Complaints Policy

At Heatstone Homes, we’re committed to providing excellent products and outstanding service. However, we understand that sometimes things don’t go as planned. If you’re unhappy with any aspect of your order or experience, please let us know — we’ll do everything we can to make it right.

How to Make a Complaint

If you’d like to raise a complaint, please contact our customer support team using one of the following

Email: complaints@heatstonehomes.com
You may also contact us via our Contact Us page.
Our customer support team operates Monday to Sunday 8am-8pm, excluding UK public holidays.

Please include the following details to help us resolve your issue quickly:

Your full name and contact information
Your order number
A clear description of the issue
Any relevant photos or supporting evidence

What Happens Next

Acknowledgement:
We’ll confirm receipt of your complaint within 2 working days.
Investigation:
A member of our complaints team will review your case carefully and may contact you for further details.
Resolution:
We aim to provide a fair and clear response within 5–10 working days, depending on the nature of the issue. If more time is needed, we’ll let you know and keep you updated throughout.

If You’re Still Not Satisfied

If you’re unhappy with the outcome, you can request that your complaint be reviewed by a senior team member. We take all feedback seriously and use it to improve our products, services, and overall customer experience.

This complaints process does not affect your statutory rights under UK consumer law.

Our Promise

Your satisfaction matters to us. As an online-only retailer, we work closely with trusted UK suppliers to ensure quality and reliability at every step. We’re always here to listen, learn, and make improvements where needed.

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Complaints Policy