Returns Policy & Warranty Information


1.1 You may have a legal right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. These rights may not apply for products delivered outside the UK – please ask us before placing your order if you are unsure whether the rights apply to you. These rights do not apply where you are purchasing products from us in person, or where you are purchasing products in connection with your trade or business.

1.2 When you don’t have the right to change your mind. You can only return products which are in original condition. You do not have a right to change your mind in respect of:

1.2.1 products that have been altered in any way (including but not limited to, removal of sealed plug, hardwired, or mounted products);

1.2.2 bespoke or custom printed products;

1.2.3 products that have been damaged by you or your agent, including in the installation of the product;

1.2.4 the product is no longer in a resalable condition;

1.2.5 products without their original safety stickers in place; and

1.2.6 any products which become mixed inseparably with other products after their delivery.

1.3 Products supplied by third parties. The purchaser must contact the original supplier of the product directly to return the product(s). For example, if you purchase a heater from us but the controller from a third party, we would not accept return of the controller (and would not accept any responsibility for damage to or defects in the heater caused by the third party product, including without limitation where the combination of the two is inappropriate).

1.4 Return claims from outside of the UK. We reserve the right to decline acceptance of returns that were delivered to an address outside the UK. However, if we accept a return from outside of the UK, you are responsible for any shipping, import, VAT, and duty fees associated with the return.

1.5 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.

1.5.1 If you bought goods which are delivered in a single delivery. In this case you have 14 days after the day you (or someone on your behalf) receives the goods; or

1.5.2 If you bought goods which are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone on your behalf) receives the last delivery to change your mind about the goods.



2.1 Tell us you want to return your product(s). To end the contract with us, please let us know by doing the following:

2.1.1 Email. Email customer services at Please provide your name, home address, order number, details of the order and what you would like to return, where available include, your phone number and email address.

2.2 Posting the return. Please do the following:

2.2.1 Email. email customer services at stating the products to be returned and reasoning;

2.2.2 Packaging. Package the item in its original packaging, or equivalent protection, and write the order number on the outside of the box before posting. Failure to do so is likely to delay processing of your return;

2.2.3 Post. Post the product tracked and signed for with one of our authorised courier companies (authorised couriers include, UPS Insured, Royal Mail Fully Tracked and Insured, TNT Express UK Limited) to Unit 2, Love Lane, Spalding Road, Sutterton, Lincolnshire, PE20 2EU.

2.2.4 Send us the tracking number and proof of insurance. Provide the tracking number and proof of insurance to us via email on quoting the order number in the subject line. We require that products are fully insured to the retail value of the order and insurance must be with the same courier to avoid delay.
If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

2.3 When we will pay the costs of return.

2.3.1 We will pay the costs of return: if the products are faulty or misdescribed; or if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

2.3.2 In all other circumstances you must pay the costs of return.

2.4 How we will refund you. We will refund you the price you paid for the products including delivery costs (if applicable), by the method you used for payment. However, we may make deductions from the price where the products have lost value as a result of you handling them in a way that wouldn’t be acceptable in a shop.

2.5 When your refund will be made. We will make any refunds due to you as soon as possible. Please allow up to 5 working days for us to inspect and safety test the product(s) before we issue a refund. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you.



3.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can write to our customer service team

3.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product if you are a consumer (i.e. not buying the products in connection with your trade or business). Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website or call 03454 04 05 06.

If your product is goods (as is the case for all of our products), the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

  • up to 30 days: if your goods are faulty, then you can get an immediate refund.
  • up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
  • up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

3.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products, you must post them back to us. We will reimburse the costs of postage where you have acted in accordance with your rights in rejecting the products. Please write to customer services to discuss.



4.1 We offer warranty on our products in addition to your statutory rights. In addition to your statutory rights, we offer the goodwill warranty set out in this clause 4.

4.2 Warranty period. Your warranty period is one of the following:

4.2.1 A standard 12-month warranty period, beginning on the date of delivery or collection (as applicable), applies automatically with your purchase;

4.2.2 An extended warranty period as set out below will be applicable if you complete a Warranty Card and send it to us at Unit 2, Love Lane, Sutterton, Boston, Lincolnshire, PE20 2EU or by email to within 30 days of delivery or collection (as applicable) of your product. All extended warranty periods stated below include the 12-month period set out at clause 4.2.1 above. Please note that no extension is available in respect of controllers, bespoke prints or mechanical parts (such as inbuilt controllers/receivers), even where they form part of one of the ranges described below. The extended warranty periods are: Eco Range – 5 years; Platinum Range – 10 years; Platinum Ceiling Range – 10 years; Glass and Mirror Range – 5 years; Picture Range – 5 years; Alpha Bar Heaters – 5 years; Air Purifiers – 5 years; and

4.2.3 An additional warranty period on top of these may be purchased during the order process. The period for which the warranty will be extended will be set out on the relevant order pages. Please note that any additional warranty purchased will not apply in respect of controllers, bespoke prints or mechanical parts (such as inbuilt controllers/receivers).

4.2.4 For the avoidance of doubt, where we repair or replace a product under our warranty, this does not renew or extend the original warranty period, the remainder of which is simply transferred to the repaired or replacement product.

4.3 What does our warranty cover? Our warranty covers material manufacturing defects in materials and workmanship. Our warranty does not cover:

4.3.1 Physical damage to the heater (including but not limited to overheating of the element caused by covering the heater, accidents, abuse, misuse, handling, water ingress over the IP rating, and using the heater for anything other than comfort heating);

4.3.2 Wear and tear (including but not limited to discolouration and atmospheric or environmental conditions);

4.3.3 If the damage is deemed to have occurred during transit;

4.3.4 If the heater has not been correctly installed and/or maintained and/or used according to our installation instructions and good industry practice (this includes, but is not limited to, not having suitably rated RCD, fused spur/s, supply voltage, circuit breaker/s, or removing safety/warning labels and serial numbers); and

4.3.5 Failure to achieve a particular temperature or range within the location in which the heater is used – we do not guarantee achievement of a particular temperature as this is affected by various factors outside our control (including without limitation ambient temperatures).

4.4 In order to make a claim under our warranty, you must ensure that:

4.4.1 the product(s) is sent back to us with the delivery costs prepaid, and you are responsible for ensuring the product is properly packaged with the original packaging and appropriately insured for the retail value of the products;

4.4.2 you have correctly completed, signed, and posted/emailed back the product’s warranty registration card to us within the allotted completion time in our terms & conditions;

4.4.3 you have provided proof of original purchase from us within the applicable warranty period; and

4.4.4 you have provided us with photographic evidence of how the product was installed, emailed to

4.5 If the product is found to contain a fault covered by our warranty after our inspection, then the cost of return to us will be refunded and the product will be repaired or replaced (at our discretion). If we are unable to replace or repair the product we may offer a discount towards a replacement product of the same value.

4.6 We will not be responsible for any secondary, consequential or indirect losses (including but not limited to the costs of removal of the product, and installation of the replacement).

4.7 Cancelling your paid for additional warranty. To cancel you must within 30 days of the purchase date send a letter to sent to our address (Unit 2, Love Lane, Sutterton, Boston, Lincolnshire, PE20 2EU) or by email to, with the following information:

4.7.1 Your name;

4.7.2 Order number;

4.7.3 Date of purchase;

4.7.4 Products included under the warranty period; and

4.7.5 Your initial purchase receipt.