Cancellation & Returns Policy

Unwanted Standard Goods (30-Day Return Policy)

For all standard stocked items, we offer a 30-day return policy for unwanted goods. You have 30 days from the date you receive your items to notify us that you wish to return them for a refund or exchange, provided they meet our return conditions below.

Bespoke made to order radiators including curved radiators are manufactured to your specification. In all cases we will not accept returns for these goods unless they are defective.

Conditions for Returns

To be eligible for a return within the 30-day window, please ensure that:

  • Packaging: The goods are in their original undamaged packaging & in a resaleable condition.
  • Cost & Risk: Returning Goods, you “the customer” will be responsible for the cost and risk of returning the goods. They must arrive in a resaleable condition.
  • Restocking Fee: Returned standard stocked items will incur a restock charge of 15% of the value of the item.
  • Discretion: We reserve the right to refuse returns of any merchandise that does not meet these conditions at our sole discretion.

Order Cancellation (Made to order / Bespoke Orders)

Made to order radiators including curved radiators cannot be cancelled or returned unless in the case of defects or errors.

Pre-Dispatch Order Cancellations (Standard Orders)

You are entitled to cancel your standard stocked order within 24 hours of placing your order.

  • If your standard stocked order has not yet left our warehouse, you may request an immediate pre-dispatch cancellation by sending a clear statement via email to: sales@a1radiators.co.uk.
  • If you notify us to cancel within the 24-hour window but the goods have already been dispatched, the order will incur a restock charge of 15% of the item's value, and outbound delivery costs will not be refunded.
  • Cancellations requested after the initial 24-hour window must follow our standard 30-Day Return Policy outlined above.

Damaged, Defective, or Faulty Goods

Please inspect your items thoroughly upon arrival.

  • Transit Damage: Any visible damage, dents, scratches, or missing components caused by transit must be reported to us via email within 48 hours of delivery with photographic evidence.
  • Prior to Installation: Do not install or attempt to fit a radiator if you notice a physical fault or damage. Installation constitutes acceptance of the product's physical condition.
  • Manufacturing Defects: If an item is proven structurally or mechanically defective, we will arrange a replacement or full refund at no cost to you, and we will cover all return transport fees.

Reimbursements

We will reimburse your purchase payment minus any restocking charges if applicable, no later than 14 days from the day the returned goods are received back at our premises. We will use suitable re-payment methods, and you will not incur any fees for this reimbursement outside of the restocking and transport fees outlined above.