Welcome to our FAQs! We understand that you may have questions and concerns, so we’re here to provide you with the answers you need. Below, you’ll find a curated list of commonly asked questions to help guide you through your experience with our website. Whether you have inquiries about our products, services, shipping, returns, or any other aspect of our business, this section aims to address them all.
The LX15-25kW is 80mm dia, LX30-50 is Ø100mm and LX60-140 is Ø130mm flue.
Please complete the Credit Account Form and send to our accounts department.
No, we will need to have your EORI number in order to trade with you.
We will provide a despatch date at time of order acknowledgement, due to customs we are unable to confirm the arrival date.
If you are interested in becoming a export distributor for Powrmatic please complete the form which can be found here.
We will supply documentation according to the terms of trade and your requirements. Please specify your requirements when requesting a quotation and we can discuss the options. We normally supply goods on incoterms: EXW, DAP and DAP cleared.
What currencies do you accept for payment?
Pounds Sterling and Euros.
Yes, we have a copy of our overview brochure on our website in both French and German. To locate these click on brochure.
Product manuals can be provided in a selection of languages. Please let us know your requirement and we can confirm if this is possible.
Yes, our products have been installed in many countries across the world. We have distribution partners located globally that can assist you within their region. Alternatively, contact our Sales team and they will be happy to help. Click here for more information.
Please email your query over to [email protected] stating our sales order number, along with photos of the goods received. If this is an administrative error, we will raise a new order for the correct part as per your quote/ purchase order. We will also raise a return, provide you with a returns authorisation number and arrange collection of the incorrect item(s). On receipt of the goods, we will issue a full credit.
Shortages or loss of goods must be notified to us within three days of receipt. Please contact us as soon as possible so that we can investigate. Email [email protected] quoting our sales order number and advising which items are missing.
Please contact us as soon as possible by calling 01460 53535 or by emailing [email protected]. Each case will be assessed to see if cancellation is possible and what charges may be incurred.
Please contact us as soon as possible if you wish to make an amendment to an order. We would suggest calling us on 01460 53535, in the first instance, to find out the status of the order. We may ask you to send us a confirmation of the changes by email and, if necessary, send a revised purchase order.
For next-day spares orders, our cut off time for next day delivery is Monday-Thursday 11am and Friday 10am. Please send any new orders to [email protected].
Orders damaged in transit must be notified to us immediately. If the damage is evident on delivery please refuse delivery and contact us on 01460 53535. Do not sign as “unchecked” as we will not consider any claim if you do so. If the damage is discovered after the order has been received and unwrapped, please contact us straightaway and email photos of the damage so that we can investigate as quickly as possible. Please email [email protected] quoting our Sales Order number.
Please contact us straight away by emailing [email protected], including our Sales Order number and pictures of the items that you have received. We will then investigate, as quickly as possible, and let you know how we are going to correct this error.
Yes, we can accept some items back within 30 days of delivery, for credit, less our 25% restocking charge. You will need to arrange and pay for the return carriage and the credit will be subject to items being received by us as unused, uninstalled, in as new condition with all packaging and labelling intact.
Please email [email protected] requesting a returns authorisation number from us, quoting our Sales Order number that the returns relate to, and confirm that you accept our 25% restocking charge.
Please note that we do not accept back the return of flue or bespoke (non standard) products.
We cannot accept returns without prior agreement and a RAN (Returns Authorisation Number).
Yes, please email [email protected].
Parcel deliveries which are sent with a carrier, such as DPD, provide notifications by email and text message.
For pallet deliveries, ETAs can usually be provided on the morning of delivery. Please contact [email protected] or call 01460 53535.
Yes, orders can be collected from us. Please state this on your Purchase Order and we will contact you for further information should we require it. Please quote our Sales Order number when collecting.
The opening times for our warehouse are Monday to Thursday 8:00 am to 4:00 pm and 08:00 am to 12 noon on a Friday.
For spares orders (parcels), we offer a next day delivery service, next day before 12:00 and next day before 10.30. Please contact us for pricing. Please refer to our delivery cut off times for ordering. Pallet orders are usually sent out on an Economy 48hr service, with orders being despatched from us 48 – 72 hrs prior to delivery.
Yes, please state this on your Purchase Order and provide site contact details (name and telephone number) to ensure a successful delivery.
Yes! If commissioning wasn’t included in your original purchase order, no problem! We’re here to help. Just contact our friendly Sales team for any information you might need. You can email them at [email protected] or give them a call on 01460 53535, Option 1. If commissioning was part of your order and your unit(s) are ready, please get in touch with our Warranty team at [email protected] and submit the statement of completion and we will be happy to help.
Absolutely! At Powrmatic, we’re always looking for ways to improve our products and services, that involves investigating faulty parts that were replaced under warranty. Along with your replacement parts, you will have received a coloured slip that provides details on how to send back the faulty item.
The YELLOW slip is for parcel returns using our freepost address. Pack the item securely in the packing used to delivery the new item. Ensure the parcel has Freepost POWRMATIC RETURNS printed on the outside. Note the company name must be in uppercase. Drop it off at your local post office or put it in a post box if it will fit.
The GREEN slip is for palleted collections. Please contact our Customer Service team by completing the form on our website Heating Repairs Warranty – Powrmatic – Trade Warranty – Parts & Repairs.
To keep everything running smoothly, we kindly ask that you return the faulty item to us within 7 days. Don’t worry if you have any questions—we also sent an email before dispatching the warranty parts explaining the process, you can find all the details online at Heating Repairs Warranty – Powrmatic – Trade Warranty – Parts & Repairs and you can always reach out to us at [email protected] for any additional assistance you might need!
Our engineers can typically access heaters installed at a height of 3.5 meters or lower using their own ladders. However, if your heaters are above 3.5 meters, the necessary access equipment will need to be arranged by the client for any warranty visits, as this falls outside our standard terms and conditions with the exception of radiant products
If you are requesting a warranty visit, be sure to mention the height the heater is mounted from the floor and if access equipment is available on site.
We will need all the information below before we can process your claim.
The serial number of the heater
The fault description
The height the heater is from the floor
Site address (Including post cosde)
Site contact number
Site opening time
Your name and number
The product commissioning sheet should have been returned to Powrmatic when the product was installed, if for some reason this has not been received, Powrmatic would need a copy to ensure the product has been installed by a competent and qualified engineer.
Annual servicing records for each year after commissioning. (heat exchanger warranty claims only)
Picture of the damaged to the heat exchanger. (heat exchanger warranty claims only)
Once we have this information, we can confirm the warranty status of your heater and get everything arranged for you.
If your heater is outside the warranty period, and you need an engineer please click the link below to find one of our approved service partners.
If your product is under the first year Manufacturer’s Warranty and your fault is covered under the terms and conditions of this warranty, your repair will be free of charge.
If your product is under the second year Manufacturer’s Warranty any parts requiring replacement would be free of charge, the labour is not covered.
If your product is under the 10 year sliding scale warranty on the heat exchanger a reduced charge for the replacement heat exchanger can be given, labour to install the heat exchanger would be chargeable.
If your heater is outside the warranty period, and you need an engineer please click the link below to find one of our approved service partners.
If your product is still under manufacturer’s warranty a repair needs to be carried out by a Powrmatic approved warranty contractor, all warranty bookings will need to go through our warranty department.
Powrmatic works with a team of in house trained and qualified engineers based around the country who can provide help and assistance for your Powrmatic product. When a warranty repair is arranged our team will send a locally based engineer to your location.
These service partners are all Gas Safe/OFTEC qualified and Powrmatic trained. They have a wealth of knowledge and experience on a variety of our products as well as the full back-up of our technical team.
Powrmatic engineers only use original spare parts, not copies or second-hand spare parts. To ensure a successful repair in the quickest time possible, our engineers carry most of the commonly used parts on their vans.
Please contact our technical team prior to initiating a warranty claim, very often they can resolve the issue very quickly with some helpful guidance.
The quickest way to log a warranty claim is to use our online form, please use this link:
https://www.powrmatic.ie/warranty/
You can also send an email to [email protected]
All Powrmatic heaters are covered by a 12 month labour warranty and 24 months parts warranty, as detailed on page 2 of the user manual. To determine if your heater is within the warranty period, please check both the serial number and the commissioning sheet. The warranty begins from the date of commissioning, the heater must be commissioned within 4 weeks of installation.
You will need this information when you contact us requesting a warranty engineer or any warranty parts.
Spare parts are covered by 12 months warranty from the date of delivery. When contacting us please provide either your purchase order number or our sales order number to confirm the warranty status so we can help you as quickly as possible.
You can find your warranty certificate/details of my warranty on page 2 of your Powrmatic Product Manual, this is typically left with the heater or the person responsible for the site maintenance of the site where the heater is located.
The warranty of your Powrmatic Warm Air Heater starts on the date your heater is commissioned.
If you are a registered Gas Safe Engineer and a member of our Trade Club the commissioning record can be completed online here Online Heater Commissioning – Commission a Powrmatic Heater. Alternatively, you can email a copy of the commissioning sheet to [email protected].
It is important that the warranty is registered within 30 days of installation.
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