Return Policy

Please do not send any items back to our address unless advised by a member of the team.

Once you have taken delivery of your goods, we will only accept returns and provide refunds in accordance with your legal rights, for example, if the goods are not fit for purpose or as described. A refund can only be offered if we are told within 14 days of you receiving the product. Another 14 days is then allowed for the goods to be returned.

In the case of goods that are not up to standard, before we can issue a refund, it is required of you to return the product to us for inspection, at the cost of you, the consumer, at which point the refund is based solely on the discretion of the management.

*All refunds from Luxus Design will go to the original payment method. If you want this changing, please specify in writing either via an email or writing.

If the product does not fit into your home, it will be classed as a cancelled order, and costs will be incurred by you to return it to us in its original condition.

Great Radiators will not be held liable for any labour costs associated to the fitting of original or replacement radiators.



Under the distance selling regulations you have the legal right to cancel your order within 14 working days from the day after receipt of the goods (with the exception of made-to-order (bespoke) items).

Please make sure all goods are returned in the original, undamaged packaging at the cost of you, the consumer.

Any goods you wish to return which aren't faulty or weren't damaged before you signed for the goods may be charged re-stocking fee. In the case of special order items which are not normally kept in stock by either ourselves or the manufacturer of the radiator, a varying procedure will come into effect depending upon the radiator(s) and the manufacturer in question.


Goods Arriving Damaged

Any items which arrive cosmetically damaged will be replaced free of charge, as long as they are reported to us within 2 working days from the time you sign for your order. Sorry, we cannot accept returns for damaged items, which you have failed to report to us within 48 hours of signing for your product. This is a rule put in place by our courier as outside of this timeframe it is questionable whether the courier caused any cosmetic damage to a product.

Any damaged items should be kept in their box and reported back to us within 48 hours for a replacement to be sent. Please do not fit them as it will be hard to point to where the damage happened.


Made-To-Order (Bespoke) Products

Made-To-Order (Bespoke) products are specially produced for an individual demand and once acknowledged by Great Radiators cannot be cancelled, returned or refunded.



Made-To-Order (Bespoke) products include:

Any bespoke orders such as RAL Colour/Special Finish items, as well as any other painted-to-order products;

All cast-iron products are made-to-order (bespoke);

Pre-filled electric radiators are also made-to-order (bespoke)