FAQs

Website
Website
Orders
Orders
Delivery
Delivery
Returns
Returns
Finding Your Part
How do I find my part?
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Finding your part has never been easier!

Customize your search below:

  • Type in the brand name and model number of your unit
  • Select the product type and range series
  • Already know the part number you need?  Type it in straight away!

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The part I need isn't on reznor.co.uk, what should I do?
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If the part you need isn’t on reznor.co.uk, please contact us and someone from the customer service team will assist.

Do you supply parts for Benson/Ambirad units?
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We no longer manufacture these units. However, we still supply spares for certain makes/models. Please utilise our parts finder to order your part.

I have a Benson VN/PV unit, I cannot find parts for my heater on reznor.co.uk?
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Please refer to the first two letters of the unit model type when searching by brand.

I want to place an order for a burner or fan tube, but it's telling me to order through the office, what should I do?
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Our burner and fan tubes can be up to 6m long. This requires specialised carriage that needs to be quoted by our transport team. These prices can vary.

Please contact us with you delivery postcode and part number so we can get this quoted for you.

Where can I find technical information on a spare part or unit heater?
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Please visit our Reznor literature library to find installation manuals and product guides.

Accessing Your Account
How do I register for an reznor.co.uk account?
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Registering takes a few minutes to complete. Select the ‘Account’ button and enter your details to register.

How do I log in to the website?
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You must be already registered with reznor.co.uk before you can log in.

If you have not done so already, please register with us.

If you also have a Nortek trade account, you’ll be able to see your personalised prices once logged in. All you need to do is log in with your email address and password.

I have forgotten my password, how do I reset it?
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If you have forgotten your password, click here to reset it.

Please enter the email address associated with the account and you’ll receive an email with a link to reset your password.

I need to change some details on my account, how can I do this?
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Changing your details only takes a few minutes. Ensure you are logged in, select ‘Account’ to view your details, make your changes and select ‘save changes’.

Trade Account
I’m already a Nortek customer, will my prices change?
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By using reznor.co.uk, you’ll receive an additional -5% discount and £9.99 delivery on most items listed on the website, whilst still utilising your Nortek discount.

If you would like your terms to be connected to reznor.co.uk, please contact us

I can only see list prices, why can’t I see my trade prices?
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Firstly, ensure that you are logged in. You cannot see your prices if you aren’t logged in.

Double-check that your trade account is linked to your Nortek terms.

Select the ‘account’ icon, it should have your payment terms highlighted in bold writing.

Our company has multiple branches, can we all have access to reznor.co.uk?
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Yes. We can set up multiple logins for one trade account.

Please contact us  with your company details and the email address of the new reznor.co.uk users.

My Orders
How do I track my order?
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Most of our spares are sent by our courier TNT FedEx.

You can track your shipment by entering your Nortek reference number, which can be seen on the top right-hand side of your invoice, into the box below:

Track my delivery
Put your Nortek Advice Note number here to track your delivery

 

If you cannot see your shipment, or your order was not for spares, contact us and we’ll be able to confirm the status of your order for you.

I cannot track my order
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If you cannot track your order, please use the following trouble shooting tips:

  • Ensure that you have received an order confirmation showing your item as dispatched.
  • Confirm you are entering ‘Advice Note No’ displayed on your dispatch confirmation.
  • Ensure the ‘dispatch method’ says Parcel Post or Spares Next Day

If you still cannot see your shipment, contact us  and we’ll be able to confirm the status of your order.

I didn't receive an e-mail confirmation for my order.
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If you cannot find your order confirmation, please see our trouble shooting tips below:

  • Please check your junk mail to see if the email was flagged as spam.
  • Paying via card? Double check that the payment has gone through.
  • Check to see if this has been sent to the email address on your reznor.co.uk account if it differs from your usual email address

Still cannot find your order confirmation?

Contact us and someone from the customer service team will assist.

The item I need is out of stock. Can I still order place an order for it?
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Orders can be placed on back order, the lead time will be shown on the product page and you can still add the item to basket.

How do I know that my discount/promo code has been applied?
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If you have a trade account, you should see your personalised prices when you view a product.

When you have a promo code, go to your basket, enter the code and a confirmation should come up.

I need to cancel/change my order.
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If you need to cancel or make changes to your order once processed,  please contact us  as soon as possible so we can update your order on the system.

My order is incorrect
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If you have received the incorrect product, please contact us  within 3 days of the order being dispatched.

Please include your reznor.co.uk order number along with images of what you have received.

If a mistake was made during the ordering process, whether ordered incorrectly, incorrectly supplied or not required, the order needs to be returned within 30 days.

T&C’s apply*

Where can I find my order number?
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Your reznor.co.uk order number will be shown on your confirmation email.

This will be the hashtag reference for example “#12345”

Can I add an item to an existing order?
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If you wish to add an additional item to your order that has already been processed, please contact us

Please contact us as soon as possible as we operate a next working day delivery service.

Can I amend the delivery address on my order?
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If you need to amend your delivery address, please contact us as soon as possible as your order may have already been released to picking for our next day delivery service.
Please call +44 (0) 1384 489700 to speak with someone from the customer service team.

Can I order unit heaters online?
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Yes, using reznor.co.uk you can also purchase our range of unit and cabinet heaters as well as air curtains and radiant units.

Do you offer a installation service for unit heater orders?
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We do not offer an installation service however we can point you in the direction of a preferred supplier who may be able to assist. Please call 01384489700 option 3 to speak with the service team or email [email protected].

I have not received part of my order.
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If your order has been delayed please contact our customer services team so they can investigate the matter.

Please call 01384489700 or [email protected].

How do I know that you have received my order?
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You will receive an order confirmation via email which states “Your reznor.co.uk order has been received!”.

Can I make changes to my order?
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Once your order has been received, you’re unable to make any changes online.

Contact our customer services team to make changes to your order.

Please call 01384489700 or contact us.

Promotional Codes
How do I use a promotional code?
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Simply add your items to the basket then go to your cart, add the coupon code and select ‘Apply Coupon’.

How do I know that my discount/promo code has been applied?
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When you have a promo code, go to your basket, enter the code and the the following should appear “Coupon code applied successfully”.

My promo code isn’t working.
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There could be a few reasons why your code isn’t working.

  • The code may have expired
  • It can only be used on certain products
  • Usage and Min/Max spend restrictions

Please note that promo code Intro5 gives you 5% off your 2nd and 3rd order whereas promo code Intro10 gives you 10% off your first order only.

Can I use more than one promo code?
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Only one promotional code can be used at any single time.

Can I use my promo code in combination with another offer?
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All promotional codes are limited to one use per order unless stated otherwise.

Card Payments
What are my card payment options?
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You can pay securely via Sage Pay using a Maestro, Mastercard, Visa or Visa Debit card.

Do you accept American Express ?
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We are unable to accept American Express card payments.

I need a VAT invoice, where can I get this from?
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VAT invoices are generated when the order is dispatched. If you require a copy of the invoice, please contact us.

I tried to order online but my card isn’t working. What should I do?
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Our Sage Pay is our secure payment system. If the card details don’t exactly match the billing details this may prohibit the payment from going through.

If this happens, please give us a call on +44 (0) 1384 489700 to make a payment over the phone with one of our customer service team.

Is it safe to order online?
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Ordering online is quick, easy and safe

You can either pay securely via Sage Pay or via your Nortek account terms 24/7.

Delivery & Collections
How do I track my order?
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Most of our spares are sent by our courier TNT FedEx.

You can track your shipment by entering our Nortek Advice Note number, which can be seen on the top right-hand side of your dispatch note invoice, into the box below:

Track my delivery
Put your Nortek Advice Note number here to track your delivery

 

If you cannot see your shipment, or your order was not for spares.

Please use the contact form below to message us and we will amend the order for you.

    Do you offer a next-day delivery service?
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    If the spare parts you need are in stock, we can dispatch them for delivery the next working day if ordered before 2pm Monday-Thursday & 1pm on Fridays excluding bank holidays.

    Unit heater lead times will vary depending on the model/make of the appliance.

    How much do you charge for delivery?
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    Delivery is £9.99 for general parts and spares.

    Flue parts –  £35.00

    Unit heaters – carriage is calculated at the basket.

    Bulk/Pallet orders will be calculated at the basket

    Do you deliver direct to site?
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    Yes, we can deliver direct to site. Just select the ‘Ship To A Different Address’ tab and enter the full delivery address and site contact.

    Do you offer timed deliveries?
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    We can offer time deliveries on spare parts.

    Before 12:00pm – £32.85

    Before 9:30am – £72.85

    Please contact us if you require a times delivery

    Do you ship to Northern Ireland?
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    We can only ship to Northern Ireland if your company is based in that region.

    If the company ordering the goods is not based in N.I then we cannot deliver to the province.

    Preferred distributors:

    Sermet for N.I

    Euro Gas for S.I

    Do you ship overseas?
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    We can only ship within the UK from our reznor.co.uk website.

    If you are an export customer, please contact our sales team: [email protected]

    Do you offer a click & collect service?
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    If your item is in stock, you can order it online and collect it from our factory here in Brierley Hill. Please call our customer service team to confirm your collection and we will provide you with your Nortek reference number for your collection reference.

    Collection can be made between Monday – Thursday  9:00am – 4:00pm and Friday 9:00am – 12:00pm (excluding bank holidays).

    Returns
    I ordered a product online, but it’s no longer required, can this be returned?
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    If an item has either been incorrectly supplied or is not required, it can be returned within 30 days from purchase as long as it remains unused, in new condition and with all packaging and labels intact. Please notify us in writing within 3 days of the goods being dispatched.

    Please email [email protected] with the following information:

    • Nortek order number
    • Any other correspondence regarding the quote/order

    Items no longer required will incur a 25% restocking fee and you’ll have to return the goods back to us.

    Due to high handling costs and risk of damage, it is not possible to return Nor Ray Vac, herringbone materials or warm air flue to be returned for credit.

    Please visit our Delivery and Returns page for additional information.

    I ordered an item online, but it arrived damaged/faulty. Can I get a replacement?
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    Any claim for wrong, short, non-delivery or damage must be made in writing within 3 days of the dispatch date. Please email [email protected]  with the following information:

    • Nortek order number
    • Any other correspondence regarding the quote/order
    • Collection address for the item you wish to return

    Depending on the issue at hand, the part will be collected and credited once received.

    In the meantime, please re-order the part required via reznor.co.uk

    Please visit our Delivery and Returns page for additional information.

    Warranty
    I ordered a spare part less than a year ago and its faulty. Can this be returned?
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    Controls and accessories supplied as spares excluding consumables have a 1-year warranty period so they can be returned.

    General spares parts excluding consumables are under 1st and 2nd year warranty.

    Carriage cost & labour for replacement spares are 1st year only.

    Please visit our Delivery and Returns page for additional information.