Return Policy
We want you to be completely happy with your purchase from Boiler Spares Hub. If something isn’t right, we’ll do everything we can to help you sort it out quickly. Here’s everything you need to know about returning a part.
Our 30-Day Return Promise
If you’ve received your order and it’s not what you needed – whether that’s the wrong part, a change of mind, or simply a mistake in the order – you can return it to us within 30 days of purchase for a refund or exchange, no fuss.
To be eligible for a return, the part must be:
- Unused and in its original, uninstalled condition
- In its original packaging (where applicable) – the packaging must not have been opened
- Returned within 30 days of the date you received it
We can’t accept returns on parts that have been installed or fitted, unless the item is faulty.
How to Start a Return
Please don’t just send a part back without contacting us first – we need to authorise the return so we can make sure it’s processed smoothly on our end.
To get the ball rolling, contact us by:
- Email: boilerspareshub@gmail.com
- Phone: +44 7344 609400
Tell us your order number, which item you’d like to return, and the reason. We’ll reply quickly with return instructions and the address to send it to.
Faulty or Incorrect Parts
If you’ve received a part that arrived damaged, is defective, or isn’t the part you ordered, we sincerely apologise. Please contact us as soon as you can after receiving the item. In cases like this:
- We’ll cover the cost of return postage
- We’ll send out a replacement as quickly as possible, or offer a full refund – whichever you prefer
We take quality control seriously, and we’ll always prioritise getting things right for you.
Who Pays Return Postage?
If the return is because you ordered the wrong part, or simply changed your mind, the cost of return postage is the customer’s responsibility. We’d recommend using a tracked service to ensure the parcel reaches us safely, as we can’t be responsible for items lost in transit.
If the return is due to our error (wrong item sent, damaged on arrival, or a genuine fault), we’ll cover the return shipping costs in full.
Refunds
Once we’ve received and inspected the returned item, we’ll process your refund to the original payment method within 5-10 working days. You’ll receive a confirmation email once the refund has been issued. Please bear in mind that your bank may take a few additional days to show the credit in your account.
Non-Returnable Items
Please note that the following cannot be returned:
- Parts that have been installed, used, or modified
- Items returned more than 30 days after purchase
- Parts not in their original condition, or damaged through mishandling after delivery
If you’re unsure whether your item qualifies for a return, just ask us – we’d rather talk it through than have you feel stuck.
Need Help?
We’re available 24/7, so don’t hesitate to get in touch at any time.
- Phone: +44 7344 609400
- Email: boilerspareshub@gmail.com
- Location: Newcastle upon Tyne, UK