Your Complete Guide to Delivery and Returns at Heating Radiators Store

Our Commitment to You

At Heating Radiators Store, we’re dedicated to providing premium heating solutions including our Double Panel, Double Panel Plus, and Single Panel radiators. We understand that purchasing heating equipment requires confidence in both the product quality and our service commitment. This policy ensures transparency in our shipping and returns processes.

Quick Overview: 15-day return window | Products must be unused in original packaging | Refunds processed within 5-7 business days

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days from the time we receive your order confirmation and payment verification.

Shipping Methods & Delivery Times

Standard Shipping – £12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after dispatch
  • Tracking: Full tracking provided
  • Coverage: Available worldwide (excluding some remote areas and parts of Asia)

Free Shipping

  • Available for orders over £50
  • Carrier: EMS
  • Delivery Time: 15-25 business days after dispatch
  • Tracking: Basic tracking available

Please note: Delivery times are estimates and may vary due to customs processing, weather conditions, or other factors beyond our control.

Returns & Exchanges Policy

Eligibility Criteria

✅ What Can Be Returned/Exchanged

  • Double Panel radiators in original condition
  • Double Panel Plus radiators with all components
  • Single Panel radiators with intact packaging
  • Items received damaged or defective
  • Incorrect items shipped by our team

❌ What Cannot Be Returned

  • Custom-made or specially ordered radiators
  • Products showing signs of installation or use
  • Items without original packaging or documentation
  • Products purchased more than 15 days ago
  • Items damaged due to improper handling or installation

Important: Custom-made radiators designed to specific measurements or requirements cannot be returned due to their bespoke nature.

Step-by-Step Return Process

1 Submit Return Request

Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email Content:
Dear Heating Radiators Store Team,

I would like to request a return/exchange for my recent purchase:

Order Number: [Your Order Number] Order Date: [Date of Purchase] Product Name: [Double Panel/Double Panel Plus/Single Panel] Reason for Return: [Please specify: defective, wrong item, changed mind, etc.] Preferred Resolution: [Refund / Exchange for [Specific Product]] Contact Phone Number: [Your Phone Number]
Please provide return instructions and authorization.

Thank you,
[Your Full Name]

2 Wait for Authorization

Our customer service team will review your request within 24-48 hours and provide:

  • Return Authorization Number
  • Shipping instructions and address
  • Any additional requirements

3 Package and Ship

Carefully pack the item in its original packaging with all accessories and documentation. Include the Return Authorization Number clearly on the outside of the package.

4 Track Your Return

Use your shipping carrier’s tracking service to monitor the return shipment. We recommend using a trackable shipping method for your protection.

Refund Information

Refund Timeline & Method

  • Processing Time: 5-7 business days after we receive and inspect the returned item
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Deductions: Original shipping costs are non-refundable
  • International Refunds: Additional 2-3 days for cross-border processing

Note: The refund will appear on your statement under our company name “Heating Radiators Store.” The timing of the refund appearing in your account depends on your bank or payment provider’s policies.

Exchange Process

For exchanges to a different radiator model (Double Panel, Double Panel Plus, or Single Panel):

  • Follow the standard return process above
  • Specify your desired exchange product in the return request
  • We’ll ship the new item once we receive your return
  • Any price differences will be refunded or charged accordingly
  • Standard shipping rates apply for exchange shipments

Damaged or Defective Items

If you receive a damaged or defective radiator:

  • Contact us within 48 hours of delivery
  • Provide photos of the damage/defect
  • We’ll arrange free return shipping
  • Choose between replacement or full refund
  • Priority processing for defective item claims

Need Help With Your Return?

Our customer service team is here to assist you:

  • Email: [email protected]
  • Response Time: Within 24-48 hours
  • Business Hours: Monday-Friday, 9:00-17:00 GMT
  • Company Address: 96 Villette Path, Sunderland, GB SR4I 3GZ

We’re committed to making your return experience as smooth and hassle-free as possible. Your satisfaction with our Double Panel, Double Panel Plus, and Single Panel radiators is our top priority.


We may update this policy periodically. Please check back for the most current version.