Returns & Refunds Policy

Last updated: 21 October 2026

We understand that sometimes you may need to return a product. Whether a product arrived damaged, is faulty, or you simply changed your mind, Heat Hollow aims to make the process as simple and straightforward as possible — and every return starts with an email to us, before anything is posted.

30-day return window — at a glance

• Window: request your return within 30 days of delivery. Every return needs our written approval first; products sent without approval can't be refunded.
• Return delivery: at your own cost, to our returns centre in the United States — an international shipment. We don't provide return labels, free returns or exchanges.
• Condition: unused beyond a brief check, undamaged, complete, in the original packaging. Every return is inspected before a refund is issued.
• Refunds: to the original payment method within 7 working days of approval. Shipping Protection fees aren't refunded.
• Cancellations: orders are processed automatically, so a cancellation is only possible within 5 minutes of ordering.
• Damaged, faulty or incorrect products: report within 3 working days of delivery, with photographs, and we'll send you a replacement free of charge. Minor cosmetic marks, the smell on first use, normal operating noise and heat output that isn't what you hoped for aren't faults (section 8).

1. Return window

You can request a return within 30 days of the delivery date recorded by the courier, for any reason; we're unable to accept requests after 30 days. Your order number is your proof of purchase, and sale products return on the same terms as full-price ones.

2. Return conditions

You may unpack and inspect a product as you would in a shop, and switch it on briefly to confirm it works. Beyond that, it needs to come back in the condition you received it:

• Unused beyond that brief check, with no signs of regular use, dust, scorching, scratches or odours.
• Unaltered and undamaged, with the cord, plug and any guards or feet intact — no cut cords, changed plugs, repairs or modifications.
• Complete, in the original box and packaging, with all accessories, remote controls, mounting parts, manuals and protective film, packed inside a shipping box (please don't stick the label directly on the product box).

Every return is inspected on arrival. If a product doesn't meet these conditions we'll let you know: depending on its condition we either refund a reduced amount that reflects the loss in value, or decline the return. Declined products can be sent back to you at your cost if you ask within 14 days.

3. How to return a product (step by step)

1. Contact us at support@heathollow.com within 30 days of delivery with your order number, the product(s) you're returning and the reason. For larger heaters, mention the box dimensions and weight — it helps you plan the return shipment.
2. Wait for our approval. We reply within 2 working days. If your return meets the conditions you'll receive our written approval, the return instructions and the address of our returns centre in the United States. Please don't send anything back before you have it — this address is only shared through this process, and parcels sent to our business address, the address on the shipping label or anywhere else can't be matched to your order or refunded.
3. Pack the product securely in its original packaging, write your order number on the outside of the parcel and put a note with your order number inside. Only include the products we've approved.
4. Post the parcel within 14 days of receiving our approval, using a reliable tracked service, and email us the tracking number.
5. We inspect and refund. We check the return within 3 working days of arrival and email you the outcome.

Returns that arrive without prior approval, at any other address, or more than 30 days after our approval can't be matched to an order and can't be refunded.

4. Return delivery costs

• Our returns centre is in the United States and we don't operate a returns address in the United Kingdom, so every return is an international shipment: you arrange it with a courier of your choice and pay the international tracked postage, which isn't reimbursed. Heaters are bulky and heavy, so please check the cost before requesting a return — it can be substantial.
• This applies to every return — a change of mind, a wrong model or a product that turns out not to suit your space. We don't offer free returns or prepaid return labels and we don't refund postage. The only exception is a confirmed manufacturing fault or an error on our side (section 7) where we ask you to send the product back.
• Please complete the customs declaration (CN22/CN23) as "Returned goods – no commercial value". Parcels that arrive with import duties, taxes or handling fees due are refused by the returns centre and sent back to you, and can't be refunded.
• Use a tracked service and keep your proof of postage until the refund has been completed. The parcel remains your responsibility until it reaches our returns centre; returns that are lost, damaged in transit or can't be traced can't be refunded.

5. Refunds and processing time

• Once your return has been received and approved we issue the refund within 7 working days — and in any case within 14 days of receiving your return — to the original payment method used during purchase. Your bank or payment provider can take a further 5–10 working days to show the amount. We can't refund to a different card, account or person, and refunds are only issued after the product has been received and inspected.
• The refund covers the price you paid for the returned product(s). Promotional discounts are applied proportionally across the items in an order, so you receive back the amount actually paid for the product. Return postage isn't refunded, except where we've asked you to return a confirmed faulty product (section 7).
• If you added Shipping Protection at checkout, that fee is a charge for the shipment itself and isn't refunded when an order, or part of it, is returned.
• Products that aren't in their original condition are refunded at a reduced amount reflecting the loss in value, or declined (section 2).
• Refunds aren't issued as store credit unless you ask for it.

6. Cancelling an order

Every confirmed order is passed automatically to our fulfilment centre and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed: email support@heathollow.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing.

After 5 minutes we're unable to stop, change or cancel the order — this also applies if you've changed your mind, found the product elsewhere or are worried about the delivery time. We'll send you our return instructions instead: you can return the product after delivery under this policy, at your own cost, to our returns centre in the United States. Refusing the parcel at the door doesn't count as a cancellation or a return (see our Shipping Policy, section 6).

7. Damaged, faulty or incorrect products

Please inspect your order when it arrives. Every product is checked before dispatch, but if something is wrong we'll put it right. Let us know within 3 working days of the delivery date recorded by the courier, before putting the product into regular use, and send us:

• your order number;
• clear photographs: a close-up of the problem, the complete product, the rating label and — for transit damage — the packaging with the shipping label. For a unit that won't switch on, a short video of the attempt helps.

A manufacturing fault or error on our side means: a product that doesn't power on or doesn't heat when correctly connected, a cracked or broken casing, panel or element present on arrival, a missing part, remote or accessory, a product that differs from your order confirmation (wrong model, size, colour or variant), or damage caused in transit. Minor cosmetic marks and normal characteristics of a new heater aren't faults (section 8).

We assess every claim within 2 working days against these criteria and the list in section 8. When a fault or error is confirmed, we send you a replacement free of charge — the same product, or the missing or broken part where that solves the issue. We resolve these cases with a replacement rather than a refund. If the exact product is no longer available, we'll send the same model in another colour or a comparable product of equal value, in consultation with you. You don't need to return the faulty product unless we ask you to.

Without photographs we're unable to verify a claim. Issues reported after 3 working days, or after the product has been put into regular use, can't be accepted as a fault claim; the product can then be returned as a standard return under sections 1 to 4, at your cost.

8. What isn't a fault

Our products are produced in batches, with finishing partly done by hand. The characteristics below are a normal part of the product rather than faults. Products with these characteristics can be returned as a standard return (unused, at your cost, sections 1 to 4), but they don't qualify for a free return or a replacement as a faulty product:

• A slight smell or light haze on first use — new heating elements and coatings burn off for the first few minutes; this is normal and disappears after the first use in a ventilated room.
• Normal operating sounds — a faint fan hum, ticking or creaking as metal parts expand and contract while heating up and cooling down.
• Thermostat and temperature tolerance — the displayed or set temperature can differ by a few degrees from a separate thermometer, and the thermostat cycles the heater on and off by design.
• Heat output that isn't what you hoped for — a heater's effect depends on room size, insulation and ambient temperature; the wattage and recommended room size are stated on the product page.
• Minor cosmetic marks, small scratches or slight unevenness in the finish within normal production tolerance.
• Colour or shade differences caused by screen settings, photo lighting or normal batch variation; minor differences in finish or trim compared with the product photo.
• Dimensions that differ by up to 2–3 cm from the product page, or between two units of the same model, and a product that looks larger, smaller or lighter than you expected.
• Minor marks or dents on the outer packaging when the product itself is undamaged.
• The product doesn't suit your room or needs (section 9), you no longer need it, you ordered the wrong model, colour or variant, or you found it cheaper elsewhere.
• Damage that occurred after delivery: use contrary to the manual, covering the heater, use in damp or outdoor conditions where not intended, extension leads or adapters, knocks, drops, cleaning with unsuitable products, alterations, repairs, pets or accidents.
• Products with the cord cut, the plug changed, seals or rating labels removed, or packaging that can no longer be reused.

If anything is unclear, please read the product description, dimensions and recommended room size before ordering, or ask us — we're happy to help you choose the right product before you buy.

9. Dimensions and room size

Every product page lists dimensions, weight, wattage, recommended room size and plug type. Please measure the space where the heater will stand or hang and compare it with the dimensions and room-size guidance before ordering; if in doubt, ask us. Because this information is available before purchase, a heater that's too big or small for your space, heats a room more slowly than you expected, or isn't the variant you intended isn't a fault: unused products can be returned at your cost under sections 1 to 4, and you can order the right model separately.

10. Exchanges

We don't process exchanges. If you'd like a different model, colour or variant, return the unused original under sections 1 to 4 for a refund and place a new order — the new product is dispatched straight away rather than waiting for your return to reach us.

11. What can't be returned

• Products that show signs of regular use, have been modified, repaired, or have the cord cut or plug changed (section 2).
• Health and personal care products, if included in an order, once opened or used, unless faulty.
• Custom-made or personalised products.
• Gift cards.

12. Fair use

To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of used products, claims that aren't supported by evidence, or returned products that differ from those purchased, we may decline the return and refuse future orders.

13. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@heathollow.com