RETURNS & REFUNDS POLICY
At Tube Heaters, we want you to be satisfied with your purchase. This page explains how to cancel an order, return an unwanted product or request help with a faulty or damaged item. Tube Heaters is a brand of The Morris Group, a trading name of The Morris Direct Group Ltd (Company No. 09914880).
1. Changed your mind? Your 14-day statutory cancellation right
If you are a consumer who purchased online, you generally have the right to cancel your order without giving a reason within 14 days after the day you receive the goods. For orders delivered in separate consignments, the period normally ends 14 days after you receive the last item. Certain legal exceptions may apply, including some genuinely personalised or bespoke goods.
To exercise this right, tell us clearly that you wish to cancel before the cancellation period ends. Email sales@ledfirstchoice.co.uk, telephone 01562 261026, or write to the address below. You may use the model cancellation form on this page, but you do not have to use it.
After telling us you are cancelling, please send the goods back within 14 days. Unless we have agreed otherwise or the law requires us to pay, you are responsible for the direct return postage cost. We recommend a tracked, insured delivery service and keeping proof of postage.
For a valid statutory cancellation, we will refund the product price and the original basic delivery charge (up to the cost of the least expensive standard delivery option we offered). We will use your original payment method unless you expressly agree otherwise. We will issue the refund without undue delay and no later than 14 days after receiving the returned goods, or earlier if you provide evidence that you have sent them back. If the goods have not been delivered, the refund will be made within 14 days of your cancellation notice.
You may inspect the goods as you would in a shop. If handling goes beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction for any resulting loss in value. We do not apply a fixed 10% handling fee to statutory cancellations. Opening packaging does not, by itself, remove your statutory cancellation right.
2. Our additional 30-day change-of-mind returns policy
In addition to your statutory rights, we offer a 30-day voluntary change-of-mind returns period from receipt of the goods. For requests outside your statutory cancellation rights, items must be unused, undamaged and in their original, unopened and undamaged packaging, with all accessories and manuals included. Contact us before sending the goods back so we can provide return instructions.
For returns accepted under this additional voluntary policy, the customer pays the return postage and a 10% handling fee will be deducted from the refund to cover inspection and restocking. Original delivery charges are not refunded under this additional voluntary policy unless we agree otherwise. We may decline a discretionary return that does not meet the stated conditions. These conditions and the handling fee do not restrict statutory cancellation rights or remedies for faulty, damaged or misdescribed goods.
If the item was part of a multi-buy or bundled promotion, contact us before returning only part of the offer: the promotional discount may need to be recalculated. Goods genuinely made to your personal specifications may be excluded from change-of-mind returns, where permitted by law.
3. Faulty, damaged or incorrectly described goods
If your order arrives damaged, is faulty or is not as described, please contact us as soon as reasonably possible at sales@ledfirstchoice.co.uk or 01562 261026. Include your order number, a description of the issue and photographs where helpful. We may ask for further information or arrange an inspection.
Your rights under the Consumer Rights Act 2015 are separate from our change-of-mind policy. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund. Where goods are confirmed to be faulty or misdescribed and a return is required, we will cover reasonable return costs as required by law. The 10% handling fee does not apply to statutory remedies for faulty or misdescribed goods.
Manufacturer warranties or guarantees, where supplied, are additional to your statutory rights. The applicable duration and conditions depend on the product.
4. Cancelling an order before dispatch
If you need to cancel before dispatch, please contact us immediately. We normally have a short processing window of approximately 20 minutes during which we may be able to stop an order, but cancellation before dispatch cannot be guaranteed once processing has started. This does not affect any statutory cancellation rights that apply to your order.
5. How to send a return
Please notify us of your return or cancellation and include your order number. Package the item securely with the accessories and a copy of your order details. For change-of-mind returns, we recommend using a tracked and insured delivery service. Do not send goods back without adequate packaging.
Returns address:
Tube Heaters Returns — The Morris Direct Group Ltd
Unit 4a, Thornleigh Trading Estate
Dudley, West Midlands
DY2 8UB
United Kingdom
Email: sales@ledfirstchoice.co.uk
Telephone: 01562 261026
6. Refund processing
Once a voluntary return is received and approved, we normally aim to process the refund within 7 days. Your payment provider or bank may require an additional 3–5 working days to make the funds visible. For statutory cancellations and statutory remedies, the applicable legal refund deadlines take precedence over these operational estimates.
MODEL CANCELLATION FORM
Complete and return this form only if you wish to cancel an eligible contract. You may copy the completed information into an email; you are not required to use this form to exercise your cancellation right.
To: The Morris Direct Group Ltd (Tube Heaters)
Unit 4a, Thornleigh Trading Estate, Dudley, West Midlands, DY2 8UB, United Kingdom
Email: sales@ledfirstchoice.co.uk
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:
Goods: __________________________________________________________
Order number (optional): ___________________________________________
Ordered on (*) / received on (*): _____________________________________
Name of consumer(s): ______________________________________________
Address of consumer(s): ____________________________________________
_________________________________________________________________
Signature of consumer(s) (only if this form is submitted on paper): __________
Date: ____________________________________________________________
(*) Delete as appropriate.
Important: A request for a statutory cancellation can also be made by any other clear statement, including an email. The model form is provided for convenience and does not limit your rights.