Refund policy

Last Updated: August 2026

Thank you for shopping with HeatedUp.

We want you to be completely satisfied with your purchase. This Return & Refund Policy explains your rights and our procedures regarding returns, exchanges, and refunds.

1. Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Right to Cancel (Online Orders)

If you purchased your item online, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.

To exercise your right to cancel:

Contact us within 14 days of delivery at contact@heatedup.com
You then have an additional 14 days to return the item

Returned items must be:

Unused and in their original condition
Returned with all original packaging, labels, and accessories
Properly packaged to avoid damage during transit

3. Return Shipping Costs

Returns are free. Whether your item is faulty, damaged, incorrect, or you simply changed your mind, we cover the cost of return shipping. We will provide you with a prepaid return label once your return request is approved. No restocking fee applies.

4. Refunds

Once your return has been received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 14 days of receiving the returned goods. We will also refund the standard delivery cost where required by law.

Please note that your bank or payment provider may take additional time to process the refund.

5. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, not as described, or incorrect, please contact us within 14 days of receiving your order at contact@heatedup.com.

Depending on the circumstances, you may be entitled to:

A full refund
A repair
A replacement
Another remedy available under UK consumer law

We may request photographs of the issue before arranging the return.

6. Non-Returnable Items

The following items cannot be returned unless faulty:

Personalised or custom-made products
Sealed products that cannot be returned for hygiene reasons once opened
Gift cards

7. Exchanges

We only replace items if they are defective, damaged, or if you received the wrong product. Please contact us at contact@heatedup.com before returning any item for exchange.

8. Return Address

Please do not send returns to the manufacturer. Once you contact us, we will provide you with the correct return address and prepaid return label.

9. How to Start a Return

To request a return, contact us at: