Returns & Refunds

We want returns to be simple. Here's exactly where you stand, whether you've just changed your mind, ordered the wrong part, or received something faulty.

Changed your mind? You have 14 days
If you're a private customer buying for yourself, you can cancel your order for any reason within 14 days of receiving it.

• Let us know within 14 days of delivery - email info@euroboilerparts.co.uk, or use the Cancellation form.
• Send the item back to us within 14 days of the purchase date.
• You'll need to arrange and pay for return postage, using a trackable delivery service.
• We'll issue a full refund, including standard delivery, within 14 days of getting the item back. If you paid extra for Next-Day or Saturday delivery, we'll refund the cost of our Standard Delivery - the premium for faster delivery isn't refundable if you cancel.
• No restocking fee applies in this 14-day window providing the item/s are returned unopened and unused. We may make a small deduction if the item's condition shows it's been used beyond simply checking it.

This 14-day right is separate from, and in addition to, your rights if an item turns out to be faulty (see below).

Missed the 14 days? You can still return unwanted items within 30 days
If it's been more than 14 days but less than 30 since you bought the item, we'll still take it back if you've changed your mind - on these terms:

• You'll need to arrange and pay for return postage, using a trackable delivery service.
• Keep your proof of purchase - you'll need it.
• A 20% restocking charge applies if the item is unused, or 40% if it shows signs of use.
• Gas valves and printed circuit boards bought new can't be returned under this 30-day window once they've been fitted or used.

Ordered the wrong part or something's missing?
Check your order as soon as it arrives. If anything's missing or doesn't match what you ordered, tell us within 7 days of delivery using the Delivery Issues Form, so we can sort it out quickly. We can't guarantee to resolve claims reported after 7 days.

Received a faulty item?
All Goods come with a 12-month warranty, on top of your legal rights under the Consumer Rights Act 2015. If something's faulty:

• Within 30 days of delivery: you can send it back for a full refund.
• After 30 days: we'll offer a free repair or replacement first. If that doesn't fix it, you're entitled to a price reduction.
• Return a faulty item within 14 days of noticing the fault, and we'll replace it, refund it, or credit you the full price you paid, once we've confirmed the fault.
• If we test a returned item and it turns out not to be faulty, we'll let you know and send you an invoice for £20 to cover return carriage - we'll get the item back to you as soon as that's settled.

A note on items damaged after you've received them
If an item is returned to us and it's arrived back damaged (damage that happened after we delivered it to you), we're not able to offer a refund or replacement on it.

How refunds work
Refunds always go back to the payment method you originally used to pay. Depending on the bank or card issuer it can take up to 10 working days to show on your statement.

How to start a return

• Email us at info@euroboilerparts.co.uk (Mon–Fri, 9am–4:30pm, excluding bank holidays).
• For delivery problems specifically - missing, late, or damaged items - use the Delivery Issues Form so we have everything we need to sort it quickly.
• Cancelling within 14 days? Use our Cancellation Form, or tell us clearly in an email.

This page is a plain-English summary. Your full legal rights, and our complete terms, are set out in our Terms and Conditions, and Website Terms of Use.