UK Consumer Rights & Statutory Law Policy
Your Statutory Rights:
Nothing in our policies affects your legal rights under the UK Consumer Rights Act 2015 and other applicable consumer protection legislation.
Under UK law, goods supplied by Heatstone Homes must be:
- Of satisfactory quality
- Fit for their intended purpose
- As described
These rights apply regardless of any manufacturer guarantee provided with the product.
30-Day Right to Reject (Faulty Goods):
Under the Consumer Rights Act 2015, customers have a statutory right to reject goods within 30 days of delivery if an item is faulty, damaged, not as described, or not fit for purpose.
If a fault is confirmed within this 30-day period, customers are entitled to a full refund. This right applies regardless of any manufacturer guarantee and cannot be restricted or overridden by other policies. The item does not need to be unused, but the fault must not be caused by misuse, incorrect installation, or normal wear and tear.
14-Day Right to Cancel (Change of Mind):
Under the Consumer Contracts Regulations 2013, customers who purchase online have a 14-day right to cancel their order starting from the day after delivery, provided there is no fault with the item.
Items must be returned unused, in their original packaging, and in a resaleable condition. Customers may be responsible for return shipping costs, and a restocking fee may apply where clearly stated. This right does not apply to made-to-order or customised products unless they are faulty.
Faulty, Damaged or Incorrect Items:
If an item is found to be faulty, damaged, or not as described, you may be entitled to a remedy under UK consumer law.
Depending on the circumstances, this may include:
- A repair or replacement
- A price reduction
- A refund
The appropriate remedy will be determined in line with statutory timeframes and the nature of the issue.
Short-Term Right to Reject:
Under the Consumer Rights Act 2015, customers have a short-term right to reject faulty goods within 30 days of delivery and receive a full refund, provided the fault is confirmed.
This does not apply to damage caused by misuse, incorrect installation, or normal wear and tear.
After 30 Days:
If a fault develops after the initial 30-day period, you may still be entitled to a repair or replacement. If a repair or replacement is not possible or unsuccessful, a refund or price reduction may be offered in accordance with statutory guidance.
Made-to-Order & Custom Products:
Statutory rights apply to made-to-order and customised products in the event that the item is faulty or not as described. However, the right to change your mind does not apply to products made to a customer’s specification unless a fault is confirmed.
How to Exercise Your Rights:
If you believe your product does not meet statutory requirements, please contact Heatstone Homes with:
- Your order number
- A description of the issue
- Photographic evidence where applicable
We will assess the issue and advise on the appropriate next steps in line with your legal rights.
Relationship With Other Policies:
This policy operates alongside our Returns & Refunds Policy, Delivery & Shipping Policy, and Manufacturer Guarantee Policy. Where statutory rights apply, they take precedence over all other policies.
We’re Here to Help
Have a question about this policy or your order? Our support team is available to assist.
Email: support@heatstonehomes.com
Phone: 0161 710 4012
Live Chat With Us
Opening hours: 8am–8pm, every day.