Refund policy

This policy applies to all purchases from Infrared Heating UK delivered within the United Kingdom, whether ordered through our website, by email, over the phone or at our office. It does not affect your statutory rights.

Your right to cancel

If you bought online, by phone or by email as a private customer, you can cancel your order within 14 days of receiving the goods. Please tell us within that time and return the goods within 14 days of telling us.

To be accepted, returned items should be unused, in their original packaging and in a condition we can resell.

Items we cannot take back

Some products are cut to the length or size you order, so they are made to your specification and cannot be returned unless they are faulty. These include:

• Carbon heating film cut from the roll
• Cable, wiring and cold tails cut to length
• Bitumen tape, vapour barrier and other materials cut to length
• Any product that has been installed, modified or altered

Our ready-made underfloor heating kits, such as the Carbon Underfloor Heating Kit PRO, can be returned if they are unused and in their original, unopened packaging.

How to start a return

1. Email info@infraredheatinguk.co.uk with your order number and the items you want to return.
2. Wait for our return approval and instructions.
3. Pack the items carefully in their original packaging and send them to our return address.

Return address:

Infrared Heating UK Ltd
Independent House
Independent Business Park
Imberhorne Lane
East Grinstead
West Sussex
RH19 1TU
United Kingdom

Return postage

Unless the item is faulty or we sent the wrong item, you are responsible for the cost of returning it. We recommend a tracked service, as we cannot be responsible for items lost or damaged on the way back to us.

Deductions

All returned items are inspected. If an item has been used, opened or handled more than needed to check it, we may reduce the refund to reflect the loss in value, or refuse the return if it cannot be resold.

For trade and business customers, a restocking fee of 10% applies to returned items, and the original delivery charge is not refunded.

Faulty or incorrect items

If you receive a faulty, damaged or incorrect item, please contact us as soon as possible. Where a product is confirmed faulty or supplied incorrectly, we will cover reasonable return postage and offer a repair, replacement or refund in line with your rights under the Consumer Rights Act 2015.

Refunds

Once we have received and inspected your return, we will let you know whether it is approved. Approved refunds are made to the original payment method, normally within 5 to 10 working days and always within 14 days of us receiving the goods back. Card payments are refunded to the card and bank transfer payments by bank transfer.

Contact

Phone 01342 645021 or email info@infraredheatinguk.co.uk.

Infrared Heating UK Ltd is registered in Scotland, company number SC632195. Registered office: 11 New Lairdship Yards, Edinburgh, EH11 3UY. Trading address: Independent House, Independent Business Park, Imberhorne Lane, East Grinstead, West Sussex, RH19 1TU. VAT number GB326192606.