Returns & Exchanges

We know that occasionally that spur-of-the-moment purchase just isn't what you hoped for. We offer the following:

  • 30 days to return your items for a refund
  • 90 days to return your item for a credit note (valid for 12 months from date of issue)

So should you decide you don't want a product, you have 30 days from the delivery date to return it for a full refund. We ask that you ensure the item is unused, in its original packaging, uninstalled, and suitable for re-sale. Please contact our customer care team to arrange a return. Also, when sending it back to us, please ensure you do not write or stick anything on the product box itself. 

We understand that returning fragile items can be difficult. We now offer a collection service at a time and place to suit you. For small items, we’ll send DPD to collect within a 1-hour slot. For bulky, fragile items, we’ll send a specialist fragile transport company. They too will provide a collection window for convenience (area exclusions and service restrictions apply to carriers). Please note that charges will apply (see below). Alternatively, you are welcome to arrange your own method of transport back to us. Simply call us on 01202 612808 or email help@onlyradiators.co.uk and we’ll be happy to help arrange your return.

Please note: We will not be able to cancel or take back 'special' or 'bespoke' orders.

Returns Address:
Beyond Retail Returns
Hangar 104
Aviation Business Park
Bournemouth Airport
Christchurch
BH23 6NW

Collection service charges

We won’t charge you a restocking fee for returning your products*, but you will be required to pay the transportation costs incurred by the return (or arrange your own delivery back to us). The charge for this service will depend on the size and type of items being returned.

  • Small, non-fragile items can be collected via DPD. For most of the UK, DPD will provide a 1 hour time slot for convenience. Our team can select a specific day that suits you, or collect from an alternative address. The charge for this is £9.99.
  • Large, fragile items can be collected via a specialist fragile carrier to ensure they arrive back safely. The charge for this is £29.99 for the collection of a single fragile box, or £39.99 for the collection of multiple boxes or single fragile items that are not in a box.
  • If there was a surcharge on your original order due to additional transport costs, we’ll apply a similar charge to your collection. Our team will be happy to let you know how much this will be, and generally it applies to areas of Northern Scotland, Channel Islands, Scottish Islands and other harder-to-reach areas of the UK.
  • We are unable to collect international orders.
  • If you are exchanging your item, you will also be required to pay the delivery cost of your new item.

Damaged goods

Our team carefully package your order before we dispatch it to you, so damage is rare. It’s also very important that you inspect your goods upon delivery, as we’ll usually ask you to sign a form confirming that they appeared to be in good condition when you received them (except small items sent by parcel courier). 

If you discover a damaged item during inspection, let our delivery partner know or note this on the form and contact us. If you are not given the opportunity to inspect your goods upon delivery, please note this on the form and inspect them as soon as possible afterwards.

If you only realise after the delivery that you're unhappy with the quality, please contact us within 2 working days of your delivery, sending us photos of both the damage as well as the exterior packaging of the damaged item. Once the damage has been confirmed, we will ensure a replacement is sent, free of charge.

Please note: Please ensure you inspect your goods thoroughly before handing them over to your installer. It is important that you do not install damaged goods, as we will be unable to replace or refund damaged items that have been installed.

Faulty goods

If you have an issue with a product purchased within the last 12 months, please contact us by phone or email. Please do not send an item back to us without first speaking with our team. We will endeavour to resolve manufacturing defects and faulty goods as quickly as possible.

If a product is defective, please let us know at the earliest opportunity. If the fault is one that can be seen or shown, photos or videos will help us to identify the problem, and offer a solution, or if required dispatch a replacement.

Sometimes it may be possible to resolve a problem by offering technical advice over the telephone or by email. We may also instruct the manufacturer to contact you directly as their technical team will be best-placed to either resolve an issue, or determine if a fault is present.

Due to the technical nature of the products we sell, and factors such as water pressure, electrical supply and the requirement for professional installation; depending on the type of fault reported, it may not be immediately evident whether the product is faulty or if the problem lies with the installation or the domestic environment. We reserve the right to collect and test the item, either ourselves or externally, to ascertain the cause of a purported fault. This process may take up to 28 days, although we will always aim to act as quickly as possible.

Obvious faults where testing is not required will be refunded at the earliest opportunity once an inspection can be made and the fault confirmed. At this point we will act upon your instructions by refunding or exchanging.

Within the stated returns period - If once an item has been tested, and it is determined that a fault is not present, you will be liable for the cost of the collection and any subsequent redelivery costs should you require the item to be returned. If you do not require the item to be returned to you, we will recover the costs of collection from the price of the goods and refund the appropriate purchase price. 

Outside of the stated returns period - If a fault is not present once tested, we may refuse the refund and send the goods back to you at your cost. You will be liable for the cost of collection of the goods. 

Faulty products purchased more than 12 months ago are usually covered under the manufacturer's own guarantee, as advertised at point of sale.

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