Heat and Art Ltd whether you have made a purchase or not yet below is our policy and some simple steps to reassure your dealing with a company who cares.
If you are not entirely satisfied with your purchase, we’re here to help and resolve any issues. You are our customer from purchase to delivery and then some!
Contact
How can I contact you?
You can contact us in any of the following ways:
- Reply to your order or dispatch email
- Send an email to info@heatandart.co.uk
- Message us on live chat
Delivery
What is next working day delivery?
Next working day delivery is available based on the weight of your order. To check if your order qualifies, please visit the product page for more details. Orders placed before 2pm, Monday to Friday, will be dispatched for next-day delivery. You will receive a 2-hour delivery window the day before your delivery. Next working day delivery is free.
Where can I track my order?
To track your order, sign into your account and go to your Order History. Click on the order you want to track, and the tracking information will be provided. Alternatively, check the dispatch email you received, which will contain your tracking details.
How much does delivery cost and where do you deliver?
Delivery is free within the UK. If you're outside the UK, you must arrange for a courier to pick up your order and deliver it to you. We currently do not offer international delivery, but you can organize collection with a courier of your choice.
Can I choose a specific delivery time or date?
We cannot guarantee specific delivery times or dates, but some couriers may provide a smaller time window (typically between 7am and 7pm). If you wish to delay delivery, please contact our customer service team as soon as possible after placing your order.
What should I do if my order arrives damaged or faulty?
If your item is damaged or faulty, please email us a photo of the issue at info@heatandart.co.uk. We will arrange a free collection or ask you to dispose of the item, and then we will either replace it or issue a full refund. Items cannot be returned if they have been used or installed, unless prior arrangements were made.
Returns & Refunds
How long do I have to return an item?
You have 14 calendar days from the date you received the item to return it.
What conditions must my item meet for a return?
Your item must be in the original packaging and include the receipt or proof of purchase.
Is there any fee for returns or reporting an issue?
A restocking fee may apply. If you're reporting an issue with a radiator, you have 3 calendar days from the date of delivery to do so.
What happens after I return my item?
Once we receive your item, we will inspect it and notify you that we have received the returned item. After inspecting the item, we will immediately inform you about the status of your refund.
How will I get my refund?
If your return is approved, we will initiate a refund to your credit/debit card or original method of payment. The credit will be reflected in your account within a certain number of days, depending on your card issuer's policies.
Order Issues
Can I change my order?
Our team will do their best to amend orders where possible. However, we are unable to swap or exchange items of different prices or make changes to orders that have already been dispatched. Please contact us to discuss any changes you wish to make.
Can I cancel my order once it has been placed?
Yes, you can cancel your order! If your order has not yet been dispatched, it can easily be cancelled and refunded. If your order has already been dispatched, our customer service team will contact the courier to arrange for the order to be returned to us. Once it is returned to our warehouse, your refund will be processed.
I've placed an order but am not sure if it's gone through. What should I do?
If your order was successful, you will receive an order confirmation email. If you did not receive the confirmation email but the transaction appears in your payment account, or if you're unsure, please contact our customer service team. They can check the system and provide you with confirmation.