We want you to have a clear way to decide whether HeatGrip is right for you. Our 90-day money-back guarantee lets you ask to return your gloves within 90 days of receiving them. If you choose to return them under the guarantee, we will email you a free return label. The guarantee sits alongside, and does not replace or reduce, your statutory rights.
How the return process works
Contact us before sending an item back so we can help with the correct return steps. Please include enough information for us to find your purchase. The usual sequence is set out below; timings can vary depending on when the parcel is posted and received.
| Step | Timeline |
|---|---|
| Contact us | Day 0: send a return request with your order number. |
| Return label | We email a free return label after your request. |
| Send the item back | Pack the gloves securely and use the label instructions to send them to us. |
| Refund | Usually within 14 days of receipt of the returned item. |
- Open the contact page and message us about your return.
- Include your order number and the name or email address used at checkout.
- Wait for us to email your free return label and the instructions for using it.
- Pack the item safely, attach or use the label as instructed, and send it back.
- We will process the refund to the original payment method after the return is received. It usually takes place within 14 days of receipt.
Refunds and timing
Refunds are sent to the original payment method used for the order. We cannot promise the time taken by your bank or payment provider to show the money in your account once a refund has been processed. If the refund has not appeared after allowing for their processing time, contact us and we can check its status.
The 90-day money-back guarantee applies to requests made within 90 days of delivery. Please contact us promptly so there is time to arrange the return within that period. Keep any proof of postage until the return is completed. The free label is provided by us; there is no need to arrange or pay for a separate return label before contacting us.
Your statutory rights
This guarantee is additional to your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For eligible online purchases, the regulations provide a 14-day cancellation period. Your statutory rights are not limited by the 90-day guarantee. If you are contacting us about a fault or a legal right rather than using the guarantee, please say so in your message so we can understand what help you need.
Need help with a return?
Visit our contact page to start. Include the order number and explain whether you are asking to use the guarantee or reporting a problem with the product. For general order or delivery questions, see our delivery information and frequently asked questions.
