Returns

Returning Undamaged or Non-Defective Goods

Unhappy with your order?

That’s not a problem. Post the item back and refund.

Unless faulty, the item must be returned within 30 days of receiving delivery. The item must be: in the original condition, undamaged and unused. Otherwise it will not be eligible for a refund.

Outside of the 30 period we offer a 60 day period where the item can be credited or exchanged for another item. (As long as the item remains in its original condition.)

If you wish to cancel your order prior to delivery. We recommend contacting us via email or phone call. Please reference your order number and postcode. If possible, please contact us prior to dispatch.

Returning an unwanted item

• We require you to complete and attach with your order.
• The return form will be on the back of your paper invoice. It can also be downloaded from the following link: returns form.
• Complete the form in full, this will speed up the refund process.
• Post the item back to our warehouse. Our address is included at the bottom of this page.
• The return postage is paid for by the customer. We recommend using a tracked service. As we may require a proof of delivery with the name of the person who signed for the return. This helps in case the item is delivered to the wrong address.
• Once returned, we’ll refund the account that originally paid for the order. This may take up to 14 days of the item being received at our warehouse.
• We will notify you when we have refunded your account.
• If you require any assistance, please call us on 01325 717 899

Returns address:

Richmond Radiators – Returns Dept
New Row
Eppleby
North Yorkshire
United Kingdom
DL11 7AW

Returning Damaged, Defective or Incorrect Goods

Damage Policy

IMPORTANT: We do all we can to ensure safe delivery of your parcels, but there are always factors, such as handling en route, outside of our control. It is imperative that if your products look damaged in ANY WAY, you MUST EITHER refuse delivery altogether or sign for the products as “Damaged” (even if you’re unsure). Once you have signed we strongly advise opening and checking thoroughly for any cosmetic damage right away.

If your item arrives damaged, contact us on 01325 717 899 or email [email protected]. In order to proceed we will request photo’s of the damage are sent to us.

Damage must be reported to us within 24 hours of delivery to be eligible for return.  This is due to the courier insurance requirements.

The item(s)will then be collected by us for inspection and refund / exchange in accordance with your requirements.

Faulty Goods

You have the right to return any faulty goods within 30 days of purchase.

We will collect the goods and issue a refund or exchange.

In addition to this, each product has a warranty which covers manufacturing defects for extended periods of time (as stated in the product description).

Incorrect Goods

In the event that you receive an incorrect item, please contact our Customer Services Team on (01325) 717899 or by email to [email protected].

We will exchange the goods received for the correct items, subject to stock availability.

Inbound and outbound calls may be recorded for quality monitoring and training purposes

This returns policy does not affect your statutory rights.

ADVICE: Don’t Book a Plumber or Electrician Until Your Products have Arrived and are Checked
Most parcels will arrive within 24-48 hours, but on rare occasions the parcels can be delayed due to many factors outside of our, and often the couriers, controls. With this in mind we do not recommend booking your plumber, heating engineer or electrician until the product has physically arrived with you and you have opened and checked all items are present as ordered and nothing is cosmetically damaged. This advice serves to save you costs and inconvenience in case anything does go wrong and you are stuck with a tradesman’s bill. Richmond Radiators cannot and will not reimburse for tradesmen visits for any reason.