Frequently Asked Questions - All FAQs

Please select your question category

How is my order delivered.

All orders for fitting are delivered by our mobile engineer on the day of fitting arranged.

For kit only sales, all orders are normally dispatched within 1 working day.  Parts & accessories are sent via Royal Mail 1st class signed for, Heaters are dispatched via ParcelForce 24 on a signed for trackable service.

Delivery can take 1-14 days during busy periods, this is out with our control. In most cases both 1st class mail and ParcelForce deliveries arrive the next day.

Your tracking number will be advised on dispatch both to your mobile number by txt and also your registered email address used on order.

All you need to know about what payments we accept.

All online orders are securely processed by PayPal. This offers our customers an added layer of security and buyer protection.

You do NOT need a PayPal account to use this service, they can process your credit/ debit card.

If you prefer, you can call our office on 01555 728515 during advertised opening hours. 

Need to contact us, find your answer here.

We can be contacted via our 'Contact Us' page or you can call us on 01555 728515 Mon - Fri 10am - 6pm, Sat 10am - 1pm. Closed Sunday.

Yes you can. 

If you would like to make an appointment to visit us, please telephone 01555 728515

We are located in Dumfries. 

We offer a fully mobile installation and repair service throughout our service area and 99% of our work is carried out this way.

Lets get your issue resolved.

Firstly, we are sorry that something has not lived up to your expectations.

To resolve the issue quickly for you, can you please call our team on 01555 728515.

We will do our utmost to resolve any issue you may have as quickly and efficiently as possible.

100% client care is our aim at all times

Warranty information.


Fully installed by our engineers:-


View / Download full document here. Warranty Policy

As per our warranty policy, any repairs / service required the vehicle needs to be brought to an approved service agent or our service centre.

Want to know more about the origin of our heaters, this will help.

The Chinese conundrum.

Are our heaters manufactured in China? 

Yes they are along with almost all the electrical goods in your home. From your Apple IPhone, your Sony TV, your kettle plus many many more.

Imagine walking in to Currys / PC World, look around at the amazing products. Now imagine walking in to the same store without all the products manufactured in China!

Are they the same as the ones retailing on Ebay? No they are not, not that there is actually anything wrong with some of the Ebay units on the market.


We order our exclusive units from a recognised manufacturer. We have strict quality requirements and procedures in place to monitor this, our heater units also contain our own software.

We import them via the proper channels, paying the appropriate UK importation/ taxation charges.

More importantly, we offer a full 2 years warranty on our products with local on the ground support and service should the need arise. We also offer an ongoing maintenance contract for subsequent years coverage.

The whole question of China has been generated by a very small number of retailers/ suppliers of alternative heaters here in the UK.  The one that seems to be most vocal appears to be 'Planar UK' Funny that, given that only a few years ago they were the ones branded cheap copies of another large brand

A relevant question to the slayers of chinese product in particular diesel heaters, just where are ALL the components of your heaters manufactured?

Yes they may be assembled in Russia, Germany etc, but that does not include where the component parts were actually made!

Here at ACLS, we could import the component parts of our units and assemble here in the UK, hey presto we have a UK manufactured heater!


Why are our heaters so cheap? Yes we do get asked this, but it might be better to ask the others why are your units so expensive! 

We know our costings, we know our profit levels and as a family run business are happy with that.

What we offer is a fantastic product at a reasonable / affordable price with local engineers and support staff to ensure our clients are 100% happy.