Thermal Care Renewables returns and cancellation
Effective 8 September 2026. These policies apply to consumer orders placed through Thermal Care Renewables.
Thermal Care Renewables is a trading name of Thermal Care Scotland Ltd, registered in Scotland, company number SC477002. Registered office and correspondence address: Unit 12, Waverley Industrial Estate, Waverley Street, Bathgate, Scotland, EH48 4JA.
Email scotland@thermalcare.co.uk or call 01506 894600.
Changing your mind
You may cancel a consumer online order without giving a reason from the time of ordering until 14 days after you, or your nominated recipient other than the carrier, receive the goods. If one order is delivered in separate parts, the period runs from receipt of the last part. You can also cancel a paid back order before dispatch for a full refund.
Tell us by email, telephone or post using the details above. Give your name and enough information to identify the order. The optional cancellation form below is available for convenience; using it is not compulsory. Sending your cancellation before the deadline is enough.
Returning large panels
These goods cannot normally be returned by ordinary post. For orders under this launch offer, Thermal Care Renewables will arrange and pay for standard collection when you exercise your cancellation right. Contact us to arrange a safe collection. Make the goods available without undue delay and within 14 days of telling us you are cancelling. If our collection takes longer, this does not remove your rights. Do not send panels back to the supplier or disconnect electrical equipment yourself.
You may inspect the kit as you would in a shop. We may deduct only a demonstrable reduction in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning, where the law permits. There is no restocking fee and original packaging is not a condition of your statutory rights. Please retain protective packaging where practical to help prevent damage in transit.
Refunds
We refund through the original payment method unless you expressly agree otherwise, without a refund fee. A cancellation refund includes the price paid and any standard outward delivery charge. Any additional amount for a premium delivery service you chose need not be refunded. Where we arrange collection, or goods have not been dispatched, we refund within 14 days of receiving your cancellation notice. If you choose to return goods yourself instead, we may wait until we receive them or evidence of return, whichever is earlier, before refunding within the applicable 14 day period.
Fitted orders and work starting early
If your home is unsuitable for the advertised fitted package, you may cancel for a full refund before work starts. We do not begin installation during the cancellation period unless you separately and expressly request this in writing after receiving the cancellation information. Ticking the sales terms or back order box does not request early work.
Where you expressly request early work and then cancel, you may have to pay a reasonable proportion of the agreed installation price for the service actually provided, but only where the law allows and the required information and consent have been supplied. You lose a statutory right to cancel a fully performed service only where the required express request and acknowledgement were given. This does not automatically extinguish your rights in the goods. We will explain any proposed deduction with an itemised calculation.
Faulty goods or installation
Your Consumer Rights Act 2015 rights are separate from change of mind cancellation. Goods must be of satisfactory quality, fit for an agreed purpose and as described. Services must be performed with reasonable care and skill. Qualifying faults can give you a short term right to reject goods, normally within 30 days; repair or replacement, and then a price reduction or final rejection where the legal conditions apply. Time limits can be affected by installation or repair. We pay reasonable return or collection costs for faulty or incorrectly supplied goods and arrange safe handling. Contact us directly; a manufacturer warranty does not replace our responsibility as seller.
Optional cancellation form
To Thermal Care Renewables, trading name of Thermal Care Scotland Ltd, at the email or postal address above:
I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods / supply of the following service:
Goods or service and order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if notified on paper:
Date:
Delete as appropriate. Read our sales terms for the product and fitting scope.