Shipping & Returns

SHIPPING

Most orders that are received and processed before 1pm Monday – Friday (excluding Bank Holidays) are scheduled to be selected, packed, and despatched for delivery (Monday to Friday), and can be delivered at any time between 08:00 and 18:00.

Orders processed on a Friday before 1pm will generally be delivered the following week (excluding Bank Holidays). Orders received on a Friday after 1pm or on a Saturday or Sunday will leave the warehouse on the following Monday (excluding Bank Holidays).

We will notify you if the delivery of your order will take longer than 3 working days.

Standard delivery does not guarantee next day delivery, though every effort is made by us and our delivery partners.

We are reliant on third-party delivery partners. Whilst every effort is made to meet delivery expectations, we cannot accept responsibility for delays beyond our control. Any costs incurred by a customer due to late delivery are the customer’s responsibility. We strongly recommend that all items are received before engaging installation trades or contractors.

This delivery service is FREE, with the exception of orders under £100.00 ex VAT, where a charge of £10.00 plus VAT will be applied per consignment. Optional upgrades include next working day, before 12:00 noon, or Saturday delivery.

All consignments are tracked and require a signature on delivery to ensure secure delivery.

Our shopping cart defaults to Mainland UK next working day delivery. Shipping costs are calculated automatically based on the delivery option selected.

Returns, Cancellations and Refunds (Retail Consumers – UK)

Your Statutory Rights

Nothing in this policy affects your statutory rights.

Your consumer rights are protected by UK law, including:

Returned or Damaged Goods

(a) We will refund or replace at no extra cost any products damaged before or on delivery, providing you notify us by telephone or in writing within 2 days of receipt of such goods.

(b) We will replace at no extra cost any products which have been lost in transit, providing you notify us within 2 days of us receiving your order or the expected delivery date, whichever is later.

Statutory Right to Cancel (Distance Sales)

If you are a consumer, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You may cancel your order within 14 days of receiving the goods, without giving any reason, unless an exemption applies. The cancellation period begins the day after the goods are received.

To exercise your right to cancel, you must notify us of your decision by a clear statement (for example, by email or letter) within the 14-day cancellation period.

You must return the goods within 14 days of notifying us of cancellation. You are responsible for return costs unless the goods are faulty or incorrectly supplied.

Refunds will be made using the original payment method and issued within 14 days of receiving the returned goods or evidence of return, whichever is earlier. Standard outbound delivery charges will be refunded where required by law.

Goodwill Returns (Unused Goods)

In addition to your statutory rights, we may accept the return of unused goods as a goodwill gesture, subject to the conditions below.

Before goods are returned, you must contact us to obtain a Goods Return Form. No goods will be accepted unless an Authorisation Number has been issued by Ezheat.

You are responsible for the costs of returning goods to us. Delivery charges are non-refundable for goodwill returns.

After 15 days from delivery, a handling charge of 15% will be applied for the return of unused goods.

After 30 days from delivery, unused goods may only be accepted at the discretion of the company and will be subject to a minimum handling charge of 40%.

No refunds will be permitted for goods returned without original undamaged packaging, manuals, accessories, and security seals. Goods returned without intact security seals may be subject to re-testing charges, which will be advised prior to processing.

* Delivery costs are calculated at £10.00 ex VAT for the first 10kg and £0.50 ex VAT for each additional 1kg.