Returns and Refund Policy


At Radiator Buy, we care about your satisfaction with our products and services. To give you peace of mind when purchasing from us, in addition to our 100% money-back guarantee and exceptional product warranties, we offer the following:

✅ Return within 30 days for a full refund
✅ Return within 90 days for a credit note (valid for 12 months from issue)
✅ Convenient collection of unwanted items*
✅ Top-notch customer service ready to assist you anytime

*Please note: For unwanted items, a collection and redelivery fee will apply. See the “Charges” section below for details. You can also return unwanted items to us using your chosen courier.

Before returning any item, please contact our Customer Service Team to arrange your return.

 

 

Change of Mind Returns  

If you decide you no longer need an item, you can return it within 30 days of receipt for a full refund. After 30 days, you may return the item for a credit note valid for 12 months from the issue date.

Please ensure the item:

Has not been used or installed

Is in its original packaging

Is in resalable condition

When returning items, do not write on or attach anything directly to the product packaging.

We understand returning fragile items can be tricky, so we offer a convenient collection service at a time and place of your choice (charges apply – see below).

Please note: We cannot accept returns or exchanges for used, installed, or custom-made items.

 

 

Optional Collection Service & Charges 

If you no longer require an item due to a change of mind, incorrect order, or any other customer-related reason, we can arrange a collection service through our partnered couriers.

Our team will help arrange a suitable collection date and, where possible, collection from an alternative address.

Collection Charges

  • Small Parcel (maximum packaged dimensions 1000 × 1000 mm, 0–5 kg) – £9.99
  • Medium Parcel (maximum packaged dimensions 1500 × 1500 mm, 5–20 kg) – £19.99
  • Large Parcel (maximum packaged dimensions 1800 × 1800 mm, 20–55 kg) – £29.99
  • Extra Large Parcel (maximum packaged dimensions 2400 × 2400 mm, 55–75 kg) – £39.99

The applicable collection charge will be determined based on the packaged dimensions and actual weight of the returned item.

If your original order included additional delivery surcharges (for example, deliveries to Northern Scotland, the Scottish Isles, Channel Islands, Northern Ireland, or other remote UK locations), equivalent collection surcharges will also apply. Our customer service team will confirm all applicable charges before arranging collection.

We do not accept international returns.

You may also arrange your own return shipping. However, we strongly recommend using a reputable, fully insured courier service. We cannot accept responsibility for any loss or damage that occurs during transit when the return is arranged by the customer.

Exchanges:
If you wish to exchange an item, separate collection and redelivery charges will apply. The applicable fees will be confirmed by our customer service team before the exchange is arranged.

 

 

Exchange  

We understand you may wish to swap a purchased item for a different product. We’ll do our best to make the process as smooth as possible.

Within 90 days of receipt, we can arrange collection of the unwanted item when delivering the replacement. You’ll need to pay for the new order upfront. Once we receive and inspect the returned item, we’ll issue a full refund minus the collection and redelivery charges.

Alternatively, you can arrange your own return with our team and place a new order separately.

To use our collection service for exchanges, please contact our Customer Service Team. We’re happy to answer questions and guide you through the process.

 

 

Damaged or Defective Items 

Please inspect your items upon delivery. If any item is damaged, defective, or incorrect, notify us within 2 days and provide photos where possible:

We’ll arrange free collection or send replacement parts as appropriate.

Ensure only the correct item is given to the driver. We are not responsible for items incorrectly returned.

 

 

Order Cancellation 

If your order has not yet been picked, packed, or dispatched, we can help you cancel it! Contact our team as soon as possible for assistance.

Once your order has been dispatched or collected, it cannot be cancelled. Instead, please refer to our returns policy for details on how to return or exchange items.

 

 

What do I do about a RAN (Return Authorisation Number)?

The returns form helps us process your return quickly and smoothly.
Please print and complete the form, then secure it inside or outside your return parcel.

If you don’t have a printer, simply write your return number (RB#) and reason for return on a piece of paper and include it in the package.

 

 

How long will it take to receive my refund?

We aim to process returns promptly once items have been received back at our warehouse.

During busy periods, it may take up to 14 days to process your return, but we always strive to do so faster.

If you don’t receive an email update within 14 days of returning your item, please contact our Customer Service Team.

 radiator in delivery package