Refund policy

Returns & Refunds Policy

Last updated: [28 March 2026]

At Kamin Group Limited, we want returns to feel clear, fair and easy. If something is not right, we will work quickly to resolve it.

This policy applies to purchases made on kaminheaters.co.uk and is in addition to your statutory rights.

1. Contact details

Kamin Group Limited
155 Estcourt Street
Kingston upon Hull, Hull HU9 2RS
United Kingdom

Email: info@kaminheaters.co.uk
Phone: +44 7777 148 943

Please contact us before returning any item so we can provide the correct return instructions or arrange collection where needed.

2. 30-Day Returns Promise for standard items

We offer a 30-day returns window for standard, non-custom items purchased on our website.

If you change your mind, you may request a return within 30 days of delivery, provided that the item is:
- unused beyond reasonable inspection
- uninstalled and unmounted
- complete with all accessories, fittings and manuals
- returned in its original packaging where possible
- not made to order, personalised or specially sourced for you

Because our products are electrical heating items, please do not install, mount, hard-wire or use the product beyond reasonable inspection if you may wish to return it.

3. Your legal right to cancel online orders

If you bought a standard item online, you also have a legal right to cancel your order within 14 days from the day after you receive it.

To exercise this legal cancellation right, please contact us within that 14-day period and clearly state that you wish to cancel your order.

Once you have told us you wish to cancel within the legal cancellation period, you have a further 14 days to send the item back.

4. How to request a return

Please email us at info@kaminheaters.co.uk with:
- your order number
- the item(s) you wish to return
- the reason for return (optional for change-of-mind returns)

We will reply with the correct return instructions and, where relevant, collection options.

For returns requested under our 30-Day Returns Promise, the item must be sent back within 14 days of our return approval email, unless we agree otherwise in writing.

5. Condition of returned items

Returned items must be handled only as reasonably necessary to inspect them, as you would in a shop.

If an item is returned with signs of installation, mounting, use, damage, missing parts, damaged packaging or handling beyond reasonable inspection, we may reduce the refund to reflect any loss in value, or refuse the return where the item is no longer in a resaleable condition and the return is outside your statutory rights.

6. Return shipping costs for change-of-mind returns

Unless the item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning the item.

You may use a tracked return service of your choice, or you may ask us to help arrange collection. If we arrange collection for a change-of-mind return, we will confirm the collection cost in advance. The agreed collection cost may be paid separately or deducted from your refund.

We recommend using a tracked and insured service, especially for larger or higher-value items, as returned goods remain your responsibility until they reach us.

7. Refunds for change-of-mind returns

If you return an item under our 30-Day Returns Promise and the item is eligible for return, we will refund the price paid for the returned item.

If your return falls within your legal 14-day cancellation period for online orders, we will also refund the cost of standard outbound delivery, where required by law.

If your return is made under our extended 30-Day Returns Promise after the legal cancellation period has ended, original delivery charges are not refunded unless required by law.

Refunds are issued to the original payment method within 14 days of:
- receiving the returned goods; or
- receiving evidence that the goods have been sent back,
whichever is earlier.

8. Faulty, damaged or incorrect items

If your item arrives damaged, develops a fault, is missing parts, or is not as described, please contact us as soon as possible.

Please include:
- your order number
- a short description of the issue
- photographs or video where possible

If the item is faulty, damaged in transit, incorrect or not as described, we will work with you to put things right. Depending on the circumstances and your legal rights, this may include:
- a repair
- a replacement
- a full refund
- a partial refund
- collection of the item at our cost

If the item is faulty, damaged, incorrect or not as described, we will not charge you return shipping or collection costs for the return.

9. Installed or used faulty items

If a product has been installed and you believe it is faulty, please stop using it and contact us before removing or returning it, unless safety requires immediate disconnection.

In some cases, we may ask for photographs, videos, model details, installation details or an opportunity to assess the issue before arranging the next step. This helps us resolve the matter as quickly and fairly as possible.

Nothing in this section limits your statutory rights.

10. Non-returnable items

The following items cannot be returned for a change of mind unless they are faulty, damaged or not as described:
- made-to-order items
- personalised or customised items
- special-order items sourced specifically for you

11. Exchanges

If you would like a different model, size or finish, the simplest option is usually to return the original item in line with this policy and place a new order for the replacement item.

If you are unsure which product is right for your space, please contact us before ordering and we will be happy to help.

12. Statutory rights

This policy does not affect your statutory rights under applicable consumer law.

13. Contact us

If you need help with a return or refund, please contact:

Kamin Group Limited
Email: info@kaminheaters.co.uk
Phone: +44 7777 148 943