At BoilerMaster Pro Shop, we stand behind the quality of our boilers and accessories. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchange process. Please review this policy carefully before initiating a return.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be in its original condition – unused, uninstalled, and with all original packaging and tags
  • You must initiate the return within 15 days of receiving your order
  • You must provide proof of purchase (order number or receipt)
Important Note: For safety and hygiene reasons, we cannot accept returns on:
  • Electric boilers that have been installed or had their packaging removed
  • Gas boilers where the gas connection has been attempted
  • Any boiler flues or accessories that show signs of installation attempts
  • Custom-ordered or special-order items

Return Process

Follow these steps to return an item:

  1. Contact Us: Email our customer service team at [email protected] with your return request within 15 days of receiving your order. Use the subject line “Return Request – [Your Order Number]”.
  2. Provide Details: Include the following information in your email:
    • Your order number
    • The item(s) you wish to return
    • The reason for return
    • Whether you prefer a refund or exchange
  3. Receive Authorization: We will review your request and email you a Return Merchandise Authorization (RMA) number within 2 business days if approved.
  4. Package Your Item: Securely pack the item in its original packaging with all included accessories and documentation. Include a copy of your order confirmation or packing slip.
  5. Ship Your Return: Clearly write the RMA number on the outside of the package and ship to:
    BoilerMaster Pro Shop Returns
    12 Lord St
    Liverpool, GB L7X 1RL

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service and purchasing shipping insurance as we cannot guarantee receipt of returned items.

Refund Process

Once your return is received and inspected (typically within 5 business days of arrival at our warehouse):

  • We will notify you of the approval or rejection of your refund
  • Approved refunds will be processed to your original payment method within 10 business days
  • Shipping costs are non-refundable (except in cases of our error)

Refund Methods:

  • Credit/Debit Card (Visa, MasterCard, JCB): 3-10 business days to appear on your statement
  • PayPal: Typically processed within 24 hours of approval

Exchanges

To exchange an item for a different model or size:

  1. Follow the return process above to return the original item
  2. Place a new order for the desired item on our website
  3. Once we receive and process your return, we will refund the original purchase (minus shipping costs)

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 3 days of delivery at [email protected]
  • Include photos of the damage or defect
  • We will arrange for a replacement or refund at no additional cost to you

Return Request Template

Use this template when requesting a return:

Subject: Return Request – [Your Order Number] Dear BoilerMaster Pro Shop Team, I would like to request a return for my recent order. Below are the details: Order Number: [Insert your order number] Order Date: [Insert order date] Item(s) to Return: [List item name(s) and quantity] Reason for Return: [Please specify – wrong size, changed mind, defective, etc.] Preferred Resolution: [Refund or Exchange] Please let me know the next steps to complete this return. Best regards, [Your Full Name] [Your Contact Number]

Questions?

If you have any questions about our Returns & Exchanges policy, please contact our customer service team at [email protected] or call us at [insert phone number if available].