Return Policy

This Return Policy applies to all customers, including both individual consumers and trade or installer customers.

We offer a voluntary 14-day change-of-mind return policy for eligible Goods. You must request return authorisation within 14 days after receiving the Goods.

If a return is authorised, the Goods must be sent back within 14 days after the date of our return authorisation, unless we agree otherwise in writing.

To qualify for a voluntary change-of-mind return, the Goods must be unused, uninstalled, unconnected, not energised, complete, undamaged and in fully resalable condition. They must be returned with their original packaging, accessories, manuals and labels, with serial numbers and security seals intact. You must also provide the invoice or other proof of purchase.

This voluntary 14-day change-of-mind policy is additional to, and does not restrict, any statutory right of an individual consumer to cancel a distance contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer law. Where statutory cancellation rights apply, the statutory rules on cancellation periods, handling, return costs and reimbursement of standard delivery charges will take precedence over this voluntary policy.

This policy is also separate from your rights where Goods are defective, damaged before risk passes, incorrectly supplied or otherwise do not conform to the Contract.

To request a return, contact us at sales@theradiatorshop.uk with your invoice or order number, product details, serial numbers, quantity and reason for the return.

If the return is accepted, we will provide a return authorisation number and instructions explaining how and where the Goods must be returned. Goods sent without prior written authorisation may be refused.

We provide free return transport for returns authorised and arranged by us. Depending on the Goods and your location, this may be an in-store return, a drop-off return at the location or carrier named in the return instructions, or a prepaid collection or shipping service that we arrange. We will not charge you for return transport arranged by us. We will not reimburse return transport costs that you arrange independently without our prior written approval. Risk in the returned Goods remains with the Customer until the Goods are received by us or by our authorised return carrier.

Pack the Goods securely in their original packaging and follow all return instructions. We will notify you after receipt and inspection and confirm whether a refund or account credit has been approved.

We may inspect returned Goods before approving a refund or credit.

We may refuse a change-of-mind return where the Goods or packaging are damaged, incomplete, used, installed, connected, energised, modified or otherwise not in resalable condition.

We do not charge a restocking, inspection, repackaging or administration fee for an authorised return.

Authorised return transport arranged by us is free of charge. Original delivery charges are not refundable under this voluntary change-of-mind policy. This does not affect any statutory entitlement of an individual consumer to reimbursement of standard outbound delivery charges when exercising a statutory cancellation right under applicable consumer law.

Approved refunds or credits will be processed within 7 days after we have received and inspected the returned Goods. Refunds will normally be made through the original payment channel or issued as account credit, as confirmed in the return authorisation.

Exchanges are accepted for eligible Goods, subject to availability. Request an exchange when contacting us for return authorisation. We will provide free authorised return transport and send the replacement after the returned Goods have been received and inspected. If the replacement has a different price, we will refund or charge the difference before dispatch.

Please inspect the Goods and their packaging as soon as reasonably practicable after delivery.

Visible damage, missing Goods, incorrect Goods or quantity shortages should be recorded on the delivery document where reasonably possible and reported to us promptly, normally within two business days. A defect that could not reasonably have been identified on initial inspection should be reported promptly after discovery.

Please provide the invoice or order number, product and serial numbers, photographs of the Goods and packaging, and any relevant technical information.

Do not install, energise, dismantle, alter, dispose of or return affected Goods unless we provide written instructions.

Goods received damaged, defective, incomplete or incorrectly supplied must not be submitted as a change-of-mind return. Contact us promptly so that we can investigate the issue and provide appropriate instructions.

Radiators that have been connected to water supplies, plumbed into central heating systems, filled, or painted cannot be returned under change-of-mind policies.

A radiator that is damaged, leaking, cracked, or structurally unsound must not be installed or connected to water. Do not attempt to repair it yourself where doing so would void manufacturer warranty or create water damage risks. Contact us immediately for case-specific guidance.

Where return transport is authorised, the Customer must use appropriate protective packaging to prevent corner, grille, and finish damage during palletised carrier handling.

The following Goods cannot be returned for change of mind unless we expressly agree otherwise in writing:

• bespoke, personalised, customised or configured Goods;
• special-order Goods obtained specifically for the Customer;
• clearance or final-sale Goods identified as non-returnable before purchase;
• Goods that have been installed, plumbed in, filled with water or commissioned;
• incomplete Goods or Goods with damaged protective packaging;
• Goods with missing, removed or altered serial numbers, labels or security seals; and
• radiators or heavy heating Goods that cannot be safely and securely transported in original packaging.

These exclusions apply only to change-of-mind returns. They do not prevent a claim where Goods are defective, damaged before risk passes, incorrectly supplied or otherwise do not conform to the Contract.