A person in a dark gray shirt wipes a white rectangular infrared panel on a light wood workbench with a cloth, in a bright, modern room.

KIASA customer support

Help & information

Returns & refunds

How do I arrange a return or an exchange?
You are more than welcome to return a full-price item if you change your mind. You can return your product to us within 30 days of the original purchase date, unused, in its original retail packaging, the product must be in a resellable condition.

If you wish to return an item you must contact us to receive an authorisation number by email: customer.support@kiasa.co.uk. In this email, you need to clarify your name, order number and what are the issues you are having.

We try to respond to every email in a timely manner. We will get back in touch via email which will include the returns delivery address and any other instructions that you may need to action on your end.

Will I have to pay to return an item?
Yes, you will be responsible for paying for the return of your item(s) unless the goods are faulty, in which case, we will send you a prepaid label. When you have sent it back, please do let us know, so that we can keep an eye out for it to ensure that it is returned safely.
If the item doesn't arrive at our location or gets lost during transit, please note, that we will not be able to issue you the refund until it arrives at our warehouse and is checked by our team. Please retain your proof of delivery. We cannot take any responsibility for any item that has been damaged during transit.

Can I exchange my item?
Of course, you can. We like to make sure that the product you have chosen is the right one for you. If you feel like the heater isn't the best to suit your needs, our team will be able to help you choose the perfect heater for you.

Can I exchange or return my clearance or graded item?
If you have purchased an item from our clearance item, we will not be able to provide you with a refund - and the item will only be eligible for an exchange only.

Are there other ways to get in touch with you?
Other than email, we have plenty of ways that you can get in touch with us. Click here for our Contact Us page, you could start a chat with us or just simply get in touch by phone by calling 0116 488 5150.

How long will it take to receive a refund?
We aim to initiate a full refund within 48 - 72 hours of receiving the returned item, however, it can take up to 3 - 5 working days for the bank to process the money into your account.

Please note that we only process the refund in the same way that the purchase was made. Any returned item must be in line with our returns policy. These products will need to be unopened, unused and in their original packaging, with proof of purchase unless the item is faulty. If this is the case, please get in touch with us as soon as you can.

We do advise that when you return your item, make sure you put a reference number on it. This could be an order number, or make sure that a return address is clearly visible to speed up the process.

Did you pay by PayPal?
If you paid using PayPal, refunds typically take up to 2 - 5 working days. In rare cases, refunds can also take up to 30 days depending on the bank/card company that is associated with your account. If you have paid with your PayPal balance, the money will refunded to your PayPal balance account.

Please refer to the Paypal website for any more information

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Warranty

5 years - UK domestic indoor heaters
2 years - UK commercial indoor heaters
2 years - UK outdoor heaters

Comfort today. Confidence for years to come.

Clear warranty cover, practical support and a UK team here to help.

KIASA product warranty cover:

5 years - UK domestic Indoor Infrared Heaters
2 years - UK commercial Indoor Infrared Heaters
2 years - UK Outdoor Infrared Heaters
1 Year - International projects
1 Year - Sales and Offer products

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Delivery & shipping

What are my delivery options?
When you make a purchase from us, we want to make sure that you receive your item in a safe and timely manner. While some of you might be happy to wait, we understand that sometimes you might want to receive it quicker for that well-deserved get-together that you are having with your family and friends.

We have introduced a couple of new options along with the standard delivery, which are listed below.

Free Standard Delivery Service*
We dispatch everything from within the UK. Our delivery partners FedEx, DPD, DHL, TNT, Parcel Force and Post Office are among our preferred partners depending on order size and locations. These services usually deliver during any of the working days (Monday - Friday) between 9 am to 6 pm.

We will keep you updated at every stage, once the order is dispatched from the warehouse, we instantly email you with the tracking number and details of our delivery partner.

Please note: While we want to make sure that your item gets to you as soon as possible, this can take up to 3 working days.

Next Day Delivery - Guaranteed*
Want it the next day? That's fine too! Order before 1 p.m. and we will aim for same-day dispatch to get it to you the next working day. We will email and update you with the tracking number so you know exactly where your parcel is at every moment during its transit.

If you want it for Saturday, please get in touch before 1 p.m. so that the necessary steps can be taken. There will be an additional charge for this

Please note: Depending on the size of the unit, additional costs may apply for next-day delivery.

*These options are only available for the UK Mainland. For any zones that are outside the UK, please get in touch by email, phone (0116 488 5150) or just chat with us.

Delivery Information
Will my items be delivered together?

The short answer is yes! But this can depend on the varying stock levels we have in our warehouse. If they do need to be sent separately, we will notify you by email or phone call. This can also depend on the size of the item. We will choose the fastest option for you and send it via that courier. If this is the case, you will be notified and please rest assured your other delivery will follow shortly.

Do you deliver Overseas?
Yes, we can deliver overseas. However, depending on where in the world you are, the delivery charges may vary. To get instant advice, please get in touch by either calling us on 0116 488 5150 or you could simply just start a chat with us to get advice on this.

When will I receive my item?
Depending on the service you have chosen, it can take up to 3 days for free standard delivery or if you have chosen next-day delivery, if you have chosen this as an option.

What if I'm not in when my order arrives?
Depending on the company, the courier will attempt delivery again the following day. If no one’s in on the second attempt, your parcel will be sent to a local pick-up point for collection within 7 days. If it isn't collected within the 7-day time frame, the unit will be sent back to 'sender'.

In some cases, they will also leave a calling card, indicating what steps you need to take next in order to get your item delivered as soon as possible.

You’ll receive an email or text from our delivery partner to let you know where you can collect your parcel and what ID you need to take.

Special offers and new launches
The estimated delivery window for any special offers or new product launch pre-orders can be longer. This is because new product launches can be really popular and the warehouse team can struggle with demand. We don’t want to make promises we can’t keep so we give you the estimated date we’re aiming towards.

How long does it take for my order to be despatched?
While we aim for same-day dispatch, depending on when the item was ordered it can take up to 1 working day to dispatch the order.

Where is my order?
Have you had your dispatch email? If yes, then your order is on the way. Your courier will then directly email/text you a tracking reference and delivery update. Please remember to check your junk email inbox. If you haven't received an email from us, please get in touch and we can confirm your order and re-send you your confirmation.

My order is damaged, what shall I do?
Reject all/any deliveries if packaging/box has visual damages, and contact us within 6 hours. If the product is damaged, but not the packaging/box, please send us proof of damages within 1 working day so we can process the claim with our delivery partner and arrange the replacement product for you in a timely manner.

How do I track my order?
Tracking your order couldn't be any simpler. We only use trusted couriers such as DHL, DPD etc.... to make sure that your item gets to you safely.

In order to track your item, you'll need a tracking number which will be sent to you via email as soon as it's been dispatched. The email will also indicate the service that we have used. We will include the links below to take you directly to the tracking website.

Can I collect my item?
Yes, you can collect your item! That's no problem at all! However, we do require you to ring in advance so we can get your order ready to collect, and so that we can give you a time slot to come to the warehouse.

Our warehouse is in Leicestershire, so you'll need to be able to make it. You will have to make your payment online before 1 p.m. to collect the same day.

How do I collect my item?
What you will need to do is confirm your order number and your name.

How long do I have to collect my item?
We will hold your item for 7 days.

I haven't received my item
While we only use trusted couriers such as DHL, UK Mail, Royal Mail etc... items can get lost in transit. We will only deliver where the items are being tracked and when it is sent.

Due to the current circumstances, we may ask you to wait an extra day, however, if your product still hasn't arrived, contact us as soon as you can so we can get in touch with the courier to open an investigation.

If you have paid with PayPal balance, the money will refunded into your PayPal balance account.

Please refer to the Paypal website for any more information - or you if you have any more questions.

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Terms of sale

1. WHO WE ARE AND HOW TO CONTACT US
www.kiasa.co.uk is a site operated by KIASA UK LTD ("We"). We are registered in England and Wales under company number 11886353 and our registered address is at 2 Wolsey Way, Leicester, LE7 1NP. Our VAT number is GB323 9558 84.

To contact us, please write to us at the above-mentioned registered address, by using our website contact form, by email to customer.support@kiasa.co.uk or by telephone at 0116 488 5150.

2. BY USING OUR SITE YOU ACCEPT THESE TERMS
By using our site, you confirm that you accept these terms of use and that you agree to comply with them. Use of our site includes accessing, browsing, shopping on or registering with our site.

Please read these terms of use carefully before using our site and before ordering any product from our site. Using our site indicates your agreement to these terms, regardless of whether or not you choose to register with us.

If you do not agree to these terms, you must not use our site.

We recommend that you print a copy of these terms for future reference.

You must be at least 18 years of age to use our site and by using our site or agreeing to these terms and conditions, you warrant and represent to us that you are at least 18 years of age.

3. THERE ARE OTHER TERMS THAT MAY APPLY TO YOU
These terms of use refer to the following additional terms, which also apply to your use of our site:

Our Privacy Policy sets out the terms on which we process any personal data we collect from you or that you provide to us. By using our site, you consent to such processing and you warrant that all data provided by you is accurate. Please read if you have any questions about how we use or store your information.
Our Terms and Conditions of Sale
You cannot register with us to purchase products unless you agree to these terms and other policies.

4. WE MAY MAKE CHANGES TO THESE TERMS
We may amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time.

5. WE MAY MAKE CHANGES TO OUR SITE
We may update and change our site from time to time to reflect changes to our products, prices and promotions, our users' needs and our business priorities.

6. WE MAY SUSPEND OR WITHDRAW OUR SITE
Our site is made available free of charge.

We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions and that they comply with them.

7. YOU MUST KEEP YOUR ACCOUNT DETAILS SAFE
You may register for an account with our site by completing and submitting the account registration form/ product registration form/extending your warranty registration form/contacting us form on our site and clicking on the verification link in the email that the site will send to you.

We have the right to disable any password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion, you have failed to comply with any of the provisions of these terms of use.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us by email, in writing to your registered address or by calling us.

8. HOW YOU MAY USE MATERIAL ON OUR SITE
We are the owner or the licensee of all intellectual property rights on our site and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors except that you may distribute our newsletter/offers/promotions in print and electronic form to any person.

If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

9. DO NOT RELY ON INFORMATION ON THIS SITE
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking any actions on the basis of the content on our site.

Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied that the content on our site is accurate, complete or up to date.

10. WE ARE NOT RESPONSIBLE FOR WEBSITES WE LINK TO
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.

We have no control over the contents of those sites or resources.

11. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
Please note that we only provide our site for domestic purposes and private use. You agree not to use or site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of revenue, loss of sales, loss of business interruption, or loss of business opportunity, goodwill or reputation.

12. HOW WE MAY USE YOUR PERSONAL INFORMATION
We will only use your personal information as set out in our Privacy Policy

13. WE ARE NOT RESPONSIBLE FOR VIRUSES AND YOU MUST NOT INTRODUCE THEM
We do not guarantee that our site will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programs and platform to access our site. You should use your own virus protection software.

14. RULES ABOUT LINKING TO OUR SITE
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

You must not establish a link to our site on any website that is not owned by you.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.

We reserve the right to withdraw linking permission without notice.

The website to which you are linking must comply in all respects with the content standards set out in our Acceptable Use Policy

If you wish to link to or make any use of content on our site other than that set out above, please customer.support@kiasa.co.uk

15. WHICH COUNTRY'S LAWS APPLY TO ANY DISPUTES?
Please note that these terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

16. OUR TRADE MARKS ARE REGISTERED
‘KIASA’ and the logos of these marks are registered trademark UK00003386231 and EU018040136 under classes 11 and 35. You are not permitted to use them without our approval.

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Privacy policy

Last updated: November 5, 2026

Kiasa Infrared Heating operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). Kiasa Infrared Heating is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

Contact details including your name, address, billing address, shipping address, phone number, and email address.
Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
Account information including your username, password, security questions, preferences and settings.
Transaction information including the items you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.
Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.

Personal Information Sources

We may collect personal information from the following sources:

Directly from you including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with your personal information;
Automatically through the Services including from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies;
From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;
From our partners or other third parties.

How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:

Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to fulfill your orders, to remember your preferences and items you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customized shopping experience for you, such as recommending products related to your purchases. This may include using your personal information to better tailor and improve the Services.
Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you online advertisements for products or services on the Services or other websites, including based on items you previously have purchased or added to your cart and other activity on the Services.
Security and Fraud Prevention. We use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password or other access details with anyone else.
Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.
Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

With Shopify, vendors and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).
With business and marketing partners to provide marketing services and advertise to you. For example, we use Shopify to support personalized advertising with third-party services based on your online activity with different merchants and websites. Our business and marketing partners will use your information in accordance with their own privacy notices. Depending on where you reside, you may have a right to direct us not to share information about you to show you targeted advertisements and marketing based on your online activity with different merchants and websites. You can exercise your rights to opt-out of those uses here .
When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations.
With our affiliates or otherwise within our corporate group.
In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit to the Services will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside, in order to provide and improve the Services for you. In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our Store, along with other merchants and with Shopify. To provide these enhanced features, Shopify may make use of personal information collected about your interactions with our store, along with other merchants, and with Shopify. In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes. To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy . Depending on where you live, you may exercise certain rights with respect to your personal information here Shopify Privacy Portal Link.

Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

Right to Access / Know. You may have a right to request access to personal information that we hold about you.
Right to Delete. You may have a right to request that we delete personal information we maintain about you.
Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.
Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.

If you reside in the UK or European Economic Area, and subject to exceptions and limitations provided by local law, you may exercise the following rights in addition to the rights outlined above:

Objection to Processing and Restriction of Processing: You may have the right to ask us to stop or restrict our processing of personal information for certain purposes.
Withdrawal of Consent: Where we rely on consent to process your personal information, you have the right to withdraw this consent. If you withdraw your consent, this will not affect the lawfulness of any processing based on your consent before its withdrawal.

You may exercise any of these rights where indicated on the Services or by contacting us using the contact details provided below. To learn more about how Shopify uses your personal information and any rights you may have, including rights related to data processed by Shopify, you can visit https://privacy.shopify.com/en.

We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we can process your requests, as permitted or required under applicable law. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. Depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority. For the EEA, you can find a list of the responsible data protection supervisory authorities here.

International Transfers

Please note that we may transfer, store and process your personal information outside the country you live in.

If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the "Last updated" date and provide notice as required by applicable law.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please email us at customer.support@kiasa.co.uk. You can find our other contact details on our contact information policy. For the purpose of applicable data protection laws, we are the data controller of your personal information.

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Contact & company

Kiasa Heating UK t/a Kiasa UK Ltd
31a Bath Lane
Leicester
LE3 5BF

+44 116 488 5150
customer.support@kiasa.co.uk

Contact our team