At UK HeatThrow, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help. This policy explains your rights and our process for returns and refunds, in line with UK consumer law (including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013).
1. Faulty, Damaged, or Incorrect Items (Consumer Rights Act 2015)
All our products must be of satisfactory quality, as described, and fit for purpose.
- Within 30 days of delivery: If the item is faulty, not as described, or damaged on arrival, you are entitled to reject it and receive a full refund (including original delivery costs). This is your short-term right to reject.
- Beyond 30 days: If a fault develops or becomes apparent later, you are entitled to request a repair or replacement (free of charge, within a reasonable time and without significant inconvenience). If repair or replacement is not possible, fails, causes significant inconvenience, or takes too long, you may be entitled to a full or partial refund (potentially with a deduction for use).
What to do: Contact us as soon as possible with photos of the issue, your order number, and details. Do not return the item until we’ve authorised it. We may arrange collection at our expense for faulty items.
We will refund using the original payment method, without undue delay and within 14 days of agreeing you’re entitled to a refund (or receiving the returned goods, if required).
2. Change of Mind / Cooling-Off Period (Distance Sales)
Because we sell online (distance contracts), you have a 14-day cooling-off period to change your mind:
- You can cancel your order for any reason within 14 days starting the day after you (or someone you nominate) receives the goods.
- You then have another 14 days to return the item(s) to us.
- To cancel, inform us clearly ukltdheatthrow@gmail.com with your order number, name, and statement of cancellation.
Return costs: You are responsible for the cost of returning the goods unless the item is faulty/damaged/incorrect (in which case we cover reasonable return costs). We recommend using a tracked service for your protection.
Refund details:
- We will refund the full purchase price (including original standard delivery costs) within 14 days of receiving the returned goods (or proof you’ve sent them back).
- Refunds go to the original payment method.
- We may reduce the refund to reflect any reduction in value if the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning (e.g., excessive use or damage).
Exceptions to the cooling-off right (no change-of-mind return accepted):
- Sealed goods that become unsealed after delivery for health protection or hygiene reasons (common for heat pads, sauna accessories, or similar items once packaging is opened).
- Bespoke or personalised items (if we offer any).
- Goods that become inseparably mixed with other items after delivery.
3. How to Return an Item
- Contact us first at :
ukltdheatthrow@gmail.com with your order number and reason for return. - We will provide instructions and (if faulty) a returns authorisation / label if applicable.
- Pack the item securely in its original packaging (where possible) with all accessories and tags.
- Send to: UK Heat Throw Returns, 128 City Rd, London EC1V 2NX, United Kingdom.
- Keep proof of postage/return tracking.
We are not responsible for items lost or damaged during your return shipment unless we arranged collection.