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Returns & Refunds

At Hanstrom, we aim to provide excellence and pleasure right to your front door. Although we consistently strive to exceed your expectations, we realise that sometimes things may not proceed as planned. If you’re not entirely content with your purchase, we’ve formulated a hassle-free returns policy for your convenience.

Return Steps

  1. To begin a return, kindly contact our team at help@hanstrom.com. Note that returns need to be approved by Hanstrom before you proceed.
  2. Upon approval, we will offer you a returns label. Given the premium nature of our products, we manage secure and insured returns through our partner, DPD. Please refrain from independently returning the item to mitigate potential issues.
  3. Repackage the item in its initial packaging. Be sure to incorporate your order number and the reason for return on a separate note – avoid marking the original packaging.
  4. Attach the provided returns label and dispatch the item back to our depot. Our team of technicians will conduct a comprehensive inspection using cutting-edge technology to confirm the product is in prime working condition.
  5. After receiving and reviewing, our team will progress with processing the return. Please understand that refunds could take up to 10 working days from when we receive the returned item.

Returning Unwanted Items

Changed your mind about your purchase? That’s alright. Notify us within 14 days of receiving the item and ensure its return within 30 days from the purchase date. Request a returns label from help@hanstrom.com, and we will guide you through the process. An administrative fee of £30 will be applied to cover returns, insurance, necessary checks, and restocking. The item should be in its original, unmarked, and sellable condition.


Have you spotted a different product variant that aligns better with your requirements? No problem, we’re pleased to manage exchanges. Connect with our team to establish which parts you need to return. We levy a modest administrative fee of £30 to cover return costs, delivery of the replacement product, and restocking. Please note, the item must be in sellable condition for the exchange to be approved.

Returning Faulty or Damaged Items

If any faults or damages are noticed upon receiving your product, kindly reach out to us within 14 days at help@hanstrom.com. It’s crucial to undertake necessary checks within this period. Our team will direct you through the resolution process, which may require providing evidence of the damage. We will then review the situation and aim to deliver a solution promptly.

Warranty & Guarantees

All our products are accompanied by a minimum 12-month manufacturer’s guarantee, starting from the purchase date. Our standard warranty covers one year on the boiler and two years on the tap unless specified otherwise. If a defect arises within this period, please contact us first. We will instruct you on the forthcoming steps. Keep in mind, all products reported as faulty will be assessed by manufacturers. If the defects are determined to be due to damage or misuse, the warranty will be invalidated, and the product will be returned to you.


If you wish to cancel your order, it is crucial to act swiftly due to our prompt packing and dispatch procedures. Please call our customer service line immediately upon deciding to cancel. Given the efficiency of our UK warehouses, which often operate overnight, we cannot guarantee the cancellation if the process of packing and dispatching has commenced.

We would like to inform you that we typically process orders for shipping as soon as they are received to maintain our delivery commitment of 1-3 working days. As such, we may not be able to prevent an order from being dispatched after it’s placed.

While we strive to manage emails promptly, due to the volume of communications we receive, it might take up to three working days for us to respond or even see your email as it will be in the queue. Therefore, the most reliable way to cancel an order in time is by calling us.

Please be aware that a £30 cancellation fee will be charged if the order has been dispatched before the cancellation is made. This fee merely covers the costs of packaging, shipping fees, high-value insurance, and charges from our delivery company. Rest assured, there will be no charges if the order is cancelled before dispatch.

Our team is committed to processing refunds as swiftly as possible after a successful cancellation. However, if you find it challenging to reach us by phone, kindly follow up with an email to help@hanstrom.com to ensure your cancellation request is duly noted and actioned.

Remember, our team is here to make your shopping experience seamless and hassle-free. If you need additional support or have more questions, do not hesitate to contact us at help@hanstrom.com.


Always secure authorisation from Hanstrom for any returns or exchanges. We are here to make your shopping experience as smooth as possible. If you have any additional questions, our team is ready and willing to support you at help@hanstrom.com.


Please be aware, if your tap develops a fault that results in extra expenses with your plumber, we cannot be held accountable and do not accept responsibility. We do not provide refunds for issues related to plumbing, as plumbing is the responsibility of the customer. We recommend consulting a professional if you are uncertain.

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