Refund policy

Return & Refund Policy

Thank you for shopping at Elegantheat.co.uk. We are committed to ensuring you are satisfied with your purchase.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

 

1. Return Eligibility

To be eligible for a return, your item must meet the following criteria:

  • It must be in the same condition that you received it.

  • It must be unused and uninstalled.

  • It must be in its original, undamaged packaging, including all parts, manuals, and documentation.

  • You must provide the receipt or proof of purchase.

 

2. How to Start a Return

To start a return, please contact us at info@elegantheat.co.uk.

If your return is accepted, we will provide you with instructions on how and where to send your package. Please note that items sent back to us without first requesting a return will not be accepted.

Return Shipping:

For change-of-mind returns, you (the customer) will be responsible for the cost of return shipping. We recommend using a trackable shipping service, as we cannot be held responsible for items lost or damaged in transit.

If the return is due to an error on our part (e.g., faulty or incorrect item), Elegantheat.co.uk will cover the return shipping costs.

Return Address:

Please note that returns will need to be sent to the following address:

Elegantheat, 29 Birkdale Close, Coventry, CV6 4PJ

You can always contact us for any return questions at info@elegantheat.co.uk.

 

3. Damages and Issues

Important: Check Your Delivery Immediately

You must inspect your order for any damage (e.g., dents, scratches, cracks) or missing content within 3 working days of receiving your delivery.

This is a strict deadline, as we have a very limited time to file insurance claims with our couriers for transit-related damages. Unfortunately, any claims for damage or missing items reported after this 3-working-day period cannot be accepted.

How to Report an Issue: If your item is defective, damaged, or incorrect, you must report it to us in writing via email at info@elegantheat.co.uk, simply replyting to your order confirmation email.

Do Not Book Installation: We strongly advise that you do not book any installation (e.g., a plumber or electrician) until you have received, thoroughly checked, and confirmed that your items are correct and in perfect condition. We cannot be held liable for any installation costs or tradesperson fees incurred due to issues with your delivery.

 

4. Exceptions / Non-Returnable Items

Certain types of items cannot be returned. These include:

  • Custom Products: Such as pre-filled electric orders, bespoke sizes, or custom-coloured radiators (e.g., non-standard RAL finishes).

  • Used or Installed Items: Any product that has been fitted, used, or is not in its original resalable condition.

  • Sale Items: Unfortunately, we cannot accept returns on final sale or clearance items.

  • Gift Cards: Gift cards are non-refundable.

Please get in touch if you have questions or concerns about your specific item.

 

5. Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted and processed, please make a separate purchase for the new item.

 

6. UK 14-Day Cooling-Off Period

Notwithstanding our 30-day policy, customers in the UK have the statutory right to cancel or return their order within 14 days of receiving the merchandise, for any reason and without justification (in accordance with the Consumer Contracts Regulations 2013).

To exercise this right, you must notify us within the 14-day period. As with our standard policy, the item must be in the same condition that you received it: unused, uninstalled, and in its original, resalable packaging.

 

7. 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 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@elegantheat.co.uk.