Terms of Service

These Terms of Service (“Terms”) govern all purchases of StreamHeat water heaters (tankless on-demand, hybrid heat pumps, compact electric tanks), accessories (replacement heating elements, insulation kits, pressure relief valves), and related services (professional installation, maintenance plans) (collectively “Products/Services”) from StreamHeat Solutions Inc. (“Company,” “we,” “us”). By placing an order via our website, authorized dealers, or customer support channels, you (“Customer,” “you”) agree to these Terms, our Privacy Policy, and all product-specific guidelines (e.g., safety manuals, installation checklists) provided at the time of purchase.
1. Order Acceptance & Modifications
Your order constitutes a request to purchase Products/Services, not a binding contract. We reserve the right to accept, reject, or adjust orders if: (a) Products are out of stock (due to high demand for ENERGY STAR®-certified hybrid models or supply chain delays for stainless steel components); (b) Product details contain errors (e.g., misstated energy efficiency ratings, incorrect voltage compatibility); or (c) your location requires additional compliance (e.g., regional plumbing codes that exclude certain tankless models). A binding contract is formed only when we issue a written order confirmation (email or physical document) that includes item specs, total cost (taxes, shipping, and service fees), delivery/installation timelines, and any required deposits.
Post-confirmation modifications (e.g., upgrading from a compact 10-gallon tank to a 20-gallon unit, adding a 3-year maintenance plan) must be submitted in writing within 24 hours. We will confirm feasibility and any cost/timeline adjustments (e.g.,
250 for model upgrades, 5–7 business days for installation rescheduling). For bulk/commercial orders (5+ units for hotels, cafes, or multi-family buildings), modifications are prohibited once production or shipment begins (typically 3 business days post-confirmation); cancellations will result in forfeiture of the 25% non-refundable deposit.
2. Product Specifications & Safety Compliance
All StreamHeat water heaters meet global safety and efficiency standards: UL 174 (U.S. electrical safety), EN 12897 (EU thermal performance), and AS/NZS 3498 (Australia). Product pages and included manuals clearly list key specs: voltage (110V–120V for U.S. models, 220V–240V for EU/AU), energy efficiency ratio (EER), maximum flow rate (for tankless models), and dimensions (for space compatibility). Minor cosmetic variations (e.g., subtle differences in stainless steel finishes, slight texturing on control panels) are normal and do not qualify as defects.
You are responsible for: (a) Ensuring the product is installed by a licensed plumber/electrician (DIY installation voids warranties and may violate local codes); (b) Using only StreamHeat-approved accessories (non-approved parts may cause overheating, leaks, or system failure); (c) Following maintenance guidelines (e.g., flushing tankless models annually to prevent mineral buildup). We are not liable for property damage (e.g., water leaks from improper installation), injuries, or product failure caused by non-compliance with safety rules.
3. Payment Terms
  • Methods: We accept major credit cards (Visa, Mastercard, American Express), debit cards, PayPal, and bank transfers (for commercial orders over $1,000).
  • Deposits: A 25% non-refundable deposit is required for bulk/commercial orders and custom installations; standard in-stock products require full payment at checkout.
  • Pricing: All prices are listed in U.S. dollars (USD) for U.S. orders, euros (EUR) for EU orders, and Australian dollars (AUD) for AU orders. Prices include applicable sales tax (except for international orders, where customs duties, import taxes, and brokerage fees are your responsibility). Quotes are valid for 10 days; prices may adjust due to material cost increases (e.g., stainless steel, insulation) or regulatory changes (e.g., new energy standards).
  • Late Payments: For commercial orders with payment plans (net-60 terms), unpaid balances incur a 2.5% monthly late fee. We may delay delivery or cancel orders (forfeiting deposits) if payment is 15+ days overdue.
4. Shipping & Installation
  • Domestic Shipping (U.S./EU/AU): Free standard shipping (5–7 business days) for orders over
    500 incur a
    80 fee (based on model weight: e.g.,
    80 for hybrid pumps). White-glove delivery (including curbside drop-off and unboxing) is available for an additional $100.
  • International Shipping: Available to select countries (Canada, UK, Japan) with fees ranging from
    200. Delivery times (10–14 business days) are subject to customs delays (we are not liable for hold-ups).
  • Installation: Professional installation (by StreamHeat-partnered technicians) is optional but recommended; fees start at
    300 (for tankless/hybrid models). We guarantee installation quality for 1 year (covers leaks or faulty connections from our technicians).
5. Warranties & Returns
  • Warranties: All StreamHeat models include a limited warranty: 5 years for compact electric tanks, 8 years for tankless on-demand units, and 10 years for hybrid heat pumps (covers defects in materials/workmanship). Extended warranties (15-year for hybrid models) are available for purchase at checkout. The warranty does not cover: (a) Wear from normal use (e.g., mineral deposits on heating elements); (b) Damage from natural disasters (e.g., floods, power surges); (c) Repairs by non-StreamHeat technicians.
  • Returns: Standard in-stock products (unused, in original packaging, unopened) may be returned within 30 days for a full refund (minus shipping/installation fees). Installed or used products are non-returnable unless defective (verified by our technical team), in which case we will replace the unit or issue a pro-rated refund. Return shipping costs are your responsibility (except for defective items, where we provide a prepaid label).