Returns and refunds
Heating is easy to order in the wrong size, so this page sets out exactly how to send something back. Nothing here reduces your statutory rights.
Changed your mind: 14 days
Under the Consumer Contracts Regulations 2013 you can cancel an order within 14 days of receiving it, without giving a reason.
- Tell us within those 14 days by emailing {{EMAIL}} with your order number.
- You then have a further 14 days to send the goods back.
- We refund within 14 days of the goods arriving with us, or of proof that you sent them.
What we refund
A refund covers the price of the item plus the standard delivery charge you originally paid. If you paid extra for a timed or express delivery, we refund the standard rate only. Money goes back to the card or account you paid with, and we charge no restocking fee.
Who pays return postage
- Change of mind — you pay to send the item back. Radiators are heavy and bulky, so ask us for a courier quote before you book one yourself.
- Faulty, damaged or wrongly described — we pay, every time, and we arrange the collection.
Condition of returned goods
You can unpack an item and inspect it as you would in a shop. Do not fit it. Once a radiator or valve has been connected to a heating system it cannot be resold, and if handling beyond a reasonable inspection reduces the value we may deduct that amount from the refund. Keep the original packaging until you are sure you are keeping the item.
What cannot be cancelled
The 14-day cancellation right does not apply to items made or finished to your order, such as radiators in a custom paint colour or cut to a bespoke length. Everything in the standard catalogue can be cancelled.
Faulty goods
Separately from cancellation, the Consumer Rights Act 2015 gives you the right to reject faulty goods for a full refund within 30 days of delivery. Between 30 days and 6 months you can ask for a repair or a replacement, and if that fails, a refund. This applies even to made-to-order items, and we pay the return postage.
How to return an item
- Email {{EMAIL}} with your order number and, if it is faulty, a photograph of the problem.
- We confirm the return address and how to book the collection.
- Repack the item securely, with valves and small parts in their original boxes.
- Send it to {{LEGAL_ADDRESS}} and keep your proof of postage.
Start a return
We answer returns email within 2 working days. If it is urgent, call {{PHONE}}.