Shipping and returning Welltherm

Delivery starts with a clear agreement

A Welltherm panel must suit the room and arrive at the right time. The quotation therefore describes which version you order, how many products are supplied and the associated schedule. Stock products are handled differently from specially manufactured versions. Check this information before confirming the order, especially if an installer or renovation is waiting for delivery.

Use welltherm.nl to explore the product range and request advice or a quotation; you cannot order or pay directly here. For online ordering, visit infraroodpaneel.nl↗ (Opens in a new tab) to view available products and the applicable payment and delivery arrangements. For a separate project proposal or a purchase from an independent dealer, the arrangements with the seller apply.

When is an order dispatched?

After order confirmation and the agreed payment, the order is processed. For available stock products, we aim for prompt dispatch. The information in the offer or order confirmation determines the expected period. A special colour, personalised image or different version may require additional production time. We discuss this before you order such a version.

If availability changes, we explain what this means for your order. We can propose a new schedule or alternative, but do not change the agreed version without consultation. For consumers, the statutory delivery period applies unless otherwise agreed. The terms and conditions describe rights in the event of delay and options to end a contract when the applicable conditions are met.

Shipping costs and delivery address

Any delivery costs are in the offer or communicated before ordering. A statement about free shipping on another HeatXL website does not automatically mean every Welltherm project delivery is free. Dimensions, destination and additional delivery preferences may have an effect. For delivery to Belgium or a special location, ask about applicable costs and arrangements beforehand.

Check street, house number, postcode and town. Ensure the carrier can reach the address and report special circumstances in good time, such as restricted access, a building site or absence on the expected day. Report a delivery-address error as soon as possible at info@heatxl.com or 0165 – 714107. We check whether correction remains possible before dispatch.

Tracking the shipment

Where the chosen carrier supports it, you receive information to track the shipment. Use those details for the current delivery status. Larger project deliveries may have a separate delivery appointment. A carrier’s indication is not always an exact time. Contact us if an announced delivery does not arrive or if you cannot locate the shipment.

Keep the order confirmation and shipping information until you have checked the complete delivery. For delivery in parts, these details help identify what is still on its way. We explain separate shipments and help if a component is missing.

Checks on receipt

On receipt, inspect the packaging and then check the version, quantity and supplied components. For visible damage, photos of the unopened packaging, label and product are useful. Preferably report transport damage within 48 hours so we can investigate promptly. This practical preference does not shorten your statutory rights as a consumer.

Do not use a damaged panel if safety or electrical operation is uncertain. Keep the packaging until it is clear whether the product must be returned. Also report an incorrect model or missing accessory. For a justified report, we seek a suitable solution and discuss necessary return costs. Send nothing until you have received the correct address and instructions.

Returns as a consumer

For an eligible distance purchase, a fourteen-day cooling-off period applies after receipt. You can withdraw within that period without giving a reason. After notification, you have fourteen days to return the product. Clearly indicate by email which order you are withdrawing from. You do not have to give a reason, although additional information can help if you also want advice or another version.

Treat the product as you would when assessing it in a shop. Return all supplied accessories and use the original packaging where reasonably possible. Protect a glass or mirrored surface properly against movement in transit. Use beyond what is needed for assessment may cause diminished value. The absence of the original box alone is not an automatic reason to refuse a valid right of withdrawal.

Registering and sending a return

Email your name, order number and relevant product to info@heatxl.com. We send further logistical instructions and the return address, which may differ from the Roosendaal office address. Then pack carefully, choose a suitable carrier and keep proof of return. The fourteen-day return period starts when withdrawal is notified, so monitor that deadline yourself.

The direct costs of an ordinary return are yours if disclosed beforehand. Different rules apply to an incorrectly supplied or defective product; discuss that situation with us first. This prevents unnecessary costs or sending a fragile product by an unsuitable route. The detailed procedure is on the Returns Policy page.

Refunds and exceptions

After withdrawal, we refund within fourteen days, with the right to wait for receipt or proof of return. For full withdrawal, standard outward delivery costs are included. The same payment method is used unless you agree to another method at no cost. A chosen more expensive delivery option need not be refunded in full.

For genuinely personalised custom work, the right of withdrawal may be excluded where legally permitted and clearly disclosed beforehand. Examples include a personalised image or specially manufactured version. This does not remove rights relating to defects. Business buyers generally have no statutory consumer withdrawal right; the quotation determines additional options for changes or returns.

Questions about delivery or returns?

Call 0165 – 714107 or email info@heatxl.com with your order or invoice number. We can then locate delivery and provide specific explanations. For product-defect questions, also view the warranty page. For formal agreements, refer to the general terms and conditions. Clear preparation helps you receive your Welltherm product safely and use it without unnecessary delay.

Updated on 12 October 2026 · Welltherm.nl / HeatXL infrared heating