Politique de remboursement
RETURNS INFORMATION
30-Day Returns
We want you to be completely happy with your purchase from Infrared Heating Supplies.
For standard, non-bespoke products, we offer a 30-day return period if you change your mind.
To receive a full refund, products should be returned unused, undamaged and, where possible, in their original packaging. If a product has been used, installed, altered or otherwise handled beyond what is necessary to inspect it, this may affect the amount we are able to refund.
Where a product is no longer required or you have changed your mind, the cost of returning the product is the customer's responsibility.
This 30-day returns policy does not affect your statutory rights.
Bespoke, Custom-Made & Made-to-Specification Products
Our 30-day change-of-mind returns policy does not apply to products that are made to your specification, personalised or otherwise genuinely bespoke.
This may include products manufactured specifically to dimensions, finishes, configurations or other specifications requested by you.
Because these products are manufactured specifically for your order, they cannot be returned or cancelled simply because you have changed your mind once manufacture has commenced.
This exclusion does not affect your statutory rights if a bespoke or custom-made product is faulty, damaged, not as described or otherwise does not conform to the contract.
If you are unsure whether a product is classed as bespoke or custom-made, please contact us before placing your order.
If You've Opened or Used the Product
You are welcome to unpack a standard product to inspect it.
If a product is returned unused and undamaged, you will normally receive a full refund in accordance with this policy.
If the product has been installed, used, altered, damaged or handled beyond what is reasonably necessary to inspect its nature, characteristics and operation, we may make an appropriate deduction from the refund to reflect any reduction in value.
Products that have been fully used may not be accepted as change-of-mind returns.
This does not affect your rights where a product is faulty or not as described. UK regulations permit deductions for diminished value caused by handling beyond what would reasonably be permitted when examining goods in a shop.
How to Request a Return
Before returning a product, please contact us and provide:
- Your order number
- The product(s) you wish to return
- The reason for the return
- The action you would like us to take
Please also include these details on a cover note inside your return.
Where Can I Find My Order Number?
Your order number can be found on your order confirmation, invoice or delivery documentation.
Returning Your Product
Returns should be sent using a tracked delivery service. We recommend retaining your tracking information until your return has been processed.
Unless the product is faulty, damaged or not as described, the customer is responsible for the cost of returning the product.
We can also arrange collection using a third-party courier. Our current collection charge is £24.00.
Returning Part of an Order
You can return an individual eligible product from an order containing multiple products.
Simply contact us with your order number and details of the product(s) you would like to return.
Faulty, Damaged or Defective Products
If you believe your product is faulty, damaged or defective, please contact us before returning it.
We may ask for photographs, videos or other information to help us identify the issue.
Where appropriate, returned products may be inspected and tested once received.
Your statutory rights are not affected by this policy. GOV.UK confirms that businesses must provide appropriate remedies where goods are faulty, not as described or do not perform as they should.
Return Address
All authorised returns should be sent to:
Infrared Heating Panels Ltd
T/A Infrared Heating Supplies
Unit G10A Hartford House
Weston Street
Bolton
BL3 2AW
United Kingdom
EU & EEA Customers — Right of Withdrawal
If you are located in the European Union or European Economic Area and the applicable consumer legislation provides you with a right of withdrawal, you may have the right to withdraw from an eligible purchase within 14 days of receiving your order without giving a reason.
To exercise your right of withdrawal, contact us before the applicable withdrawal period expires at:
info@infraredheatingsupplies.com
Where applicable, goods must be returned within the required period after notifying us of your withdrawal. Return shipping costs are your responsibility unless the item is faulty, damaged or not as described.
Any refund due will be processed in accordance with the applicable consumer legislation.
The right of withdrawal does not generally apply to certain categories of goods, including:
- Goods made to your specification or clearly personalised
- Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed
- Goods that have become inseparably mixed with other items after delivery
Contact Us
If you have any questions about a return, particularly regarding a bespoke or made-to-specification product, please contact our team before returning anything.
Telephone: 01204 520544
Email: info@infraredheatingsupplies.com