Return and Refund Policy

Last updated: 21 October 2026

Every return starts with an email to us, and what happens next depends on why you're returning. Find your situation below — each one is self-contained — then read "Rules that apply to every return", which cover all of them.

If you've changed your mind

Within 30 days. You can request a return within 30 days of the delivery date recorded by the carrier, for any reason, and you don't have to say why. We're unable to accept requests after 30 days. Your order number is your proof of purchase — you don't need to dig out a receipt — and sale products return on the same terms as full-price ones.

In what condition. You're allowed to have opened it: take the heater out of the box, look at it as you would in a shop, and switch it on for a few minutes to confirm it runs. Beyond that, it needs to come back as it arrived:

• unused beyond that brief check — no signs of regular use, dust, scorching, scratches or odours;
• unaltered and undamaged, with the cord, plug and any guards or feet intact — no cut cords, changed plugs, repairs or modifications;
• complete, in the original box with the protective inserts, and with every accessory, remote, bracket, fixing and the manual, packed inside a shipping box (please don't stick the label directly on the product box).

Every return is inspected on arrival. If a heater doesn't meet these conditions we'll tell you: depending on its condition we either refund a reduced amount reflecting the loss in value, or decline the return. Declined products can be sent back to you at your cost if you ask within 14 days.

How it works.

1. Email support@warmfell.com within 30 days of delivery with your order number, the product(s) you're returning and the reason. For larger heaters, mention the box dimensions and weight — it helps you plan the return shipment.
2. Wait for our approval. We reply within 2 working days. If your return meets the conditions you'll receive our written approval, the return instructions and the address of our returns centre in the United States. The address is only sent in that reply and isn't published here — please don't send anything before you have it.
3. Pack the heater securely in its original packaging, write your order number on the outside of the parcel and put a note with your order number inside. Only include the products we've approved.
4. Post the parcel within 14 days of our approval, using a tracked service, and email us the tracking number.
5. We inspect and refund. We check the return within 3 working days of arrival and email you the outcome; the refund follows under "Rules that apply to every return".

What it costs. Our returns centre is in the United States and we don't operate a returns address in the United Kingdom, so every return is an international shipment: you choose the carrier — which keeps you in control of the service and the proof — and pay the international tracked postage, which isn't reimbursed. Heaters are bulky and heavy, so check the cost before requesting a return; it can be substantial. We don't issue prepaid return labels, offer free returns or refund postage; the only exception is a confirmed fault or an error on our side (see below) where we ask you to send the heater back. Complete the customs declaration (CN22/CN23) as "Returned goods – no commercial value" — parcels that arrive with import duties, taxes or handling fees due are refused by the returns centre and sent back to you, and can't be refunded. Use a tracked service and keep your proof of postage until the refund has been completed: until the parcel reaches our returns centre it's your responsibility, and returns that are lost, damaged in transit or can't be traced can't be refunded.

If the heater doesn't suit your room

Every product page lists dimensions, weight, wattage, recommended room size and plug type. Please measure the space where the heater will stand or hang and compare it with the dimensions and room-size guidance before ordering — if in doubt, ask us and we'll help you choose. Because this information is available before purchase, a heater that's too big or small for your space, heats a room more slowly than you expected, or isn't the variant you intended isn't a fault: an unused heater can be returned under "If you've changed your mind", at your cost, and you can order the right model separately.

If it arrived damaged, faulty or isn't what you ordered

Tell us within 3 working days. Inspect the delivery when it arrives. Every heater is checked before dispatch, but if something is wrong we'll put it right. Contact us within 3 working days of the delivery date recorded by the carrier, before putting the heater into regular use, with your order number and clear photographs: a close-up of the problem, the complete product, the rating label and — for transit damage — the outer carton with the shipping label. For a unit that won't switch on, a short video of the attempt helps. The photographs are what the claim is built on — take them before the packaging goes in the bin.

What counts. A fault or error on our side means: a heater that doesn't power on or doesn't heat when correctly connected; a cracked or broken casing, panel or element present on arrival; a missing part, remote or accessory; a product that differs from your order confirmation (wrong model, size, colour or variant); or damage caused in transit. Minor cosmetic marks and the normal characteristics of a new heater aren't faults (see "If it isn't actually a fault").

What we do. We assess every claim within 2 working days against these criteria. When a fault or error is confirmed, we send you a replacement free of charge — the same heater, or the missing or broken part where that solves the issue — with nothing to send back at your own expense. We resolve these cases with a replacement rather than a refund. If the exact product is no longer available, we'll send the same model in another colour or a comparable product of equal value, in consultation with you. You don't need to return the faulty heater unless we ask you to; if we do, we'll say so in writing.

Without photographs we're unable to verify a claim. Issues reported after 3 working days, or after the heater has been put into regular use, can't be accepted as a fault claim; the heater can then be returned under "If you've changed your mind", at your cost.

If it isn't actually a fault

Our heaters are produced in batches, with finishing partly done by hand. The characteristics below are a normal part of the product rather than faults. A heater with these characteristics can be returned under "If you've changed your mind" (unused, at your cost), but doesn't qualify for a free return or a replacement:

• A slight smell or light haze on first use — new heating elements and coatings burn off for the first few minutes; this is normal and disappears after the first use in a ventilated room.
• Normal operating sounds — a faint fan hum, ticking or creaking as metal parts expand and contract while heating up and cooling down.
• Thermostat and temperature tolerance — the set or displayed temperature can differ by a few degrees from a separate thermometer, and the thermostat cycles the heater on and off by design.
• Heat output that isn't what you hoped for — a heater's effect depends on room size, insulation and ambient temperature; the wattage and recommended room size are stated on the product page.
• Minor cosmetic marks, small scratches or slight unevenness in the finish within normal production tolerance.
• A shade of finish that looks different from your screen, from photo lighting or from normal batch variation, and minor differences in finish or trim compared with the product photo.
• Dimensions that differ by up to 2–3 cm from the product page, or between two units of the same model, and a heater that looks larger, smaller or lighter than you expected.
• Minor marks or dents on the outer carton when the heater itself is undamaged.
• The heater doesn't suit your room or needs, you no longer need it, you ordered the wrong model, colour or variant, or you found it cheaper elsewhere.
• Damage that occurred after delivery: use contrary to the manual, covering the heater, use in damp or outdoor conditions where not intended, extension leads or adapters, knocks, drops, power surges, lack of cleaning, cleaning with unsuitable products, alterations, repairs, pets or accidents.
• A heater with the cord cut, the plug changed, seals or rating labels removed, or packaging that can no longer be reused.

If anything is unclear, read the product description, dimensions and recommended room size before ordering, or ask us — we're happy to help you choose the right heater before you buy.

If you want a different model, colour or variant

We don't process exchanges, and we say so rather than calling it something else. Return the unused heater under "If you've changed your mind" for a refund and place a new order — the new heater is dispatched straight away rather than waiting for your return to reach us. Tell us in your first email which model you're after and we'll let you know whether it's in stock before you send anything.

If you want to cancel before it ships

Every confirmed order is passed to our fulfilment centre automatically and released to picking within minutes, which is why the window is as short as it is: an order can only be cancelled or changed within 5 minutes of being placed. Email support@warmfell.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing.

Miss the window and we're unable to stop, change or cancel the order — including if you've changed your mind, found the heater elsewhere or are worried about the delivery time. We'll send you our return instructions instead: take delivery and return the heater under "If you've changed your mind", at your own cost, to our returns centre in the United States.

If you refused or didn't collect the parcel

A parcel refused at the door, or left uncollected and returned to the carrier, isn't a cancellation and isn't a return: it goes to the carrier's origin facility rather than to our returns centre and often can't be recovered. A refund can only be considered once a parcel has actually been received back, and a parcel that reaches the fulfilment centre again is refunded minus the carrier's charges for the failed delivery and return (see our Shipping Policy, "1 address — and why it has to be right"). If you'd rather not keep the order, accept the delivery and use "If you've changed your mind" instead.

Rules that apply to every return

Email first, always. Every return needs our written approval before anything is posted. The returns centre address is only shared in our approval email; parcels sent to our business address, the address on the shipping label or anywhere else can't be matched to an order and can't be refunded — the same goes for returns that arrive without approval or more than 30 days after it.

Refunds. Once your return has been received and approved we issue the refund within 7 working days — and in any case within 14 days of receiving your return — to the original payment method. Your bank or payment provider may then take a further 5–10 working days to show it, so it's worth checking your statement before writing to us about a missing refund. We can't refund to a different card, account or person, and refunds are only issued after the heater has been received and inspected. The refund covers the price you paid for the returned product(s); promotional discounts are applied proportionally across the items in an order, so you receive back the amount actually paid. No restocking fee, no handling fee, no administration charge — but return postage isn't refunded, except where we've asked you to return a confirmed faulty heater, and a heater that isn't in its original condition is refunded at a reduced amount reflecting the loss in value, or declined. Refunds aren't issued as store credit unless you ask for it.

Shipping Protection. If you added Shipping Protection at checkout, that fee is a charge for the shipment itself — the cover ran for the journey and the journey happened — and it isn't refunded when an order, or part of it, is returned.

What can't be returned. Heaters that show signs of regular use, have been modified or repaired, or have the cord cut or plug changed; custom-made or personalised products; gift cards.

Fair use. To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of used products, claims that aren't supported by evidence, or returned products that differ from those purchased, we may decline the return and refuse future orders.

Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@warmfell.com