Refund and Returns Policy

1. Introduction

At outdoorheater.co.uk, we want you to be completely satisfied with your purchase. This Refund and Returns Policy explains your rights when you buy from us, including:

  • Your 14-day cooling-off period to cancel your order (Consumer Contracts Regulations 2013)

  • Your 30-day right to reject faulty or misdescribed goods (Consumer Rights Act 2015)

  • Our returns process, refund timelines, and who pays for return postage

This policy applies to all purchases made through our website. It does not affect your statutory rights.

2. Your Legal Rights – A Summary

Under UK law, you have the following rights when you buy from us online:

 
 
Situation Your Right Time Limit
You change your mind (no fault) Cancel for any reason and get a full refund 14 days from the day after you receive your goods
Goods are faulty, damaged, or not as described Reject the goods for a full refund 30 days from delivery
Goods develop a fault after 30 days Repair, replacement, or partial refund Up to 6 years (depending on the fault)

Your legal rights cannot be taken away or restricted by any statement in this policy.

3. Cooling-Off Period – Change of Mind Returns

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason, without giving an explanation.

3.1 How to Cancel

To cancel your order, you must inform us of your decision within 14 days of the day you receive your goods. You can do this by:

  • Email: Info@oudoorheater.co.uk

  • Phone: [Insert Your Phone Number]

You do not need to use a specific form – simply tell us you wish to cancel. We recommend keeping a copy of your cancellation notice.

3.2 Returning the Goods

Once you have notified us of your cancellation, you have a further 14 days to send the goods back to us. This means you have a maximum of 28 days from delivery to complete your return.

Goods must be returned to:

Returns Department
[Insert Your Full Returns Address]

3.3 Condition of Returned Goods

To qualify for a full refund under the cooling-off period, goods must be:

  • Unused and in the same condition as when you received them

  • In their original packaging (including all accessories, manuals, and labels)

  • Complete with all parts and components

We reserve the right to reduce your refund if the goods show signs of excessive handling beyond what would be reasonable in a shop.

3.4 Who Pays for Return Postage?

You are responsible for the cost of returning goods under the cooling-off period, unless we have agreed otherwise. We recommend using a tracked or signed-for delivery service, as you are responsible for the goods until they reach us.

3.5 Refund Timeline

Once we receive your returned goods (or proof of postage, if earlier), we will process your refund without undue delay and, in any event, within 14 days.

Refunds will be issued to the original payment method used for the purchase. This includes:

  • The full purchase price of the goods

  • The standard delivery charge you paid (not expedited or express delivery costs)

4. Faulty or Damaged Goods

Under the Consumer Rights Act 2015, goods must be:

  • Of satisfactory quality

  • Fit for purpose

  • As described

4.1 Within 30 Days of Delivery

If your goods are faulty, damaged, or not as described, you have the right to reject them and receive a full refund within 30 days of delivery.

To exercise this right, contact us immediately at:

  • Email: [Insert Your Email Address]

  • Phone: [Insert Your Phone Number]

We will arrange for the return of the goods. We will bear the reasonable costs of returning faulty goods.

4.2 After 30 Days (Up to 6 Years)

If a fault develops after 30 days but within 6 years of delivery, you may still be entitled to a repair, replacement, or partial refund, depending on the nature of the fault and how long you have had the goods.

Contact us, and we will assess your claim in line with your statutory rights.

5. Exclusions

The following items cannot be returned under the cooling-off period (Consumer Contracts Regulations 2013 exceptions):

  • Goods that have been custom-made or personalised to your specification

  • Sealed goods that have been unsealed and are not suitable for return for health or hygiene reasons (this may apply to certain accessories)

  • Goods that have been used or installed beyond what is necessary to inspect them

This does not affect your rights in relation to faulty goods.

6. How We Process Refunds

Refunds are processed as follows:

  1. Inspection: We inspect returned goods to ensure they meet the conditions set out in this policy.

  2. Approval: If your return is approved, we will notify you.

  3. Refund: Your refund will be issued to your original payment method within 14 days of our agreement that you are entitled to a refund.

If you return goods under the cooling-off period and they are not in a resaleable condition, we may deduct an amount from your refund to reflect the diminished value.

7. Exchanges

If you would like to exchange an item for a different product, please follow the returns process above and place a new order for the item you want. We will process a refund for the returned item, and you can then purchase the replacement separately.

8. International Returns

For customers outside the UK, please note:

  • You are responsible for all return postage costs and any customs fees or import duties incurred.

  • We recommend using a tracked international shipping service.

  • Refunds will be processed in GBP (British Pounds) at the original exchange rate used for your purchase.

9. Contact Us

If you have any questions about this Refund and Returns Policy or need help with a return, please contact us:

  • Email: [Insert Your Email Address]

  • Post: [Insert Your Full Postal Address]

  • Phone: [Insert Your Phone Number]

10. Changes to This Policy

We may update this Refund and Returns Policy from time to time. Any changes will be posted on this page, and the date at the top will indicate when it was last updated.

11. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you are unsure about your rights, you can visit the Citizens Advice website at www.citizensadvice.org.uk or contact the Citizens Advice consumer helpline on 0808 223 1133.

Next Steps

  1. Replace all bracketed [Insert ...] placeholders with your actual business and returns address details.

  2. Add a link to this Refund and Returns Policy in your website footer, on product pages, and during checkout.

  3. Consider creating a “Returns Form” that customers can download and include with their return.

  4. Review your Terms & Conditions to ensure they align with this policy.

  5. Train your customer service team on the returns process and the legal rights outlined above, particularly the 14-day cooling-off period and the 30-day right to reject faulty goods.