Refund policy
REFUND POLICY
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. 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 us 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: returns@heatincoolin.co.uk
Registered in England & Wales no. 14233444. VAT no. 422623916.