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Lifetime Warranty
Lifetime Warranty

Refund policy

Thanks for shopping with The Underfloor Heating Store.

At The Underfloor Heating Store, our customers have 30 days to upgrade, replace or refund their orders.

Our service

Period of validity

What should I know?

What do I pay?


Within 14 days of delivery

The existing product must return brand new with original contents

Cost of your upgrade and postage fees (for both sending and receiving items)

Replacements Within 48 hours of delivery Item must be damaged or have a manufacturing fault. We may request photos as proof No cost to you unless the item isn't faulty or damaged
Warranty Variable, depending on product and range Item will be assessed and the team will contact you as to whether your warranty case was successful Cost of sending the item back
Unwanted returns Within 14 days of delivery  The condition must be 'as good as new' and unused Cost of sending the item back, possible restocking fee if the item is not 'as new'
Incorrect, faulty & damaged returns Within 48 hours of delivery Item will be assessed before a refund is processed. We request photos as proof No cost to you unless the item isn't faulty or damaged



Within 14 days of purchasing from us, you are eligible to upgrade if you deem you want something a little better. Simply send it back to us and we'll happily assist you with an upgrade to your order. Please be sure to note that any orders sent back must return brand new, including your product's original packaging and all original contents plus inserts within the box.

To begin your upgrade process, please contact our customer services department which will assist you with your upgrade. It is important to note that accepting any upgrades will result in having to pay the difference in the cost of your upgrade, along with any postage fees for both sending back and receiving the new product that may be applicable.


We take great care in the delivery of all of our products, however, in the event of your delivery arriving damaged or if you notice a manufacturing fault of any kind within 48 hours of delivery, you're within your rights to a replacement.

To request a replacement, please contact our customer services department with the issue you're facing and photographic proof if possible and we'll happy to assist you. This will normally consist of sending the item back to one of our warehouses where our engineers will work to review or test the product and send out a replacement accordingly.


At The Underfloor Heating Store, we want to ensure you are happy with every purchase you make. If you have any issues with your chosen product, whether damaged, faulty or simply an unwanted item, you can simply return what you bought for a refund.

Unwanted returns

If you're within 14 days of receiving your order and your item is still in condition 'as good as new', you are able to return your item back to us for a refund.

Customers must reach out to our customer services department to inform them that they'd like to return an unwanted item and our team will supply you with a returns form to attach to your order to be sent back to one of our warehouses. Customers must pay for any costs related to returning the item as we do not offer a collection service for any unwanted items.

Please note: if our team receives an item back that is in a quality that is not deemed as 'as good as new', a restocking fee and/or refusal to take the item back may also apply. The customer will then be liable for any delivery costs to receive the product back.

Incorrect, faulty & damaged returns

If you've discovered a fault with your item within 48 hours of receiving your product, we'll be happy to exchange the item for a new one at no cost to you. However, we're also happy to offer a refund instead if preferred.

Please reach out to our customer service team to return a faulty or damaged product. We'll need you to fill out a returns form and also sort out getting the product back to our warehouse for review. Once reviewed, if we deem the product was indeed faulty and/or damaged, we will process a refund immediately.

If the product you bought from us was over 14 days ago, we no longer are available to offer a refund, however, you'll still be eligible to return an item to us for a repair or replacement within our warranty period.

Products we are unable to return or refund:

  • Tile Adhesive
  • Self Levelling Compounds
  • Grout
  • Floor Primer
  • Bespoke orders (Shower screens, Lustrolite wall panels)
  • Products that have been cut
  • Products that have been unrolled
  • Used products


We offer a warranty on most product ranges across our store. This means, if your product breaks or develops a fault within the specific warranty period for your product, you can send it back to us and we can attempt a repair or replace your product.

During our investigation, if we deem the product had been misused, we will instead provide you with an engineer report of the problem and advice on how to prevent future damages, as well as reach out to you to discuss proceeding further.

It is important to note that if a replacement warranty is issued, the warranty period is not renewed.

All warranties that are sent back to us will be at your own cost, whether that be postage costs or any other additional carriage fees.

For more in-depth information on our warranty policy, including specific warranties for various product ranges, please see our dedicated warranty information page.

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