At Grundfos Hometherm Shop, we are committed to providing premium heating solutions with exceptional customer service. Our shipping and returns policies are designed to ensure a smooth experience from purchase to delivery and beyond.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping (£12.95): Shipped via DHL or FedEx with delivery in 10-15 business days after dispatch
  • Free Shipping: Available on orders over £50, shipped via EMS with delivery in 15-25 business days after dispatch

Note: Delivery times are estimates and may vary depending on your location and customs processing. We currently ship worldwide except to certain Asian countries and remote regions.

Returns & Exchanges Policy

We stand behind the quality of our professional heating solutions. If you’re not completely satisfied, you may return most items within 15 days of delivery.

Eligibility Requirements

To qualify for a return or exchange:

  • Item must be in original condition – unused, uninstalled, with all packaging and tags
  • Return must be initiated within 15 days of delivery
  • Proof of purchase (order number/receipt) must be provided

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Water heaters that have been installed or had their seals broken
  • Heating controls showing signs of installation attempts
  • Underfloor heating systems showing signs of installation attempts

Return Process

Follow these steps for a smooth return experience:

  1. Contact Us: Email [email protected] within 15 days with your order number and return details
  2. Receive Authorization: We’ll email you a Return Merchandise Authorization (RMA) number and instructions
  3. Package Securely: Use original packaging with all accessories and documentation
  4. Ship Your Return: Send to:
    22 Pool Valley, Brighton & Hove, GB CH2V 4MH
    using a trackable service
  5. Wait for Processing: We’ll inspect your return and notify you about approval

Refund Information

Once your return is approved:

  • Method: Refund to original payment (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 needed for the refund to appear in your account

Original shipping fees are non-refundable unless the return is due to our error.

Exchange Information

For exchanges:

  • We’ll ship your replacement after receiving your return
  • Price differences will be adjusted (you’ll pay more or receive a refund for less)

Damaged or Defective Items

If you receive a damaged/defective product:

  • Contact us immediately at [email protected] with photos
  • We’ll arrange a replacement or refund at no cost to you

International Returns

For customers outside the UK:

  • Return shipping costs are your responsibility
  • Mark packages as “Returned Goods” to avoid customs charges
  • Original customs duties/taxes cannot be refunded

Need Help?

Our customer service team is ready to assist with any questions about shipping or returns. Contact us at [email protected] for prompt, professional support.