Refund & Returns Policy
Last updated 24 June 2026. We want you to be happy with your order. Here is how returns and refunds work.
1. Your 14-day return window
You can return most items within 14 days of delivery for a refund. To be eligible, the item must be unused, unassembled, and in its original packaging with all fittings and instructions included.
2. Return conditions at a glance
| Within 14 days of delivery | Eligible for return and refund |
|---|---|
| Unused and unassembled | Required — wall items must not have been fitted |
| Original packaging & fittings | Required, including anchors and templates |
| Faulty or damaged on arrival | Free replacement or full refund |
| Custom or assembled items | Not eligible unless faulty |
3. How to start a return
Email support@vtheating.shop with your order number and the items you want to return. We will reply with a return address and instructions. Please do not send items back before contacting us.
4. Refunds
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method (Stripe or PayPal) in USD within 5–10 business days. The time it takes to appear depends on your bank or card issuer.
Original shipping charges are non-refundable unless the item was faulty or we made an error. Return shipping is paid by you unless the item is faulty or incorrect, in which case we cover it.
5. Faulty or damaged items
If an item arrives damaged or develops a fault, email us within 48 hours of delivery (for transit damage) with your order number and a photo. We will arrange a free replacement or a full refund, including any shipping you paid.
6. Exclusions
For hygiene and safety reasons, items that have been assembled, wall-mounted, or modified cannot be returned unless faulty. Bundles must be returned complete. This policy does not affect your statutory rights as a consumer.
7. Contact
VT HEATING LIMITED · Company No. 05194896 · 78 The Green, Twickenham, Middlesex, TW2 5AG, United Kingdom. Email support@vtheating.shop or call +44 7865015953.