Refund policy

Last updated: 27 October 2026

Quick overview

• Return window: request your return within 30 days of delivery. Every return needs our written approval first; returns sent without approval can't be refunded.
• Return shipping: at your own cost, to our returns centre in the United States, an international shipment. We don't provide return labels, free returns or exchanges.
• Condition: unused, complete and undamaged, in the original packaging with all accessories and inserts. Every return is inspected before a refund is issued.
• Cancellations: orders are processed automatically, so a cancellation is only possible within 5 minutes of ordering.
• Refunds: to the original payment method within 7 working days of approval. Shipping Protection fees aren't refunded.
• Damaged, defective or incorrect items: report within 3 working days of delivery, with photos, and we'll send you a replacement free of charge. A faint smell on first use, normal operating sounds and cosmetic variations aren't defects (section 8).

1. Your right to cancel, extended to 30 days

Under the Consumer Contracts Regulations 2013 you have 14 days from receiving your goods to cancel for any reason. We extend that to 30 days from the delivery date recorded by the carrier; we're unable to accept requests after 30 days. Every return needs our written approval before you ship anything (section 4), and your order number is your proof of purchase.

2. Condition of returned items

Items need to come back in the condition in which you received them:

• Unused. Unboxing the heater, inspecting it and checking that it fits the space is fine; running it is not. A unit that has been operated shows it (dust on the element, a warm-metal smell, marks on the feet) and can't be resold as new.
• Complete and undamaged, with the remote, feet or brackets, screws, manual and any other accessories that came in the box.
• In the original packaging, with the foam inserts and protective film, packed inside an outer carton; the product box on its own isn't a shipping carton and won't survive an international journey.

Where handling goes beyond what's needed to inspect the item, we may deduct the reduction in value from your refund; for a unit that comes back used, damaged or incomplete, that may be the full amount.

3. Items that can't be returned

Items made to order or personalised, and gift cards. This is stated on the product page before you buy.

4. How to request a return

1. Email support@wexdale.com within 30 days of delivery with your order number and the items you'd like to return.
2. Within 2 working days you'll receive our written approval with the address of our returns centre and the packing instructions. Don't ship anything before you've received it. The returns address is not our business address in Eastbourne; a package sent there, or sent without approval, can't be processed or refunded.
3. Ship within 14 days of the approval with a tracked service and keep your proof of shipment. Until the package reaches our returns centre, it's your responsibility.

5. Return shipping costs

Returns go to our returns centre in the United States and are an international shipment that you arrange and pay for yourself. We don't provide return labels and we don't offer free returns. Heaters are bulky and heavy, so the cost of a tracked international parcel can be significant; please factor it into your decision to return, and ask us about dimensions and weight before you buy if you're unsure the unit is right for your space.

6. Refunds

Once your return has been received and inspected, we refund the purchase price of the returned items to the payment method used at checkout within 7 working days of the return being approved. Your bank usually needs another 3 to 5 working days to show the credit. Items bought with a discount code are refunded at the price you actually paid. The Shipping Protection fee isn't refunded.

7. Damaged, defective, wrong or missing

Check your order when it arrives, before first use. If the heater is damaged, doesn't work, isn't what you ordered, or something is missing from the box, email us within 3 working days of delivery with your order number and photos of the item, the packaging and the shipping label. We need the photos within this period because the carrier's claim window is just as short; we're unable to accept claims without photos or after 3 working days. A confirmed problem is resolved by sending you a replacement free of charge; you don't need to send the item back unless we ask. Don't operate a unit with a damaged housing, cable or plug.

This doesn't affect your rights under the Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose and as described, and where a fault was present at delivery you're entitled to a repair or replacement and, where that isn't possible, to a price reduction or a refund.

8. What isn't a defect

A faint smell or slight haze during the first minutes of use as the heating element burns in, the clicking of a thermostat or the sound of a fan within normal operation, slight colour variation from the product photos, and a model that turns out to be more or less powerful than you hoped for aren't defects. The first three are normal for any electric heater; the last is what the return window in section 1 is for.

9. Exchanges

We don't offer exchanges. If you'd like a different model or colour, return the item under this policy and place a new order; the new order ships right away rather than waiting for your return to arrive.

10. Fair use

Where we see repeated returns of used items, claims that aren't supported by photos, or returned items that differ from those purchased, we may decline the return and refuse future orders.

11. Customer service

Customer service hours: Monday to Friday, 9:00 am–5:00 pm UK time. Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days. Email: support@wexdale.com