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Returns Policy

At ARC Thermal Products, we are dedicated to providing high-quality products and exceptional customer service. If, for any reason, you are not satisfied with your purchase, we offer a clear and comprehensive returns policy to ensure a smooth process.

1. Eligibility for Returns

You can return most standard items within 30 days of delivery for a full refund. To be eligible for a return, the product must meet the following conditions:

  • Unused and in original condition: The product must not have been installed, used, or altered in any way.

  • Original packaging: The item must be returned in its original packaging, including all parts, accessories, and documentation.

  • Resalable condition: The item should be in the same condition as when received, free from damage or wear.

Please note that custom-made, bespoke, or special-order items are generally non-refundable, unless the product is faulty or damaged upon arrival.

2. Faulty or Damaged Goods

If the product you receive is damaged during delivery or develops a fault within the warranty period, we are committed to resolving the issue as quickly as possible. Here’s what to do:

  • Damaged on delivery: Inspect your items immediately upon arrival. If you notice any damage, please contact us within 48 hours of receipt with detailed photos and a description of the damage.

  • Faulty items: If your product develops a fault, please report it to us within the warranty period specified for that product. Depending on the nature of the issue, we will offer to repair, replace, or refund the item. For certain products, we may arrange for a technician to inspect the fault before proceeding with repairs or replacements.

3. How to Initiate a Return

To start a return, please follow these steps:

  • Contact customer service: Email or call our support team with your order number, the reason for your return, and supporting information, such as photos of damage or fault.

  • Return authorisation: Our team will review your request and provide you with a return authorisation and detailed instructions on how to proceed with the return.

  • Shipping your return: For non-faulty items, you are responsible for return shipping costs. Make sure to use a tracked and insured delivery service to avoid any issues. For faulty or damaged goods, ARC Thermal will arrange the return and cover shipping costs.

4. Non-Returnable Items

Certain products are not eligible for return unless faulty or damaged. These include:

  • Custom-made products: Any items manufactured or modified to your specific requirements.

  • Special-order products: Items that are ordered specifically for your project and are not part of our standard stock.

5. Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, we will process your refund within 14 business days. Refunds will be issued to the original payment method used during the purchase. Please note:

  • Full refunds are issued for returned items that meet the eligibility criteria.

  • Partial refunds may be given if the product shows signs of use, missing parts, or is not in its original packaging.

  • Refunds for shipping costs: If the return is due to our error (e.g., faulty or damaged items), we will refund your shipping costs. If you are returning a non-faulty item, shipping costs are non-refundable.

6. Exchanges

If you need to exchange a product for a different model, size, or specification, follow the return process outlined above. Once your returned item is received, we can process the new order.

7. Warranty and Repairs

Many of our products come with a manufacturer’s warranty. If your product requires repair or replacement under warranty, please contact us with details, and we will assist with the warranty claim. Depending on the item, we may repair, replace, or provide a refund.

8. Contact Us

If you have any questions about our returns policy or need assistance with a return, please contact our customer service team via:

  • Email: [email protected]

  • Phone: 0800 210 0288 Our team is here to help you throughout the process.

At ARC Thermal Products, your satisfaction is our priority, and we strive to provide you with a hassle-free returns experience.