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Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to start a return

Contact us at orders@qualityheating.co.uk. Once your return is approved we will send you the return address and instructions.

Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs (IMPORTANT)

Unless the item is faulty, damaged, or incorrectly supplied, you (the customer) are responsible for paying the return shipping costs and for arranging the return postage or courier.

  • You must use a tracked and insured service suitable for the value and size of the item.
  • We strongly recommend keeping proof of postage.
  • In certain cases (for example on bulky items, high-value orders, or as a goodwill gesture) we may, at our sole discretion, provide a prepaid return label. This is not guaranteed and will be confirmed on a case-by-case basis.
  • If we do provide a label, any additional costs (e.g. pallet collection) will be deducted from your refund if the return is for change-of-mind reasons.

Damages and Issues

Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item. In these cases we will cover the return shipping costs and arrange collection where necessary.

Exceptions / Non-Returnable Items

  • Perishable goods, custom-made or personalised items, gift cards, sale items.
  • Sealed hygiene or health-protection goods (e.g. water heaters, boilers) once the seal is broken or water/fluids have run through them.
  • Items that have been fitted, wall-hung, plumbed in or otherwise installed (see “Special Products” below).

Exchanges

The fastest way to get the correct item is to return the original product and place a new order once the return is accepted.

Refunds

You will be notified once we have received and inspected your return. Approved refunds are processed to your original payment method within 10 business days (bank/card processing can add further days).

Restocking and Deduction Fees

We fully comply with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

  • No deductions or fees are applied for statutory returns (faulty, damaged, not as described, or cancellations within the 14-day cooling-off period).
  • For voluntary (change-of-mind) returns after the 14-day cooling-off period we may deduct reasonable costs for administration, inspection, repackaging and any loss of value. This will never exceed 20% of the item price or £50 (whichever is lower) unless the “Special Products” rules below apply.
  • We will always provide photos and a clear breakdown before processing any deduction.

Special Products (Water Heaters, Boilers, Wall-Hung Units, etc.)

Due to hygiene, safety and resale regulations:

  • Once a water heater, boiler or similar plumbing/heating product has been installed, wall-hung, plumbed in, or has had water or any fluid run through it, it cannot be returned for change-of-mind reasons and is considered non-resalable as new.
  • If the protective seal is broken or the item shows signs of use, the return will be refused or (for voluntary returns after 14 days) a higher deduction of up to 50% (max £100) may apply to cover specialist cleaning, testing and repackaging.
  • Statutory rights remain unaffected: if the product is faulty you are still entitled to repair, replacement or full refund regardless of installation or use.

Refused Deliveries

Refusing a delivery counts as a cancellation. You will receive a full refund of the item price, but:

  • You remain responsible for the return shipping costs back to our warehouse.
  • Pallet/bulky item returns typically cost £50–£150. We will quote the exact amount before the carrier returns the goods.
  • Any storage fees charged by the carrier for unarranged refusals may also be passed on.

European Union 14-day Cooling-off Period

If your order is shipped to an EU country you have the legal right to cancel within 14 days of receipt for any reason and receive a full refund of the item price and original standard delivery cost. The above rules on return postage still apply (you pay return postage unless we agree otherwise or the item is faulty).