Return Policy

Please do not send any items back to our address unless advised by a member of the team.

Once you have taken delivery of your goods, we will only accept returns and provide refunds in accordance with your legal rights, for example, if the goods are not fit for purpose or as described. A refund can only be offered if we are told within 14 days of you receiving the product. Another 14 days is then allowed for the goods to be returned.

In the case of goods that are not up to standard, before we can issue a refund, it is required of you to return the product to us for inspection, at the cost of you, the consumer, at which point the refund is based solely on the discretion of the management.

*All refunds from Luxus Design T/A Just Radiators will go to the original payment method. To change this, please specify in writing via email.

If the product does not fit into your home, it will be classed as a cancelled order, and costs will be incurred by you to return it to us in its original condition.

Luxus Design T/A Just Radiators shall not be liable for any direct, indirect or consequential loss (all three of which terms include, without limitation, pure economic loss, loss of profits, loss of business, depletion of goodwill and similar loss), costs, damages, charges or expenses which arise directly or indirectly in connection with the supply of the products to you or your use or resale of the products.


Under the distance selling regulations you have the legal right to cancel your order within 14 working days from the day after receipt of the goods (with the exception of made-to-order (bespoke) items).

Please make sure all goods are returned in the original, undamaged packaging at the cost of you, the consumer. All fixings and fittings must be sent back with the radiator. The radiator needs to be fully protected for the journey back to us and it must arrive in re-sellable condition.

Any goods you wish to return which aren't faulty or weren't damaged before you signed for the goods may be charged re-stocking fee. In the case of special order items which are not normally kept in stock by either ourselves or the manufacturer of the radiator, a varying procedure will come into effect depending upon the radiator(s) and the manufacturer in question.

Goods Arriving Damaged

Any items which arrive cosmetically damaged will be replaced free of charge, as long as they are reported to us within 2 working days from the time you sign for your order. We require photographic evidence of the damage to take action, but this can follow after reporting if you do not have the opportunity to photograph them initially. Sorry, we cannot accept returns for damaged items, which you have failed to report to us within 48 hours of signing for your product. Each case will vary, and we will always do our utmost to provide a replacement to you.

Any damaged items should be kept in their box and reported back to us within 48 hours for a replacement to be sent. Please do not fit them as it will be hard to point to where the damage happened.

Made-To-Order (Bespoke) Products

Made-To-Order (Bespoke) products are specially produced for an individual demand and once acknowledged by Just Radiators cannot be cancelled, returned or refunded.

Made-To-Order (Bespoke) products include:

  • Any bespoke orders such as RAL Colour/Special Finish items, as well as any other painted-to-order products;
  • All cast-iron products are made-to-order (bespoke);
  • Pre-filled electric radiators are also made-to-order (bespoke)

Replacement/Return Request Form

To return or request a refund for an item or items, please fill out the following form with as much supporting information as possible.

Please attach photos of items in original packaging, or photos of the damage if you require a replacement.

Please note original item needs to be returned for inspection before a replacement can be dispatched, depending on stock allocation.

Please also allow 10-14 working days for refunds to be issued.