Refund policy
Refund & returns policy
Your statutory rights as a customer, and how to return a product to us. If anything here is unclear, call us on 01204 588 454 before you buy or return.
Returns
Our returns policy lasts 14 days from the day you receive your goods. Within this period you may notify us that you wish to return a product. Once you have notified us, you have a further 14 days to send the item back.
This is in addition to, and does not affect, your statutory rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Condition of returned goods
If you are returning products that are in good working order — for example because you ordered by mistake, changed your mind, or found the product unsuitable — all items must be:
- Unused and in the same condition in which you received them
- Complete with all original packaging and fixings
- Uninstalled and unaltered in any way
If the returned goods do not meet these conditions, we reserve the right to reduce your refund in proportion to any loss in the product's value.
Partial refunds
Only partial refunds are granted, where applicable, in these situations:
- Any item not in its original condition, or that is damaged or missing parts for reasons not due to our error
- Any item returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will email you to confirm we have received it, and to let you know whether your refund has been approved or rejected.
If approved, your refund will be processed and credited automatically to your original payment method within a reasonable number of working days.
Late or missing refunds
If you have not received an approved refund yet, please:
- Check your bank account again
- Contact your credit card company — it may take time before the refund is officially posted
- Contact your bank, as there is often processing time before a refund appears
If you have done all of this and still have not received your refund, please contact us at info@roseinfrared.com.
Faulty goods within the 14-day period
If a product is returned within the 14-day period due to a suspected internal or electrical fault, we will first guide you through a troubleshooting process. If the issue cannot be resolved, we will collect the heater at our cost for inspection. Following inspection, we will refund or replace the product according to your preference.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange a product for the same item, email us at info@roseinfrared.com.
If the item to be replaced is discontinued or out of stock, we can offer an alternative model or store credit within the warranty period. Depending on your location, the time for an exchanged product to reach you may vary.
Return shipping
You are responsible for the cost and risk of returning goods, unless the return is for a fault we have confirmed. Shipping costs are non-refundable, and where a refund is issued for a change-of-mind return, the cost of return shipping may be deducted from it.
For any item over £75, we recommend using a trackable, insured shipping service — we cannot guarantee we will receive items sent back to us uninsured. Affordable return postage can be arranged through Parcel2Go.
How to package your return. Return the product safely in its original box and packaging, or in sufficient packaging to ensure it arrives without further transit damage — plenty of inner packing (foam or bubble wrap) and a secure outer box. Damage caused by poor return packaging can affect your warranty status; our warranty covers internal faults and malfunction only. Please reseal boxes with clear tape, not duct tape, so we can reuse them and reduce waste. Print a copy of your order receipt and place it inside the box.
Return address
Room 112
47–49 Market Street
Farnworth, Bolton
BL4 7FU
United Kingdom
Please send us the tracking number once you have posted your return, so we can follow up on its arrival. Once received, the product will be tested and checked, and we will issue a replacement or refund based on its condition.
Cancellations
For standard stock items (excluding special orders), you may cancel your order at any time before delivery and receive a full refund, including delivery charges. To cancel, contact us by email or phone quoting your order number.