Return policy

Returns Policy

Last updated: 07/10/2025

1. Our Commitment

We want you to be completely satisfied with your purchase from CenturaHeat.
If for any reason you need to return a product, this policy explains your rights and our process.

This website is operated by Oil Tanks Plus Limited (trading as CenturaHeat).
Registered in England and Wales — Company No. 09688340, VAT No. GB219356890.
Registered Office: Suite 25, Cottesbrooke Park, Heartlands Business Park, Daventry, NN11 8YL, United Kingdom
Email: info@centuraheat.co.uk
Phone: 0333 041 3130

2. Countries Covered

We currently ship and accept returns within the United Kingdom only.

3. Eligibility for Returns

We accept returns for both defective and non-defective products, provided they meet the following conditions:

  • Items must be new, unused, unassembled, and returned in their original packaging.
  • All manuals, accessories, and included parts must be returned.
  • You must contact us in advance to obtain return authorisation and return instructions.

If a product is faulty, damaged, or incorrect, CenturaHeat will cover all collection or return costs.
If a product is returned for any other reason (e.g. change of mind), the customer is responsible for return shipping.

4. Non-Returnable Items

For hygiene and safety reasons, certain products cannot be returned once opened or used — for example:

  • Ice baths
  • Water-based wellness products
  • Custom-built or made-to-order items

Any non-returnable products will be clearly identified on their respective product pages.

5. Return Window

Returns are accepted within 30 days of delivery.
Requests received after this period may not be eligible for return unless covered under warranty.

6. Return Method

All returns must be sent by mail to the return address provided once your request is approved.
Please do not send items back without first contacting us, as they may be refused at our warehouse.

A return label is usually included in the package.
If not, we will supply one upon request.

  • For defective or incorrect items, return shipping is free.
  • For non-defective returns, customers are responsible for return shipping.

7. Restocking Fees

A 5% restocking fee may apply to non-defective returns to cover inspection, testing, and repackaging costs.
This fee is not charged for defective, damaged, or incorrect items.

8. Refunds and Processing Time

Refunds are issued once the returned item has been received and inspected.
Approved refunds will be processed within 14 days and issued to your original payment method.
Depending on your bank, it may take an additional 3–5 working days for funds to appear in your account.

If the item is found to have been used, assembled, or damaged after delivery, we may deduct reasonable costs from your refund.

9. Exchanges

We accept exchanges for items that arrive damaged, defective, or incorrect.
Please contact our support team before returning the item to ensure the correct replacement is arranged.

10. Damaged or Faulty Items

If your order arrives damaged or develops a fault shortly after delivery, please notify us within 7 calendar days of receipt.
Include your order number, a short description of the issue, and clear photos or video evidence.
We will offer a replacement or full refund once the issue is verified.

11. How to Start a Return

To start a return or exchange, please email info@centuraheat.co.uk with:

  • Your order number
  • The reason for return
  • Photos (if applicable)

We’ll confirm the return instructions and provide the correct return address.
Unapproved returns or unauthorised deliveries may be refused at our warehouse.

12. Contact Us

If you have any questions or need assistance, please get in touch:
Email: info@centuraheat.co.uk
Phone: 0333 041 3130
Support Hours: Monday to Friday, 8:30 am – 5:00 pm