Refund policy
Returns Policy for Heatraq
Heatraq comply fully with and aims to exceed the requirements of the Consumer Contract Regulations.
If You Change Your Mind or Have Ordered the Incorrect Part
We comply fully with the Consumer Contracts Regulations and aim to provide a fair and straightforward returns process.
You have 14 days from the date of delivery to notify us that you wish to return an item for a refund.
Before returning any goods, you must first obtain a Returns Authorisation from our sales team by calling 0118 405 0303 or emailing sales@heatraq.co.uk. Please have your order number available and include it in all correspondence.
Once your return request has been approved, returned goods must be received by us within 30 days of the original delivery date.
Items must be:
- Unused and in original condition
- Complete and suitable for resale
- Returned in the original product packaging
- Accompanied by the authorised returns documentation
Return shipping costs are the responsibility of the customer unless the goods are faulty, damaged in transit, or supplied incorrectly. We recommend using a tracked delivery service, as returned goods remain the customer's responsibility until received by Heatraq.
Any original delivery charges paid when placing the order are non-refundable.
Refunds are normally processed within 5 working days of receiving and inspecting the returned goods.
In exceptional circumstances, a handling or restocking charge may apply. Any such charge will be clearly communicated and agreed before goods are returned.
International Orders
Customers outside the United Kingdom may return eligible items by following the same process outlined above.
International customers must notify us within 14 days of delivery if they wish to return an item. Return shipping costs are the responsibility of the customer unless the goods are faulty, damaged in transit, or supplied incorrectly.
Any customs duties, import charges, taxes, or return shipping costs incurred when returning goods from outside the United Kingdom are the responsibility of the customer and will not be refunded.
International delivery times may vary by destination. Any customs duties, import taxes, local taxes or clearance charges imposed by the destination country are the responsibility of the customer.
Faulty Items
Please notify us as soon as you become aware that an item you have purchased from us has developed a fault. If the product is within the manufacturer's warranty period, we will replace or refund the product as appropriate.
Faulty items should be returned along with a completed returns note. You can get this by calling 01184050303 or emailing sales@heatraq.co.uk.
In the event the product is proven to be faulty, we will refund the cost of returning the item to us.
If, after testing and inspection, the goods prove not to be faulty or have been damaged by poor or incorrect installation, a refund or replacement will be denied.
Damaged Goods / Short Deliveries
Refunds will be denied if, after testing and inspection, the products aren’t proven to be faulty or are damaged by poor or incorrect installation.
Your order must be checked immediately for damage, shortages or delivery errors, which must be reported to us within 5 working days of the delivery.
Claims for damaged goods, delivery shortages, or errors may not be accepted outside the 5 working-day notification period.
Return Address
All returns should be well-packed and sent to:
Heatraq
FAO: Sales Office
121 Loverock Road
Reading
RG30 1DZ