If you wish to return an item that is faulty, then please contact us and include as much information as possible.
We will reply to you to ascertain any further information that may help us understand the alleged fault, which may include photos of the product and the packaging.
Please do not return anything until requested to do so, as this may prevent us from being able to deal with your request.
We will refund or replace at no additional cost any products damaged before or on delivery, providing you notify us by telephone or in writing within 2 days of receipt of any such damaged goods.
We will replace at no additional cost any products which have been lost in transit providing you notify us by telephone or in writing within 2 days of receiving your order or the delivery date of the products, whichever shall be the later.
Returns & Refund Policy
If you buy a product and wish to return it because it is unwanted or unsuitable, you must notify us within 7 days of receiving it, please note that some products are made/cut to order and therefore are non-returnable.
ALL returned items must be in their original unspoilt packaging and in a saleable condition. If the product for return is not received by us in its original condition we will be unable to refund for it and you will have to pay for its return to you.
Please be extra careful when returning fragile items as we can only refund your original purchase of them if they are in a unbroken and in saleable condition.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
The buyer has the right to a fourteen-day cooling off period in which the order can be cancelled for whatever reason. Should the customer choose to exercise these rights they must return any goods supplied to them. This fourteen-day cooling off period commences the day after goods are received,
Before any products are returned, you must contact us to obtain a Return Form, which must be fully completed and returned to us before an Authorisation Number can be issued. Product returns WILL NOT be accepted unless an authorisation number has been issued by The Heating Shop.
Your payment will be refunded (by the same method used to pay), less the initial delivery costs*, within 30 days of cancellation. You are responsible for the costs of returning products to us.
After 15 days of delivery, a handling charge of 15% will be applied for the returning of unused goods.
After 30 days of delivery, goods can not be returned.
Absolutely NO refunds will be permitted for products that are returned which have not been returned in the original and undamaged packaging, and in perfect/ re sellable condition complete with all manuals & accessories supplied with the original products.
We’re here to help!
If you are having difficulties with your product please contact us. We’ll get back to you as soon as possible!