Change of Mind:

In cases where the product purchased is not suitable and the customer wants to return the item – this must be reported back to the Supplier strictly within 14 days of receipt. Outside of this time we shall not accept change of mind returns. Any returned items must come back in their original packaging and ‘as new’ condition to qualify for a credit note/refund to be issued.

  • A 25% re-stocking fee applies to change of mind goods being returned to us.

• Change of Mind goods must be in original packaging, having not been installed or used. Goods must be in a re-saleable condition, or they will not be accepted.

  • If you require us to uplift the goods for collection there is a £15 ex VAT collection fee for mainland UK (remote areas may require an additional fee to collect). Pallets will be charged at £60 ex VAT. Alternatively you may send these back at your own cost.
  • Failed uplifts – if the goods are not available for the courier when the customer said they would be, the uplift fee may still apply. Further collection fees will apply for subsequent visits.
  • Your customer must ensure goods are suitably repackaged – couriers will not collect items not in suitable packaging to protect them.
  • Cancellation after we have dispatched the goods, but before the customer has taken delivery (provided we can contact the courier) is £15 ex VAT to cover the outbound and return courier costs (or £35 if sent with specialist carrier / £60 if sent on a pallet). No re-stocking fees will apply in this instance.
  • Any orders which need to be re- sent (where item was originally sent and then subsequently returned to sender (ie customer not at home)) will incur a £10 ex VAT re delivery fee.
  • Cosmetic Damage:The Delivery recipient is obliged to check the goods upon delivery for possible transport damages and or missing items. Any damage in transit should be reported and described in the carrier’s delivery note and confirmed with the driver’s name. In order for the claim on grounds of damage in transit to be accepted by the Supplier, it is necessary to notify these as follows:
  • Damage must be reported strictly within 7 days of receipt of the goods by emailing info@thewarmsolution.com supplying photos of the damage and a full description of the fault. Items which have been cosmetically damaged not reported within 7 days will not be exchanged. Missing parts must be reported within 30 days of the item arriving.
  • Faulty Items:Any claims resulting from the warranty provided by the Supplier should be reported directly to the Supplier or through the Trading Partner as follows:By emailing info@thewarmsolution.com and supplying photos of the damage and a full description of the fault.Any costs related to the return of faulty items including the costs of disassembly/assembly of the product, transportation and labour costs etc. will be covered as follows:The Warm Solution shall arrange collection of the faulty item to be brought to the Supplier’s UK warehouse. Tradesman fees associated with the removal of the product and reinstallation of the new product will not be met by the Supplier.  The Warm Solution will the cover the cost of a new product and its shipment to the trading partner. In cases where the Trading partner is seeking contribution towards tradesman fees and wishes to appeal this condition all fees must first be paid by the customer and invoices then sent to the Supplier for review of whether the condition will be reviewed based on the case. The Supplier is entitled to uphold the condition and not contribute towards the cost in the case of an appeal.