Refund policy
Returns & Refunds Policy
We want you to be completely happy with your purchase. If something is not right, here is what you need to know.
Your Right to Cancel (Distance Selling)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. You then have a further 14 days to return the item to us. To exercise this right, contact us before the 14-day window closes.
Our Returns Window
We accept returns within 30 days of delivery. To be eligible:
- The item must be unused and in its original condition
- It must be in its original, undamaged packaging
- You must have proof of purchase
Damaged or Faulty Goods
Please inspect your order on delivery. If your item arrives damaged or develops a fault:
- Visible damage on delivery: report it to us within 3 working days of receipt. Where possible, photograph the damage before signing.
- Fault discovered later: under the Consumer Rights Act 2015, you have the right to a repair, replacement or refund within 6 months of purchase. Contact us and we will arrange the appropriate remedy.
Our Product Warranties
- Heated towel rails: 5-year warranty
- Electric elements: 1-year warranty
- Stainless steel & aluminium radiators: 25-year warranty
Warranties cover manufacturing defects and do not include labour costs for installation or removal.
How to Return an Item
Contact us before sending anything back. We will confirm the return and provide instructions.
Email: info@elegant-radiators.co.uk
Phone: 02477 220 780
Return address:
Elegant Radiators, Unit 1, 3 Crondal Road, Exhall, Coventry, CV7 9NH
Return Shipping Costs
If the item is faulty, damaged, or incorrectly sent, we cover the return shipping. If you are returning for any other reason, return shipping is your responsibility. We recommend a tracked service for all returns.
Refunds
Once we receive and inspect your return we will email you. If approved, your refund will be issued to your original payment method within 5–10 working days. Original delivery charges are non-refundable unless the return is due to our error or a faulty product.
Non-Returnable Items
- Items that have been installed, plumbed in, or filled with water
- Items damaged due to incorrect installation
- Bespoke or made-to-order products
- Items returned after 30 days without prior agreement
Refused Deliveries
If you refuse a delivery without prior agreement, the courier return cost will be deducted from your refund.
Contact Us
Phone: 02477 220 780
Email: info@elegant-radiators.co.uk
Address: Unit 1, 3 Crondal Road, Exhall, Coventry, CV7 9NH
Hours: Monday–Friday, 9am–5pm