Refund policy
Refund Policy
Last updated: 07/10/2025
1. Overview
At CenturaHeat, we aim to make every purchase a positive experience. If something goes wrong with your order or you are not completely satisfied, this policy explains when and how refunds are issued.
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. Faulty or Damaged Items
If your product arrives damaged or develops a fault within 7 calendar days of delivery, please contact us right away. Include:
Your order number
A short description of the issue
Photos or video showing the fault or damage
In most cases, we will offer a replacement first.
If a replacement is not suitable, you may request a full refund, including your original delivery cost.
Refunds are processed once the returned item has been received and inspected. You will be notified once the refund has been approved.
3. Items Not as Described
If an item you receive differs significantly from its online description, or if we’ve sent the wrong product, notify us within 30 days of delivery.
You may choose between:
A replacement at no additional cost
A full refund, including delivery
CenturaHeat will cover all return or collection costs in these cases.
4. Warranty Coverage
All CenturaHeat products include a standard manufacturer’s warranty:
1 year on electrical components
2 years on structural components
Warranty claims are handled on a case-by-case basis. Please contact our support team with your proof of purchase and relevant images or videos.
Note: Damage caused by misuse, improper assembly, or unauthorised modifications is not covered under warranty.
5. How Refunds Are Processed
Refunds are issued using the same payment method used at checkout.
Once approved, we will process your refund within 14 days of receiving the returned item.
Depending on your bank or card provider, it may take an additional 3–5 working days for the funds to appear in your account.
6. Contact Us
For help with refunds or warranty claims, please contact our support team:
Email: info@centuraheat.co.uk
Phone: 0333 041 3130
Support Hours: Monday to Friday, 8:30 am – 5:00 pm
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
