Returns & Refunds Policy

1. Digital Introduction Service

HeatPumpsAndSolar.co.uk (a trading style of Hello Leads Ltd) provides a free digital introduction service for homeowners. As such, no financial transactions for goods or services occur directly on this website.

2. Your Right to Cancel

In accordance with UK consumer law, you have the right to withdraw from our digital introduction service at any time. If you have submitted an enquiry and no longer wish to be matched with installers, please contact us at [email protected].

We will immediately cease processing your personal data for the purposes of matching you with installers, subject to our Privacy Policy.

3. Hardware & Installation Returns

Because Hello Leads Ltd does not manufacture, sell, or install renewable energy hardware, we cannot process returns or refunds for physical products such as solar panels, heat pumps, or batteries.

Any hardware-related returns, financial refunds for installation work, or claims regarding product defects are subject to the specific, legally binding contract you signed directly with your chosen MCS-certified installer.

4. Warranties and Performance Claims

Long-term performance warranties (e.g., 25-year solar panel performance warranties) and workmanship guarantees are the legal responsibility of the manufacturer and the independent installer, respectively.

If you have a dispute regarding the performance or quality of an installation, you must contact the installer directly. All MCS-certified installers are required to have a formal complaints procedure and are typically members of a consumer protection scheme (such as HIES or RECC).

5. Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation in relation to your contract with the final installer.

Contact Us

If you have any questions regarding your rights or our role in the process, please contact us: