Returns & Refunds Policy

Last updated: October 21, 2026

At Heat Grove we want you to be completely satisfied with your purchase. If something doesn't meet your expectations, this policy explains exactly what to do. It's organized by situation — start with the part that matches yours, then read Part D, which applies to every return. One rule comes first in every case: every return needs our written approval before anything is shipped back.

Which part applies to you?

• Part A — You changed your mind. Return the unused product within 30 days of delivery, at your own cost, to our returns center in the United Kingdom.
• Part B — Your order arrived damaged, defective or incorrect. Tell us within 3 business days of delivery, with photos, and we'll send you a replacement free of charge.
• Part C — You want to cancel an order. Only possible within 5 minutes of placing it.
• Part D — Rules for every return. Approval, refunds, Shipping Protection, exchanges, what can't be returned and fair use.

Part A — You changed your mind

A1. Return window. You can request a return within 30 days of the delivery date recorded by the carrier, for any reason — the product doesn't suit your space, you ordered the wrong model, or you simply no longer want it. We're unable to accept requests after 30 days. Your order number is your proof of purchase, and sale products return on the same terms as full-price ones.

A2. Condition. You're welcome to unpack a product, look it over as you would in a store and switch it on briefly to confirm it works. Beyond that, it needs to come back as it arrived:

• unused beyond that brief check — no signs of regular use, dust, scorching, scratches or odors;
• unaltered and undamaged — cord, plug, guards and feet intact; no cut cords, changed plugs, repairs or modifications;
• complete, in the original box and packaging — all accessories, remote controls, mounting parts, manuals and protective film included, packed inside a shipping box (please don't put the label directly on the product box).

Every return is inspected on arrival. If a product doesn't meet these conditions we'll let you know: depending on its condition we either refund a reduced amount that reflects the loss in value, or decline the return. Declined products can be sent back to you at your cost if you ask within 14 days.

A3. How to return, step by step.

1. Email support@heatgrove.com within 30 days of delivery with your order number, the product(s) you're returning and the reason. For larger heaters, mention the box size and weight — it helps you plan the return shipment.
2. Wait for our approval. We reply within 2 business days. If the return meets the conditions, you'll receive our written approval, the return instructions and the address of our returns center in the United Kingdom. Please don't ship anything before you have it: the address is only shared through this process, and packages sent to our business address, to the address on the shipping label or anywhere else can't be matched to your order or refunded.
3. Pack the product securely in its original packaging, write your order number on the outside of the package and put a note with your order number inside. Include only the products we've approved.
4. Ship within 14 days of receiving our approval, using a tracked service, and email us the tracking number.
5. We inspect and refund. We check the return within 3 business days of arrival and email you the outcome; the refund follows under D2.

Returns that arrive without prior approval, at any other address, or more than 30 days after our approval can't be matched to an order and can't be refunded.

A4. Return shipping. Our returns center is in the United Kingdom and we don't operate a returns address in the United States, so every return is an international shipment: you arrange it with a carrier of your choice and pay the international tracked postage, which isn't reimbursed. Heaters are bulky and heavy, so please check the cost before requesting a return — it can be substantial. We don't offer free returns, prepaid return labels or exchanges, and we don't refund postage; the only exception is a confirmed defect or an error on our part (Part B) where we ask you to send the product back.

Complete the customs declaration as "Returned goods – no commercial value". Packages that arrive with import duties, taxes or handling fees due are refused by the returns center and sent back to you, and can't be refunded. Use a tracked service and keep your proof of shipment until the refund has been completed — the package remains your responsibility until it reaches our returns center, and returns that are lost, damaged in transit or can't be traced can't be refunded.

Part B — Your order arrived damaged, defective or incorrect

B1. Tell us within 3 business days. Please inspect your order when it arrives. Every product is checked before shipping, but if something is wrong we'll put it right. Email us within 3 business days of the delivery date recorded by the carrier, before putting the product into regular use, with:

• your order number;
• clear photos: a close-up of the problem, the complete product, the rating label and — for transit damage — the packaging with the shipping label. For a unit that won't switch on, a short video of the attempt helps.

B2. What counts as a defect or an error on our part. A product that doesn't power on or doesn't heat when correctly connected; a cracked or broken casing, panel or element present on arrival; a missing part, remote or accessory; a product that differs from your order confirmation (wrong model, size, color or variant); or damage caused in transit. Minor cosmetic marks and the normal characteristics of a new heater aren't defects (B4).

B3. How we resolve it. We assess every claim within 2 business days against B2 and B4. When a defect or error is confirmed, we send you a replacement free of charge — the same product, or the missing or broken part where that solves the issue. We resolve these cases with a replacement rather than a refund. If the exact product is no longer available, we'll send the same model in another color or a comparable product of equal value, in consultation with you. You don't need to return the defective product unless we ask you to.

Without photos we're unable to verify a claim. Issues reported after 3 business days, or after the product has been put into regular use, can't be accepted as a defect claim; the product can then be returned under Part A, at your cost.

B4. What isn't a defect. Our products are produced in batches, with finishing partly done by hand. The characteristics below are a normal part of the product rather than defects. Products with these characteristics can be returned under Part A (unused, at your cost), but they don't qualify for a free return or a replacement:

• A slight smell or light haze on first use — new heating elements and coatings burn off during the first few minutes; this is normal and disappears after the first use in a ventilated room.
• Normal operating sounds — a faint fan hum, ticking or creaking as metal parts expand and contract while heating up and cooling down.
• Thermostat and temperature tolerance — the set or displayed temperature can differ by a few degrees from a separate thermometer, and the thermostat cycles the heater on and off by design.
• Heat output that isn't what you hoped for — a heater's effect depends on room size, insulation and ambient temperature; the wattage and recommended room size are stated on the product page.
• Minor cosmetic marks, small scratches or slight unevenness in the finish within normal production tolerance.
• Color or shade differences caused by screen settings, photo lighting or normal batch variation, and minor differences in finish or trim compared with the product photo.
• Dimensions that differ by up to about an inch (2–3 cm) from the product page, or between two units of the same model, and a product that looks larger, smaller or lighter than you expected.
• Minor marks or dents on the outer box when the product itself is undamaged.
• The product doesn't suit your room or needs (D5), you no longer need it, you ordered the wrong model, color or variant, or you found it cheaper elsewhere.
• Damage that occurred after delivery: use contrary to the manual, covering the heater, use in damp or outdoor conditions where not intended, extension cords or adapters, knocks, drops, cleaning with unsuitable products, alterations, repairs, pets or accidents.
• Products with the cord cut, the plug changed, seals or rating labels removed, or packaging that can no longer be reused.

Part C — You want to cancel an order

C1. The 5-minute window. Every confirmed order is sent to our fulfillment center automatically and enters processing within minutes. For that reason an order can only be canceled or changed within 5 minutes of being placed: email support@heatgrove.com immediately with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing.

C2. After 5 minutes. We're unable to stop, change or cancel the order — this also applies if you've changed your mind, found the product elsewhere or are concerned about the delivery time. We'll reply with our return instructions instead: you can return the product after delivery under Part A, at your own cost, to our returns center in the United Kingdom. Refusing the package at the door doesn't count as a cancellation or a return (see our Shipping Policy, section 5).

Part D — Rules for every return

D1. Approval first. Every return — under Part A or Part B — starts with an email to us and needs our written approval before anything is shipped back. Products sent without approval can't be matched to an order and can't be refunded.

D2. Refunds. Once your return has been received and approved we issue the refund within 7 business days — and in any case within 14 days of receiving your return — to the original payment method used at checkout. Your bank or payment provider can take a further 5–10 business days to show the amount. We can't refund to a different card, account or person, and refunds are only issued after the product has been received and inspected. The refund covers the price you paid for the returned product(s); promotional discounts are applied proportionally across the items in an order, so you receive back the amount actually paid for the product. Return postage isn't refunded, except where we've asked you to return a confirmed defective product (Part B). Products that aren't in their original condition are refunded at a reduced amount reflecting the loss in value, or declined (A2). Refunds aren't issued as store credit unless you ask for it.

D3. Shipping Protection. If you added Shipping Protection at checkout, that fee is a charge for the shipment itself and isn't refunded when an order, or part of it, is returned.

D4. Exchanges. We don't process exchanges. If you'd like a different model, color or variant, return the unused original under Part A for a refund and place a new order — the new product ships right away rather than waiting for your return to reach us.

D5. Dimensions and room size. Every product page lists dimensions, weight, wattage, recommended room size and plug type. Please measure the space where the heater will stand or hang and compare it with the dimensions and room-size guidance before ordering; if in doubt, ask us — we're happy to help you choose the right product before you buy. Because this information is available before purchase, a heater that's too big or small for your space, heats a room more slowly than you expected, or isn't the variant you intended isn't a defect: unused products can be returned under Part A, and you can order the right model separately.

D6. What can't be returned.

• Products that show signs of regular use, have been modified or repaired, or have the cord cut or plug changed (A2).
• Custom-made or personalized products.
• Gift cards.

D7. Fair use. To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of used products, claims that aren't supported by evidence, or returned products that differ from those purchased, we may decline the return and refuse future orders.

Customer service

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and public holidays. We reply within 2 business days.
Email: support@heatgrove.com