REFUND & RETURN

RETURN & REFUND

At Warwick Heating and Bathrooms, we pride ourselves on supplying high-quality heating and plumbing products. However, we understand that sometimes you may need to return an item. Our returns policy is designed to be fair, transparent, and compliant with UK Consumer Contracts Regulations.

1. Unwanted Items (Change of Mind)

If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your goods. You then have a further 14 days to return the items to us.

To be eligible for a refund, the items must be:

  • Unused, uninstalled, and in the exact same condition that you received them.
  • In their original, undamaged packaging with all seals intact.
  • Accompanied by the original receipt or proof of purchase.

Please note: The customer is responsible for the cost of return shipping for unwanted items. We highly recommend using a trackable shipping service or purchasing shipping insurance for high-value items (such as boilers or bathroom suites), as we cannot guarantee we will receive your returned item.

2. Faulty or Damaged Goods

We thoroughly inspect our items before dispatch, but occasionally damage can occur in transit or manufacturing faults may arise.

  • Damaged in Transit: You must inspect all goods upon delivery. Any transit damage must be reported to us within 48 hours of receipt. Please provide photographic evidence of the damage and the packaging.
  • Faulty Products: If a product develops a fault within its warranty period, please contact us. Depending on the manufacturer's policy, we may offer a replacement, repair, or refund. For certain items (like boilers and heat pumps), the manufacturer may require their own engineer to inspect the fault on-site before a return is authorized.

3. Non-Returnable Items

For safety, hygiene, and technical reasons, the following items cannot be returned unless they are proven to be faulty:

  • Printed Circuit Boards (PCBs) and Electrical Boiler Spares: Once the packaging seal is broken, these cannot be returned as they can be easily damaged by static electricity or incorrect installation.
  • Custom or Bespoke Items: Any products that have been custom-made, cut to measure (e.g., specific lengths of pipe cut from a larger roll, beyond our standard bundles), or specially ordered for you.
  • Installed Items: Any products that have been plumbed in, wired, or altered in any way.
  • Toilet seats that have been unsealed (for hygiene reasons).

4. Trade and B2B Returns

For our trade account customers and B2B transactions, returns of unwanted stock may be subject to a 25% restocking fee. Please speak to the trade counter team directly to discuss bulk returns or project overstock.

5. How to Initiate a Return

Please do not send your purchase back to the manufacturer. To start a return, follow these steps:

  1. Contact Us: Email us or call our trade counter at 0121 680 0073 with your order number and the reason for the return.
  2. Approval: Our team will review your request and provide you with return instructions and a Return Merchandise Authorization (RMA) reference if applicable.
  3. Pack the Item: Securely pack the item in its original packaging.
  4. Send it to Us: Ship the item or drop it off in person at our trade counter:
    Warwick Heating and Bathrooms
    904 Warwick Rd
    Tyseley, Birmingham
    B27 6QG

6. The Refund Process

Once your return is received and inspected by our warehouse team, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (credit card, PayPal, etc.).
  • Please allow 5 to 10 business days for the funds to appear in your account, depending on your bank or card issuer's processing times.
  • Original delivery charges are non-refundable unless the item delivered was incorrect or faulty.