Return & Replacement

Effective Date: March 2026

At Tritherm, we provide professional-grade heating solutions. To maintain our competitive trade pricing, we operate a strict returns policy focused on hardware integrity and technical compliance.

Quick Policy Overview

Request Type Notification Window Condition Required Cost to Customer
Damaged / Faulty on Arrival 14 Days Photo proof required Free (Collection arranged)
Incorrect Item Sent 14 Days Unopened / Original Seal Free (Exchange arranged)
Warranty Claim Product Specific Technical assessment Shipping to Service Centre
Unwanted / Over-ordered 14 Days Strictly Unopened Shipping + 20% Restocking Fee

1. Damaged, Faulty, or Incorrect Items

We meticulously check orders, but if an item arrives damaged or incorrect:

  • Reporting Window: You must report the issue within 14 days of delivery.

  • Evidence: High-resolution photographs of the damaged packaging and the product itself are required before a replacement is authorized.

  • Resolution: If confirmed as a shipping error or manufacturing fault, we will arrange a replacement or refund at no cost to you.

2. Trade Returns (Over-ordered/Unwanted)

As a B2B supplier, we do not technically offer “change of mind” returns. However, we may accept returns of standard stock items at our discretion:

  • Restocking Fee: All non-defective returns are subject to a 20% restocking fee to cover testing, repackaging, and administration.

  • Condition: Items must be in brand-new, resellable condition.

  • Heating Mats / Cables: Must not be unrolled, cut, or altered. If the safety seal or mesh is broken, the return will be rejected.

  • Shipping: The customer is responsible for tracked return shipping to our Long Buckby warehouse.

3. Warranty Claims (Bastion & Tritherm)

  • Bastion Tools: Covered by a 24-Month Statutory Warranty against material or production faults. This covers the tool body only; consumables (jaws, batteries, chargers) are excluded unless Dead on Arrival (DOA).

  • Tritherm Systems: Warranty is valid only if the system was installed by a qualified professional and tested according to the manual (logbooks must be provided for claims).

  • Procedure: If a product develops a fault after 14 days, it must be returned to our Service Centre for technical assessment. If a manufacturing defect is found, we will repair or replace the unit.

4. Non-Returnable Items

For safety and commercial reasons, we cannot accept returns on:

  • Bespoke/Cut Orders: Any items cut to length or manufactured to specific project requirements.

  • Used Products: Any heating cable that has been unrolled or tools showing signs of site use/abuse.

  • Incomplete Kits: Returns missing sensors, manuals, or fixings will be rejected or subject to a higher deduction fee.

Contact Our Team

For any inquiries regarding refunds, replacements, or warranties,
our customer service team is available:

  • Monday – Friday: 9 AM – 6 PM

We’re here to assist you and ensure you have a hassle-free shopping
experience!