Skip to navigation Skip to content

Save an extra 10% off all orders over £500 - Use code: SAVETEN in the basket

Save an extra 10% off all orders over £500 - Use code: SAVETEN in the basket

What is your returns policy?

Returning unwanted items

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)
  • Convenient collection of unwanted items available*
  • Top customer care on hand to help at all times - we’re rated ‘Excellent’ on Trustpilot.

*Collection & redelivery fees will apply for unwanted items. Please see the ‘charges’ section below. Unwanted items can also be sent back to us via your choice of transport.

Please contact our customer service team to arrange a return before sending any items back.

Should you decide you no longer want an item, you have 30 days from the delivery date to return it for a full refund. After 30 days, you can receive a credit note for items returned up to 90 days from the date of delivery. Credit notes are valid for 12 months from date of issue. 

We ask that you ensure the item is unused, in its original packaging, has not been installed, and is suitable for resale. When sending the item 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 - details on this including charges are below. 

Please note that we cannot accept returns or exchanges for items that have been used, installed, or made-to-order.

Our Returns Address:
Please contact our team to arrange a return before sending your item back

Beyond Retail Returns

1 Compass Base

Aviation Business Park


BH23 6NW

Optional Collection Service + Charges

  • For small items, we’ll send DPD to collect within a 1-hour slot. Our team can select a specific day that suits you, or collect from an alternative address. The charge for this is £9.99. Please note that area exclusions and service restrictions apply to carriers.
  • Large, fragile items are priced at £39.99 for the collection of a single box, or £49.99 for multiple boxes and single fragile items that are not in a box.
  • If there was a surcharge on our 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.
  • You are welcome to arrange your own method of transport back to us instead, but we recommend selecting an appropriate courier and insuring the items. We cannot compensate you for any damage caused whilst the item is in yours or your selected courier's possession.
  • If you are exchanging your item, you will be charged a separate collection and delivery fee.


We understand that sometimes you may want to exchange a product you've purchased from us for something else. We're here to help make that process as smooth and easy as possible.

Within 90 days of receipt, we can arrange to collect an unwanted item(s) when we deliver your replacement product(s) to you. You'll need to pay for the new order upfront, and once we have your returned item(s) safe and sound, we'll refund you the amount. Our optional exchange service is chargeable and covers the collection and re-delivery of your new order, we will deduct this fee from the amount of your refund. If you prefer, you can certainly send back an unwanted item by arranging a return with our team and separately placing a new order for any replacement products you would like.

If you're interested in using our collection service to exchange your item, please reach out to our customer service team. We're happy to help answer any questions you may have and guide you through the process.

Damaged & Faulty Items

This returns policy applies to unwanted, as-new items returned within the timescales set out on this page. If you have received a damaged item, or if your item has a manufacturing fault before or after use, please use the following links:

My order has arrived damaged
I need help with a faulty product

Was this article helpful?

Related FAQs

Can't find what you're looking for?

Sales & Product Advice Team

Do you need more information on certain products or advice on what may suit your project best?

Email Sales

Opening Hours
Mon - Thurs: 8am - 8:45pm
Friday: 8am - 5:45pm
Saturday: 9am - 4:45pm

Customer Service Team

Need help with an existing order? Our customer service team are on hand to help with any queries or issues.

Email Customer Service

Opening Hours
Monday - Thurs: 8:30am - 5pm
Friday: 8:30am - 4:45pm
Saturday: 9am - 4:45pm

Our buying guides will help you choose your new heating with confidence.

View Buying Guides

Our radiator and towel rail design guides cover everything from modern & traditional styles to choosing the correct finishes.

View Interior Guides

We’ll take you through all the vital knowledge required to complete the job yourself.

View How To Guides

Rated as "Excellent"

All of our reviews are verified via independent review site Trustpilot, so you can be assured every comment is from a real customer and their feedback is genuine. 

Book a free phone consultation

If you're not sure how to begin your new heating journey, speaking to one of our experts can help kickstart your project and guide you through the process from start to finish.

Shop now. Pay with Klarna.

Get more time to pay with Klarna.

Back to top