Shipping & Returns Policy

1. Delivery Details:
Ordering Options: Customers can place orders 24/7 via email at info@heat-matters.co.uk or through the website www.heat-matters.co.uk. It’s important to note that orders sent to any other email address won’t be processed. Additionally, customers are encouraged to contact the company before ordering online to set up their account.
Phone Orders: Orders can be placed over the phone between 8 am and 6pm, Monday to Friday, by calling: 07975672021.
Product Codes: Customers are advised to use product codes when ordering to ensure accuracy.
Special Instructions: If there are any special delivery instructions, customers are encouraged to specify them clearly during the ordering process.

2. Delivery:
Free Delivery: Orders over £500.00 + VAT qualify for free 2-3 day delivery.
Standard Delivery Charges: Orders under £500.00 + VAT incur a standard charge of £50.00 + VAT for pallets or van deliveries.
Special Requests: Special delivery requests and timed deliveries are subject to pricing upon application.
Delivery Hours: Where possible Heat Matters Ltd will always try and deliver locally using our own vehicles. however, although next-day delivery is not guaranteed, orders placed on a next-day service are expected to arrive between 8 am and 6 pm. Orders for next-day delivery must be received by 1:30 pm. Any orders received after this time will be dispatched the same day if possible but with no guarantee.

3. Damage Reporting:
Immediate Reporting: If an item arrives damaged, customers are urged to report it immediately to Heat Matters Ltd and sign as ‘damaged’ with the delivery driver. Photographic evidence of the damage is appreciated and can expedite the replacement process.
Timely Reporting: Heat Matters Ltd emphasizes the importance of reporting any damage upon receipt. Failure to report immediately or sign as ‘damaged’ may affect the company’s ability to take responsibility for replacements.

4. Returns:
Conditions for Returns: Customers are allowed to return goods within 30 days of purchase if they are in the original packaging and free from any damage (re-saleable condition).
Inspection Process: Upon receiving returned goods, Heat Matters Ltd will inspect them for damage. If the goods are found to be damaged, Heat Matters Ltd may refuse a refund.
Refund Process: If the goods are in a re-sellable condition, a full refund (minus carriage costs incurred by Heat Matters Ltd) will be issued. Refunds are generally processed within 30 days, though often within the same working week.
Customer Feedback: The policy encourages customers to provide feedback or suggestions for improvement. Heat Matters Ltd values customer input and aims to maintain excellent customer service.

5. Contact Information:
Communication Channels: In case of queries regarding the terms outlined in the policy, customers are encouraged to contact Heat Matters Ltd via email at info@heat-matters.co.uk or by calling 07975672021.