Return Policy
How to arrange a return, report an issue and find refund information.
We accept returns for unwanted items and help resolve problems with faulty, damaged or incorrect products. This policy applies to UK orders from Coventry Towel Radiator, operated by Turkish Zone Limited. Your statutory consumer rights are not affected.
Returns at a glance
- Unwanted items: most new, unused and unopened products may be returned within 30 calendar days of delivery.
- Return method: by post or courier, or in person by arrangement. Contact us for return instructions; an account is not required.
- Change-of-mind return postage: paid by the customer, at the rate charged by their chosen carrier.
- Faulty, damaged or incorrect items: we cover reasonable return shipping costs when the problem is our responsibility. Contact us so we can arrange the return.
- Restocking fee: no fixed restocking fee for an eligible return. Any permitted deduction for loss in value is explained below.
- Refunds: processed to the original payment method within 5 calendar days of receiving your eligible return, subject to earlier statutory deadlines.
Our 30-day return policy
You may return most new, unused and unopened items within 30 calendar days of delivery. For this additional, voluntary return period, items should be in their original packaging and in the same condition as supplied. Please package them securely to prevent damage in transit.
This additional policy does not limit your statutory cancellation rights or your rights when goods are faulty, damaged or not as described.
Your right to cancel an online order
For eligible consumer purchases made online, you can tell us that you wish to cancel within 14 calendar days of receiving the goods, without giving a reason. You then have a further 14 calendar days from telling us to send the goods back.
You may open the packaging and inspect the goods as you would in a shop. Opening the box to inspect an item does not by itself remove your cancellation rights. Please do not install or use a radiator if you intend to return it.
Where the law permits, we may deduct the actual loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We do not apply an automatic 20% deduction merely because packaging has been opened. We will explain any proposed deduction.
How to arrange a return
- Email info@coventrytowelradiator.shop, use our contact page or call 07949 448870. Tell us which item you wish to return and provide your order number or other proof of purchase.
- We will confirm the return instructions and address. You do not need to log in or create an account to contact us or exercise your cancellation rights.
- Pack the item securely and send it by post or courier. A tracked service is recommended; retain your proof of postage. You may also arrange an in-person return with our team; please agree a time before visiting.
Warehouse address: Coventry Towel Radiator, Unit 6, Hales Industrial Park, Coventry, CV6 6AT, United Kingdom. Please contact us for return instructions before sending goods.
Return shipping costs
For a change-of-mind return, you arrange and pay for return shipping. The charge depends on the carrier, parcel size and weight; it is not a fixed fee charged by Coventry Towel Radiator.
If we sent the wrong item, or the goods are faulty or arrived damaged, contact us before paying for a return so we can arrange the return or agree the reasonable shipping costs we will cover. Your statutory rights are not restricted by the 30-day voluntary return period.
Faulty, damaged or incorrect goods
Contact us with your order details and a description of the problem. Photos can help us assess delivery damage where available. We will explain the appropriate refund, replacement or repair options under your consumer rights. Faulty-goods rights are separate from a change-of-mind return, and original packaging is not a condition of those rights.
Sale items have the same statutory rights as full-price items.
Refund amounts and timing
Refunds are made to your original payment method. For a statutory cancellation, we will refund without undue delay and within 14 calendar days of receiving the returned goods or, if earlier, receiving evidence that you have sent them back.
When you cancel your whole eligible order under your statutory cancellation rights, we also refund any standard outbound delivery charge you paid. If you chose a more expensive delivery service, we refund only the cost of standard delivery.
For an eligible return, we will process the refund within 5 calendar days of receiving the returned goods. For a faulty-goods refund, we will refund without undue delay and within 14 calendar days of agreeing that you are entitled to the refund.
Your bank or payment provider may take additional time to display the refund after it has been issued. This does not extend our deadline for issuing it. We will notify you by email when the refund is processed.
Exchanges
Direct exchanges are available for eligible products, subject to the replacement being in stock. Contact us with your order details and the item you would prefer. We will confirm availability, any price difference and any shipping costs before you agree to the exchange. The return eligibility and shipping-cost rules above also apply to exchanges.
Warranty and support
Towel radiators have a five-year warranty. Heating elements, radiator valves and accessories have a one-year warranty; warranty terms apply. Warranties are additional to your statutory rights.
For help, email info@coventrytowelradiator.shop or ask us on WhatsApp. Chat and WhatsApp support is available daily, including weekends, from 7am–10pm UK time.