1. Overview
We want you to be happy with your order. You may return most items within 14 days of delivery for a refund, subject to the conditions below. This policy is offered by VT HEATING LIMITED and does not affect your statutory consumer rights.
2. Return window & condition
To be eligible for a refund, items must be returned within 14 days of delivery and must be:
- unused and unwashed;
- in their original packaging with all parts and accessories; and
- in a resalable condition.
3. Hygiene & food-contact exclusions
For health and hygiene reasons, certain food-contact items cannot be returned once they have been opened or used, unless they are faulty. This includes reusable silicone bags, beeswax wraps and any item where the hygiene seal has been broken.
Unopened food-contact items in their original sealed packaging can be returned within the 14-day window.
4. How to start a return
Email support@vtheating.shop with your order number and the items you would like to return. We will reply with a return address and instructions. Please do not send items back before contacting us, as we cannot process unannounced returns.
5. Return shipping costs
Unless an item is faulty or we sent the wrong product, you are responsible for the cost of returning items to us. We recommend using a tracked service, as we cannot refund items that do not reach us. If the return is because of our error or a fault, we will cover the return cost.
6. Refunds
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method (for example your card via Stripe, or your PayPal account) within 5–10 business days. Refunds cover the price of the returned items; original shipping is refunded only where the item was faulty or incorrect. Prices and refunds are processed in USD.
7. Damaged, faulty or incorrect items
If your order arrives damaged, faulty or incorrect, contact us at support@vtheating.shop within 48 hours of delivery with your order number and a photo. Glass items are packed with protective padding; in the rare case of breakage in transit we will arrange a free replacement or full refund at no cost to you.
8. Exchanges & cancellations
The fastest way to get a different item is to return the original (where eligible) for a refund and place a new order. If your order has not yet been dispatched you can ask us to cancel it for a full refund by emailing support@vtheating.shop.