Customer Service

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Here at The Heatpack Company UK Ltd we offer a standard returns policy as long as the products have not been used. If a product is unsatisfactory please return it together with proof of purchase within 14 days and we will refund the cost subject to the below points.

To qualify for a refund or exchange the product must be:

  • In otherwise ”as new” condition
  • If possible, with the original box and packaging

We recommend you obtain proof of posting and insurance.

All refunds or replacements of faulty items are subject to inspection and testing of the returned item.

For reasons of hygiene, we may not accept the return of the Heatpacks where they have been unsealed.

Cancelling an Order

To cancel an order you should let us know in writing, or by email (click here to send us an email) within 14 days of receipt.

Terms & Conditions

By purchasing a product from The Heatpack Company Ltd, you are accepting our general and specific terms and conditions. Please take a few moments to read them.

Making a Purchase

Making a purchase could not be easier: Just browse our products,

(choose your required colour and quantity) click on any items that you wish to buy which will then go automatically into your on-screen shopping cart. When ready click on (Shopping Cart) Check Out and you will be transferred to a secure online order form. If there are any problems with your details you will receive a notification via email. We accept credit card payments from all major credit & debit cards.

Shipping and Handling

With each order, the delivery charges, if applicable, are clearly marked   A delivery charge will be calculated for any variances or overseas delivery. The cost is depending on the weight of the products. Overseas orders will have a higher delivery charge, which we will specify upon receipt of your order.

Delivery Schedule

We aim to dispatch orders within 48hrs, however please allow up to 5 working days, providing the product you’ve requested is in stock. In the event of the product being out of stock our aim is to have your order to you in 28 days. You will always be notified when an order is not in stock and given the chance to confirm a pre-order from our next delivery.

Tax Charges

All product prices include VAT of 20% for orders made from the UK or the European Union. Orders made from any other country outside the EU we can normally zero rate but please email us for more information at

Contacting Us

If you have a problem with the site, have a question or would just like more information on The Heatpack Company Ltd, please email us at  Alternatively, please call our helpline during office hours on 44 (0) 845 060 3060.

Cancellation of Orders

Due to The Heatpack Company Ltd’s policy of 48hr dispatch, cancellation is not always possible. If you do wish to cancel, please refer to the terms heading ‘Returns’.