Refund Policy

Last updated: 2026-10-02

Refund and Cancellation Policy

This policy applies to radiator and heating installation services in Kingston supplied by Lavangi Gnanavarathan trading as Lavs Hot Radiators (trading as Lavs Hot Radiators).

Our business details

  • Address: 31 Castle Avenue, Epsom, Surrey, KT17 2PL
  • Email: admin@lavshotradiators.co.uk

Your statutory cancellation right

If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally give you the right to cancel a contract for services within 14 days of entering into it, without giving a reason.

To cancel, email us at admin@lavshotradiators.co.uk with a clear statement that you wish to cancel. You may also write to us at 31 Castle Avenue, Epsom, Surrey, KT17 2PL. Please include your name, address, details of the installation booked and the date of the booking where possible.

You may use any clear wording. For example: “I hereby cancel my contract for radiator and heating installation services.”

Work starting during the cancellation period

If you ask us to start the installation service before the 14-day cancellation period has ended, you acknowledge that the service will begin during that period.

If you then cancel, we may charge a proportionate amount for the work properly carried out up to the time you tell us that you are cancelling. This amount will reflect the proportion of the service supplied compared with the full contract.

If the service has been fully completed, you may lose your cancellation right where you expressly requested us to begin during the 14-day period and acknowledged that you would lose the right to cancel once the service was fully performed.

Deposits and payments

Any deposit paid will be treated as part payment for the agreed installation service and, where applicable, equipment.

If you cancel within the statutory cancellation period, we will refund the deposit, less:

  • A proportionate charge for work carried out at your request before cancellation; and
  • The reasonable cost of equipment already ordered specifically to your requirements, where that equipment cannot reasonably be cancelled or returned.

We will explain any deduction and will not charge more than is reasonably necessary. Outside the statutory cancellation period, deposits may be retained to cover work carried out, costs properly incurred and other losses permitted by law.

Equipment ordered to your specification

Some equipment may be ordered specifically for your property or to your stated requirements. If you ask us to order such equipment before the cancellation period ends, you may still have a statutory cancellation right, but we may deduct the reasonable cost that we have incurred where the equipment cannot reasonably be cancelled, returned or resold.

We will tell you about any known non-returnable or specially ordered equipment before placing the order where reasonably practicable.

Refund timing

Where a refund is due, we will issue it without undue delay and normally within 14 days of:

  • The day we receive your cancellation notice, where no equipment needs to be returned; or
  • The day any equipment that must be returned is received by us, or you provide evidence that it has been returned; or
  • The day we receive evidence that the relevant service has been cancelled, where no further action is required.

We will normally refund the original payment method unless we agree otherwise with you. We will not charge a refund fee.

Faulty or unsatisfactory workmanship

We will carry out installation services with reasonable care and skill, as required by the Consumer Rights Act 2015.

If you believe that our workmanship is faulty, contact us promptly at admin@lavshotradiators.co.uk and describe the problem. Where appropriate, we will first offer to repair or repeat the affected part of the service within a reasonable time and without significant inconvenience to you.

If repair or repeat performance is impossible, cannot be completed within a reasonable time or would cause significant inconvenience, you may be entitled to a price reduction or refund under the Consumer Rights Act 2015. Any price reduction or refund will reflect the circumstances and the extent of the defective service.

This policy does not limit any rights you have under applicable consumer law.

Businesses

If you are purchasing installation services for a business, the statutory consumer cancellation rights may not apply. The cancellation, payment and refund terms agreed with your business will apply, subject to your legal rights and any terms that cannot lawfully be excluded.

Contacting us

For cancellation requests, refund questions or concerns about our installation work, contact:

  • Email: admin@lavshotradiators.co.uk
  • Address: 31 Castle Avenue, Epsom, Surrey, KT17 2PL

Please provide enough information for us to identify your booking or installation.

Personal data and cookies

We use the personal information you provide to manage bookings, cancellations, refunds, installation work and related communications. We handle personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

Our website is hosted by OVHcloud and our email provider is Migadu. We do not use personal data for electronic marketing contrary to the Privacy and Electronic Communications Regulations (PECR).

Our website may use cookies. Where consent is required by PECR, we will ask for it before placing non-essential cookies. You can manage cookies through your browser settings or any cookie controls provided on the website.

The Information Commissioner’s Office (ICO) is the supervisory authority for data protection matters in the United Kingdom.

Governing law

This policy and any dispute or claim arising from it are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory legal rights you may have as a consumer.