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Policy

Refund & Return Policy

We want you to be happy with your order. You can return most items within 14 days of delivery for a refund, subject to the conditions below.

1. Your 14-day return window

You may request a return within 14 days of receiving your order. Items must be unused, unassembled and in their original packaging, with all parts included and in resalable condition.

2. How to start a return

  • Email support@scotheat.shop with your order number and the items you wish to return.
  • We'll reply with a return authorisation and the return address.
  • Pack the items securely and include your order number inside.

Please do not send items back before you receive a return authorisation, as we may be unable to process them.

3. Refunds

  • Once we receive and inspect your return, we'll email you to confirm.
  • Approved refunds are issued to your original payment method (via Stripe or PayPal) within 5–10 business days.
  • We refund the price of the returned items. Original shipping is refunded only where the return is due to our error or a faulty item.

4. Return shipping costs

For change-of-mind returns, you pay the return postage. If an item arrives faulty, damaged or not as described, we cover the cost of return and replacement or refund — see below.

5. Faulty, damaged or incorrect items

If your order arrives damaged, faulty or incorrect, contact us within 48 hours of delivery at support@scotheat.shopwith your order number and a photo. We'll arrange a free replacement or a full refund, including any shipping you paid. This does not affect your statutory consumer rights.

6. Items we cannot accept

  • Items that have been used, assembled, washed or are not in their original packaging.
  • Score pads and notebooks that have been written in or opened from any sealed wrap, for hygiene and resale reasons.
  • Items returned without prior authorisation or outside the 14-day window.

7. Cancellations

You can cancel an order before it is dispatched for a full refund — just email us as soon as possible. If it has already shipped, please follow the return process above.

8. Contact

Questions about a return or refund? Email support@scotheat.shop or call +44 7109715019 during Monday to Friday, 9:00am – 5:00pm GMT.