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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.

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Can I open a credit account?

Please complete the Credit Account Form and send to our accounts department.

Can I buy from you if I am a European company but have no EORI number?

No, we will need to have your EORI number in order to trade with you.

Can you guarantee delivery dates on international orders?

We will provide a despatch date at time of order acknowledgement, due to customs we are unable to confirm the arrival date.

Can I become one of your export distribution partners?

If you are interested in becoming a export distributor for Powrmatic please complete the form which can be found here

Do you assist with export documentation and customs clearance?

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.

Do you provide documentation in language other than English?

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.

Does Powrmatic supply equipment to countries outside of the UK?

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.

Exporting Industrial Heating Products Worldwide – Powrmatic

Who should I contact with my question?

The item(s) I have received on my order is not the same as the item(s) on my Quote / Purchase Order

Please email your query over to info@powrmatic.co.uk 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.

I am missing items from my order

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 info@powrmatic.co.uk quoting our sales order number and advising which items are missing.

Can I cancel my order?

Please contact us as soon as possible by calling 01460 53535 or by emailing  info@powrmatic.co.uk. Each case will be assessed to see if cancellation is possible and what charges may be incurred.

I need to make amendments to my order, how much notice do I need to give you?

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.

What is your order cut off time?

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 orders@powrmatic.co.uk.

My order has been received damaged

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 info@powrmatic.co.uk quoting our Sales Order number.

I have received an incorrect item on my order

Please contact us straight away by emailing info@powrmatic.co.uk, 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.

Can I return unwanted / incorrectly ordered items?

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 info@powrmatic.co.uk 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).

Can I get a POD for my delivery?

Yes, please email info@powrmatic.co.uk.

Can I get an ETA for my delivery?

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 info@powrmatic.co.uk or call 01460 53535.

Can I collect my order from you?

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.

What delivery services do you offer?

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.

Do you deliver direct to site?

Yes, please state this on your Purchase Order and provide site contact details (name and telephone number) to ensure a successful delivery.

Can you provide commissioning for my Powrmatic equipment?

Yes, if commissioning was not included on your original purchase order, please contact our Sales team for further information.  They can be contact by email  Sales@powrmatic.co.uk or by telephone on 01460 53535, Option 1.

If commissioning was included on your original purchase order and the unit(s) are now ready to be commissioned, please contact our Warranty team on warranty@powrmatic.co.uk and return the statement of completion.

Do I need to return faulty parts?

Yes, if Powrmatic has supplied you with a replacement part under the warranty, we require the faulty item to be returned to us within 7 days.  Instructions on how to return the faulty item are included with the replacement item. 

To return a warranty parcel below 4kg, 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.

To return a warranty parcel over 4kg please contact our Customer Service team by completing the form on our website Heating Repairs Warranty – Powrmatic – Trade Warranty – Parts & Repairs.

If my heater is installed above floor level, will the engineer bring access equipment?

No, if the heater is installed above 3.5 metres from floor level, access equipment will be required for the engineer, and this will need to be provided by the site.  Access equipment is not covered under the warranty (apart from Radiant products).

How much will it cost to repair my Powrmatic product?

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 would be chargeable. 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.

Finally, if your product is not under a heating repairs warranty or the fault is not covered under the terms and conditions of this warranty, the repair will be chargeable. Cost would be dependent on the fault.

What information is needed to book a repair of my Powrmatic product?

There are two pieces of important information that you need to have available in order to book a repair for your appliance, which are both located on the rating plate :

The model number and the serial 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.

If my Powrmatic product is outside of its warranty period who can help me with a repair/service?

If your product is outside of the warranty period we have various Gas Safe and OFTEC approved contractors who can assist with a repair/service.  Click here for more information Service & Repair – Powrmatic

Can I just get a local contractor to repair my Powrmatic product?

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.

Where is my engineer coming from?

Powrmatic works with a team of trained and qualified engineers based around the country who can provide help and assistance for your Powrmatic product. When you book a repair either online or over the phone, our team will send or recommend a locally based engineer to your location, who has been trained by Powrmatic.

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. 

What spares are used to repair my Powrmatic product under warranty?

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.

I have a faulty item, what do I do?

If you have a faulty item please contact our Warranty department by completing the form at Heating Repairs Warranty – Powrmatic – Trade Warranty – Parts & Repairs

How long is my warranty?

The length of your Powrmatic warranty depends on the unit supplied. Please refer to page 2 of the manual.

All Powrmatic cabinet, radiant and unit heaters are supplied with a 12 month labour, 24 month parts and 10 year heat exchanger sliding scale warranty. Products including air conditioning, boilers and destratification fans are supplied with 12 months parts only warranty.  

Where can I find my warranty certificate/details of my warranty?

You can find your warranty certificate/details of my warranty on page 2 of your Powrmatic Product Manual

When does the warranty of my Powrmatic Warm Air Heater start?

The warranty of your Powrmatic Warm Air Heater starts on the date your heater is commissioned.

How do I register my heater for warranty?

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 warranty@powrmatic.co.uk.

It is important that the warranty is registered within 30 days of installation.