Refunds & Returns

1. Our 30-day installed-thermostat goodwill offer

If you change your mind about a thermostat supplied and installed by Nest Pro London, you can request a return under our goodwill offer within 30 days of installation.

For a return under this voluntary offer, we deduct a fixed £80 from your refund for the installation visit. This applies even if we refit your old thermostat.

The £80 deduction applies only to this goodwill offer. It does not override statutory cancellation rights, the right to reject faulty goods, or remedies for faulty installation. If statutory rights entitle you to a refund without this deduction, those rights take precedence.

Contact us before arranging removal or sending anything back. We will agree safe removal, return arrangements and any refitting with you. Please keep the thermostat, accessories and packaging where available. Do not attempt electrical work yourself.

This additional offer covers thermostats supplied and installed by Nest Pro London. If you bought the thermostat elsewhere and booked installation only, contact that seller about returning the product; your rights concerning our installation service remain protected.

2. How to request a return

1. Contact us. Email [email protected] with your name, order reference, installation date and whether you are requesting a goodwill return, statutory cancellation or help with a fault.
2. Agree the arrangements. We will confirm the appropriate process, safe removal and return address. If you need your old thermostat refitted, tell us so we can agree the arrangements.
3. Receive your refund. For a goodwill return, we refund the amount paid for the returned thermostat package less the fixed £80 deduction. We will process that refund within 14 days of receiving the returned thermostat, using the original payment method unless we agree otherwise.

Keep proof of your request and any return. Please do not post equipment to us until we have confirmed the return address. You do not need to give a reason when exercising a statutory right to cancel.

3. Your statutory rights

Distance and off-premises purchases

For eligible online, telephone and off-premises goods purchases, you normally have 14 days after receiving the goods to tell us you want to cancel, followed by another 14 days to return them. This statutory right is separate from our 30-day installed-thermostat goodwill offer.

You may inspect goods as you would in a shop. Original packaging and an unused condition are not blanket requirements for exercising statutory rights. A deduction for diminished value may apply only where the law permits it, for handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Services started during the cancellation period

Where a statutory 14-day service cancellation period applies, it normally runs from the date the service contract is made. We will only start during that period at your express request. If you then cancel, you may have to pay a proportionate amount for work properly supplied, where legally permitted. The right to cancel a fully performed service is lost only when the legal requirements, including your express consent and acknowledgement, have been met.

Faulty goods and installation

Goods must be as described, of satisfactory quality and fit for purpose. Services must be performed with reasonable care and skill. If there is a problem, contact us promptly so we can arrange the appropriate repair, replacement, repeat performance, price reduction or refund required by law. Faulty goods may qualify for the statutory 30-day short-term right to reject. Neither our goodwill offer nor a warranty limits these rights.

Statutory refunds

For a statutory goods cancellation, the refund is normally due within 14 days of receiving the goods back or evidence that you have sent them back, whichever is earlier. We refund standard outward delivery where required. Return costs and any lawful deductions depend on the statutory right being exercised and the information supplied before purchase. We cover the reasonable return costs for faulty goods where required by law.

You do not have to accept the goodwill offer instead of a statutory remedy. The fixed £80 deduction is not automatically applied to statutory cancellations or faulty-goods claims.

4. Cancelling or moving an appointment

Cancelling or moving your appointment is free with at least 48 hours’ notice. With less than 48 hours’ notice, our standard charge is 50% of the booking value. A no-show or no access on the day carries a standard charge of the full booking value.

These charges are subject to your statutory rights and must be fair. We take reasonable steps to reduce our loss, including trying to refill the appointment. Any charge will be reduced where necessary so it does not exceed our actual net loss caused by the cancellation or missed appointment, taking account of costs saved and any replacement booking. Ask us for an explanation of any charge.

This appointment policy does not replace a statutory right to cancel or your remedies for faulty goods or services. If you cancel with at least 48 hours’ notice, we refund the payment for the cancelled booking in full.

Please contact us as early as possible. This rule also applies to booked remote-support sessions.

5. Payment and related policies

Where invoice terms have been agreed, payment is due within 7 calendar days of the invoice date unless another due date is agreed in writing. This does not change an arrangement to pay on completion.

Read our Terms & Conditions for payment, installation and workmanship information. Personal information is covered by our separate Privacy Policy.