Returns & Refunds Policy

Soloheat Ltd – UK Online Store

This policy explains returns, cancellations and refunds for orders placed with Soloheat Ltd through our online store. We sell to both private consumers and business customers. Consumer statutory rights are not affected by our Terms & Conditions of Business or this policy.

1. Consumer orders: changing your mind

If you buy as a private consumer online, you generally have 14 calendar days from the day after you receive your goods to tell us you wish to cancel, without giving a reason. If goods in one order arrive separately, this period generally runs from receipt of the last item. You then have 14 days after notifying us to send the goods back.

To cancel, email sales@soloheat.co.uk with your name, order reference, the items concerned and a clear statement that you wish to cancel. You may use any clear written statement; a particular form is not required.

For eligible change-of-mind returns, the customer pays the return carriage cost. Please package goods securely and use a suitable tracked service. You may inspect the goods as you would in a shop, but we may make a lawful deduction for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

2. Bespoke and made-to-specification products

The statutory change-of-mind cancellation right does not generally apply to goods made to a customer’s specifications or clearly personalised. This may include bespoke cast-alloy heaters and specially manufactured heating elements designed to individual requirements. Being supplied to order or not normally held in stock does not, on its own, make a standard catalogue item exempt.

This exception does not remove your rights if goods are faulty, incorrectly supplied or not as described. If you are unsure whether your product is bespoke, please contact us before ordering.

3. Business-to-business orders

Purchases made wholly or mainly for business purposes are subject to our Terms & Conditions of Business. Cancellation or return of correctly supplied goods requires Soloheat Ltd’s prior written agreement and may be subject to applicable costs. The consumer change-of-mind provisions above do not apply to business purchases.

4. Faulty, damaged or incorrectly supplied goods

If an item is faulty, damaged, not as described or different from what you ordered, contact us promptly at sales@soloheat.co.uk with your order number and details, including photographs where helpful. We will provide return or inspection instructions and the appropriate remedy. Where required by law, Soloheat Ltd will cover reasonable return costs for non-conforming goods.

Consumer rights under the Consumer Rights Act 2015, including applicable rights to reject, repair, replacement or refund, remain unaffected. Nothing here limits those statutory rights.

5. How to return goods

Please contact us before sending an item back so we can provide the appropriate return instructions. Unless we advise otherwise, returns should be directed to:

Soloheat Ltd
Unit 2, Lightpill Trading Estate
Bath Road
Stroud, Gloucestershire
GL5 3JW
United Kingdom

Include your order reference and package the item securely. For change-of-mind returns, the customer is responsible for return carriage as stated above. For faulty or incorrectly supplied goods, contact us first so that we can agree suitable return arrangements.

6. Refunds

For a valid consumer cancellation, we will refund the amount paid for the eligible goods and the basic standard outbound delivery charge where required by law. Additional charges for an enhanced delivery option are not normally refundable. We will refund using the original payment method unless you expressly agree otherwise.

We will make the refund within 14 days after receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier. If no goods were supplied, the applicable cancellation refund deadline is 14 days after we are informed of cancellation. Any lawful deduction for excessive handling will be explained.

Refunds and remedies for faulty goods will be handled in accordance with applicable statutory rights or, for business customers, the applicable contract.

7. Exchanges

We do not offer a general exchange service for non-defective goods. Contact us if you would like to discuss purchasing an alternative item. This does not affect statutory rights to replacement or other remedies for faulty or non-conforming goods.

8. Contact

Soloheat Ltd
Email: sales@soloheat.co.uk
Website: https://soloheat.co.uk/
Address: Soloheat Ltd, Unit 2 Lightpill Trading Estate, Bath Road, Stroud, Gloucestershire, GL5 3JW, United Kingdom.

Applies to UK online sales. Consumer statutory rights take precedence over any inconsistent term.