Refund policy
Returns and Refund Policy
We hope you are happy with your Warm Grid purchase. However, we understand that there may be occasions when you need to return an item.
This policy applies in addition to your statutory rights.
Returns and cancellations
You have 15 days from the date you receive your order to notify us that you wish to return an item.
To request a return, please contact:
Please include your order number, details of the item you wish to return and the reason for the return.
Returns must not be sent back without prior authorisation. Items returned without first contacting us may be refused or may experience delays in processing.
Approved returns should be sent to:
Warm Grid
232 East Park Road
Leicester
LE5 5FD
Condition of returned goods
To qualify for a full refund, products must be returned:
- Unused and uninstalled
- Complete and undamaged
- In their original packaging
- With all components, accessories, instructions and labels
- In a clean and resalable condition
- With the receipt or other proof of purchase
Where a product is supplied in sealed packaging, the packaging should remain unopened wherever reasonably possible.
Opening the packaging solely to inspect the product will not automatically prevent a return. However, products must not be installed, connected, assembled, cut, altered, commissioned, filled with water or otherwise used beyond what is reasonably necessary to inspect their nature, characteristics and function.
Products that have been installed, wired, cut, marked, altered, damaged or used cannot normally be accepted as change-of-mind returns.
If handling of the product has reduced its value, we reserve the right to make a reasonable deduction from the refund to reflect the reduction in value. UK consumer rules permit a deduction where goods have been handled beyond what would reasonably be allowed when examining them in a shop.
Restocking and inspection charges
For consumer orders cancelled under statutory distance-selling cancellation rights, Warm Grid will not apply an automatic or fixed restocking fee.
However, where returned goods require additional inspection, repackaging, replacement packaging or other remedial work because they have been handled beyond what is reasonably necessary, we may make a reasonable deduction from the refund to reflect the actual reduction in value.
For business-to-business orders, special-order goods or returns accepted outside statutory consumer cancellation rights, a reasonable restocking, inspection or administration charge may apply. Any applicable charge will be confirmed before the return is authorised.
A general restocking fee cannot be deducted when a consumer is exercising their statutory right to cancel, although deductions for actual diminished value may be permitted.
Return postage
Unless the item is faulty, damaged, incorrectly supplied or we have agreed otherwise in writing, you are responsible for arranging and paying for the return postage.
We recommend using a tracked and insured delivery service. You remain responsible for the returned goods until they are received by us.
If we provide a prepaid return label for a change-of-mind return, the cost of the return label may be deducted from your refund where this has been agreed with you in advance.
Consumers can be required to pay return costs where they were clearly informed of this before purchase.
Damaged, faulty or incorrect items
Please inspect your order as soon as it arrives.
Contact us promptly if:
- The item is damaged
- The item is defective
- You have received the wrong product
- Parts or components are missing
Please email sales@warmgrid.co.uk with your order number, a description of the issue and clear photographs of the product and packaging.
Do not install or use a product that appears to be damaged, faulty or incorrectly supplied.
Where a product is confirmed to be faulty, damaged or incorrectly supplied, this policy does not affect your statutory rights under the Consumer Rights Act 2015.
Non-returnable products
We cannot normally accept change-of-mind returns for:
- Bespoke, custom-made or personalised products
- Special-order products obtained specifically for you
- Products that have been installed, connected or commissioned
- Pipe, cable or other products cut to a requested length
- Products that have been altered, marked or modified
- Sealed products that are not suitable for return once unsealed for health, hygiene or safety reasons
- Hazardous materials, flammable liquids or gases
- Gift cards
- Clearance or final-sale products, except where they are faulty or statutory rights apply
Please contact us before ordering if you are unsure whether a product is classed as special order or non-returnable.
Exchanges
We do not currently offer direct exchanges.
The quickest way to receive a different item is to return the original item, subject to this policy, and place a separate order for the replacement.
Refunds
Once your return has been received, we will inspect it and notify you whether the refund has been approved.
If approved, the refund will be made to the original payment method within 10 business days.
We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.
Any applicable deduction for loss of value or an agreed return-delivery charge will be explained to you.
Your bank or card provider may take additional time to process and display the refund.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact:
Refund of original delivery charges
Where a consumer cancels an entire eligible online order within the statutory cancellation period, we will refund the standard outbound delivery charge.
If you selected a more expensive delivery service, such as express delivery, we are only required to refund the cost of our least expensive standard delivery option.
Additional delivery charges may not be refunded where only part of an order is returned, unless required by law.
Business customers
Orders placed wholly or mainly for business, trade or professional purposes are not covered by consumer cancellation rights.
Business returns are accepted at our discretion and must be authorised in advance.
Products must be:
- Unused
- Unopened
- Complete
- Undamaged
- In their original packaging
- In fully resalable condition
A reasonable restocking, inspection or administration charge may apply to an authorised business return.
Special-order, bespoke, cut-to-length and non-stock products cannot normally be returned.
Contact us
For returns, cancellations or refund enquiries, contact:
Email: sales@warmgrid.co.uk
Returns address: 232 East Park Road, Leicester, LE5 5FD