At Heatstone Homes, we work closely with trusted UK brands and manufacturers to deliver premium bathroom and heating products directly to your door.

We kindly ask that you read this delivery policy carefully before placing an order, as it outlines important information regarding dispatch times, delivery methods, and access requirements. If you have any questions or require clarification at any stage, our team is always happy to help.

 

Order Confirmation & Processing:

Once you place your order, we will pre-authorise your card, meaning the funds are reserved but not charged immediately.
We then contact our supplier to confirm that the item is available for dispatch.
 Once availability is confirmed, payment is processed and your order is prepared for dispatch.
If an item is unavailable or on backorder, we will void the pre-authorisation and contact you to discuss next steps.

 

Delivery Costs:

We aim to provide transparent and straightforward delivery charges based on your order value:

Delivery To Mainland UK

• Orders £98.99 and over: Free Delivery
• Order Under £99: £7.49

Please note that delivery to Northern Ireland and some parts of Scotland may incur additional charges. We recommend contacting us before placing your order for an accurate delivery cost.

 

Delivery Timeframes:

• Standard delivery: Most products are delivered within 3–5 working days. Monday to Friday only, from dispatch
• Order handling time: Orders are typically processed and dispatched within 1–2 working days. Orders placed before 2:00pm (UK time) on a working day will be processed from the same day where possible. Orders placed after 2:00pm will be processed on the next working day.
• Transit time: 2–3 working days (Monday–Friday)
• Northern Ireland & Scotland: Delivery may take 5–7 working days, Monday to Friday only, from dispatch.
• Delivery timeframes can vary by brand and supplier
   👉 lead times are displayed on each product page under the relevant tabs

Please note that deliveries are currently made on weekdays only (Monday to Friday) and do not include weekends or public holidays.

Once your order has been dispatched, you will receive tracking details by email within 24 hours.

If you have not received tracking information within 6 working days, please contact us at support@heatstonehomes.com so we can assist.

 

Missed Delivery:

If a delivery attempt is missed due to the customer being unavailable, incorrect delivery details, or access issues, the courier may reschedule delivery or return the item to the supplier. Any re-delivery, storage, or return fees incurred may be charged to the customer.

For large items, someone must be available to accept delivery on the agreed date. If a delivery is missed, please contact Heatstone Homes as soon as possible so we can assist with rearranging delivery.

 

Made-to-Order & Customisable Products

Some items on our website are made-to-order or available on pre-order, which means they are not kept in stock and will only be manufactured once your order is placed. This applies to a range of products, including certain bathtubs, furniture, and items with bespoke finishes.

Delivery times for these items may be longer than standard products and maybe up 12 weeks. Once production has started, lead times will apply, and you may be liable for full payment.

We recommend confirming estimated delivery times before placing your order to ensure your project timelines are met.

 

Third-Party Couriers & Delays:

All deliveries are fulfilled by third-party courier services arranged by our suppliers.

Heatstone Homes cannot be held liable for courier delays. Having Said that we strongly encourage customers to contact us directly if there are any delivery issues so we can liaise with the supplier or courier on your behalf.

 

Large & Heavy Item Deliveries:

Many of our products are large or heavy and are delivered via 'Curb Side' delivery.

Please note:

• Couriers will not carry items into the property
• Delivery is typically to the front door or Curb Side only
• We recommend two people are present to accept delivery
• Installation services are not provided

For flats or apartments:

• Most couriers will deliver to a ground floor location only
• Upper-floor delivery is usually not available

 

Important Delivery Notes:

• Please ensure access is clear on delivery day
• Missed deliveries or failed access may incur re-delivery charges
• Delivery dates are estimates and not guaranteed

All delivery times provided are estimates and cannot be guaranteed. Once your order has been dispatched, tracking details will be shared so you can monitor progress, and we will keep you informed of any updates or delays where possible.

 

Contact Information:

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

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

Live Chat With Us

Opening hours: 8am–8pm, every day.

 

We aim to respond within 24 hours

 

 

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

 

 

Overview:

Many products sold by Heatstone Homes include a manufacturer-backed guarantee, typically ranging from 2 to 15 years, depending on the product and brand. These guarantees are provided by the manufacturer and are intended to give customers confidence in the quality and durability of their purchase.

Manufacturer guarantees apply in addition to your statutory consumer rights, which remain unaffected.

 

What the Manufacturer Guarantee Covers:

Manufacturer guarantees generally cover:

• Manufacturing defects in materials or workmanship
• Faults that occur during normal domestic use

• Issues confirmed by the manufacturer as a product defect

The length of coverage and specific terms vary by product and brand. The applicable guarantee period will be stated on the product page or product documentation.

 

What Is Not Covered:

Manufacturer guarantees do not typically cover:

• General wear and tear
• Incorrect installation or failure to follow installation instructions
• Accidental damage or misuse
• Limescale build-up or poor water quality
• Commercial or non-domestic use (unless stated otherwise)
• Labour, installation, or removal costs (unless specified by the manufacturer)

How to Make a Guarantee Claim:

If you believe your product has developed a fault covered under the manufacturer guarantee:

1. Contact Heatstone Homes with your order number and details of the issue
   
2. Provide photographs and a clear description of the fault
   
3. We will liaise with the manufacturer on your behalf where possible

All guarantee claims are subject to manufacturer inspection, assessment, and approval. Outcomes may include repair, replacement, or refund, as determined by the manufacturer.

 

Guarantee Documentation:

Where applicable, manufacturer guarantee documentation will be provided after your order has been delivered. This may be included within the product packaging or sent electronically by the manufacturer or Heatstone Homes.

Customers are advised to retain proof of purchase and any guarantee documents supplied, as these may be required when making a claim under the manufacturer guarantee.

Statutory Rights:

This policy does not affect your rights under the UK Consumer Rights Act 2015. If a product is faulty, not as described, or not fit for purpose, you may be entitled to a remedy under UK law regardless of any manufacturer guarantee.

 

Further Information:

Guarantee terms may vary between brands and products. Customers are encouraged to review product-specific guarantee information and installation requirements before purchase.

If you have any questions regarding manufacturer guarantees, our team is available to assist.

 

Need Help?

Call us:  0161 710 4012

Email: support@heatstonehomes.com

Live Chat With Us

Opening hours: 8am–8pm, every day.

 

We Aim to respond within 24 hours

 

 

 

                             

Welcome to Heatstone Homes, your dedicated source for all things Bathrooms, HVAC and Plumbing products that combine design, durability, and everyday comfort. We make it easy to create a home you love, with reliable service and carefully selected pieces built to last.

Our journey began with a vision to redefine home comfort and design in the Bathroom & HVAC sector. From our humble beginnings in the city of Salford, we created Heatstone Home, a brand dedicated to providing premium home essentials and an outstanding shopping experience for every customer. We want to grow into a trusted name, offering a diverse range of high-quality products at competitive prices.

 

Our Story

Heatstone Homes is operated by HSRG Limited, a UK-registered company based in Greater Manchester, established in 2024 with a passion for bringing high-quality home and bathroom products to customers across the UK. As a family-run business based in Salford, Greater Manchester we wanted to enter a sector we truly care about and one where we could make a real difference through honest service and dependable quality.

The inspiration behind Heatstone Homes began with a simple experience in our own home. When a crack appeared in our bath, we needed a quick replacement — and were pleasantly surprised by how easy and reliable it was to order one online. That seamless experience showed us just how powerful convenient, trustworthy online shopping could be.

From that moment, the idea for Heatstone Homes was born, to make it just as effortless for others to find beautifully designed, ready-to-install bathroom products backed by great service and reliability.

Our Vision

Our vision is to become the UK’s number one online retailer for everything related to bathrooms, HVAC, and plumbing. We are passionate about customer service and committed to making every shopping experience as smooth, reliable, and enjoyable as possible.

But it’s not just about a seamless shopping journey. We want every customer to feel safe, secure, and confident when shopping on our website. From clear product information to trusted payment options, our focus is on building a platform you can rely on.

 

Our Business Model

We operate as a dedicated online-only retailer, allowing us to streamline our business and focus entirely on offering exceptional value and a wider choice of trusted heating and bathroom products

By working closely with reputable UK brands and manufacturers, we ship orders directly from our partnered suppliers to your door. This approach ensures faster dispatch times, reduced handling, and access to the full range of products from the brands you know and trust.

This gives you the flexibility of choose your favourite products from your favourite brands, while we handle the order processing, customer care, and support from start to finish.

 

Why Choose Us

We’re a reliable and genuine company that always puts our customers first. Your experience and satisfaction are at the heart of everything we do. At Heatstone Home, we offer a wide range of products to suit every style and budget. As an online-only retailer, we have the privilege of partnering with some of the UK’s leading brands, ensuring top-quality products delivered straight to your doorstep, quickly, safely, and hassle-free.

All orders are supported by clear delivery information, secure payments, and responsive UK-based customer support team.

 

Connect With Us

We love hearing from our customers and community. Whether you have a question, need some advice, or just want to share your experience, we’re here to help. You can reach out to us through our contact page, email, or social media. We’ll always do our best to respond quickly and personally and aim to response to all queries within 24 hours.

 

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.

 

We Aim To Respond Within 24 hours