Welltherm terms and conditions

1. Definitions and starting points

In these terms, trader means HeatXL infrarood verwarming, the business providing information and offers about Welltherm products through Welltherm.nl. Consumer means a natural person purchasing for private use and not acting for a business or profession. A business customer instead purchases in the course of a business or profession. Provisions expressly describing consumer rights apply to consumers.

A distance contract is a contract concluded within an organised sales process exclusively using remote communication until the contract is formed. Examples include a website and email. A request for information or a quotation without obligation is not itself an order. A contract may arise only when an offer is accepted under its stated conditions.

Cooling-off period means the period during which a consumer may withdraw from an eligible contract without giving a reason. Right of withdrawal means the right to end that contract during this period. A day means a calendar day unless working days are expressly stated. A durable medium is a means of retaining information for later use and reading it unchanged, such as a saved email or PDF.

A continuing transaction concerns a contract for successive deliveries of products or services over an agreed period. Model form means the form a consumer can use to notify withdrawal; another unambiguous statement is also possible. Terms and conditions means the arrangements on this page. Product means the Welltherm panel, controls, accessory or other agreed supply described in the contract.

2. Trader details

The trader is HeatXL infrarood verwarming, located at Spoorstraat 7, 4702 VV Roosendaal, Netherlands. Contact us by telephone on 0165 – 714107 or by email at info@heatxl.com. The Chamber of Commerce number is 20131468. The VAT identification number is NL817935526B01. Welltherm.nl is the website for information and enquiries about the Welltherm range.

These terms concern contracts where HeatXL is your seller. If buying from an independent Welltherm dealer, its quotation or invoice identifies the business contracting with you. That seller handles the order under the applicable arrangements. We are happy to help find the correct contact. The Roosendaal office is not a publicly accessible showroom; consult the dealer locator for opportunities to see products.

3. When these terms apply

These terms apply to the trader’s offers and distance contracts between the trader and consumers. Business deliveries may have additional or separate arrangements in a quotation. We make applicable terms available before a contract. For an electronic contract, you must be able to save them accessibly so the arrangements remain available later.

If prior availability is not reasonably possible, we explain before contracting where the terms can be inspected and that we send them free of charge on request. For electronic contracts, we indicate where the terms are digitally available and how to obtain a free copy. Retain them with the quotation, order confirmation and invoice for your purchase.

If particular product or service terms apply alongside these terms, we also provide them beforehand. In a conflict, a consumer may rely on the most favourable applicable provision. If a provision is invalid or voidable, remaining arrangements continue. A valid arrangement is sought for the invalid part, approaching the original intention as closely as possible while respecting mandatory law.

Matters not expressly covered are assessed according to the intention of these terms and applicable legislation. Unclear provisions are interpreted in that same context. No provision is intended to exclude statutory consumer rights. The quotation and applicable product information clarify the offer accepted and its versions, quantities and any services.

4. The content of an offer

An offer describes products and services accurately enough to allow an informed choice. This includes version, dimensions, output, installation method and included accessories. We state any limited validity, special condition or different delivery arrangement with the offer. A quotation without obligation may be modified while no contract has yet been formed.

Images help assess the version. Screen colour representation may differ from the physical product. For a specific colour or personalised version, confirming the specification in writing beforehand is advisable. Obvious errors or evident mistakes in an offer do not bind us. This does not automatically make a contractual specification optional.

The offer states the price including applicable taxes for consumers and any additional costs. We also explain how a contract is formed, required actions, payment and delivery and whether withdrawal rights apply. For custom work, we disclose an applicable exception before ordering. You receive advance information about offer validity and associated availability.

Where applicable, the offer provides information about remote communication costs above the usual tariff, how to check and correct entered details and how to retain and retrieve the contract. We also identify any other contract languages, applicable codes of conduct and minimum term for recurring deliveries. If unclear, request clarification before confirming an order.

5. Forming the contract

A contract arises when the consumer accepts the offer and meets its conditions, subject to availability and the checks described below. For electronic acceptance, we confirm receipt electronically as soon as possible. Until receipt is confirmed, the consumer may terminate the contract. The confirmation describes the order and applicable next steps.

We take appropriate technical and organisational security measures for electronic data transmission. When electronic payment is offered, we provide appropriate protection within our responsibility. Within statutory limits, we may assess whether an order can responsibly be performed and payment obligations met. For good reasons, we may refuse an enquiry with reasons or propose additional performance conditions.

At delivery, the consumer receives relevant complaint contact details, warranty and service information and an explanation of withdrawal rights or the applicable exception on paper or a durable medium. We also provide necessary offer information not previously supplied. For a contract exceeding one year or indefinite duration, we explain termination.

For recurring deliveries, this information generally needs to accompany only the first delivery. Contracts are entered into subject to the condition precedent that the relevant products are sufficiently available. We communicate about an unavailable version and discuss alternatives. An alternative is not treated as an equivalent order without consultation. Check the order confirmation and report discrepancies as soon as possible.

6. Cooling-off period and withdrawal

For an eligible distance purchase, a consumer has fourteen days to withdraw without giving a reason. For products, this begins the day after receipt by the consumer or a previously designated third party other than the carrier. For a service contract, the cooling-off period begins when the contract is concluded, subject to applicable statutory exceptions.

During the cooling-off period, you may inspect and assess a product as in a shop. Handle the panel, accessories and packaging carefully. Do not use or install it beyond what is necessary for assessment. Return all supplied components and, where reasonably possible, the product in its original condition and packaging. Our instructions support safe and clear handling.

Notify withdrawal within fourteen days through an unambiguous statement, such as an email or model form. A reason is not required. After notification, you have another fourteen days to return the product. Retain proof of dispatch and correspondence to show timely return. For a service, return or termination instructions follow from the offer and relevant statutory rules.

If you want a service to start during the cooling-off period, we agree separate arrangements where legally required. Consequences for payment and withdrawal are clarified before performance. Requesting advice does not automatically mean waiving a consumer right. Without timely withdrawal, the purchase remains in effect without affecting rights relating to a defective product.

7. Return costs and refunds

For ordinary withdrawal, direct return costs are borne by the consumer if disclosed beforehand. We refund received amounts, including standard outward delivery costs for full withdrawal, as soon as possible and within fourteen days after withdrawal notification. Extra costs for a more expensive delivery method personally chosen need not be refunded.

We may wait to refund until the product is returned or you show proof of return, whichever happens first. Refunds use the same payment method unless you expressly agree to another method without extra costs. A defective or incorrectly supplied product is handled separately; cost rules for a return because of a changed choice do not automatically apply.

Handling beyond what is necessary to establish nature, characteristics and functioning may reduce the product’s value. Such demonstrable diminished value may be charged to the consumer. If legally required withdrawal information was not supplied in time, the consumer is not liable for that diminished value. Missing original packaging does not automatically end a valid withdrawal right.

8. Statutory exceptions

An exception to withdrawal applies only where legally permitted and clearly communicated to the consumer before contracting. For the Welltherm range, this may matter for genuinely personalised products, such as a personalised photo print or panel specifically produced on request. Choosing solely from standard stock does not automatically make a product custom-made.

Statutory exceptions may also concern rapidly perishable goods, products with financial-market prices beyond control, individual newspapers or magazines and certain sealed software, audio or video recordings after unsealing. Exceptions also exist for sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. These examples matter only when such a product is actually offered.

Some services have separate exceptions, such as specifically dated leisure, accommodation or transport services. For fully performed services, withdrawal may lapse only under statutory conditions, including required prior agreement and acknowledgement. The precise applicable exception is stated in the offer. Absence of withdrawal rights for custom work does not remove rights concerning defects or delivery not conforming to the contract.

9. Prices and changes

During an offer’s stated validity, we do not change the product price except for changes resulting from VAT rates. Where a price depends on financial-market fluctuations beyond our control, we disclose this and clarify when a price is indicative only. Consumer prices include VAT; the quotation identifies any other costs.

Within three months after contracting, price increases are possible only where statutory regulations or provisions require them. After three months, an increase is possible only if agreed and resulting from statutory rules, or if the consumer may terminate from its effective date. Obvious printing and typesetting errors are corrected. If unsure about a price, contact us before ordering.

10. Conformity and warranty

A product or service must conform to the contract, supplied specifications, reasonable expectations of quality and usability and statutory requirements applicable when contracting. A special application is included when expressly agreed. Statutory rights have no universal fixed expiry date for every product; reasonable expectations depend partly on its nature and normal use.

An additional manufacturer’s or importer’s warranty does not limit statutory rights against the seller. Such additional warranty terms are in product documentation. Report a discovered defect or incorrect delivery as soon as possible; for consumers, notification within two months of discovery is timely. Include product name, proof of purchase and a clear description. You need not perform repairs yourself without consultation.

Damage from incorrect use, connection, careless installation, unauthorised modifications or external events is not inherently covered by warranty. Nevertheless, the cause and statutory rights must be considered: an exclusion does not automatically remove an existing right. If a supplied product does not conform, we seek a legally appropriate solution such as repair or replacement and, where applicable, price reduction or termination.

11. Delivery and performance

We handle orders and enquiries carefully. The agreed delivery address is the place of delivery. Accepted orders are performed promptly, generally within thirty days unless another period is agreed with the consumer. Special versions may have a different production time. We clarify this before you confirm the order.

For delay or impossible or partial delivery, we inform the consumer within thirty days after ordering. Where statutory conditions are met, the consumer may terminate without costs. An indicative schedule does not remove those rights. After valid termination, we refund received amounts as soon as possible and within fourteen days.

If the ordered product is unavailable, we may propose an alternative. We clearly state by delivery at the latest when a replacement item is supplied. Replacement does not exclude withdrawal; we bear return costs for such a return. Risk of damage or loss remains with the trader until receipt by the consumer or designated recipient, subject to legally permitted exceptions.

12. Recurring contracts

A contract of indefinite duration with regular deliveries may be terminated by the consumer under agreed rules with no more than one month’s notice. A fixed-term contract may be terminated at its end, also with no more than one month’s notice. Giving notice must be possible at any time and at least through the same method as entering the contract.

A fixed term must not simply be renewed tacitly for a new fixed term. The statutory exception for certain newspaper and magazine subscriptions remains applicable where relevant. Renewal for indefinite duration is allowed only where the consumer can then terminate with no more than one month’s notice, or the specific statutory period for less frequent periodical publications.

A trial or introductory subscription for periodical publications ends automatically after the trial and is not continued tacitly. For a contract longer than one year, the consumer may generally terminate after one year with no more than one month’s notice unless reasonableness and fairness oppose this. A one-off Welltherm panel purchase is not a subscription; recurring services must be agreed separately.

13. Payment

Unless otherwise agreed, amounts due are paid within seven working days after the cooling-off period referred to in article 6 begins. For services, this period starts after the consumer receives contract confirmation. Other payment arrangements may be clearly stated in the quotation or order confirmation and remain within applicable statutory limits.

The consumer reports errors in supplied payment details without undue delay. Check an invoice received and use the correct transfer reference. For late payment, only previously disclosed and legally permitted costs may be charged, observing any required reminders. A quotation request without obligation does not itself create a payment obligation.

14. Submitting a complaint

We have a complaints procedure and handle reports carefully. Describe a contractual complaint fully and clearly, preferably reporting immediately after discovery. For a consumer, notification within two months of discovery is timely. Send the order or invoice number, product details and photos where needed so we can assess the situation.

We respond within fourteen days of receipt. If further investigation is needed, you receive an acknowledgement within that period with an indication of a substantive response. A complaint does not automatically suspend obligations; statutory suspension rights and written arrangements remain. For a justified complaint, we provide an appropriate solution, including free repair or replacement where applicable.

Contact your seller first so it can handle the problem. If a solution cannot be reached, the competent court and applicable statutory options remain available. The former European ODR platform is closed and no longer a route for new complaints. We do not promise membership of a dispute committee unless expressly confirmed.

15. Applicable law

Dutch law applies to contracts covered by these terms. The United Nations Convention on Contracts for the International Sale of Goods is excluded. Consumers living in another country retain protection of mandatory consumer law applicable under relevant rules. The choice of law is not intended to remove that protection. A dispute is handled by a court competent under the applicable jurisdiction rules.

16. Additional arrangements and retention

Additions or deviations must not disadvantage the consumer where prohibited by law. Record special arrangements in writing or retain them on a durable medium. Examples include a special product version, agreed delivery, additional warranty or project service. Verbal explanation may help, but a saved confirmation allows precise review of what was agreed later.

You can save this page as a PDF using your browser’s print function. Also keep your quotation, order confirmation and invoice available. For questions about applying an agreement, contact HeatXL at info@heatxl.com or 0165 – 714107. Identify the relevant order or quotation so that we can retrieve the correct information and answer your question specifically.

Updated on 12 October 2026 · Welltherm.nl / HeatXL infrared heating