Refunds & Returns

Refunds & Returns

Download and Print Our Returns Form

Changed your mind? No problem. Our goodwill returns policy means you can return an item within 28 days from the date of purchase. All we ask is that you put a copy of the returns form above in the box and a brief message to let us know why.

Items must be returned in a re-saleable condition and must not have been fitted. Please note that you must return each item in the same condition in which you received it. This means that new items must be returned new, unused and complete. Please don’t wrap your original packaging with tape or write on the package.

All refunds made to you will be excluding any postage costs we have incurred delivering the item.

Under the distance selling act you are responsible for the cost of returning the goods, SNH do not offer free returns. We will refund you within 14 days of the return.

We can offer a credit note for the goods if you prefer.

All credit notes have an expiry date 12 months from issue.

We can accept returns of heavy/large items such as cylinders/boilers/air conditioning units/large vanity units/storage heaters & stoves etc in a re-saleable condition providing they have not been fitted. It must be returned at your cost via a pallet service with insurance. Any returns of heavy/large items not sent back on a pallet will not be accepted.

Should you return goods without notifying S.N.H we cannot accept any responsibility for loss or damage of such goods, which could incur additional costs to the purchaser.

Sending items back by post! Please use a postal service that requires a signature.

Non Returnable items

SNH  do not accept returns of flexible flue liners (both solid fuel & gas) and any bespoke items as these have been made and cut to specific customer requirements.


If we are collecting your item via courier due to our error or courier damage, they will have a purpose made returns sticker for your item.

Please note we can not arrange collection of items sent by pallet service or Flavel fires.

Returns /Faulty Goods Policy

All products supplied by S.N.H automatically come with a minimum 12 month retailer’s guarantee. Any guarantee periods longer than this quoted on the web site for particular products are provided by the manufacturer and are not in any way endorsed or backed by us S.N.H.

Where an item is installed and is not working as it should, we will refer you to the product’s manufacturer in the first instance before offering a refund as per the 1979 Sale of Goods act.

We will provide you with the telephone number of the manufacturer’s after sales team and to speed up the process you can make the necessary arrangements directly with them. If you are not satisfied with the service they provide then please do not hesitate to contact us and we will endeavour to resolve any problems for you.

The manufacturers provide an after sales team of engineers who will come out and fix any problems that you may have with their products or advise over the telephone. If the manufacturer does not have this facility, in some instances they will send out the replacement parts required to rectify the fault.

Please do not un-install the product before contacting us or the manufacturer as you will need an authorised returns number from the manufacturer if they have not been unable to rectify the fault. If you return the item without authorisation you may not be refunded.

All returns are tested and if the item proves not to be faulty when tested then only the product value will be refunded. You will be charged the actual cost of the delivery and the collection.

If the product has been installed and used for a period and no fault is found, you will not be refunded, and the product will be returned to you.