We are committed to selling high quality products, but we appreciate from time to time, for one reason or another you might wish to exchange or return something you have bought from us.
In this case we are pleased to offer a 30 day money back guarantee on all the products in our store. Note: Our 30 day money back guarantee is a “goodwill” refund policy. This does not affect your legal rights under the CRD or other legislation. For full terms & conditions please click here.
Our “goodwill” refund or exchange policy (where there is no legal right to a refund or exchange under the CRD or otherwise for that period) is offered on goods that are returned in a resalable condition with a receipt or parcel summary document within 30 calendar days of purchase. Please note, after 30 days we are under no corporate or legal obligation to refund unwanted goods, unless there is documentary evidence stating otherwise from an authorised member of staff in TheEcoStore team.
Items must be returned in their original packaging, undamaged, and in a saleable condition. The cost of shipping the item back to us will be your responsibility.
We will offer a full refund, less the shipping cost and a small handling charge dependant on the product, to the card that the items were bought on (or to the PayPal account). Please see individual product returns below.
To get the process started, please email us by clicking here, we will then issue you with a unique return number and a return slip. You must include this in the package. Please note some products are excluded from this offer – shown at the bottom of this page.
If you are returning goods because they are faulty, we will look to repair or replace the goods as appropriate.
If upon inspection the goods have become faulty as a direct result of damage, neglect, misuse or modification by you the buyer then unfortunately we will not be able to offer a refund or cover any postage charges. Once tested, and the product is deemed to be faulty, you will receive a full refund plus your shipping costs.
To make a purchase, please browse our store and add the items that you wish to buy into the shopping cart. After you have finished adding your products, click through to ‘Checkout’ where you will be asked for details in order to complete your order. If you do not wish to proceed with our online checkout, then feel free to call us and place the order using our secure sagepay.
We accept Visa, MasterCard, Amex or PayPal (online only). If you do not wish to pay online, you may send your card information via phone.
If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you a dispatch email. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable before entering the contract with you.
We do not charge shipping and handling for deliveries on mainland UK over £50. For deliveries outside these areas we reserve the right to add shipping charges pro-rata.
We will act on your order within 1 working day of receipt. Shipping times will depend on stock availability – noting certain products are made-to-order.
All goods are shipped in top condition. We do not ship items that appear damaged in any way. Therefore:
We will send you an “Order Fulfilled” email when the order has shipped. You must inform us within two working days of the email if you have not received the goods so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.
If an item looks like it has been damaged during shipment, you must not sign for it. You must also inform us immediately and no later than 4p.m on the day following delivery if any item has been damaged so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.
You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
Your rights to return goods are protected under the The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2015.
Return your item by contacting us by email or telephone before the 30 calendar days and quoting the order number supplied to you. If goods are not faulty (within the 30 calendar period), you are responsible for the cost and risk of loss or damage incurred when returning the goods, so you should take out enough postal insurance to cover their value. This returns policy does not affect your rights when we are at fault – for example, if goods are faulty or misdescribed, where we will assume the costs of returning the goods.
These terms apply to your current order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.
None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.
All our products are guaranteed to be free from manufacturing defect as notified per-product for the term indicated.
Should a product prove to have been damaged during shipping, please contact us immediately and no later than 24 hours after receipt of the item to indicate the nature and extent of the damage and we will work with you to rectify the problem (which may or may not include full replacement of the affected item). With this in mind, double check the item before signing from the courier – if someone else is signing on your behalf they must also check prior to signing.
If you need to reach us, please email us using the link on the store page, alternatively, you can call on 0208 819 9153
Cookies are used on this shopping site where they are strictly necessary for the site functionality. They are used to aid navigation, and to keep track of the contents of your shopping cart. If you log in to an account, your logged-in status is recorded in a temporary cookie. If you select the ‘Remember Me’ Option in the checkout, a cookie will be used to remember your details. You can turn off cookies by blocking them in your browser Privacy settings. If you turn off cookies, you will be unable to place orders or benefit from the other features that use them.
Data collected by this site is used to:
a. Take and fulfil customer orders.
b. Administer and enhance the site and service.
c. Only disclose information to third-parties for goods delivery purposes.
The 30 day returns offer excludes Ecoease Secondary Glazing – since this is cut to your measurements and therefore specifically tailored to your requirements. If you glazing has been damaged during transit, please notify us within 24hours.
Energy-savings and control of comfort levels can only be made in conjunction with the correct thermostat or control device. We strongly recommend you purchase adequate control devices with your order to ensure optimum comfort levels and energy-savings. Adequate devices are recommended with each product. When consumers have chosen a different size of panel from which TheEcoStore has recommended, and the panel is not providing enough heat for the room then the consumer may return depending on the following ranges.
Infrared heaters must be returned to us using a shipping method with insurance that correctly fits the value of the item. Any damage obtained during transit back to us may void any refund.
Please note that the Pulsar Infrared heaters are subject to a 10% restocking fee and we do not accept Herschel Inspire Glass infrared heating panels back because they are made to order. Herschel Inspire Picture panels are also not returnable as they are manufactured with your chosen photos. For more information regarding Infrared terms and conditions, please click here –
Herschel Select Carbon Fibre – 10% restocking fee
Herschel Select Glass – 10% restocking fee
Herschel Select XL – 10% restocking fee
Herschel Inspire White – 10% restocking fee
Herschel Pulsar – 10% restocking
Advantage and Aspect heaters – 10% restocking
Herschel Inspire Glass – Non-returnable
Herschel Inspire Picture – Non-returnable
Due to the size of the storage heaters, we do not accept returns