Politique de remboursement

Overview

Last updated: 30 October 2026

This policy explains your rights when returning items bought from Quality Heating (AIZO Ltd). It does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It forms part of our Terms of Service.

Charges at a glance

These are the only charges that can apply to a return. Each is explained in the section shown, so you know them before you order.

• Faulty, damaged or incorrect items: no charges at all (Section 5).
• Cancellation within 14 days: no restocking fee. You pay the cost of returning the goods (Section 4), and a deduction applies only if the goods have lost value because they were handled more than you would in a shop (Section 6).
• Royal Mail return label: £7.95, deducted from your refund if you use our portal (Section 4).
• Pallet or bulky item collection for a return: typically £50 to £150, confirmed before we arrange it (Section 4).
• Voluntary return after 14 days (within 30 days): restocking fee of 20% of the item price (Section 7).
• Refused or missed pallet deliveries: typically £25 to £50, confirmed before we charge it (Section 10).

1. Your 14-Day Right to Cancel

If you buy from us online, by phone or by mail order as a consumer, you have the legal right to cancel your order for any reason. You do not need our approval to cancel.

• You can cancel at any time after you place your order, up to 14 days from the day you (or someone you nominate) receive the goods. For orders delivered in several parts, the 14 days run from receipt of the last item.
• Once you have told us, you have a further 14 days to send the goods back.
• We will refund the item price and the cost of standard delivery. If you chose a more expensive delivery option, we will only refund the cost of our standard delivery.
• No restocking or administration fee applies to cancellations made within this 14-day period.

To cancel, email us at returns@qualityheating.co.uk with your name, order number and the items you are cancelling. A clear written statement is enough. You can use the model cancellation form at the end of this policy, but you do not have to.

2. Our 30-Day Voluntary Return Window

In addition to your legal right to cancel, we accept change-of-mind returns for up to 30 days after you receive your item. Returns made after the 14-day cancellation period are accepted at our discretion and are subject to the restocking fee set out in Section 7.

To be eligible for a voluntary return, the item must be unused, in the same condition you received it, complete with all parts and accessories, and in its original packaging, together with your receipt or proof of purchase.

3. How to Start a Return

If you are cancelling within 14 days, tell us as set out in Section 1. Then please wait for our confirmation and return instructions before you book your return. The Royal Mail returns portal is for returns we have confirmed. Please do not send any item back before contacting us at returns@qualityheating.co.uk with your name, order number and the items concerned.

Once we have confirmed your return, you can book it through our Royal Mail returns portal:

👉 Click here to book your return with Royal Mail

A parcel that arrives without our knowing about it can be harder to match to your order, which can delay your refund. This does not affect your right to cancel within 14 days.

For voluntary returns after the 14-day period, you must have our approval before you send anything back. Any extra costs we incur because of an unapproved voluntary return, such as redirection or handling charges, may be deducted from your refund.

4. Return Shipping Costs

Unless the item is faulty, damaged, or incorrectly supplied, you are responsible for the cost of returning it to us.

• Royal Mail return label: if you use our Royal Mail returns portal, a fee of £7.95 per return label will be deducted from your refund. This fee does not apply to faulty, damaged or incorrect items.
• You may instead arrange your own return using a tracked and insured service suitable for the value and size of the item. Please keep your proof of postage.
• Large or heavy items (such as boilers, cylinders, heat pumps and palletised goods) may not be suitable for Royal Mail. Pallet or bulky item collections typically cost between £50 and £150, depending on size, weight and location. We will confirm the cost before arranging collection.
• If we arrange collection for you on a change-of-mind return, the collection cost will be deducted from your refund.
• Goods remain your responsibility until they reach us, so please package them carefully.

5. Faulty, Damaged or Incorrect Items

Please inspect your order on arrival and contact us as soon as possible if an item is faulty, damaged, not as described, or not what you ordered. In these cases we will cover all return costs and arrange collection where necessary.

Under the Consumer Rights Act 2015, if goods are faulty, not as described or not fit for purpose:

• Within 30 days of delivery: you are entitled to reject the goods and receive a full refund.
• Within 6 months of delivery: you are entitled to a repair or replacement. If this is not possible or does not fix the problem, you are entitled to a refund or a price reduction. Faults appearing within this period are presumed to have been present at delivery unless we can show otherwise.
• After 6 months: you may still be entitled to a repair, replacement or refund, but you may need to show that the fault was present when the goods were delivered.

If you are entitled to a refund, we will pay it without undue delay and within 14 days of agreeing that you are entitled to it. No restocking fees, label fees or deductions apply to faulty, damaged, incorrect or not-as-described items. Manufacturer warranties are provided in addition to, and do not replace, these rights.

6. Condition of Returned Goods and Deductions for Loss of Value

You may handle goods as you would in a shop to check their nature, characteristics and functioning. If goods are returned having been handled beyond this, or are returned incomplete, damaged or without their original packaging, we may deduct an amount reflecting the actual loss in value, up to the full item price.

This applies to cancellations within the 14-day period as well as to voluntary returns. Any such deduction will be based on the item's actual condition and resale value, and we will provide photos and a written explanation before processing your refund.

7. Restocking Fee for Voluntary Returns

Change-of-mind returns made after the 14-day cancellation period, within our 30-day voluntary return window, are subject to a restocking fee of 20% of the item price.

This fee reflects the restocking charges applied by our suppliers, together with the cost of administration, inspection and repackaging. It is in addition to any deduction for loss of value under Section 6 and any return label or collection costs under Section 4.

The restocking fee does not apply to:

• cancellations made within the 14-day cancellation period;
• faulty, damaged, incorrect or not-as-described items.

Any restocking fee and deductions will be confirmed to you in writing, with a breakdown, before your refund is processed.

8. Installed or Used Heating and Plumbing Products

This section applies to water heaters, boilers, cylinders, heat pumps, wall-hung units and similar plumbing and heating products.

• Once a product has been installed, wall-hung, plumbed in, wired in, or had water or any other fluid run through it, it can no longer be sold as new.
• Within the 14-day cancellation period: you may still cancel, but we will deduct an amount reflecting the loss in value under Section 6. Because these products cannot be resold as new once installed or used, this deduction may be up to the full item price.
• After the 14-day cancellation period: installed or used products cannot be returned for change-of-mind reasons.
• If the packaging or protective seal has been opened and the product shows signs of handling, but it has not been installed or used, a deduction reflecting the actual loss in value may apply, including the cost of specialist cleaning, testing and repackaging.

We recommend checking the product, dimensions, specifications and compatibility with your installer before installation. Your rights in relation to faulty products under Section 5 are not affected by installation or use.

9. Items That Cannot Be Returned

The following cannot be returned for change-of-mind reasons, unless they are faulty or not as described:

• items made to your specification or clearly personalised;
• goods sealed for health protection or hygiene reasons that have been unsealed after delivery;
• gift cards.

Sale and discounted items can be returned on the same terms as full-price items.

10. Refused and Missed Deliveries

Refused deliveries. If you refuse a delivery without having told us you wish to cancel, we will treat this as a cancellation. We will refund the item price and standard delivery cost, less the carrier's actual cost of returning the goods to our warehouse and any storage charges the carrier applies. For pallet deliveries this is typically between £25 and £50 in total. We will confirm the exact amount before processing your refund. No deduction applies if the goods were refused because they arrived visibly damaged or were not what you ordered.

Missed deliveries. If a delivery cannot be completed because no one was available to receive it, access was not possible or the address was incorrect, the carrier may need to redeliver. We may pass on the carrier's actual redelivery charge. For pallet deliveries this is typically between £25 and £50. We will tell you the amount and agree a new delivery date with you before we rearrange the delivery. If you no longer want the goods, tell us and Section 1 applies.

11. Refunds

Once we receive and inspect your return, we will email you to confirm whether your refund has been approved and the amount of any deduction.

• For cancellations within the 14-day period, we will refund you within 14 days of receiving the goods back, or within 14 days of you providing evidence that you have sent them back, whichever is earlier. If you cancel before we have dispatched your order, we will refund you within 14 days of receiving your notice.
• For voluntary returns, we aim to process refunds within 10 business days of approval.
• Refunds are made to your original payment method, at no charge. If you paid with Klarna, we will refund through Klarna and your plan will be adjusted. Your bank or card provider may take a few further days to show the refund on your account.

12. Exchanges

The fastest way to get a different item is to return the original item and place a new order.

13. European Union Customers

If your order is delivered to an EU country, you have the right to cancel within 14 days of receipt for any reason and receive a full refund of the item price and standard delivery cost, on the same terms as Section 1. Return shipping costs are your responsibility unless the item is faulty, damaged or incorrect. Mandatory consumer rights in your own country are not affected.

14. Business Customers

The statutory cancellation rights in this policy apply to consumers. Business customers' returns are accepted at our discretion and are subject to the restocking fee and deductions set out above. Business customers' rights for faulty goods are not affected.

15. Contact Us

AIZO Ltd, trading as Quality Heating
Registered office: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ
Email: returns@qualityheating.co.uk
Telephone: +44 (0) 20 4577 3096
Website: qualityheating.co.uk

Please do not post goods to any of our addresses without our confirmation. See our Terms of Service for the full terms that apply to your order.

Model Cancellation Form

You do not have to use this form. You can cancel by any clear statement, as explained in Section 1. If you do use it, complete it and email it to returns@qualityheating.co.uk, or post it to our registered office.

To: AIZO Ltd, trading as Quality Heating, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. Email: returns@qualityheating.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

• Goods (item names and quantities):
• Order number:
• Ordered on / received on:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is sent on paper):
• Date: