Returns Information

Refund and Cancellation Policy


If you have changed your mind on your purchase, you can return the product if it is in the original condition. You will need to keep your original proof of purchase or an order number. Then we will happily exchange or refund you for the item. You must complete the returns form and you are required to pay for the return postage.

Unless faulty, the item must be returned within 30 days of receiving your order. It must be in the original condition, undamaged and unused. Otherwise it will not be eligible for a refund. Outside of the 30 period we offer 60 days where we can credit or exchange the purchase for another item if the item remains its original unused condition.

If you wish to cancel your order prior to delivery. We recommend that you contact via email or phone call. Please include your order number and post code. If you inform us prior to delivery, we will be able to cancel the order and save you any return postage costs. If APC still attempt to deliver your order, refuse the delivery and the item will be automatically returned to ourselves.


How to act

1. We require you to fill in the returns form on the back of your invoice. This will be in the document window attached to your parcel. Simply fill in the form explaining the reason for return as this will speed up the refund process. If you require any assistance, please call us on 01325 717 899 or email us on

2. Post the item back to our warehouse, our address is included at the bottom of the page. The return postage is paid for by the customer and we recommend that you use a tracked service as we may ask for a proof of delivery or the name of the member of staff who signed for the return.

3. Once returned, we’ll refund the order through the method it was originally paid for. We will reimburse your account within 14 days of us receiving the item in our warehouse.

4. We will notify you when we have refunded your account. If you do not hear from us, please call us and be ready to provide us with your order number or post code. This way we will be able to alert you of the situation.



If a courier delivers a parcel that is obviously damaged, please do not accept the delivery.  Refuse the courier and contact us on (01325) 717 899 or email us on to report the damage.  DAMAGE MUST BE REPORTED TO US WITHIN 24 HOURS OF DELIVERY TO BE ELIGIBLE FOR RETURN. This is due to the courier insurance requirements. Images must be sent to The item(s) will then be collected by us for inspection and refund / exchange in accordance with your requirements.


Faulty Goods

You have the right to return any faulty goods within 30 days of purchase. We will collect the goods and issue a refund or exchange.  In addition to this, each product has a warranty which covers manufacturing defects for extended periods of time (as stated in the product description).


Incorrect Goods

In the event that you receive an incorrect item, please contact our Customer Services Team on (01325) 717899 or by email to We will quickly exchange them with the goods you ordered, subject to stock availability. Inbound and outbound calls may be recorded for quality monitoring and training purposes.



Terms and conditions

Unless faulty, please return any unwanted items within 30 days of purchase date.

Ordinarily, providing you have your receipt or delivery note, we will refund to the card or PayPal account used for the original purchase.

If we have arranged collection and the item arrives back to us damaged.  We will deal with the courier and process a claim for the item.  If the transit was arranged by you, we will notify you so that you can inform the courier. If the item is damaged, we will not be able to issue a refund.

Returned unwanted items, unless faulty, must be in its original condition. We’d expect this to mean that you’ve kept all original packaging and that it’s undamaged and unused.

This doesn’t affect your statutory rights

Our goal is for each one of our customers to be happy with their purchase and shopping experience.

We want customers to be delighted with the value and other great qualities found at our store.

We take great care that each item is correctly described, authentic, not damaged, or misrepresented in anyway.



Returns address:

Returns Department
Sol*Aire Heating Products Ltd
New Row
North Yorkshire
United Kingdom
DL11 7AW