Losses & damages

• Any damages on delivery should be noted on the courier paperwork and Discrete Heat informed as soon as possible, but not more than 3 working days following receipt of the goods. Any damages reported after 3 working days will not be accepted.
• Any discrepancies in quantity or product type should be communicated to Discrete Heat within 5 working days of receipt of your order. Any discrepancies reported after 5 working days will not be accepted.
• All loss or damage reports will be responded to within 2 working days and we will aim to resolve the issue within 5 working days.

Returns & Refunds

1. Any requests for refund or return should be communicated using the link at the bottom of this page, where you will be asked to provide details of your request. At minimum you will need to provide:
   • Name, address, contact details.
   • Product(s) you wish to return.
   • Your order number(s).
   • Reason for return
   • Any supporting information/images of the products to return.
2. We cannot accept returns for products made to order, skirting or capping in lengths less than 3 metres, non-standard colours, incomplete kits, used or damaged items.
3. We will respond to your request within 2 working days of receipt. Once agreed, we will provide you with an RMA (Return Material Authorisation) number. This must be affixed to the goods to be return.
4. It is your responsibility to return the goods to Discrete Heat Co Ltd in good condition and within 14 days from receipt of your RMA. On receipt we will inspect the goods and advise your refund value. There is a 25% restocking fee for excess materials returned.
5. In the unlikely event an item is supplied incorrectly by Discrete Heat, we will replace this free of charge and arrange collection of the incorrect item(s).
6. If items are incorrect due to design change after order placement or incorrect information supplied by you to generate your order, the replacement items are chargeable. However, we are happy to refund the incorrect items on receipt back at Discrete Heat Co Ltd (RMA is required). – section 2 of this document applies.
7. We aim to process your return and apply any refund within 14 days of receipt into Discrete Heat Co Ltd.