Refund policy
Buy a pair of heated gloves and you cannot judge them standing in your hallway. You have to take them outside, in real cold, and run a battery down. This policy exists so you can do that.
30 days, and using them is the point
Return any item within 30 days of delivery for a full refund of the purchase price. Items returned worn outdoors are accepted — testing them is the only honest way to decide, and doing so does not void your return. Heated socks may also be returned after being washed according to the care instructions.
We ask that the batteries, charging cable and packaging come back with the item, and that the item is not damaged beyond the wear that normal testing causes.
How to start a return
Email support@thewarmchapter.com with your order number and what went wrong. We reply with return instructions on the same working day. Do not send anything back before you have those instructions, or we may not be able to match the parcel to your order.
Exchanges
Wrong glove size is the most common reason people write to us, so exchanges are free inside the same 30-day window. Tell us the size you need and we send the replacement.
Return postage
If the item is faulty, not as described, or we sent the wrong thing, we pay the return postage. If you simply changed your mind, the return postage is yours to cover — we are telling you this before you order, as the UK Regulations require. We will send you the cheapest tracked option we can find and tell you the cost before you commit to it.
Refunds
Refunds go back to the original payment method within 5 to 10 working days of the return arriving with us, and always within the 14 days the Regulations allow. Your bank may take a few days more to show it. Where you paid for delivery, that is refunded too when the return is because of a fault or our error.
Faulty batteries
A battery that will not hold a charge inside the 30 days is replaced, not argued about. Email us and we send a new pair.
Items we cannot accept
Items returned more than 30 days after delivery, items damaged by misuse rather than ordinary use, and items returned without the batteries or charging cable. None of this affects your statutory rights below.
Your legal rights, on top of this
Nothing on this page reduces any right you have by law. Two sets of rights apply to everything you buy from us, and you can rely on whichever is better for you.
The right to change your mind — Consumer Contracts Regulations 2013
You have 14 days from the day you receive your order to tell us you are cancelling, for any reason at all and without giving one. You then have a further 14 days to send the goods back. You can tell us by email, or by using the model cancellation form in the Regulations. We refund you within 14 days of receiving the goods back, or of you proving you have sent them.
Our own 30-day policy is longer and easier to use, so in practice it is the one you will rely on. We are telling you about the 14-day right because the law requires us to, and because telling you is what keeps the window at 14 days rather than extending it to twelve months.
If something is wrong with the goods — Consumer Rights Act 2015
Goods must be of satisfactory quality, fit for purpose and as described. If they are not:
- within 30 days of delivery you can reject them and get a full refund;
- after 30 days and within six months you can ask for a repair or replacement, and if that fails, a refund which may be reduced to reflect the use you have had;
- for up to six years in England, Wales and Northern Ireland (five years in Scotland) you may still have a claim if the goods were faulty when you received them.
This right sits alongside any manufacturer warranty and is not replaced by it.
If you are shopping from the United States
There is no federal cooling-off period for online orders, so our own 30-day policy is the one that protects you, and it is longer than most. Some states give you additional rights, for example around refund disclosure or warranties, and nothing on this page overrides them. Our goods are sold with the implied warranties of merchantability and fitness for purpose that your state law provides.
Complaints
Write to support@thewarmchapter.com first. We are not currently signed up to an alternative dispute resolution scheme, so if we cannot settle it between us you are free to take the matter to the courts, or seek advice from Citizens Advice in the UK or your state attorney general's office in the US.
Last updated 14 October 2026. Knock Knock Digital LLC, 608 Rio Grande Ave, Santa Fe, New Mexico 87501, United States.