Returns & Refunds Policy
Last updated: 1 June 2025
If you experience a problem after installation, we’ll prioritise your booking and get it resolved as quickly as possible.
- If the issue is due to our installation, we’ll return and fix it at no cost to you.
- If the issue is with the thermostat itself, we’ll assist with the manufacturer’s warranty process.
We’re committed to making sure your heating system works exactly as it should.
We want you to be completely satisfied with your smart thermostat and our installation service. If for any reason you’re not happy, we offer a 14-day return and refund policy in line with UK consumer rights.
Your Right to Cancel
You have the right to cancel your order for any reason within 14 days of receiving your goods or from the date of installation — whichever comes later.
Cancelling or Rescheduling Installations
You can cancel or reschedule your installation at no charge if you give us at least 48 hours’ notice before your appointment.
For example: If your appointment is on a Wednesday morning, notify us by Monday morning.
If you cancel within 24 hours of the appointment, we may charge up to 50% of the order total or a standard call-out fee.
If you’ve had an emergency or exceptional situation, please contact us — we aim to be fair and flexible.
After Installation
You may still cancel within 14 days of installation. An £80 deduction will be applied to your refund to cover labour and call-out costs.
You are responsible for safely removing the product and returning it in original condition.
Return Requirements
- The product must be in original packaging or “as-installed” condition
- All accessories, manuals, and parts must be included
- You are responsible for return shipping costs
Refunds
Refunds will be issued within 14 days of receiving and inspecting the return. Deductions for labour or missing items may apply. Refunds go to your original payment method.
How to Start a Return
Please email: support@smart-thermostat.co.uk
Include your order number and the reason for return.
Exceptions
We reserve the right to refuse a full refund if:
- The returned product is damaged or incomplete
- The return is made outside the eligible time period
