Cancellations & your rights

You can download HEG’s fillable cancellation form, complete it and send it to us. Using the form is optional: another clear statement that you want to cancel can also be valid.

For a written notice, email hello@hegrenewables.co.uk or write to Home Energy Group Ltd, 34 Bracken Bank Crescent, Keighley BD22 7AX. You can also call us on 01535 210050. Please keep evidence of when you sent or gave your notice.

For consumer contracts where statutory cancellation rights apply, the relevant period and when it starts depend on the type of contract and whether it covers goods, services or both. HEG’s terms explain that the applicable project information identifies the rule that applies to your order, and that a longer or more favourable legal or consumer-code right takes priority.

For example, HEG’s terms refer to a 14-day period in applicable circumstances. Giving or sending a clear cancellation notice before the relevant period ends is sufficient. Starting work or procuring goods does not itself shorten a goods-delivery-based cancellation period.

For a RECC-covered installation, HEG’s terms provide additional protection where a technical survey and risk assessment show that a site is unsuitable, or where the system can only be installed in an amended form or position that the customer does not accept. In those circumstances, the terms provide for cancellation and a full refund of deposits and advance payments where required by the Code.

HEG will explain material survey or design changes in writing. You are not required to accept a material substitution or an amended specification simply because it has been proposed.

Where a refund is due following cancellation, HEG’s terms say it will be made without undue delay and normally within 14 days after HEG is informed, subject to the statutory rules that apply. The original payment method is used unless you agree otherwise, and no refund fee is charged.

If goods have been delivered or work has started, we will explain the practical next steps. Fixed electrical or heating equipment must be handled safely; you will not be expected to dismantle it yourself. If you expressly asked for services to start early after receiving the necessary information, a lawful, proportionate charge for services actually provided may apply.

You can still ask to cancel in writing after the applicable cancellation period. HEG will confirm the practical and financial consequences. Any charge is assessed individually on actual, reasonable loss; HEG’s terms do not apply an automatic percentage cancellation penalty.

Depending on the project, this can include properly supplied work, bespoke design, project-specific items that cannot reasonably be reused, delivery or collection, scaffolding, access, permits or other unavoidable commitments. HEG’s terms require reasonable steps to reduce any loss and an itemised explanation of a proposed cancellation charge.

If you are unsure which right or route applies to your project, contact HEG and we will explain the information held for your order. If your concern is about our service rather than cancellation, please use our Complaints Procedure.