Refund policy

At HeatHaven we want you to love your order. This policy explains your right to cancel and what happens if something is wrong. It does not affect your legal rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

Your right to cancel (14 days)

You have the right to cancel your order for any reason within 14 days of the day you, or someone you nominate, receive your goods. If your order arrives in separate parcels, the 14 days start from the day you receive the last item.

To cancel, tell us clearly before the 14 days end. You can email us at customer.support.helpmail@gmail.com with your name, order number and the items you want to cancel, or use the cancellation form at the bottom of this policy. You do not have to give a reason.

Returning your items

  • After cancelling, you must send the items back within 14 days of telling us.
  • Please email us before sending anything back so we can give you the correct returns address. Do not send returns to our business address or to the address on your parcel's label.
  • Unless the item is faulty or incorrect, you pay the cost of returning it. We recommend a tracked service and keeping your proof of postage.
  • You may handle the item as you would in a shop to check it. If an item has been used, washed or damaged beyond that, we may reduce your refund to reflect the loss in value.

Your refund

We will refund you within 14 days of receiving the items back, or of you giving us proof that you have sent them, whichever is sooner. If you cancel before your order is dispatched, we will refund you within 14 days of you telling us. Refunds go to your original payment method, and your bank may take a few extra days to show them. We do not charge any fee for refunds.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged, or not as described, please email customer.support.helpmail@gmail.com with your order number and a photo or short video of the problem. You will not pay to return it.

  • Within 30 days of delivery you are entitled to a full refund. If you prefer, we can send a replacement instead.
  • After 30 days, you are entitled to a repair or replacement. If that is not possible or does not fix the problem, you are entitled to a refund, which may be reduced to reflect your use of the item if more than 6 months have passed.
  • If a fault appears within 6 months of delivery, it is assumed to have been there when you received it, unless we can show otherwise.

Cancellation form

If you want to cancel, copy this form into an email to customer.support.helpmail@gmail.com and fill it in:

To: HeatHaven, 38 Whitley Road, Eastbourne BN22 8NJ, customer.support.helpmail@gmail.com
I hereby give notice that I cancel my contract of sale of the following goods: [items]
Ordered on / received on: [dates]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]