14 DAY RETURNS
If an item is unsuitable or not what was expected, you may arrange to return it to us by contacting our Customer Service Team. Costs to return the item/s will be incurred by yourself and not reimbursable by Radiators Online. All purchases have a 14 day returns policy. Returned goods must be as supplied condition, unused (no signs of fitting) and packed in the original packaging with all accessories and fittings included. Once returned and inspected Radiators Online have the right to refuse a refund. This does not affect your statutory rights.
When arranging a return with our Customer Service Team please have the following information to hand:
• Details of the item you wish to be collected
• The reason for the return/exchange
• The collection address including postcode
• Radiators Online invoice number
• Radiators Online order number
Note: Radiators Online charges 5%+Vat of the restocking price given to us by the supplier. Supplier restocking and collection fees range from 5% - 30% of the total order value.
It is the Purchaser's responsibility to inspect the goods within a reasonable time. Radiators Online will not be liable for damaged goods unless reported to the delivery agent at the time of delivery and in writing to Radiators Online within 5 days of receipt. Our Customer Service Team will need proof of the damaged product and any damaged packaging, please send digital images and order details to us via email.
Radiators Online will not be liable for any costs incurred due to delays in delivery such as plumber or builder fees. We recommend taking receipt of your radiator/s and checking the goods thoroughly before booking a professional to fit. Please contact us on day of receipt with any concerns.
In the unlikely event that you have a faulty item within the guarantee period, please contact our Customer Service Team in the first instance. Radiators Online will not be liable for any costs incurred due to faulty goods received such as plumber or builder fees. Goods should be checked before installation for cosmetic damage and reported, once a product is installed RadiatorsOnline.com reserve the right to refuse a return. If Radiators Online are not notified of any damage within 5 days of receipt, it will not be possible to arrange a replacement of the item. To check the period of guarantee of your item please refer to your original paperwork. Further information can be found on our website.
INCORRECT ITEMS RECEIVED
In the unlikely event that you receive an incorrect item, please contact our Customer Service Team in the first instance. Radiators Online will not be liable for any costs incurred due to incorrect items received such as plumber or builder fees. Goods should be checked before installation and reported, once a product is installed RadiatorsOnline.com reserve the right to refuse a return.
We will process your refund as soon as possible. Please allow up to 14 days for the funds to show in your account. We will only refund the amount for the goods and do not refund delivery charges.
Please see our full terms and conditions.
MADE TO ORDER AND BESPOKE PRODUCTS
Made-To-Order and Bespoke products are specially produced for an individual demand and once acknowledged by RadiatorsOnline.com Ltd cannot be cancelled, returned or refunded. Made-To-Order and Bespoke products include RAL Colour/Special Finish items, as well as any other painted-to-order products, pre-filled electric radiators and all cast-iron radiators.
CUSTOMER SERVICE TEAM CONTACT INFORMATION
Email – firstname.lastname@example.org
Telephone – 0333 009 4040
Radiators Online are entitled to change their policy at any given time without notice.