Guarantee

We want your dealings with The Real Heat Pack Company Ltd (and all subsidiaries) to be a stress free and friendly experience, and to that end we have laid out the following delivery, dispatch, cancellation and refund, and privacy and security policies.

If at any time you are not happy with the service you have received please contact us and we will do our best to rectify the situation to your satisfaction.

Delivery & Dispatch

• Our standard UK delivery costs £3 (First Class via Royal Mail) per order (not per item).  If you require special delivery please email for a PayPal invoice including the Special Delivery charge.
• N.B.  The above postage applies only to UK retail deliveries; International customers will need to pay full postage costs. Please email for a quote. 
• For products paid for by cheque we will dispatch goods 4 working days after the cheque is received; this allows time for clearance of the cheque.
• For products ordered via the internet and paid for via PayPal we will endeavour to dispatch goods the same day or the next working day.

Rights of Cancellation & Refund

• Under Distance Selling Regulations you, the customer, have 7 days in which to change your mind about any product purchased.
• As long as the goods returned are unopened and unused, we will refund your money excluding postage costs (yours and ours).  The goods must be in original condition and a copy of the receipt enclosed with the returned goods. The refund will be made within 14 days of us receiving said goods.  Refunds will be made via £sterling cheque only. 
• If the goods you receive are incorrect and the fault is ours we will pay for the return of the incorrect goods and issue you with a replacement or refund. 
• Opened items can only be accepted in the unlikely event that the product is of an unacceptable quality. 
• In the very unlikely event that you need to return an item please call or e-mail us for details of the return address and state the reason for the return. 
• The above policy does not affect your statutory consumer rights and is offered for your additional peace of mind and protection.