Refunds & Returns

When your order arrives at your address, you will be given the opportunity to check and sign for the products. During delivery, we recommend a visual inspection of your order on arrival for any obvious damage and to ensure that all products ordered are present. You are not expected to check every item before signing for the delivery.

Once you receive your items, please do not store them away for later inspection. If any goods received are damaged, faulty or incomplete, you must notify us within 48 hours of delivery via email at sales@designerradiatorshowroom.co.uk or by telephone on 01257 452 879, quoting your order number. Please check all items thoroughly for damage. If we are notified within the given time frame, we will organise a replacement and collection. Where customers have adhered to these terms and conditions yet have received goods that are incorrectly supplied or damaged in transit, Croston Plumbing and Heating will replace goods free of charge. Please note that in some cases a courier will refuse to collect, and we will be unable to organise a collection, for example in the case of broken glass or pottery.

Once you have taken delivery of your goods, we will only accept returns and provide refunds in accordance with your legal rights, for example if the goods are not fit for purpose or not as described. Our customer service team can be contacted on 01257 452 879 or by email at sales@designerradiatorshowroom.co.uk.

In the case of goods which are not up to standard, before we can issue a refund, it is required that you return the product to us for inspection at your cost, at which point the refund is at the discretion of the management.

If the product does not fit your home or is no longer required, it will be classed as a cancelled order and costs will be incurred by you to return it to us in its original condition. The radiator must be new, packaged as new and in unused condition for a return to be accepted. Any goods you wish to return which are not faulty, or were not damaged before you signed for them, may be subject to a restocking fee. Unwanted items must be returned within 14 days, or have a collection booked within 14 days. In the case of special order items not normally held in stock by ourselves or the manufacturer, a varying procedure will apply depending on the radiator and the manufacturer in question.

Supplier Restocking and Return Charges

The following charges may apply for unwanted items returned to individual suppliers.

Supplier	Restocking Charge	Notes
Reina	£35 + VAT	Unopened stock items only. Made-to-order and RAL finishes are non-refundable.
Zehnder	20% + £15 carriage	Made-to-order items are non-refundable. Items must be unopened and in a resalable condition.
Terma	30% of order total	Made-to-order items are non-refundable.
DQ	30% of order total	Made-to-order items are non-refundable.
Carisa	30% of order total	Made-to-order items are non-refundable.
DRS	30% of order total	Made-to-order items are non-refundable.
Rads 2 Rails	30% of order total	Made-to-order items are non-refundable.
Vogue UK	30% of order total	Made-to-order items are non-refundable.
Aeon	20% of order total	Made-to-order items are non-refundable.
Eskimo	20% of order total	Made-to-order items are non-refundable.
Paladin	Carriage charge applies	Return carriage cost is to be incurred by the customer.
Scudo	30% of order total (if accepted)	Items must be unopened. Unwanted items must be reported within 2 working days of receipt.
Kartell	20% of order total	Made-to-order items are non-refundable. Items must be unopened in original packaging.

For all suppliers, valves and accessories are subject to a 14-day return window and will not be accepted for return outside of this period.