My emailed query received no response so I rang a week later. The customer advisor was helpful but had to get further information - he rang back within a couple of hours. Then it got a bit complicated. The heater was under warranty and we were told that the heaters would be collected to have the bulbs replaced. Then we got an email from Clarke International say they would send replacement bulbs if we could fit them. We could and they did. We were then unsure whether the heater would be collected by HeatersUK (but made the assumption that they wouldn't). Slightly confusing. However, the customer advisor was very pleasant, helpful and rang back when he said he would.