Revised 20 September 2026.
Email sales@hvacentralparts.co.uk about a return, ideally with your order number, product code and quantity. Consumer and business purchases have different rules. None of this policy limits rights that cannot legally be excluded.
1. Before returning a part
Check the part number and specification before fitting. Keep all supplied accessories, instructions and packaging. Pack returns securely in suitable outer packaging; do not attach postage labels or tape directly to the product’s retail box. Keep proof of posting. We recommend a tracked service with appropriate cover.
Customer-arranged return transit: Goods sent back using a carrier arranged by the customer remain at the customer’s risk until received by HVACentral. HVACentral does not accept responsibility for loss or damage during that return journey. If the returned goods are lost and do not reach us, no refund will be issued; the customer must pursue the claim with their return carrier. This does not apply to collections or return carriage arranged by HVACentral.
Contact us promptly to stop dispatch. After handover to the carrier, we may be unable to intercept the parcel; cancellation does not recall it automatically. If you change your mind, you normally pay return postage. Faulty or incorrectly supplied goods follow section 6. A valid consumer cancellation does not need our approval, a returns number or a particular form.
2. Consumers: 14 days to cancel
You are a consumer if buying wholly or mainly outside your trade, business or profession. You may cancel without a reason from ordering until 14 days after the day of delivery. For one order delivered separately, count from receipt of the last item. Notify us by email or another clear statement, then send the goods back without undue delay and within a further 14 days. Any applicable statutory extension is unaffected.
You pay the direct return cost for a change of mind or a correctly supplied part you selected incorrectly. For goods that cannot normally be returned by post, we must provide the return cost or a reasonable estimate before purchase; otherwise, we bear that cost. The rules for specially sourced non-stock parts are set out in section 5.
3. Condition and inspection
Please return every supplied component and accessory. We inspect returns, or arrange inspection, against the supplied item and condition. Installing, commissioning, using, modifying or contaminating a part normally goes beyond the examination reasonably possible in a shop.
For consumer cancellations, where the required cancellation information was supplied, we may deduct the evidenced reduction in value caused by excessive handling. Missing accessories, damage or avoidable damage to retail packaging may affect value; we do not automatically charge the full replacement cost or impose a fixed inspection fee. We explain the evidence and calculation. A deduction can reach the item’s full price only if the evidenced loss justifies it. Simply opening packaging for necessary examination does not automatically remove cancellation rights.
4. Consumer refunds and delivery charges
For returns of correctly supplied, non-faulty goods, the customer is responsible for all return postage costs. Once the order has been handed to the carrier, the original delivery charge is non-refundable unless the return results from our fault, a faulty product or an incorrectly supplied item. This applies to both consumer and business purchases. Returns of faulty or incorrectly supplied goods are handled under section 6.
If dispatch is stopped, we refund all delivery charges. We do not retrospectively add postage to an originally free-delivery order.
Refunds are made without undue delay, within 14 days after return or, if earlier, proof of sending the goods back. If we offer collection or goods were not dispatched, the deadline runs from cancellation.
Refunds are made using the original payment method only, without a refund fee. Card payments are refunded through the original card transaction; bank transfer payments are refunded to the originating bank account. If a payment was originally accepted in cash, it is refunded in cash. Customers cannot require a refund by a different payment method. These examples do not mean that every payment method is available at checkout.
5. Business, specially sourced and late returns
Business purchases: notify us within 14 days after delivery, then send the part back within 7 days of notification. This voluntary return option requires unused, unfitted, unmodified, resaleable goods, complete with supplied accessories and original packaging in the condition supplied. Careful opening for inspection is acceptable. The buyer pays return carriage; outward delivery is not refunded after dispatch. Ordinary in-stock returns meeting these deadlines have no routine restocking deduction and are refunded within 14 days of receipt. Specially sourced and late-return rules are below.
Specially sourced non-stock parts: If a customer asks us to obtain a product that we do not hold in stock, and we order and supply it for that customer, we accept a change-of-mind return subject to a 25% restocking deduction from the returned item’s price actually paid. This applies to both consumer and business purchases. The return must otherwise meet the applicable return-period and condition requirements. Faulty or incorrectly supplied goods follow section 6.
Late return receipt: If the returned goods reach HVACentral more than 14 days after the customer’s return notification, HVACentral reserves the right to deduct 25% of the returned item’s price actually paid as a restocking charge. This threshold is based on the date we receive the goods, not the date the customer posts them. The deduction is not automatic: we may reduce or waive it following our final assessment with the customer.
Late requests: after the applicable cancellation period has expired, and where no statutory remedy applies, we may agree in writing to a late change-of-mind return. This is not an automatic entitlement. A 25% restocking deduction from the returned goods’ price actually paid applies, subject to our final assessment with the customer. Outward delivery and return carriage are not refunded. Send the goods within 7 days of our agreement. The business-return condition requirements above apply.
We may decline voluntary returns of used, fitted, damaged or incomplete goods. If we instead agree a condition adjustment, it will be explained and will not duplicate a loss included in a restocking deduction. Where more than one 25% restocking provision applies to the same item, the deductions do not stack: only one 25% deduction applies. No restocking deduction applies to statutory remedies for faults, misdescription or incorrect supply. Business buyers’ legal remedies remain unaffected.
6. Faulty, damaged or incorrect goods
Contact us promptly with the problem and any available photographs; do not fit an obviously incorrect or damaged part. No short reporting deadline removes statutory rights. We cover reasonable return costs where goods are faulty or incorrectly supplied. Contact us to arrange a suitable return method.
Installation-related damage: a fault or damage actually caused by incorrect fitting, misuse, unauthorised modification or failure to follow applicable instructions is not a defect in the part as supplied. Where we did not cause or contribute to the problem, we are not responsible for that installation-related damage. We may reasonably request relevant installer details, photographs and available installation or test records to establish the cause. Lack of a certificate alone does not automatically remove rights concerning an unrelated original defect or change the legal burden of proof. See Professional installation and safety for installer requirements.
Consumers normally have 30 days after delivery to reject goods that fail legal quality, description or fitness requirements. Later, repair or replacement is generally the first remedy, free of charge, within a reasonable time and without significant inconvenience; a price reduction or final rejection may then be available. Inspection does not suspend applicable refund deadlines. Refunds for an agreed rejection are made within 14 days of agreement, without undue delay. A manufacturer’s guarantee does not replace rights against us.
7. Postal returns and optional form
HVACentral Returns
17b Abbotsbury Road
Morden, London SM4 5LJ
United Kingdom
For return deliveries by post or courier. No customer visits, collections or in-person returns.
You may use our optional cancellation form, or email or post a clear cancellation statement. The form is not compulsory and is not a waiver of your rights. Seller details appear in our Terms & Conditions.
Download cancellation form (PDF, 11 KB)
The PDF can be filled in on your computer or printed. Save your completed copy and email it to sales@hvacentralparts.co.uk, or post it to the address above. A handwritten signature is needed only when sending the form on paper.