Returns policy for Welltherm products

Which purchases does this returns policy cover?

This explanation concerns consumers buying a product from HeatXL at a distance. If you ordered a Welltherm product from an independent dealer, that dealer is your seller and you report the return there. An enquiry without obligation on Welltherm.nl is not yet a purchase. The contract and seller named in it determine which order is reversed.

For an ordinary consumer distance purchase, you can withdraw within fourteen days of receipt without giving a reason. You then have fourteen days to return the product. Business orders generally do not have this statutory consumer withdrawal right. A business return may be discussed where arrangements exist. A statutory exception may apply to personalised custom work, as explained below.

First consider whether advice helps

Are you unsure about thermostat settings, the selected output or panel positioning? We are happy to help explain. Sometimes a question is resolved quickly without a return. However, you do not have to wait for advice before withdrawing within the cooling-off period. Communicate your decision clearly and in time if you want to end the purchase.

Check the model, dimensions and accessories before installation. A return because of a changed choice differs from reporting a defect or incorrect delivery. Therefore specify the problem you want to solve. We then discuss the correct route, any costs and next steps without restricting your statutory rights.

The cooling-off period and your notification

The cooling-off period starts the day after receipt by you or a recipient you nominate who is not the carrier. Notify us before the fourteen days end that you withdraw from the agreement. You can do so through a clear email to info@heatxl.com. Include your name, order number and products to return. You may add a reason, but this is not compulsory.

A model form may be used, but is not required for valid notification. An unambiguous statement is sufficient. Keep a copy of your email. Once you notify us, the separate fourteen-day period for returning begins. Do not wait until you have booked a carrier to notify us, because the two periods each have their own starting point.

Handle the product carefully

You may inspect and assess the panel as you would in a shop. Handle the product and packaging carefully. All supplied components and accessories belong in the return. Return the product in its original condition and packaging where reasonably possible. A missing box does not automatically end the right of withdrawal, but proper protection in transit remains necessary.

Use beyond necessary assessment may cause diminished value. This can arise, for example, from damage after installation or signs of careless use. We assess any diminished value according to the circumstances. A return is not refused merely because packaging was opened. For a defect during normal use, we consider the warranty position rather than only the returns policy.

Returning step by step

First notify us of your withdrawal or return enquiry with the order number. We send practical instructions and the applicable return address. Do not automatically use the office address: a product may need to be received elsewhere. That logistical instruction does not affect the validity of timely withdrawal notification.

Package a mirror or glass panel with extra attention to the edges, corners and surface. Also protect loose accessories and include details that link the shipment to your order. Choose a suitable carrier and keep proof of dispatch. The shipment must be returned within fourteen days after withdrawal notification. Track the shipment so you can show when you handed it over if questions arise.

Return costs

For ordinary withdrawal because of a changed choice, direct return costs are yours if communicated beforehand. The tariff depends on dimensions, weight, packaging and carrier. Ask about return costs for your size and weight beforehand. Ask the carrier in advance about suitable conditions for fragile or larger products.

If the product was supplied incorrectly, arrived damaged or is defective, report this first. For a justified claim, we handle necessary costs according to your statutory rights. A defective delivery is not an ordinary return because of a changed preference. Send relevant photos of the product and packaging to speed up assessment.

Refunds

We refund within fourteen days after your withdrawal notification. We may wait until we have received the product or you have provided proof of return, whichever occurs first. The refund uses the same payment method unless you expressly agree with us on another method at no cost.

For full withdrawal, standard outward delivery costs are also refunded. A surcharge for a more expensive delivery method you selected need not be reimbursed. For a partial return, we assess which amount relates to the returned part. We explain any diminished value; it is not applied without substantiation.

Custom work and business orders

A panel produced specifically to personal requirements may be excluded from withdrawal where the law allows and you were correctly informed beforehand. Examples include a personalised photo panel or a genuinely made-to-order version. A standard model does not automatically become custom work because you order it from us. If unsure, ask for clarification before ordering.

Rights to a properly functioning product also remain for custom work. Business orders follow the quotation’s arrangements; generally there is no automatic consumer withdrawal right. To exchange or change something, contact us as soon as possible. While an order is not yet processed, we can sometimes help. A change is confirmed only when we have recorded the amended arrangement.

Help with your return

Contact HeatXL at info@heatxl.com or 0165 – 714107. Include the order number so we can immediately locate the correct delivery. If you provided the wrong delivery address, report it immediately: we try to correct it where processing still permits. Prompt reporting and clear photographs help handle transport damage. A practical reporting period does not restrict statutory consumer rights.

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