Returns Policy of IR-Heating
If you decide you no longer want your items or you have bought the wrong products (these things happen), just contact us for an RMA number within the 14-day cancellation period. You then have a further 7 days to return them to us, and as long as the goods are fit for resale (undamaged, in their original undamaged packaging and are not modified in any way), we will refund your purchase price excluding any delivery costs or offer to exchange them.
Please be aware that in order for us to process your return, we need to be in possession of your purchased items within 7 days of you notifying us that you would like to return your items.
Note: we take no responsibility for items that are lost or damaged on their way back to us. We advise customers to package their items carefully and to use at least a second class recorded service. Collections are available at a charge of £20 per box.
Any items that have been modified intentionally or unintentionally, or any items that have had repair attempts conducted on them are not eligible for refunds. IR-Heating or any of its affiliated companies are not responsible for any modifications carried out to any products by customers after dispatch, including but not limited to rewiring, dismantling, cutting or any other alterations, and do not accept liability for any damage caused as a result of cutting, soldering or any other tampering after the product has been dispatched.
This includes any damage, markings, tears or otherwise disfiguring of the box in which the heater is supplied.
In this situation, IR-Heating are not obliged to offer a refund or exchange.
A 20% restocking fee will be applied to all IR Panels returns and will be deducted from any refunds.
Custom Printed Infrared Heating Panels are excluded from our 14-day cancellation period unless they are faulty. Please take extra care when ordering you are happy with your proof and quality of your final image sign off.
Please be aware that by returning a Custom Printed Infrared Heating Panel, IR-Heating reserves the right to resell this panel.
You will void your 14-day returns period should you choose to cut off the plug that comes with every heater, though this does not affect your warranty.
If the items we have sent you are not the ones you ordered or if we have sent you the incorrect number of items, please contact us straight away so we can resolve the problem.
Where the items are incorrect, we will usually ask you to return them to us before we send out the correct items.
For Damaged Items:
Dead on Arrival
If you receive an item and it is damaged, you must notify us within 7 working days. If we are unable to resolve the problem directly, the item in question must be returned in its original packaging for inspection. Once the item has been inspected and the fault confirmed, we will issue a replacement or a refund excluding any delivery charges. If we are unable to find a fault with the item, we will return the item to you and an additional charge for delivery will be taken.
If you have modified your item before the return then any warranty that would be applied will become void, and a refund will not be given.
Faulty in Warranty Period
If you have any problems with your purchase, or if any item(s) develop a fault, please contact our customer support team on 01444 391120. If we are unable to resolve your problem directly and your item(s) are within warranty, typically 24 months though this will vary from item to item, you will need to return the item to us for inspection, after which we will either replace, repair, or refund the item at our discretion.
Under The Consumer Rights Act 2015, the consumer has the right to return any goods that they deem to be faulty within six months of purchase, at which point IR-Heating will carry out tests to determine whether the product was faulty at point of sale or not.
This warranty does not apply to damage or failure to perform arising as a result of any Acts of God or from any abuse, misuse, abnormal use or use in violation of any applicable standard, code or instructions for use including without limitation those contained in the latest safety, industry and/or electrical standards for the relevant region(s).
Items that have been modified are not eligible for a replacement item and any warranties applied become void.
If the order is under 14 days old, please contact us for a RMA number as goods cannot be returned without a valid RMA number. If an item is returned within the 14 days without an RMA number, we will NOT be able to process your return. It is the responsibility of the customer to return the goods at their cost. IR-Heating will not be liable for refunding any delivery costs associated with the returned items.