Refunds and Returns

Returns Policy

If the item you receive isn’t quite what you wanted you can return it for refund up to 14 days after the delivery date. The package should include your original paperwork. Your name and invoice number should be written on the transit packaging (not on the product packaging) so we can identify who to credit. We will also need a brief note covering why the product is being returned. You will be responsible for the cost of returning the item. 

You are welcome to inspect the goods, as you would if you were assessing them in a shop, but a deduction may be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.

Please note items must be returned in a re-saleable condition. This includes the packaging for the product.  

  • DO NOT wrap the product packaging with tape or write on it. 
  • Products should be returned in an outer protective package to ensure safe delivery to our warehouse. 
  • If items are returned by post please ensure you use a postal service that requires a signature
  • Once the goods have been received back in a satisfactory condition, we will process your refund.
  • Refunds are normally processed weekly but never more than 14 days. 

We need to match the return parcel with your details. To do this we need the correct paperwork so please notify us first as we cannot be responsible for any goods returned without notification and cannot accept any responsibility for loss or damage.

 We can arrange collection for you. Please call us on 01892 600121 and we will arrange this (Charges Apply). If you prefer to send your item back yourself, make sure it is a signed for service with insurance

 Should you have an item you no longer need and it is outside of the 14 day period, we may be able to take it back, subject to a handling charge of 25% and that the goods are returned in a re-saleable condition. 


You can cancel prior to receipt and within 14 days of receipt of the goods. This does not apply to special orders where goods are manufactured to a custom specification. Cancellation of special orders is likely to incur additional costs depending on the stage of manufacture. Please contact us in either instance and we will check on any possible costs. 

Our policies do not affect the statutory right to cancel.


Warranty periods vary from product to product ranging from a 1 year minimum to 10 year maximum. The specific details of each are provided with the product information. Please keep a copy of your receipt - one is emailed and a paper copy attached to the parcel - as this will represent the warranty period and will allow us to track your records on our system in the event of a claim.

In order for an electrical product warranty to be valid, it is a requirement that it is fitted by a qualified person and installed in accordance with the IEE Wiring Regulations - 17th Edition and the manufacturers fitting instructions. You should always seek advice from a qualified electrician before you install electrical ventilation within your home. We may need to speak directly with your electrician so please retain their contact and address details as your warranty may be void if a certified electrician has not installed the item or it is incorrectly fitted. In the case of radiators, the Goods should be installed onto a heating system that ( i ) has been cleaned/treated immediately prior to installation of the relevant Goods and / or (ii) which contains the correct water treatments and inhibitors to the approved British Standard Code of Practice BS 7593 (or equivalent).

 Faulty Goods Policy

Should you experience problems after installation, we will either try to identify and resolve the problem, arrange for a service engineer to visit, or provide you with the telephone number of the manufacturer's technical service team. If the product is found to be faulty we will organise repair or replacement of the relevant item.

 All returns are tested. Should no fault be found with the item and the product has been installed a refund will not be issued and the product will be made available for your collection or returned to you subject to a small carriage charge and administration charge of £15. The product will be held by us for 14 days from our notification in writing of the situation and will then be disposed of if you do not advise further instructions.

 Collection Charges

If you would like us to arrange the return of your unwanted item, the charges are set out below

We use DPD for collection of parcels

Collection charge for parcels £25.00

Collection of pallets £100.00

Payment for collections must be made to us before we can arrange this for you.

Please Call 01892 600121

Our Return Address is:
Epicair Ltd,
Unit 4 Hartley Dyke Business Centre, 
Hartley Road, 
TN17 3QG