We keep returns simple, fair and transparent. In short: you have up to 30 days from delivery to return anything we sell, unused — even made-to-order radiators. This page sets out exactly where you stand, in plain English. It works alongside our Terms & Conditions, and nothing on this page reduces your legal rights.
Changed your mind? You have 30 days
- Tell us within 30 days of the day your order arrives — email [email protected] or call 0161 843 8163. No reason needed.
- Send the goods back within 14 days of telling us — unused, and in the condition they left us.
- What you get back depends on what you bought — the two cases below.
Standard stock items — Radiators To Go and accessories
- First 14 days: your legal cooling-off period under the Consumer Contracts Regulations 2013 — a full refund including standard delivery, with no fees. That’s the legal minimum; our 30 days builds on it.
- Days 15–30: the item’s price back in full — you just cover the return transport.
- You’re welcome to examine your order the way you would in a showroom; if handling goes beyond that, we may reduce the refund to reflect any loss in value.
Made-to-order radiators
A radiator built or assembled to your order — your chosen size, configuration and finish — has no legal cooling-off period: UK law exempts made-to-order goods. We give you 30 days anyway.
- Refund: the radiator’s price as supplied in a Classic finish, less a 30% restocking charge.
- Finish upgrades aren’t refundable: a radiator ordered in a Signature, Bespoke or Custom finish is refunded at its Classic-finish price.
- The restocking charge covers inspection, pressure re-testing and preparing the radiator for resale — it’s what makes it possible for us to take back radiators built specifically for you, which few in this market will.
- Not sure whether your order counts as made-to-order? Just ask before you buy.
Return transport
- Small items: tracked post (Royal Mail) at your cost.
- Radiators: pallet courier rather than post — typically £75–£150 depending on size and location. We can arrange the collection and deduct it from your refund, or you can book your own.
- Premium, timed or Saturday delivery upgrades aren’t refundable.
- Faulty or damaged goods are different: we cover all return transport — see below.
Restoration of your own radiators
Restoration is a service. If you arrange it at a distance — online, by email or by phone — you can cancel within 14 days of placing your order. Paying your deposit is your express request for us to begin within that period: it’s the moment we book your slot and materials. If you cancel after work has started, you pay fairly for the work done up to that point and we refund the rest; once your restoration is complete, the cancellation right ends. And beyond the legal mechanics: if something about your restoration isn’t right, talk to us and we’ll work with you to make it right.
Faulty or damaged goods
Your rights under the Consumer Rights Act 2015 sit above everything on this page.
- Within 30 days of delivery: reject a faulty item for a full refund — including delivery, with all return transport on us.
- After that: we repair or replace it, and refund you if we can’t.
- Damage visible on arrival? Note it with the driver where you can, then send us photos with your proof of purchase as soon as reasonably possible — ideally within 3 days of delivery — so we can put things right quickly with the courier. Prompt reporting is a practical request, not a deadline: it does not affect your statutory rights in respect of faulty or damaged goods, including your 30-day right to reject under the Consumer Rights Act 2015.
When you’ll see your refund
- Cooling-off and faulty goods: refund initiated within 3–5 working days of your return arriving (or straight away where no return is needed) — and always within the legal 14 days of receiving the goods back or proof of sending.
- Goodwill returns: refunded within 30 days.
- All refunds go back to your original payment method; how quickly they land depends on your payment provider.
How to start a return
- Email [email protected] or call 0161 843 8163 with your order details — within 30 days of delivery.
- We’ll confirm which terms apply to your order and book the pallet collection if you’d like us to arrange transport.
- Keep goods unused and packaged as they arrived, and use a tracked service — radiators are heavy, valuable items.
Unsure whether your order qualifies? Just ask — [email protected] or our Contact page. We’re here to help.