Returns & Warranty Policy
1. Returns and Refunds Policy
- Customers may cancel their order within 14 days (cooling-off period) from the date of receipt by contacting us via email or phone.
- Once cancellation is requested, goods must be returned within the following 7 days.
- After the 14-day cooling-off period and up to 30 days, returns are only accepted for products with a quality issue. Non-quality-related returns will not be accepted.
2. Product Condition Requirements
- Returned products must be in unused, resalable condition and in their original packaging, including all labels, accessories, and components.
- Non-returnable items:
- Customized products.
- Floor heating systems that have been opened or used.
- Even in case of a quality issue, if damage is caused by improper installation, a full refund may not be granted.
3. Exchanges and Repairs
- For quality issues, please contact customer service within 30 days of receipt with your order number, problem description, and photos.
- Between 30 days and 12 months, we will provide repair or replacement. If repair or replacement is not possible, a refund will be offered.
- After 6 months, if you can prove the defect existed at the time of purchase, inspection and compensation can be requested. Reasonable postage costs will be covered by us.
4. Shipping Costs
- For returns or exchanges due to quality issues, all standard postage costs (both ways) will be covered by us.
- For returns due to personal reasons (e.g., dislike, incorrect size), postage costs will be borne by the customer.
5. Refund Process & Timeline
- Refunds will be processed within 7–15 working days after we receive and inspect the returned product.
- Refunds will be issued to the original payment method.
- If handling fees apply, or if the product fails quality inspection, the related costs will be deducted from the refund.
6. Return Request Procedure
To request a return, please contact us via:
📧 Email: sales@levsongreenheating.com
📞 Phone: +44-7387 883334 (Monday–Friday, 09:00–17:00)
When submitting your request, please provide:
- Your order number
- Reason for return/exchange
- Product photos
We will then issue a return authorization and provide detailed instructions.
7. 12-Month Warranty
- All products come with a 12-month warranty from the date of purchase.
- During this period, we offer repair, replacement, or refund for any non-human-caused quality issues.
- Warranty covers manufacturing or material defects, but does not cover:
- Incorrect installation
- Misuse or accidental damage
- Unauthorized modifications
- Proof of purchase (order number or receipt) is required for warranty claims.