Refunds & returns.

You can return unopened, unused items within 14 days of delivery for a refund. In line with UK/EU consumer rights, you have 14 days to notify us of a cancellation and a further 14 days to return the goods. This sits alongside, and does not affect, your statutory rights.

Email support@mulgraveheat.shop with your order number and the items you wish to return. We'll reply with a return address and instructions within one business day.

Please keep items in their original packaging and condition until the return is agreed.

For change-of-mind returns, you cover the cost of return shipping. If an item is faulty, damaged in transit, or not as described, we cover return shipping and either replace it or refund you in full — your choice.

Once we receive and inspect your return, we refund to your original payment method, normally within 14 days. You'll get an email when the refund is issued. Bank processing times may add a few days.

For hygiene and safety, the following are non-returnable unless faulty:

• Items that have been opened, used, washed or installed
• Bathroom and pet mats once unwrapped, for hygiene reasons
• Stair treads or gripper pads once the adhesive backing is exposed
• Bundles where any included item has been opened or used

A non-faulty item returned in used condition may receive a reduced refund reflecting its diminished value.

If something arrives damaged or you received the wrong item, contact us within 14 days with a photo. We'll arrange a free replacement or full refund, including any shipping you paid.

Changed your mind before your order ships? Email us as soon as possible and, if it hasn't left us, we'll cancel and refund in full.

Returns team: support@mulgraveheat.shop · +44 7969 075084 · Mon–Fri, 9:00–17:00 GMT.