This policy tells you how to return a Box to us and is in addition to your legal rights. 

  1. Your rights
    • When you buy Boxes from us, you may have a number of rights in law as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.
  2. How to return a Box
    • To return a Box to us you can either email us at for a return label or to arrange collection.
    • Where you are posting Boxes back to us, we recommend you use a postal service that tracks you package and requires a signature on delivery. Boxes should be returned to us at:
Box of Heat LTD

Emmett Carr Farm
Spring Lane
S21 3WE
United Kingdom 


  • Where we are collecting the Box from you, our courier will contact you to arrange for collection of the Box.
  1. When can a Box be returned?
    • Clauses 8, 9 and 13 of our terms and conditions for the supply of Boxes set out full details of when you may wish to return a Box. We have set out a below a summary of those circumstances:
      • where you have changed you mind within the cancelation period and wish to cancel the contract;
      • if we have told you about a material error in a price or description of a Box you have ordered and you do not wish to proceed with your order;
      • if we have done something wrong and you have the legal right to end the contract;
      • if the supply of your Box may be significantly delayed due to events outside of our control or we refuse to deliver or fail to deliver a Box by a delivery deadline as set out in Clause 8.11 of our terms and conditions for the supply of Boxes;
      • if we have to suspend the supply of Boxes;
      • if there is a problem with items in your Box;
      • if you change your mind before we have delivered your Box to you.
  1. When must a Box be returned?
  2. What must be returned in a Box
    • Any Box you wish to return must contain its original items. Please ensure all items are put back in their zip lock packaging and have their tags on (unless you are returning faulty items to us).
    • If you have ordered multiple Boxes from us you cannot mix items from different Boxes in order to return a Box as items have been specifically picked for a particular Box so that the recommended retail price for all items contained in the Box meet our minimum requirements.
  3. Cost of returns
    • We will pay the costs of returning a Box to us:
      • if any items in your Box are faulty or misdescribed; or
      • if you are ending the contract because we have told you of an upcoming change to the items in your Box or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.


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