At Heatstone Homes, we aim to make the returns and refunds process as clear and straightforward as possible.

We kindly ask that you read this policy carefully before placing an order, as it outlines important information regarding cancellations, returns, refunds, and product inspections. If you have any questions or require clarification at any stage

 

14-Day Money-Back Guarantee:

You have the right to cancel your order within 14 days of delivery.

To qualify:

• Items must be unused
• Returned in original packaging
• Include all accessories and components

Customers may be responsible for return shipping costs where there is no fault with the item.

No restocking fees will be applied to returns made within the 14-day statutory cooling-off period.

 

Restocking Fees:

 If a return request is made after the 14-day cooling-off period, and there is no fault with the product, a restocking fee may apply.

Restocking fees:

• Are determined by the supplier
• Vary by brand and product type
• Will always be confirmed and agreed with the customer before any return is approved

Damaged or Faulty Items:

Please inspect all items immediately upon delivery.

• Damages must be reported within 24 hours
• Clear photos and a description of the issue are required
• Email details to support@heatstonehomes.com

We will liaise directly with the supplier to arrange:

• A replacement, where available
• Or a full refund if a replacement cannot be supplied

 

Returns Process (Important)

Do not return items to our registered or office address.
Returns sent there will not be accepted.

All returns must be:

• Authorised by Heatstone Homes
• Returned to the supplier’s designated returns address
• Instructions will be provided once you fill out the returns form below

(Click Here To Submit A Return Or Refund Request By Completing Our Returns Request Form)

 

Suppliers Inspection:

All returned items are subject to supplier inspection and approval before a refund is issued.

Refunds cannot be processed until the supplier confirms the return meets their acceptance criteria.

 

Cancellations: 

• Orders cancelled within 48 hours may be eligible for a full refund
• Orders cancelled after dispatch will incur full return shipping costs
• Refunds are issued only to the original payment method

 

Out-Of-Stock & Discontinued Items:

Occasionally, products may become unavailable or discontinued before our website is updated.

If this happens:

• We will contact you promptly
• Offer a suitable alternative where possible
• Provide an estimated restock date if available
• You always have the right to request a full refund

 

Made-to-Order & Customizable Products:

Please note that made-to-order and customizable items cannot be returned for a standard refund unless they are faulty or damaged.

If production has already started on your item, you may be liable for the full payment.

If your item arrives damaged, please report this within 24 hours with photos and a description of the issue. We will liaise with the supplier to provide a replacement where possible. If a replacement is not available, a full refund will be issued.

 

Refund Process:

• Refunds are issued via the original payment method only
• Processing time will take 7-10 working days after the item has been received.
• We aim to respond to all returns enquiries within 24 hours

If you have not received your refund with in 10 working days of of the item being received. Please reach out to us on the contact information below.

Contact Information: 

If you have any questions about our products, orders, delivery, or returns, our customer support team is here to help.

Email:
 📧 returns@heatstonehomes.com
Phone:
 📞 0161 710 4012

Live Chat With Us

Opening hours: 8am–8pm, every day.

 

We aim to respond within 24hours