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Effective Date: 1st January 2026
At European Thermodynamics Limited, we are committed to complying with all applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This policy outlines your rights and our obligations regarding cancellations, returns, and refunds.
1. Your Right to Cancel (Distance & Online Sales)
If you purchase goods online or by any distance selling method, you have the legal right to cancel your order within 14 calendar days of receiving the goods.
1.1 Cancellation Period
• The cancellation period begins the day after you receive the goods. • You must notify us of your decision to cancel in writing (by email) within 14 days of delivery.
1.2 Refund Following Cancellation
If you cancel within the 14-day period:
• You are entitled to a full refund of the purchase price. • You must return the goods within 14 days of notifying us of cancellation. • You are responsible for the cost of returning the goods unless otherwise agreed.
Refunds will be processed within 14 days of:
• Receiving the returned goods, or • Receiving evidence that the goods have been returned.
Refunds will be issued using the original payment method unless otherwise agreed.
Returned goods must:
• Be unused, • Be in their original condition, • Be in the original packaging, • Include all accessories and documentation.
All returned items will be inspected before a refund is issued.
We reserve the right to reduce the refund amount if the value of the goods has been diminished due to handling beyond what is necessary to establish their nature, characteristics, and functionality.
2. Returns After 14 Days (Goodwill Policy)
In addition to your statutory rights, we may accept returns after the 14-day cancellation period at our discretion.
Where we agree to accept a return after 14 days:
• A 15% restocking fee will be deducted from the refund. • Goods must be unused, in original condition, and in original packaging. • Items must not be installed, modified, damaged, or specially ordered. • Return shipping costs remain the responsibility of the customer.
We reserve the right to refuse returns that do not meet these conditions.
3. Faulty, Damaged, or Incorrect Goods
Your rights under the Consumer Rights Act 2015 are not affected by this policy.
3.1 Within 30 Days of Delivery
If goods are faulty, damaged, or not as described, you have the right to:
• Reject the goods within 28 days of delivery. • Receive a full refund.
After 28 days, we may offer a repair or replacement in accordance with your statutory rights.
If a fault is confirmed, we will cover reasonable return postage costs.
4. Non-Returnable Items
The following items cannot be returned unless faulty:
• Special-order or bespoke products • Installed heating systems or components • Products damaged due to misuse, improper installation, or negligence • Items returned without original packaging where resale is not possible
5. Condition of Returned Goods
• Be securely packaged • Include all accessories, manuals, and components originally supplied • Be accompanied by proof of purchase
Failure to meet these conditions may result in a reduced refund or refusal of the return.
6. How to Request a Return
To request a return or cancellation, please contact us:
European Thermodynamics Limited Email: info@etdyn.com Telephone: 01162 796899
Registered Address: 8 Priory Business Park Kibworth Leicestershire LE8 0RX United Kingdom
Please include:
• Your order number • Description of the item • Reason for return
We will provide return instructions upon approval.
7. Refund Processing
Approved refunds will be processed using the original payment method unless otherwise agreed.
We aim to process refunds within 14 days of:
• Receiving the returned goods, or • Receiving proof that the goods have been returned.
8. Your Statutory Rights
Nothing in this policy limits or affects your statutory rights under UK law.
