Handling, Delivery & Returns
We want your experience with ukheatproducts.store to be smooth from the moment you place your order to the moment it arrives at your door.
Order Handling
Orders are processed and dispatched within 3–4 business days of payment confirmation. Orders placed on weekends or public holidays will be processed on the next available business day.
You will receive an email confirmation once your order has been placed, and a dispatch notification with tracking details once it has been shipped.
Delivery
UK Delivery
We offer standard and express delivery options across the United Kingdom. Delivery times and costs are calculated at checkout based on your location and chosen shipping method.
EU Delivery
We ship to a wide range of EU countries. International delivery times vary by destination and are displayed at checkout. Please allow additional time during peak periods.
Tracking
All orders are sent with tracking. Once dispatched, you'll receive a tracking number via email so you can monitor your delivery in real time.
Delivery Delays
While we aim to meet all estimated delivery windows, delays can occasionally occur due to carrier issues or customs processing. If your order is significantly delayed, please contact us and we'll investigate on your behalf.
Returns & Refunds
Eligibility
We accept returns on unopened and unused products within 14 days of the delivery date. Products must be returned in their original packaging and condition.
For hygiene and regulatory reasons, we are unable to accept returns on opened or used heated tobacco products or tobacco sticks.
How to Return
To initiate a return, please contact us via our Contact page within 14 days of receiving your order. Include your order number and reason for return. We will provide return instructions and a return address.
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly sent.
Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–10 business days.
Damaged or Faulty Items
If your order arrives damaged or with a fault, please contact us within 48 hours of delivery with your order number and clear photos of the issue. We will arrange a replacement or full refund at no additional cost to you.
Contact Us
For any queries relating to your order, delivery, or a return, please reach out via our Contact page. We aim to respond within 1 business day.