At Brunch Shop, we combine premium heating solutions with exceptional customer care. Our shipping and returns policies are designed with your convenience in mind, whether you’re investing in designer electric radiators or complete underfloor heating systems.

Shipping Information

Order Processing

We process all orders within 1-2 business days of receiving your payment. You’ll receive a confirmation email with tracking information once your heating products ship.

Shipping Methods

We offer two reliable shipping options for our heating solutions:

Standard Shipping (£12.95)

  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after dispatch
  • Includes full tracking
  • Recommended for time-sensitive orders

Free Economy Shipping

  • Available for orders over £50
  • Carrier: EMS
  • Delivery time: 15-25 business days after dispatch
  • Basic tracking included

International Shipping

We ship globally (excluding some Asian and remote regions). International customers may be responsible for:

  • Customs duties
  • Import taxes
  • Other clearance fees

Our Returns Promise

We stand behind our premium heating products. If you’re not completely satisfied with your purchase, you may return eligible items within 15 days of delivery.

Non-Returnable Items

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. Include:

  • Your order number
  • Product name(s) being returned
  • Reason for return
  • Whether you prefer exchange or refund

Sample email template:

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

Need Assistance?

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.