Refund policy
Returns & Exchanges Policy
At Braxtherm, we want you to be completely satisfied with your purchase.
Returns:
You may return your item within 30 days of receiving your order.
To be eligible for a return, the item must:
- Be unused and in its original condition
- Be returned in the original packaging
- Include all parts, accessories, and documentation supplied with the product
Return Costs:
If the return is due to:
- A damaged item
- Missing parts or components
- An incorrect item sent by us
- Any fault on our side
We will cover the cost of the return and provide a prepaid return label.
If the return is due to:
- Ordering the wrong item
- Changing your mind
- Any reason not caused by our error
The cost of the return label will be deducted from your refund, or the customer may arrange and pay for their own return shipping.
How to Return an Item
Step 1: Contact Us
Please contact us via:
- Website Chat
- Email: info@braxtherm.co.uk
We aim to respond to all enquiries within 24 hours.
Step 2: Receive Your Return Label
Once your return request has been approved, we will provide instructions and, where applicable, a return shipping label.
Please attach the return label securely to the original outer packaging.
Important: Do not cover any existing courier or product labels that may be required for identification.
Step 3: Prepare the Package
Please ensure:
- The item is packed securely
- The original packaging is used where possible
- The box is properly sealed with tape to prevent damage during transit
Step 4: Send Proof of Dispatch
After handing the parcel to the courier or dropping it off at the designated collection point, please send us a copy of the proof of postage or collection receipt via message or email.
This helps us track your return and process it as quickly as possible.
Step 5: Inspection & Refund
Once the returned item has been received, it will undergo a quality inspection.
If the return meets the conditions outlined in this policy, we will issue your refund to the original payment method.
Step 6: Receiving Your Refund
Refunds are typically processed within 1-3 working days after approval, although processing times may vary depending on your payment provider.
Exchanges
If you would like to exchange an item, the same return conditions apply.
For the fastest service, we recommend placing a new order for the required item and returning the original item for a refund. This helps avoid delays and ensures the replacement item is dispatched as quickly as possible.
Contact Us
To initiate a return, or If you have any questions regarding returns or exchanges, please contact us via chat or email us at: