At Grundfos Hometherm Shop, we stand behind the quality of our heating solutions. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process for most products within 15 days of delivery.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be in its original condition – unused, uninstalled, and with all original packaging and tags
  • You must initiate the return within 15 days of receiving your order
  • You must provide proof of purchase (order number or receipt)

Note: For health and safety reasons, we cannot accept returns on water heaters that have been installed or had their seals broken. Additionally, heating controls and underfloor heating systems that show signs of installation attempts are not eligible for return.

Return & Exchange Process

Follow these simple steps to return or exchange an item:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order to initiate the process. Include your order number and details about the product you wish to return or exchange.
  2. Receive return authorization – We’ll email you a Return Merchandise Authorization (RMA) number and return instructions.
  3. Package your item securely – Please use the original packaging if possible, including all accessories and documentation.
  4. Ship your return – Send the package to our address at 22 Pool Valley, Brighton & Hove, GB CH2V 4MH. We recommend using a trackable shipping service as you’re responsible for the item until it reaches us.
  5. Wait for processing – Once we receive and inspect your return, we’ll notify you about the approval or rejection of your refund or exchange.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). Original shipping fees are non-refundable.

Refund Information

Once your return is approved:

  • Refund method: Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time: 5-7 business days after we receive your return
  • Bank processing: Additional 3-5 business days may be required for the refund to appear in your account, depending on your financial institution

Exchange Information

For exchanges:

  • We’ll ship your replacement item once we receive your return
  • If the exchange item is more expensive, you’ll need to pay the difference
  • If the exchange item is less expensive, we’ll refund the difference

Return Request Template

Use this template when emailing your return request to [email protected]:

Subject: Return Request – Order #[Your Order Number]

Dear Grundfos Hometherm Shop Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

Product Name: [Product Name]
Reason for Return: [Reason – e.g., Wrong Size, Defective, Changed Mind]
Preferred Resolution: [Refund or Exchange for (specify product if exchanging)]

Please advise on next steps and provide the return authorization if approved.

Best regards,
[Your Full Name]
[Your Contact Information]

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected] with photos of the damage/defect
  • We’ll arrange for a replacement or refund at no additional cost to you
  • In some cases, we may request return of the damaged item for quality control purposes

International Returns

For customers outside the UK:

  • Return shipping costs are the customer’s responsibility
  • Please mark the package as “Returned Goods” to avoid customs charges
  • We cannot refund original customs duties or taxes

For any questions about our Returns & Exchanges policy, please contact our customer service team at [email protected]. We’re here to help ensure your complete satisfaction with our heating solutions.