Delivery
All of our radiators are delivered direct from the manufacturer's UK warehouse by courier.
Delivery times
- Most orders are delivered within 1–3 working days of being placed.
- Orders placed at weekends or on bank holidays are processed on the next working day.
- Need it on a specific date? Add your preferred date (up to one week ahead) in the Special instructions box in your basket and we'll do our best to arrange it.
- If there's ever a delay with your order, we'll contact you straight away.
Delivery charges
- Radiators and towel rails: free UK mainland delivery.
- Valves and accessories ordered with a radiator or towel rail: free.
- Valves and accessories ordered on their own: £6 delivery.
Areas we deliver to
- We deliver to England, Wales and Scotland.
- Some parts of the Scottish Highlands, Scottish islands and other UK offshore areas take around 3 working days and may carry an extra charge. If this applies to your order, we'll contact you before dispatch.
- We are unable to deliver to Northern Ireland, the Channel Islands or the Isle of Man.
Receiving your order
- Radiators are delivered by a two-person courier (usually DPD). The courier will call or text you to arrange delivery, so please give a mobile number you'll answer.
- Please make sure someone is available to accept the delivery. Radiators are large items and need to be signed for.
- If a delivery fails because nobody is available or the address is incorrect, a redelivery charge may apply.
- Please check your order on arrival and tell us about any damage within 48 hours of delivery, with photos, by emailing returns@heatincoolin.co.uk. This does not affect your statutory rights.
Changes and cancellations
Orders can be changed or cancelled free of charge until they have been dispatched. Please email hello@heatincoolin.co.uk as soon as possible. Once dispatched, our returns policy applies.
Returns and refunds
Changed your mind?
You can cancel your order for any reason within 14 days of the day you receive it. Tell us by emailing returns@heatincoolin.co.uk with your order number, or start a return from your account. You then have a further 14 days to return the goods.
- Items must be unused, in their original packaging and complete with all brackets and fixings.
- We arrange collection by courier. A collection charge applies to unwanted items: £42 for the first radiator, £6 for each additional radiator and £12 for valves and accessories. This is deducted from your refund.
- We may reduce your refund if an item has been handled more than necessary to inspect it, for example if it has been fitted, plumbed in or damaged.
- We'll refund you within 14 days of the returned goods reaching the warehouse, to your original payment method.
Items that can't be returned
Radiators made to order in a custom RAL or special colour, and other bespoke or made-to-order items, cannot be cancelled once production has started and cannot be returned unless they are faulty.
Damaged on delivery
Please check your order when it arrives. If anything is damaged, email returns@heatincoolin.co.uk within 48 hours of delivery with your order number and photos of the damage and packaging. We'll arrange a replacement or refund at no cost to you.
Faulty items and guarantee
Reina radiators come with a 5-year manufacturer's guarantee against manufacturing defects. If you think an item is faulty, email returns@heatincoolin.co.uk with photos and a description of the problem and we'll work with the manufacturer to put it right. Faulty items are repaired, replaced or refunded at no cost to you.
Your statutory rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Contact
Heat-In & Cool-In Ltd, The Bull Pen, Rock Farm Offices, Seckington, Tamworth B79 0LA
Email: hello@heatincoolin.co.uk
Registered in England & Wales no. 14233444. VAT no. 422623916.