Shipping And Returns

Any damages or shortages must be reported to us within 48 hours of signing for your delivery, we will not accept responsibility for any missing or damaged products after this time.

Upon submitting an order using our automated system you will receive an email confirmation. Please check that the details contained in this email are correct. If there are any mistakes, please email us immediately. This email is neither an invoice nor a formal acceptance of your order.

30 day money
back guarantee

Items should be returned unused, in a saleable condition, with their original packaging and with all component parts and any promotional items received. You must also include a completed returns form with your invoice number for us to facilitate a refund.

  • Orders can be cancelled within 14 days of delivery.
  • Goods must be returned within 14 days of cancelling your order.
  • We will gladly replace any goods returned to us which are found to be faulty.

WE CANNOT ACCEPT ANY RETURNED GOODS WITHOUT A RETURNS FORM

Any unwanted items or items ordered incorrectly must be returned within 30 days of delivery, no refunds or exchanges will be made after this date.

We cannot accept any returned Tile Adhesive or Self Levelling Compounds/Grouts whatsoever as these materials must be stored in a controlled environment and are considered perishable goods. We cannot accept return of any bespoke items that we sell, such as our wet room shower screens or Lustrolite wall panels as they are made to your specification. Once the product has been received we cannot take any responsibility for the storage of these products.

All returned mats/cables must be in the original condition on return (i.e.; not unrolled or cut in anyway) If an item is returned to us and found to have been used in any way, we cannot take any responsibility for this product, and there will be a charge applied for the return of the goods.

Exchange
Policy

The Underfloor Heating Store are pleased to offer a 365 day exchange policy to our customers. This extended exchange period entitles you to return any unused items within 365 days of purchase for exchange. This extended policy provides our customers with extra peace of mind for when their plans change. All items must be unused and returned to us in their original condition with their original packaging.

All return postage costs will be paid by the customer. If the exchange items are for a lesser value than the returned items, a credit note will be issued to the customer’s account for use against future orders. All items will be inspected thoroughly on return. Any items which fail to meet our returns policy standards will be rejected and returned to the customer. Please see below for terms and conditions and excluded items. This extended exchange policy does not affect your statutory rights.

*These items are exempt from the 365 day exchange policy.

We do not accept tile adhesive, self levelling compounds, grouts or primers, as these materials must be stored in a controlled environment and are considered perishable goods. We cannot accept return of any bespoke items that we sell, such as our wet room shower screens or Lustrolite wall panels as they are made to your specification. Items that are sold as a complete kit cannot be broken into individual components. The entire kit must be returned in order to use the 365 day exchange policy.

The following items are also exempt from the 365 Exchange Policy – Celotex, boilers, heat pumps & cylinders.

Ways to return

  • Return to our store in person

    Units 11 & 12, Carnival Close, Carnival Park, Basildon, Essex, SS14 3WN. Return your item(s) along with your completed returns form and we can process your return in store.

  • Return by registered post

    Post your unwanted item(s) to: The Underfloor Heating Store, Units 11 & 12, Carnival Close, Carnival Park, Basildon, Essex, SS14 3WN. You must also include a completed returns form with your invoice number for us to facilitate a refund.

  • Return by carrier collection

    If we have supplied an incorrect item you can either: call us on 01268 567016 with your invoice number or email us at customerservices@theunderfloorheatingstore.com with your invoice number. We will arrange collection or you can return the item(s) by registered post (we will refund the postage cost).

  • Collection for large unwanted items

    For items delivered by Parcel Force we can arrange a collection for a charge of £10 per parcel, payable in advance of collection. Please note each parcel must not exceed 30kg in weight. Collection charges for items delivered on a pallet or direct from our suppliers vary. Please call Customer Services on 01268 567016 option 3 for details. All returns are subject to our returns policy.

Payment Methods:

Online payment, PayPal, by telephone with all major credit/debit cards. NB; orders over a certain limit must be shipped to cardholders address..

Shipping Destinations:

Most EU countries.

Refunds:

While every effort will be made to meet shoppers demands, cancellations or variations may be necessary as a result of Acts of God, War, Strike, Lockout, Labour Dispute, Fire, Flood, Drought or other causes beyond our control. If the product is returned in the condition it was supplied with any tags or stickers intact then a full refund or exchange will be provided. No refund or no exchange if the product has a tag or sticker that has been removed. We will refund or exchange if the item is defective. The unwanted products must be returned by recorded delivery first class to our standard address. As long as the products have not reached their destination, they remain your entire responsibility. In case of a defective product, the cost of returning the product would be refunded.

Unless the goods supplied are found to be faulty by an independent assessor we will not cover the cost of replacing previously installed floor coverings or any other consequential losses.

Returns and refunds can take up to 14 days to process from receipt of goods.

Delivery Schedule

Next (working) day delivery is standard for all stock items provided orders are received and processed prior to 3pm.

Please note: we rely upon the services of third party couriers, and whilst we endeavor to always deliver in a timely manner there are unfortunately a few occasions when the couriers fail to deliver on the appointed day and before the specified time. This happens rarely, but we cannot be held responsible for the late delivery of an item, or any costs incurred by customers' tradesmen unable to work, please ensure you have your materials before booking in any trades. Our commitment to you is to deliver the product to the courier.

Deliveries to the continent will incur an additional charge and take up to 5 days dependant on the destination.

Non stock or temporarily out of stock items will be back ordered for you. You will be notified by e-mail of expected delivery date and given the option to cancel your order if you would rather not wait.