Returns

Important: Please do not return any items to us unless you have first received written confirmation and instructions from a member of our team.

1. Your Statutory Right to Cancel (Distance Selling Regulations)

Under UK consumer law, you have the right to cancel your order for standard (non-bespoke) goods within 14 calendar days, starting from the day after you receive the goods.

To exercise this right, you must notify us in writing (email is acceptable) within the 14-day cancellation period.

After You Cancel

• You have a further 14 calendar days from the date you notify us to return the goods.
• You are responsible for the direct cost of returning the goods to us.
• You may arrange your own return courier, or we can arrange a collection on your behalf for a charge. If you choose our collection service, payment must be made in full in advance of collection.
• You are responsible for ensuring the goods are returned safely and appropriately packaged.

Refund Timing

We will issue your refund within 14 calendar days of receiving:

• the returned goods, or
• satisfactory proof that they have been returned (whichever is earlier).

Refunds will be made to the original payment method unless otherwise agreed in writing.

Please note: courier transit times are outside our control. Refunds will be processed promptly once the above conditions are met.

Condition of Returned Goods

Returned items must:

• Be in their original, re-saleable condition
• Include all fittings, fixings, instructions, and accessories
• Be adequately packaged to prevent damage in transit

We reserve the right to make deductions for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

2. Faulty, Damaged, or Incorrect Goods>

If your goods are faulty, damaged, or not as described, please notify us within 30 days of receipt.

You may be required to provide photographs or return the item for inspection.

Where a fault is confirmed, we will offer a repair, replacement, or refund in accordance with your statutory rights.

3. Voluntary Returns (Outside Statutory Rights)

If you wish to return goods that are not faulty (for example, if they are unsuitable or ordered incorrectly), and your statutory cancellation period has expired:

• Acceptance of the return is at our discretion.
• Return carriage costs are the responsibility of the customer.
• A restocking fee may apply.
• Items must be unused and in resalable condition.

We reserve the right to refuse returns that do not meet these conditions.

Made-to-Order (Bespoke) Products

The following items are made to order and are non-cancellable and non-returnable once the order has been acknowledged and confirmed:

• Products in custom RAL colours or special finishes
• All cast-iron radiators
• Pre-filled electric radiators

These items are manufactured or prepared specifically to your requirements and are therefore excluded from standard cancellation rights under consumer legislation.

5. Refund Method

Refunds will be issued to the original payment method unless an alternative method is agreed in writing via email.

6. Limitation of Liability

Just Radiators shall not be liable for any indirect, incidental, or consequential losses arising from the use, installation, resale, or transport of the goods, except where liability cannot be excluded under applicable law.