• Standard Items
  Customers may return standard stock items, subject to inspection and approval. Please note that a restocking charge may apply to returned items.
• Made-to-Order Items
  Products manufactured or sourced specifically to order are not eligible for return or refund. In circumstances where cancellation is accepted, a production charge may apply to cover costs incurred.
• Condition of Returned Goods
  All returned goods must be in their original condition and packaging. Items that are damaged, used, or incomplete may not be eligible for refund.

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return we require a receipt, invoice or proof of purchase.

Do not send your purchase back to the manufacturer as you will be responsible for collection and transportation to the correct location.

There are certain situations where only partial refunds are granted:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 14 days after delivery

To return your product please contact our Team directly on 01260 228 822.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

When returning expensive items consider using a trackable shipping service or purchasing shipping insurance.
We can’t guarantee that we will receive your returned item.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send an email to support@theheatpumpwarehouse.co.uk and you will be provided with the returns address.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 7-10 days.

Late or Missing Refunds

If you haven’t received a refund first check your bank account again.
Then contact your credit card company as it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@theheatpumpwarehouse.co.uk

Sale Items

Only regular priced items may be refunded. Sale items cannot be refunded.

Contact us at support@theheatpumpwarehouse.co.uk for questions related to refunds and returns.