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 dispatched within 5 working days on a signed for trackable service. (DHL or ParcelForce).

Delivery can take 1-14 days during busy periods.

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

Please note that we cannot accept back for a refund any pressure vessel or any gas part that has been previously fitted, filled or used with gas due to the safety restrictions and courier and post office shipping guidelines for dangerous goods. 

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134, you have the legal right to cancel your order up to 14 calendar days after the day on which you order the goods goods (with the exception of any made to order items or Special orders). You do not need to give us any reason for canceling your contract nor will you have to pay any penalty.

All GasIt orders are classed as Special Orders. This is because we order the items direct from our supplier on receipt of your order. We reserve the right to charge a restocking fee of 20% on all special orders if our supplier will accept a return from us. Failing this authorisation, we cannot accept any returns of special order items.

Everything about fitting.

Once we receive your completed order we will contact you by telephone to arrange a suitable appointment for our mobile engineer to attend and fit your new heater.

Fitting times are normally 10 - 20 days in advance, but this can be shorter, depending on volume of appointments. We do our best to have your unit fitted at the earliest possible time.

The actual heating unit can be installed either within the vehicle which is the normal or underslung (additional cost for bracketing), again depending on your preference. 

Whilst we will endeavour to fit in your preferred location, we cannot guarantee that this will be possible due to specific constraints on your vehicle.  It is not always possible to fit below the drivers seat in a VW T5.

The final installation location is always decided on the day of install, where our engineer can access your vehicle and proceed with your agreement.

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.

 

All the areas we fit in.

  

Our standard fitting service is included in the unit price of our fully fitted kits. This covers mobile fitting for central Scotland, (Area 1) 

Our fitting service is fully mobile - we come to you.

Fitting areas by postcode and charges.

  • AREA 1:   ML, DG, TD, KA, EH, G, FK, KY – Included in advertised kit price.
  • AREA 2:   PA, PH, DD, AB, IV kit price + £35
  • AREA 3:   NE, CA, DH, SR, DL, TS, LA kit price + £50
  • AREA 4:   YO, HG, BD BB, LS PR, FY, HX OL, BL WN kit price+ £65

For all other postcodes, please call us on 01555 662185 for a quote.

Need to contact us, find your answer here.

We can be contacted via our 'Contact Us' page or you can call us on 01555 662185 Mon - Fri 9am - 6pm, Sat 9am - 1pm. Closed Sunday.

Yes you can. 

If you would like to make an appointment to visit us, please telephone 01555 662185

We are located in Lanark. 

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 662185.

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:-

24 months parts and labour.

We also offer an annual maintenance contract to extend your warranty at a cost of £99.99 per year.

In all cases the unit is fully warranted against any manufacturing defects with the exception of the glow plug, which is deemed a consumable part.

* Fuel pump - only applicable to 10L plastic tank installations - if on inspection the internal diaphragm is damaged, a replacement pump would be chargeable.  Tearing of the diaphragm is due to dirty fuel.

View / Download full document here. Warranty Policy

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.

Why?

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.

If your heater is showing an error code, this section will assist.

We have three controllers. What shape is yours?  Follow the correct table of codes.

Please read fully as error codes can be created for a variety of reasons, the two most common, low voltage and lack of fuel can show as different codes, especially low voltage.

WARNING

Call outs for E08 or E10 fuel issues can be chargeable as these can be avoided by ensuring you do not run low on fuel as advised on installation day.

Just like your vehicle, running out of diesel can require that your fuel lines are purged of air to remove any air block.

You can attempt this on your own using the manual pump override detailed in your instruction booklet, however, to do this you will need to monitor the fuel lines and also the fuel filter under the vehicle as over fueling can also cause further issues. Our standard call out fee is from £60 depending in your postcode area, plus time  over 30 mins on site to resolve at £39.00 per hour / part hour.

On restarting it is highly likely that the exhaust will produce thick black/grey smoke until it burns any excess fuel in the combustion chamber / exhaust pipe and silencer. This is normal and will clear in due course if left running.

IMPORTANT : It has been reported a few times that customers have had items placed in their exhaust to block it!  Unit will respond with E10 and fail to start. Please check exhaust / silencer is clear from any blockages.

Diesel additives:-  Please DO NOT add any diesel additives to your vehicle tank if fueling your heater from there.

The additive can cause your heater to flame out and issue a no fuel E08 warning. The effect of this is additional sooting, causing an exhaust blockage.  Service calls discovered with additives will be chargeable as it is not a heater fault.

 

Colour controller 

E00 - NO ERROR

E01 - Under voltage - your battery does not have enough power, please recharge.

E02 - Over voltage - Voltage is over the permitted level, reduce voltage to 12v.

E03 - Glow plug fault. Check leads and replace if necessary. Can be low voltage.

E04 - Fuel pump disconnected. Check lead to fuel pump, check connector is clicked in place. Can be low voltage.

E05 - Overheat. Check air intake is not restricted at rear of heater, check fan is not impeded. Ensure that the installed heat vent is not blocked / restricted. Also check that heating duct has not been crushed, thus  restricting air flow. Callouts for restricted air flow or crushed ducting will be chargeable as follows £60 call out fee plus £39 per hour/ part hour over 30 mins on site. Plus any required replacement parts. 

E06 - Fan motor fault - Normally caused by low voltage.

E07 - Communication between controller and heater broken, check lead and connection plug. Again can be low voltage.

E08 - Low fuel or air in fuel lines - refuel vehicle, check fuel filter is full. Can be low voltage.

E10 - One or more of the above error codes and the unit has been restarted a number of times without success.

Most errors can be self cleared by using the above  table of codes. E08 lack of fuel may need to be restarted a number of times to refill fuel lines. You need to check fuel filter is FULL with NO air lock. After a few failed attempts the heater should ignite and clear errors. Callouts for no fuel will be chargeable.

But I haven’t run out of diesel?

On installation the fuel stand pipe inserted in to your tank is placed approx at 1/4 tank level to ensure heater does not drain your tank. If you allow your fuel to drop below a 1/4 tank it is possible that the fuel lines and fuel filter may back syphon in to the tank as it is below the level of the standpipe. To eradicate this, do not allow your tank to go below 1/4 full. Thus you can run out of fuel without actually being aware that you have.

Low voltage E01 can cause unit to throw numerous error codes as the voltage in your battery is not enough to fully power the unit. You need to ensure your battery is fully charge and healthy at at least 11.8 volts constant.

 

Oval controller

E01 - No power to fuel pump, check connector is seated correctly. Can be low voltage.

E02 - Check glow plug - replace if necessary. Can be low voltage.

E03 - Fan motor disconnected. Can be low voltage.

E05 - Over voltage - reduce voltage to 12.5v

E06 - Under voltage - charge your batteries.

E07 - Controller disconnected - check controller lead and connector is secure. Can be low voltage.

E08 - No fuel. Refill your vehicle. Can be low voltage.

E10 - Repeated attempts to restart with a previous error code.

E12 - Air inlet restricted. Check rear of heater for obstruction(s) Can be low voltage.

Most errors can be self cleared by using the above  table of codes. E08 lack of fuel may need to be restarted a number of times to refill fuel lines. You need to check fuel filter is FULL. After a few failed attempts the heater should ignite and clear errors. Callouts for no fuel will be chargeable.

But I haven’t run out of diesel?

On installation the fuel stand pipe inserted in to your tank is placed approx at 1/4 tank level to ensure heater does not drain your tank. If you allow your fuel to drop below a 1/4 tank it is possible that the fuel lines and fuel filter may back syphon in to the tank as it is below the level of the standpipe. To eradicate this, do not allow your tank to go below 1/4 full. Thus you can run out of fuel without actually being aware that you have.

Low voltage E06 can cause unit to throw numerous error codes as the voltage in your battery is not enough to fully power the unit. You need to ensure your battery is fully charge and healthy at at least 11.8 volts constant.

 

If after checking the above tables you cannot get your heater to start, please click the help button below to request support by raising a support ticket fully detailing your fault.

Our staff will be in contact as soon as possible to assist.

Refiling the fuel system

 

Firstly, refuel your vehicle to above quarter tank level.

 

For our Top 2 controllers on this page follow instructions number 1. For the oval controller follow instructions number 2

 

Number 1

BLACK CONTROLLER : On the controller press the down arrow button  and OK button together.  BLUE CONTROLLER : On the controller press the down button and settings button together

Screen will change to H- OFF press up arrow to change to H – ON the pump led will light and pump will pulse fuel. Monitor fuel filter and fuel lines, sometimes it is better to disconnect the fuel pipe from the heater, thus it will not over fuel, and this will also assist in expelling any trapped air within the pipework.

Ensure that all the trapped air is expelled from the fuel filter by manipulating it whilst pump is pumping.

The pump will time out after approx. 2 minutes, to switch on again press the down arrow and then press the up arrow to switch it back on again.

To stop manual fuel pump either press down arrow or press settings button.

Reconnect fuel line if disconnected and restart heater.

 

Number 2

Please disconnect fuel line from underneath heater.

Attempt to start heater and heater will commence fuel pump, keep restarting heater until both the fuel filter and all the pipe work is full of fuel.

Ensure that all the trapped air is expelled from the fuel filter by manipulating it whilst pump is pumping.

Once steady fuel is coming out of disconnected fuel line. Reconnect and start heater.

2019 What an amazing  year for ACLS, over 700+ Challenger MKII installations. We would like to extend a massive thank you to all our new clients for their business and support, not to mention the many many kind words received.

 

Our exclusive Challenger MKII diesel forced air heater can and will heat the average motorhome to 24 degrees in roughly 5 - 6 minutes. Can your existing lpg Truma do that?  Can it do it while you drive?  Challenger can! Ask your rear traveling passengers just how cold in can be back there. 

HEATER SIZES - What is best?

2kw - Small to medium sized vehicle / boat

4kw - Medium / large sized vehicle - best all round performer both small, med and large vehicle / boat.

6kw - reserved for the larger vehicle/ boat, normally with multiple outlets required.

 

Tommy Christie Great job had it running for two hours toasting going to have a lot of fun during the winter 35 degrees if I want highly recommend !!!!

John Herriot Thank you for your time,banter and a superb job,
After you left I filled up with fuel and food and on my way to try it up at loch Rannoch 

👍👍👍

Andy Stott nice job 👌

Bob Bertram Many thanks for today Steve 
Top quality fit out and professional service . Looking forward to using the campervan through the winter months now on snowboarding trips in Scotland with that cosy 4kw heater . All the best to ACLS team . 

Katie Louise We love it and can’t wait for our next trip

Darren Waite I would just like to say a massive thank you to Steve for travelling all this way down to Huddersfield to fit our new 4kw diesel heater ready for our trip to Austria, a clean and professional fit out and so happy to recommend to others, thanks again Steve

Bernard Greedy I had mine fitted 2 weeks ago and just love it !! Make lots of cups of coffee for the lad who fits it !! He has time to talk to you if you need to ask any questions he will answer them fully !!