If you are unhappy with your online purchase for any reason, you can cancel your order or return the goods (in new, unused condition, free from defect and in its original packaging) to one of our local branches within 14 days of receipt and obtain a full refund.

This is in line with your statutory rights under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013. For further information regarding your consumer rights, you can visit the Competition and Consumer Protection Commission website. You can also find our full terms of business on our Terms & Conditions page.

Can I cancel my order?

Once you have placed your order online, you can cancel at any point until the goods have been either collected or sent out for delivery. As we strive to fulfill our orders quickly, please contact our Customer Service Team or one or our Branch Staff as soon as possible to cancel your order. Contact details can be found on our Contact Us page.

If the order has not been dispatched, we will issue a full refund (including delivery charges) to the credit account or credit/debit card that was used to place the order. Cash refunds will not be provided for any order placed online.

If the goods have been sent prior to the order cancellation, you will need to follow the returns process outlined below.

How do I return a non-faulty item?

If after you receive your order, you would like to return part or all of the items, please contact us within 14 days of receipt of the product. You then have another 7 days to return the products into one of our local branches during opening hours. Returns are not permitted after this period. Please be aware we do not collect unwanted goods, and note that customised or personalised goods cannot be returned.

You will need to provide:

• Goods in a brand new, unused condition, free from defect and in its original packaging . Packaged items will only be accepted if the package remains unbroken and in reasonable condition; and
• If an item is bought as part of a pack/bundle, all items must be returned; and
• The order invoice/docket, including invoice number, date or purchase and reason for return.

If the products are in satisfactory condition, a full refund will be made to the same credit account or credit/debit card that was used to place the order. If payment was made by a debit/credit card, the refund may take up to fourteen days to appear in your bank account.

Refunds to Cash refunds will not be provided for any order placed online.

Pending stock availability, we can also offer an exchange on returned items. 

We reserve the right to refuse a refund/credit if it is deemed that the goods have been tampered with and/or are not in a resalable condition. All items must be checked prior to return. Please allow a day or more for larger orders to facilitate this check.

What can I do if my item is faulty?

If you find that the goods received are faulty or unfit for purpose, prior to return please Contact Us as soon as possible and we will work with you to resolve the problem, potentially including repair, replacement products or a full/partial refund. In order to obtain a replacement, repair or refund you must contact us within 30 days of receipt of the faulty item.

Heat Merchants reserves the right to a reasonable time to inspect and make a determination as to whether or not the product is faulty. This decision is at Heat Merchants’ sole discretion.

This is in line with the Consumer Rights Act 2015, which entitles you to an exchange or full refund if you have notified us within the first 30 days of purchase.

Once this 30-day period has passed, we can offer a repair or replacement as long as the fault is reported within 12 months of purchase. A refund will be provided if we are unable to repair or offer a replacement for the item. Please note for faulty goods reported after 6 months after purchase or delivery, you must be able to show that the fault was present when purchased or delivered to you.