Returns & Refund Policy

You may request a return within 14 days of receiving your order. Items must be unused, unopened and in their original packaging, with any seals intact.

For health and hygiene reasons, drinking and food-contact items that have been opened or used cannot be returned unless they are faulty or not as described. This does not affect your legal rights in respect of faulty goods.

If an item arrives damaged, faulty or incorrect, contact us within 14 days of delivery with your order number and a photo. We will arrange a replacement or a full refund, including any return postage, at no cost to you. Glass items are shipped in protective packaging; report transit breakage promptly.

1. Email support@heatecph.shop with your order number and reason for return.
2. We will reply with a return authorisation and the return address. Please do not send items back before contacting us.
3. Pack the item securely in its original packaging and post it to the address provided.

For change-of-mind returns, you are responsible for the cost of return postage and we recommend a tracked service. For faulty, damaged or incorrect items, we cover return postage.

Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method via Stripe, typically within 5–10 business days. Original shipping charges are non-refundable except for faulty or incorrect items. We do not charge a restocking fee.

You can cancel an order at no cost if it has not yet been dispatched — contact us as soon as possible. Once an order has been dispatched, the return process above applies. Consumers in the UK/EU may also have a statutory right to cancel within 14 days of delivery, subject to the hygiene exception for opened drinkware.

The fastest way to get a different colour or model is to return the unused item for a refund and place a new order.

If you are unhappy with how a return or refund has been handled, contact support@heatecph.shop and we will work with you to resolve it. This Policy does not affect your statutory consumer rights.