Refund policy

Same Day Dispatch

Place your order before 4pm Monday to Friday and in-stock items will be dispatched the same day. Orders placed after 4pm or on weekends and Bank Holidays will be dispatched the next available working day. Items marked 'Available in 3-5 days' are excluded from same day dispatch.

Delivery Options

Standard 3-5 Working Days: £4.99
Express Next Day: £9.99
Free delivery on orders over £150 exc VAT
Collection from Branch E18 2QB: FREE

Click & Collect

Collect your order free from our London trade counter at 61 Fullers Road, E18 2QB.

In-stock items are ready for immediate collection
Call ahead to confirm availability: 020 4549 0090

Bank Holidays

We cannot dispatch on Bank Holidays. Please allow an extra working day during Bank Holiday periods.

Delivery FAQs

Is delivery guaranteed? Once items leave our warehouse, delivery is handled by our couriers. We cannot guarantee delivery times once dispatched.

Can I have my order delivered to a different address? Yes, simply enter a different delivery address at checkout.

When will I receive my order? Orders placed before 4pm Monday to Friday are dispatched the same day for Mainland UK.

Returns Policy

You have 14 days from the date of delivery to notify us that you wish to return an item, and a further 14 days from that notification to send the goods back to us.

Returns are accepted only where:

The item is in its original packaging and in re-saleable condition
There is no concealed or cosmetic damage
Proof of purchase (dispatch note or invoice) is provided
The exact quantities and descriptions from the original invoice are included

To initiate a return, please email mail@heating-parts.co.uk. Return shipping costs are the responsibility of the buyer — please arrange and purchase your own return postage. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

Once we receive and inspect the returned goods, a full refund excluding original shipping costs will be processed within 14 days.

Special Order Items

Products clearly marked as 'Special Order' at the point of purchase cannot be returned unless faulty or damaged on arrival. A 25% handling fee applies to any exceptional cases where a return is agreed.

Return Handling Fees

Mainland UK standard orders: No handling charge
Special Order items: 25% handling fee applies

Damaged or Incorrect Items

Please inspect your order upon delivery. It is your responsibility to check for both concealed and cosmetic damage.

If your item arrives damaged, email a photograph of the damaged item and packaging to mail@heating-parts.co.uk
Damage must be reported within 2 days of delivery
Lost goods must be reported within 10 days of the invoice date

Once notified with proof of purchase, HPS will arrange collection at our expense with no further charges. A replacement will be dispatched free of charge, subject to the goods being signed for as damaged and reported within the timeframes above.

Faulty Goods

If you believe an item is faulty due to defective materials or workmanship, please contact us at mail@heating-parts.co.uk with your proof of purchase and a description of the fault.

Faulty items will need to be returned to us so they can be sent to the manufacturer for investigation. Once the manufacturer has assessed the item, we will notify you of the outcome. If the fault is confirmed, the item will be replaced free of charge or a credit may be issued at our discretion.

Please note:

Goods made faulty through alteration, misuse, or incorrect installation will invalidate all warranties and will be returned at the buyer's cost
This warranty covers faults present at delivery or arising within 12 months of delivery, as determined by the manufacturer
Goods returned outside the warranty period will not be processed and will be returned at the buyer's cost

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015. If you have any concerns about your rights as a consumer, you can find further information at www.citizensadvice.org.uk.

Contact Us

mail@heating-parts.co.uk 020 4549 0090 or 01278 455391