Returning Undamaged or Non-Defective Goods

We want you to be delighted with your purchase and take great care to ensure that every item both online and in-store is as described, authentic, undamaged, and never misrepresented in any way. In the event that you are unhappy with your order, or have changed your mind, you may return the item(s) within 14 days for a refund or exchange for a different item.

To qualify all items must be unopened, in the original packaging and complete with all accessories. We cannot collect non-defective items so you must arrange suitable carriage to our warehouse. For your protection, we recommend that you use a tracked courier service when returning goods to us.

Returns address:

Richmond Radiators – Returns Dept
New Row
Eppleby
North Yorkshire
United Kingdom
DL11 7AW

Returning Damaged, Defective or Incorrect Goods

24hr FEDEX Cosmetic Damage Policy

IMPORTANT: We do all we can to ensure safe delivery of your parcels, but there are always factors, such as handling en route, outside of our control.
It is imperative that if your products look damaged in ANY WAY, you MUST EITHER refuse delivery altogether or sign for the products as “Damaged” (even if you’re unsure). Once you have signed we strongly advise opening and checking thoroughly for any cosmetic damage right away.

We cannot accept damaged returns that are not checked and reported within 24 hours of delivery (from the timed signature) so that we can register this damage claim with the courier company. This is a policy upheld by our courier, FEDEX, that we must uphold.

We request that you email photos of 1) The damage to the goods & 2) The damage to any outside packaging to [email protected] 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 14 days of purchase. We will collect the goods and issue a refund or exchange. In addition each product has a warranty which covers manufacturing defects for extended periods of time (as stated in the product description).

Incorrect Goods: If you discover that we’ve sent you the incorrect goods, please contact our Customer Services Team on (01748) 517331 or by email to [email protected] We will quickly exchange them with the goods you ordered, subject to stock availability.

This returns policy does not affect your statutory rights.

ADVICE: Don’t Book a Plumber or Electrician Until Your Products have Arrived and are Checked
Most parcels will arrive within 24-48 hours, but on rare occasions the parcels can be delayed due to many factors outside of our, and often the couriers, controls. With this in mind we do not recommend booking your plumber, heating engineer or electrician until the product has physically arrived with you and you have opened and checked all items are present as ordered and nothing is cosmetically damaged. This advice serves to save you costs and inconvenience in case anything does go wrong and you are stuck with a tradesman’s bill. Richmond Radiators cannot and will not reimburse for tradesmen visits for any reason.