Free tracked UK delivery in 7 to 12 working days. Orders over £135 may have import VAT and a fee to pay on delivery.

Returns and refunds

Last updated: 14 November 2026

Changed your mind

You can cancel your order within 14 days of delivery without giving a reason. In short:

  1. Email us first at info@heatedwear.co.uk within 14 days after the delivery, with your order number. You can also use the online form on our cancellation rights page. We reply with confirmation of the return address and your order number, so your parcel can be matched to your order.
  2. Send the goods back to the return address below within 14 days after you told us.
  3. Get your refund within 14 days after we receive the goods back, or after you show us proof of postage if that is earlier. We refund the price you paid, which includes delivery.

Return address:
StranovaMedia Ltd
20 Wenlock Road
London N1 7GU
United Kingdom

Return postage: you pay the cost of sending the goods back. Our products are small and light, so they can go as a standard UK parcel. Please use a tracked service and keep proof of postage.

Please pack the goods well, in the original packaging if you still have it. You may handle the goods as you would in a shop to check them, for example trying a jacket on over your clothes. If they lose value because they were handled more than that, for example a garment that has been worn outdoors or washed, we may deduct the loss in value from the refund.

The full legal text, the exceptions and the model cancellation form are on our cancellation rights page.

Faulty, damaged or wrong items

If an item arrives damaged, does not work or is not what you ordered, we put it right at no cost to you:

  1. Email info@heatedwear.co.uk with your order number, a short description and photos of the problem.
  2. We arrange a replacement or a refund, whichever you prefer. If we need the item back, we tell you how and we pay the return cost.

Your rights under the Consumer Rights Act 2015 are separate from your right to cancel:

  • Within 30 days of delivery you can reject a faulty item and get a full refund.
  • Within 6 months you can ask for a repair or a replacement. If that is not possible, or the item is still faulty after one repair or replacement, you can ask for a full refund or a price reduction instead.
  • After 6 months you can still claim if the item was faulty at delivery or does not last a reasonable time. You can bring a claim up to 6 years after delivery (5 years in Scotland).

Refunds

We refund to the card, wallet or PayPal account you paid with. We do not charge a fee for refunds. Your bank may take a few working days to show the money on your account.

Recycling old electrical items and batteries

Heated clothing, heated gloves, heated socks and power banks are electrical items, and the gloves, socks and power banks contain lithium batteries.

When you buy a new electrical item from us, you can recycle the old item it replaces free of charge. We are a member of the Distributor Take Back Scheme (DTS), run by Valpak, which funds free take-back of household electrical items at local council household waste recycling centres. Find your nearest centre at recycleyourelectricals.org.uk.

Used batteries can also go to the battery collection points that many shops have.

The crossed-out wheelie bin symbol on a product or battery means it must not go in your household bin. Electrical items and batteries can contain substances that harm people and the environment if they are not treated properly, and they contain materials that can be recovered and used again. Never put lithium batteries or power banks in the household bin or the recycling box, because damaged lithium batteries can start fires.