Legal
Refund policy
Thirty days, and a replacement sent first when the mistake is ours.
- Thirty days, unused
- Send it back within thirty days of delivery in its original carton and we refund the full amount. Used heaters cannot be resold as new, so a unit that has been running for a season is outside this window — but write to us anyway if something is wrong with it.
- How to start one
- Email hello@nuwarm.com with your order reference and a sentence on why. We reply with the return address and, if the return is our mistake, a prepaid label. Do not ship anything back before you hear from us — unlabelled parcels get lost.
- Damaged or wrong item
- Photograph the carton before you open it, then photograph the unit. We ship the replacement first and argue with the carrier later; you are not asked to wait for an investigation to complete.
- When the money lands
- Refunds go back to the PayPal account that paid, within two business days of the return being scanned or the damage claim being accepted. PayPal typically shows it on your side the same day. We do not issue store credit unless you ask for it.
- Shipping costs
- Return shipping is on us when the return is our fault — wrong item, damaged in transit, or a fault. For a change of mind, the return postage is yours and the original shipping is not refunded. Orders that shipped free are refunded in full for the goods.
- Cancelling before it ships
- If you change your mind before the label is printed, write to us straight away and we cancel and refund before it ever leaves — no return shipment needed.