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.
Your 14-Day Statutory Cancellation Right
If you are a consumer buying at a distance (online, phone, or mail order), UK law (the Consumer Contracts Regulations 2013) gives you the right to cancel your order for any reason:
- You have 14 days from the day you (or someone you nominate) receive the goods to tell us you want to cancel.
- Once you've told us, you then have a further 14 days to send the goods back to us.
- You'll receive a full refund of the item price and standard delivery cost, except for any deduction relating to diminished value described below.
This statutory right sits alongside — and is more limited in some ways, more generous in others than — our 30-day voluntary return policy above. Where the two overlap, whichever gives you the better outcome applies.
How to Start a Return
Contact us at returns@qualityheating.co.uk. Once your return is approved, you can use our prepaid Royal Mail returns portal to send your item back:
👉 Click here to book your return with Royal Mail
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. Use the Royal Mail returns link above to arrange your return postage.
- 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.
Your Rights If an Item Is Faulty
If your item is faulty, not as described, or not fit for purpose, the Consumer Rights Act 2015 gives you the following rights, regardless of our voluntary return policy:
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First 30 days: a full refund, repair, or replacement (your choice, in most cases).
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Up to 6 months: if a repair or replacement doesn't fix the fault, or fails again, you're entitled to a refund or a further repair/replacement. Within this period, faults are presumed to have existed at delivery unless we can show otherwise.
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After 6 months: you may still have a claim, but you may need to show the fault was present at delivery.
None of the return conditions, restocking fees, or exceptions described elsewhere in this policy apply to faulty-item claims.
Exceptions / Non-Returnable Items
The following cannot be returned under our 30-day voluntary policy: perishable goods, custom-made or personalised items, and gift cards.
Discounted / sale items: these remain eligible for return under the same terms as full-price items. If we ever sell final-clearance stock on a genuinely no-returns basis, this will be stated clearly on the product page before you buy, not only in this policy.
Sealed hygiene goods: items sealed for health or hygiene reasons (e.g. certain personal-care products) cannot be returned once unsealed, in line with the Consumer Contracts Regulations.
Installed or used heating/plumbing products (water heaters, boilers, cylinders, etc.): these remain eligible for statutory cancellation within the 14-day cooling-off period even after installation or use, but because installing or running fluid through the product typically makes it unsaleable as new, we will deduct an amount reflecting the full loss of value — which may be up to 100% of the item price — as permitted under the Consumer Contracts Regulations. See "Special Products" below for how this is calculated. Outside the 14-day cooling-off period, installed/used items are not eligible for a voluntary (change-of-mind) return at all.
Your statutory right to a refund, repair, or replacement for a faulty item is unaffected in all cases.
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 of that notification — faster than the legal maximum of 14 days from when we receive the goods back (or evidence you've sent them), which applies to statutory cancellations under the Consumer Contracts Regulations. Bank/card processing can add further days beyond that.
Restocking and Deduction Fees
We fully comply with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
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No deductions or fees are applied for statutory returns: faulty, damaged, not as described, or cancellations exercised correctly within the 14-day cooling-off period where the goods have not been installed, used, or had their seal broken.
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For voluntary (change-of-mind) returns after the 14-day cooling-off period, or where goods were handled beyond what's reasonably needed to inspect them, we may deduct reasonable costs for administration, inspection, repackaging, and any loss of value. This deduction will never exceed 20% of the item price, subject to the following caps based on item price:
| Item price |
Maximum deduction |
| Up to £250 |
£50 |
| £250.01 – £750 |
£100 |
| £750.01 and above |
£150 |
unless the "Special Products" rules below apply, in which case those higher limits take precedence.
Special Products (Water Heaters, Boilers, Wall-Hung Units, etc.)
Due to hygiene, safety, and resale considerations:
- 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 is considered non-resalable as new. You may still cancel within the 14-day statutory cooling-off period, but we will deduct an amount reflecting the loss of resale value — which, given the nature of these products, will typically be high and may reach up to 100% of the item price.
- Outside the 14-day cooling-off period, such items cannot be returned for change-of-mind reasons at all.
- If the protective seal is broken or the item shows signs of use but has not been installed or plumbed in, a deduction of up to 50% (max £200) may apply to cover specialist cleaning, testing, and repackaging, in place of the standard restocking fee table above.
- Statutory rights remain unaffected: if the product is faulty, you are still entitled to repair, replacement, or a 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).
