Return & Replacement

Returns, Replacements & Warranty Policy

At Tritherm, we strive to support our trade and retail customers with high-quality heating solutions and tools. We offer a fair and transparent returns policy to ensure peace of mind.

Quick Policy Overview

1. Unwanted Returns (Standard Items)

If you have changed your mind or ordered the wrong item, you may return it subject to the following terms:

• Notification: You must notify us within 14 days of delivery.

• Condition: Items must be returned in brand-new, resellable condition with all original packaging and contents intact.

• Heating Mats & Cables: Must not be unrolled, cut, or altered in any way. If the safety seal or mesh is cut, the return will be rejected.

• Shipping: The customer is responsible for arranging and paying for the return shipping method. We recommend using a tracked service.

2. Large Quantity & Commercial Returns

To keep our prices competitive for trade customers, large bulk orders that are returned due to over-ordering or project cancellation will incur a surcharge.

• Restocking Fee: Non-defective returns of large quantities (exceeding one pallet or specific bulk thresholds) are subject to a 20% restocking fee to cover handling and administration.

• Freight: The customer must arrange safe return transport (e.g., pallet courier) at their own cost.

3. Incorrect, Faulty, or Damaged Items

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

• Reporting Window: You must report the issue within 48 hours of delivery.

• Evidence: Please verify the contents immediately. We may request clear photographs of the damage/fault before processing a remedy.

• Resolution: If confirmed faulty upon arrival, we will arrange a replacement or refund at no additional cost to you.

4. Warranty Claims

Many of our products, including Tritherm heating systems and Bastion tools, come with a manufacturer’s warranty.

• Bastion Tools: Covered by a 24-Month Statutory Warranty against material or production faults.
• Note: Warranty covers the tool body only; accessories (batteries, jaws, chargers) are not covered unless DOA.

• Procedure: If a product develops a fault after 14 days, it will be assessed under the warranty terms.

• Shipping: As per standard trade practice, the user bears the shipping cost to return the device to our Service Centre for assessment. If the unit is found to be faulty under warranty, we will repair or replace it using as-new components.

5. Non-Returnable Items

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

• Bespoke Orders: Items manufactured or cut to your specific requirements.

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

• Incomplete Items: Kits returned without all original components (sensors, manuals, fixings).