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03303 211 203

Returns Policy


  • If in the unlikely event you are not satisfied with any product purchased from One Stop Heating, you may return it unused in original packaging within 14 days for a refund for the value of the goods excluding delivery costs, ensuring that there are no labels or postage on the product.

  • For any cancelations/returns our request form must be used in all occasions and then emailed to support@onestopheating.com for a returns number and authorisation.

  • All returns are the responsibility of the purchaser.

  • Any items returned must be in the original packaging and in a re-saleable condition to receive a refund.

  • Any damages identified on delivery must be reported within 24 hours of receipt of goods support@onestopheating.com or telephone us on 03303 211 203

  • No return/refund allowed on special/clearance orders.

  • Any reported faulty item will need to be inspected by the manufacturer prior to a refund being given.

  • For more information please refer to our terms and conditions.


  • Refunds can take up to 7 working days but we will endeavour to make this as swift as possible.

  • Refunds are to be made back onto the same credit/debit card or PayPal account.

  • The above does not affect your rights under consumer rights.

Our Returns Policy

  • You get 14 calendar days to return any items you’re not quite sure about. This two week returns period starts from the day you receive your order. Find out how to return your item(s) using our hassle-free, 3-step returns process below.

Faulty Goods

  • Please return your item(s) to us within 30 days after finding the fault, and remember to get in touch before returning. You can do this by filling out the form on our Customer Service Hub where a member of our team will look into it.
  • Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.

Cancelling a contract under the consumer contracts regulations

  • If you’re a customer in the EEA, you get 14 days to cancel your contract with us.

  • This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form  where you’ll also find details on how to return your item(s).

  • There are a couple of ways to cancel your contract with us. You’ll find these below.

Email us: support@onestopheating.com 

or write to us at: One Stop Heating, Timmis Road, Stambermill Ind Est, Lye, Stourbridge, DY9 7BQ.

  • If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using these steps . You`ll then receive a full refund as per the policy set out here.

How to return an item

  • It’s as easy as 1, 2, 3! Just follow our hassle-free, 3-step process:
  • 1 - Re-pack your item(s) in the original packaging,with labels and tags still attached.
  • 2 - Cover your original address label with a returns label found on the bottom right hand corner of your delivery note. Deatils of this will be sent to you by One Stop Heating when the returns procedure has been activated.
  • 3 - Return your package via a courier of your choice, remembering to get proof of postage. Please don’t post your package through the post box without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.

How long will my refund take to be processed?

  • If you would like to return an item, we will refund you within 21 days of the day that the email was recieved by One Stop Heating. You will then recieve confirmation that you are entitled for a refund. Please note, this is provided that the product returned is received back to us within the 21 days and in a resaleable condition.
  • Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item. However if there is more than the faulty item on the same order, the delivery charge will not be refunded.
  • In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from your Post office or applicable returns service location as proof of postage.
  • We reserve the right to refuse a refund if you are unable to provide the certificate of posting and therfore a signiture of One stop heating recieving the returned goods.
  • The refund will only be raised against the same method that the goods were paid for, for example Credit Card/Debit Card, Pay Pal etc.

Can i have an exchange instead of a refund?

  • We don’t offer exchanges right now. You can return your item to us for a refund, and then place a new order to get the item of your choice. Find out how to return here  – it’s as easy as 1, 2, 3!