Refund Policy
Returns Request
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. If you receive a damaged or defective item, please contact us within 48 hours from the receipt of the item to exchange it for the same item. Please specify the issue and provide photographic evidence.
The items must not have been installed, mounted or used in any way, and they must be returned with all the original packaging and fixtures. We can only accept the return of non-faulty products if the items are unused and in perfect condition, still in their undamaged original packaging. We will request photographic evidence to confirm the condition of the packaging before commencing the returns process. Bespoke and special-order products cannot be returned or refunded, unless damaged. Any damage to Products, including bespoke Products and their packaging, must be reported within 48 hours of delivery.
To start a return, you can contact us at service@qualityheating.co.uk.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United Kingdom, shipping your goods may take longer than expected.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 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 15 business days have passed since we’ve approved your return, please contact us at service@qualityheating.co.uk.
European Union 3 day cooling-off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Cancellation Policy
This clause only applies if you are a consumer.
1.1 If you are a consumer, you have the right to cancel your order within 30 days from the date we have delivered the Product to you in accordance with our Terms and Conditions.
1.2 This means that during the cancellation period set out in 5.1, if you change your mind for any reason, and you do not want to keep the Product, you can notify us of your decision to cancel your order and receive a refund, provided the Product has not been used or damaged by you and is in pristine condition.
1.3 However, this legal right to cancel does not apply in the case of:
1.3.1 the Products have been made specifically for you or clearly personalized; or
1.3.2 any Products which become mixed inseparably with other items after their delivery.
1.4 To cancel your order, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on our Website that has been made available for you above. The link to the cancellation form is also included in the Acceptance Confirmation and on the top of these Returns and Refunds Policy. If you use this method, we will e-mail you to confirm we have received your cancellation. You can also contact us by e-mail, postal letter or telephone (subject to availability) to cancel your order. If you send us your cancellation notice by e-mail or postal letter, then your cancellation is effective from the date you send us the e-mail or postal letter to us. For example, you will have given us notice in time as long as you post your letter in time for it to be taken with the last post on the last day of the cancellation period or e-mail us before midnight on that day.
1.5 Please provide your name, address, telephone, number, the full Product details and your order number to help us to identify your order and process your refund and confirm the Product(s) you wish to return and for what reason.
1.6 If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provided to us with your order.
1.7 We will process your refund via the same payment method you used when you paid for your order and within 14 days from the date, we received the Products back to our warehouse and we have inspected it.
1.8 Please note that if our inspection concludes that the Products have been used or damaged by you, we are permitted by law to reduce the amount of your refund to reflect any reduction in the value of the Products.
1.9 If a Product has been delivered to you before you decide to cancel your Contract:
1.9.1 then you must return it to us without undue delay and in any event no later than within 14 days after the day on which you let us know that you wish to cancel your order in accordance with clause 5.4. If we have offered to collect the Product from you, we will collect the Product from the address to which it was delivered to. We will contact you to arrange a suitable time for collection using the email address or telephone number provided by you when you placed your order; and
1.9.2 you will be responsible for the cost of returning the Product to us. If we collect the Product from the delivery address, we estimate a charge of £20.00 (twenty pounds) to collect a parcel or £50.00 (fifty pounds) for a pallet with the exclusion of locations set out in the Restricted Areas, however this is an estimate only, and we will confirm the cost of collection prior to arranging the collection of the Products, and we will only arrange the collection if you agree to pay the costs we have calculated and confirmed to you.
General
The terms and conditions set out in these Returns and Refunds Policy shall be interpreted in accordance with our Terms and Conditions. Any word capitalised, but not defined in this Delivery Policy, shall have the same meaning as set out in our Terms and Conditions.
