Refunds and Returns Policy

At Infrafar, we want you to be completely satisfied with your purchase. This policy explains your rights regarding refunds, returns, and warranties. We comply with UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 for distance selling.

1. Your Right to Cancel (UK Consumer Law)

If you are a consumer in the UK, you have the right to cancel your order within 14 days of receiving the goods under the Consumer Contracts Regulations 2013.

  • To cancel, you must notify us in writing via our contact form before the 14-day period expires.
  • You must return the product within 14 days of notifying us of your cancellation.
  • You are responsible for return shipping costs unless the item is faulty.

Please note: This right to cancel applies only to unused products in their original packaging.

2. Returns and Refund Conditions

If you wish to return a product, the following conditions apply:
  • The item must be returned unused, undamaged, and in its original packaging.
  • The item must be in a resalable condition, free from marks, scratches, or modifications.
  • Returns must be made within 30 days of delivery.
  • Proof of purchase is required.
If the returned item does not meet these conditions, we reserve the right to refuse the refund or issue a partial refund at our discretion.

🚫 We cannot accept returns on used, damaged, or marked products.

3. Faulty or Damaged Items

If your product arrives faulty, damaged, or develops a fault within the applicable warranty period, you may be entitled to a replacement or repair.
  • Within 30 days of delivery – If the product is faulty, you are entitled to a full refund or replacement.
  • After 30 days but within the warranty period – We will repair or replace the item. If a repair or replacement is not possible, we may offer a partial refund based on usage.

To report a fault, please contact us using the contact form on our website, providing details and photos of the issue.

4. Warranty Policy

We offer different warranty periods depending on the product type and usage:
  • Domestic Infrared Panels – 3 years
  • InfraStrips (including domestic use) – 12 months
  • All Commercial or Industrial Use – 12 months only

Warranty Exclusions:

  • Damage caused by improper installation, misuse, or unauthorised modifications.
  • Wear and tear or cosmetic damage that does not affect performance.
  • Any damage caused by incorrect voltage, electrical surges, or external factors.

If you need to make a warranty claim, please contact us via the contact form on our website.

5. How to Return a Product

If you are returning an item, please follow these steps:
  • Contact Us – Notify us via our contact page before returning any item.
  • Pack the Item Securely – Ensure it is in its original packaging and unused condition.
  • Send the Item – You will be responsible for return shipping costs unless the product is faulty. We recommend using a tracked shipping service.
  • Inspection & Refund – Once we receive and inspect the item, we will process your refund within 14 days if it meets our return conditions.

6. Refund Processing

  • Approved refunds will be processed within 14 days of receiving the returned item.
  • Refunds will be issued to the original payment method used for the purchase (credit/debit card or bank account).
  • Shipping costs are non-refundable, unless the return is due to a fault.
  • If a partial refund is issued (due to missing packaging, signs of use, or damage), we will inform you of the amount deducted.

7. Contact Us

If you have any questions about returns, refunds, or warranties, please reach out via the contact form on our website.