Thank you for shopping at TheheatShop. We take pride in providing you with the highest quality products and excellent customer service. However, we understand that there may be instances where you need to return or exchange a product. This Return & Refund Policy outlines the terms and conditions under which you may do so. Please read this policy carefully before making a purchase.
You may return most new, unused items within 14 days of delivery for a full refund. We will also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.) or arrange for a collection of goods via a courier, that are not suitable for the standard return process (Large items, such as radiators, boilers etc)
If you need to return an item, there is a return system within our website once your order has been placed, otherwise please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Please Call 01162167123 for any assistance you require. We are Open 9am - 4pm Monday to Thursday and 9am - 1pm Fridays
Return shipping fee:
Customers are responsible for the shipping costs of returning a product for a change of mind or exchange.
However, the company will be responsible for shipping costs for damaged or defective items.
Non-faulty products / Change of mind
If you change your mind, we’re happy to take back items that are in a re-sellable condition within 14 days of the date of delivery. Please note this won’t affect your statutory rights. The products must be returned unused, undamaged, in a fully saleable condition and packaged in such a way as to ensure that the product is not damaged in transit. You are responsible for returning the item at your own expense, we would always encourage you to use a tracked service.
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All bespoke or made to measure goods;
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A faulty product, where the fault was brought to your attention before purchase;
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Chemical/gas products that are unsealed;
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Non-faulty unsealed electronic goods;
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Non-faulty used gas valves;
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Any spare parts where the seal is broken (such as PCBs, electronic goods, and fans)
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Goods that deteriorate or expire rapidly once opened; and
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Non-faulty used hygiene products (eg. toilets or showers).
Received the Wrong Product:
We follow careful order-picking procedures to ensure every product in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you a free-of-charge return shipping label. After receiving your returned item, please send us an email to info@theheatshop.co.uk indicating your order details. We will, upon request, send you the correct item or issue a full refund.
My Item has stopped working / Developed a fault after 14 days, Can I get a refund?
Please contact us and we will advise you of what to do next.
My Item is not the same as the photo / Description , Can I get a refund?
YES, Please contact us as you may be eligible for a free return
Refunds:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 7 business days have passed since we’ve approved your return, please contact us at info@theheatshop.co.uk.