Your statutory right to cancel (consumers)
If you buy online as a consumer, you may cancel within 14 days of delivery under the Consumer Contracts Regulations 2013, without giving a reason. Goods must be unused, undamaged, in a fully resaleable condition and in their original packaging. You pay the cost of returning the goods to us; we refund the full purchase price and standard delivery charge within 14 days of receiving the goods back. Bespoke installations that have commenced with your consent are excluded from this right.
Boiler packs — extended returns
Boiler packs are sourced to order from our supplier network. Beyond your statutory 14-day cancellation period, we accept change-of-mind returns of boiler packs up to 30 days from delivery, provided the pack is unused, undamaged, in a fully resaleable condition and in its original packaging.
For these extended returns (days 15–30), and for all trade change-of-mind returns:
- You arrange and pay for the return carriage to the address we provide. Boiler packs are heavy palletised goods; we can arrange collection at cost if you prefer.
- A restocking fee of 25% of the pack price applies, reflecting the re-handling charge our suppliers apply to sourced-to-order goods.
- The balance is refunded within 14 days of the pack being received and inspected.
Special-order items that have been cut, configured or commissioned cannot be returned unless faulty.
Damaged or faulty goods
If a product arrives damaged or develops a fault, tell us as soon as possible. We will collect the item free of charge and offer a repair, replacement or full refund, in line with the Consumer Rights Act 2015. Nothing in this policy affects your statutory rights.
How to start a return
Email info@britoneair.co.uk or call 0208 935 5572 with your order number. We will confirm the return address, any collection options and the exact refund amount before you send anything back.