THPH – The Heat Pump Hub

Refund & Returns Policy

1. Introduction

This Refund & Returns Policy outlines the terms and conditions for returning products purchased from THPH – The Heat Pump Hub. We strive to ensure customer satisfaction and provide a clear and transparent process for returns.   

2. Eligibility for Returns

  • Change of Mind: You may return most unopened and unused products within 14 days of receiving your order for a full refund, excluding any original shipping costs.
    • Exceptions: This may not apply to bespoke or custom-ordered items, items that have been installed, or items specifically excluded from the policy (details below).
  • Faulty or Damaged Goods: If you receive a faulty or damaged product, please contact us immediately. We will arrange for a return and either repair, replace, or offer a full refund for the faulty/damaged item, including return shipping costs.
  • Incorrect Orders: If you receive an incorrect order, please contact us within 14 days of receiving the order. We will arrange for a return and ship the correct item to you free of charge.
  • Goods Not as Described: If the goods received do not match the description provided on our website or in any other pre-contractual information, you may be entitled to a return.

3. Return Process

  • Contact Us: Please contact our customer service team at [Phone number] or [Email address] to initiate a return.
  • Obtain a Return Authorization (RA) Number: You will be provided with a unique RA number for your return.
  • Pack the Item: Carefully pack the item in its original packaging, including all accessories and manuals. For larger items like heat pumps, please ensure they are properly secured and packaged to prevent damage during transit.
  • Arrange Return Shipping:
    • Small Items: You are generally responsible for the cost of return shipping for change of mind returns. We recommend using a reputable carrier and obtaining proof of postage.
    • Large Items: For large items like heat pumps, we can assist with arranging a suitable collection service. Please contact us for a quote.
  • Provide Tracking Information: Please provide us with the tracking number of the returned shipment.

4. Refunds

  • Once we receive and inspect the returned item, we will process your refund within 10 business days.
  • Refunds will be issued to the original payment method used for the purchase. 
  • Please note that it may take some time for the refund to reflect in your account depending on your bank’s processing time. 

5. Exclusions

  • This Refund & Returns Policy does not apply to:
    • Heat Pumps: Due to the nature of heat pump installations, we cannot accept returns for installed heat pumps unless they are found to be faulty upon installation.
    • Bespoke or Custom-Ordered Items: These items may have limited or no return options.
    • Items that have been opened, used, or installed (unless faulty or damaged upon arrival).
    • Items that are damaged due to misuse, neglect, or accident.
    • Items that are sold as “final sale” or on clearance.
    • Shipping costs (unless the return is due to a fault or damage caused by us).
  • We reserve the right to refuse a return if it does not meet the eligibility criteria outlined in this policy.

6. Installation Issues

  • If you experience any issues with the installation of your heat pump, please contact us immediately.
  • We will work with you to resolve the issue, which may involve contacting the installer, providing technical support, or arranging for a service visit.
  • Installation issues may not always be grounds for a return, but we will do our best to find a satisfactory resolution.

7. Consumer Rights

This Refund & Returns Policy is intended to comply with all applicable UK consumer protection laws, including the Consumer Rights Act 2015. You have certain statutory rights as a consumer, and nothing in this policy seeks to limit or exclude those rights.

8. Contact Us

If you have any questions or concerns regarding our Refund & Returns Policy, please contact us at

  • Email: refund@thph.co.uk

9. Disclaimer

This Refund & Returns Policy may be subject to change without prior notice. Please refer to this page for the most up-to-date information.

This Refund & Returns Policy is for informational purposes only and does not constitute legal advice