use a courier of your choice and take reasonable care to ensure your goods are not damaged prior to the return and in transit, and send them in the packaging and condition they were delivered to you.

PLEASE DO NOT SEND GOODS BACK TO US WITHOUT AUTHORISATION OF THE CANCELLATION OR RETURN FIRST.

CANCELLATIONS FOR BUSINESSES

Consumer cancellation rights do not apply for business-to-business sales. Returns from commercial customers will only be accepted subject to the seller’s written agreement and payment of a restocking fee which is usually 15% of the total transaction will apply. All new and unused products are to be returned at the expense of the customer within the agreed time period.

ITEMS DAMAGED IN TRANSIT

Please contact the team immediately to report any damage on 01299 212747

In the event that a product arrives damaged, simply refuse to accept delivery of the item and it will be delivered back to us to handle and we will swiftly be able to arrange delivery of a replacement. Upon delivery of your order, please check all items. If the opportunity does not arise for you to check the goods prior to acceptance, please sign for the goods with the courier as ‘unchecked’. This will allow any damage to be claimed for if the goods are accepted and then deemed as damaged in transit.

If your goods are damaged in transit, we will ask that you provide sufficient photos of said damage; this will include photos of the item, the internal and external packaging, along with the shipping label. We will begin a claim with the courier and look after this process. In the meantime, please ensure the goods are kept safe and available for collection and we will look after your replacement too. On occasion, we find that the damage can be minimal and only cosmetic; we may discuss offering a small refund back to you, to reflect the damage sustained. Of course, this would not affect your product warranty or statutory rights.

FAULTY PRODUCTS