At Brunch Shop, we take pride in delivering premium heating solutions—from designer electric radiators to complete underfloor heating systems—with the same care we apply to protecting your customer rights. This policy outlines our straightforward returns process for your peace of mind.

Our Returns Promise

We stand behind the quality of our heating products. If you’re not completely satisfied with your purchase of electric radiators, fire surrounds, or other heating solutions, you may return eligible items within 15 days of delivery.

Important Exceptions

For safety and hygiene reasons, we cannot accept returns on:

  • Custom-made fire surrounds (built to your specifications)
  • Opened underfloor heating mats (due to installation requirements)
  • Used stoves or heating systems (with signs of installation or operation)

All returned products must be in original condition with packaging and documentation intact.

Simple 3-Step Returns Process

1. Initiate Your Return Request

Email our customer service team at [email protected] within 15 days of receiving your order. Please include:

  • Your order number
  • Product name(s) being returned
  • Reason for return
  • Whether you prefer exchange or refund
Subject: Return Request – Order #[Your Order Number] Dear Brunch Shop Team, I would like to request a return for the following item(s) from my order #[Your Order Number]: Product Name: [Electric Radiator/Fire Surround/etc.] Quantity: [Number] Reason: [Change of mind/Defective item/Wrong item received] [ ] I would like an exchange for: [Product Name] [ ] I would prefer a full refund Please advise on next steps. Best regards, [Your Full Name] [Your Contact Number]

2. Receive Return Authorization

Within 2 business days, our UK support team will email you:

  • Return authorization number
  • Approved return method (DHL/FedEx/EMS)
  • Warehouse return address in Ripon
  • Special instructions if applicable

3. Ship Your Return

Pack items securely in original packaging with all accessories and documentation. Include the return authorization number clearly on the package. For your protection, we recommend:

  • Using tracked shipping (return shipping costs are customer’s responsibility)
  • Retaining proof of postage
  • Insuring high-value items like designer electric radiators

Refund Processing

Once we receive and inspect your return at our Ripon warehouse:

  • Timeline: Refunds processed within 5 business days of receipt
  • Method: Original payment method (credit card/PayPal)
  • Amount: Full item cost minus original shipping fees*

*Except when return is due to our error (wrong/damaged item)

For exchanges, we’ll ship your replacement electric radiator, stove, or other heating product within 2 business days of return approval, subject to availability.

Damaged or Incorrect Items

If you receive a damaged product or incorrect item from our underfloor heating systems range:

  1. Contact us immediately at [email protected] with photos of the issue
  2. We’ll arrange a free return label if needed
  3. Receive priority processing for replacement or refund

European & International Returns

For customers outside the UK returning designer electric radiators or other heavy heating products:

  • You’re responsible for return shipping costs and any customs fees
  • We recommend using our original carriers (DHL/FedEx) for smoother customs clearance
  • Contact us for advice on returning large items like stoves or warm water systems

Questions About Your Heating Product Return?

Our dedicated UK support team understands the specifics of electric systems and underfloor heating accessories. Contact us at:

Email: [email protected]
Postal Address: Brunch Shop, 50 Harrogate Rd, Ripon, GB CH7Q 5HI

We aim to make returns as efficient as our premium heating solutions are effective.