Terms And Conditions
These terms and conditions are general and apply to both our trade and consumer customers. If you are a consumer and something in here conflicts with your consumer rights, your consumer rights will, of course, still apply.
theunderfloorheatingstore.com provides access to The Underfloor Heating Store's website (the "Website"). This page tells you the terms on which we sell our products ("Products") to you via the Website or over the phone.
Please read these conditions carefully before using the Website. By using the Website, you signify your agreement to be bound by these conditions. In addition, when you use any current or future service from The Underfloor Heating Store you will also be subject to the guidelines and conditions applicable to that service.
If you don't accept these terms, you won't be able to order any Products from our Website. If you have any queries, please contact us at sales@theunderfloorheatingstore.com.
With regards to orders placed via the telephone, or other means, these terms and conditions will apply.
INFORMATION ABOUT US AND THE WEBSITE
theunderfloorheatingstore.com is operated by The Underfloor Heating Store Limited ("we" "us"). We are registered in England and Wales under company number 05687171 and with our registered office at 4 Capricorn Centre, Cranes Farm Road, Basildon, Essex, SS14 3JJ, email address sales@theunderfloorheatingstore.com. Our main trading address is Unit 12, Carnival Park, Carnival Way, Basildon, Essex SS14 3WN. Our VAT number is 877635667.
You have a right of cancellation as set out in paragraph 8.
For details of support/after sales services please contact our customer services team on 01268 567016 .
If you have made a mistake in inputting information, please contact us directly.
PRICE MATCH PROMISE
Our Price Match Promise states that if you can find an identical product cheaper elsewhere we will match the price up to 7 days after purchase. Simply let us know by phone or email the Product number, its price and the competitor you want us to match. We will verify and match the price there and then for you.
- We'll match our competitor's store or website UK price.
- The competitor's product must be brand new, identical to ours, and offered on the same terms.
- We and the competitor must have stock ready for delivery.
- We must be able to verify the competitor's price and stock position.
- We'll match the price of a product; not delivery charges or other services.
- Cannot be used with any other offer.
- Unfortunately we don't price match any of our existing stockists’ or reseller’s prices.
TERMS OF WEBSITE USE
We will do our utmost to ensure that availability of the Website will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed. Also, your access to the Website may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction.
Licence for Website access
theunderfloorheatingstore.com grants you a limited licence to access and make personal use of this Website, but not to download (other than page caching) or modify it, or any portion of it, except with express written consent of theunderfloorheatingstore.com. This licence does not include any resale or commercial use of this Website or its contents; any collection and use of any Product listings, descriptions, or prices; any derivative use of this Website or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools. This Website or any portion of this Website may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent.
You may not frame or use framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of theunderfloorheatingstore.com without express written consent. You may not use any Meta tags or any other "hidden text" in theunderfloorheatingstore.com without our express written consent. Any unauthorised use terminates the permission or license granted by us. You are granted a limited, revocable, and non-exclusive right to create a hyperlink to the Welcome page of theunderfloorheatingstore.com as long as the link does not portray use, the Website or our Products or services in a false, misleading, derogatory, or otherwise offensive matter. You may not use theunderfloorheatingstore.com logo or other proprietary graphic or trademark as part of the link without our express written consent.
Your Conduct
You must not use the Website in any way that causes, or is likely to cause, the Website or access to it to be interrupted, damaged or impaired in any way. You understand that you are responsible for all electronic communications and content sent from your computer to us and you must use the Website for lawful purposes only.
You must not use the Website for any of the following:
fraudulent purposes, or in connection with a criminal offence or other unlawful activity to send, use or reuse any material that is illegal, offensive, abusive, indecent, defamatory, obscene or menacing; or in breach of copyright, trademark, confidence, privacy or any other right; or is otherwise injurious to third parties; or objectionable; or which consists of or contains software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any "spam" to cause annoyance, inconvenience or needless anxiety.
COPYRIGHT
All content included on the Website, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is our property or that of our affiliates or content suppliers and is protected by United Kingdom and international copyright and database right laws. As between us the compilation of all content on this Website is our exclusive property and is protected by United Kingdom and international copyright and database right laws. All software used on this Website is our property or that of our affiliates or our software suppliers and is protected by United Kingdom and international copyright laws. You may not systematically extract and/or re-utilise parts of the contents of the Website without our express written consent. In particular, you may not utilise any data mining, robots, or similar data gathering and extraction tools to extract (whether once or many times) for re-utilisation of any substantial parts of this Website, without our express written consent. You also may not create and/or publish your own database that features substantial (eg our prices and Product listings) parts of this Website without our express written consent.
As between you and us, all intellectual property in the Products which exists now or at any time in the future shall belong to us or our licensors.
SALES TO COUNTRIES OUTSIDE UK
Our Website is primarily intended for use by people resident in the United Kingdom and European Union. We accept orders from individuals outside the EU only by prior arrangement.
If you order Products from our Website for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
Please also note that you must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable for any breach by you of any such laws.
Please note any delivery outside of the UK will not contain the liquid primer due to the regulations enforced by the transportion companies. This will not apply to pallet deliveries.
YOUR STATUS
By placing an order through our Website, you confirm that:
You are legally capable of entering into binding contracts;
You are at least 18 years old; and
You are resident in the European Union and you are accessing our Website from the European Union, or you have previously contacted us to agree an order from outside the European Union.
OUR CONTRACT
When you place an order to purchase a Product from theunderfloorheatingstore.com, your order represents an offer to us to purchase a Product and all orders are subject to acceptance by us.
After placing an order on-line, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted or that a contract has been made. We will confirm acceptance to you by sending you an e-mail that confirms that we have accepted your order and letting you know when the Product is or will be ready for dispatch ("Order Confirmation"). The contract between us ("Contract") will only be formed when we send you the Order Confirmation.
The Contract will relate only to those Products we confirm in the Order Confirmation. We will not be obliged to supply the remaining Products which may have been part of your order until confirmed in a separate Order Confirmation.
With regards to Orders placed via telephone or in person on our premises, the above conditions in Section 7 shall apply. From the time you take receipt of your Invoice, you have from then until the time of delivery to inform us (either in writing or by telephone) that you do not accept our terms and conditions. In these circumstances, your order will be cancelled accordingly.
RIGHT OF CANCELLATION
You are entitled to cancel a Contract within 14 days, as set out below. This means that during that time, if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund.
- This cancellation right does not apply to goods made to your specification or any Products which are perishable or become mixed inseparably with other items after their delivery. For further details please see our returns policy at paragraph 19 below.
- Your legal right to cancel a Contract starts from the date of the Order Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out below:
- Your Contract is for a single Product (which is not delivered in instalments on separate days). The end date is the end of 14 days after the day on which you receive the Product.
- Your Contract is for either of the following one Product which is delivered in instalments on separate days, or multiple Products which are delivered on separate days. The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.
- Your Contract is for the regular delivery of a Product over a set period. The end date is 14 days after the day on which you receive the first delivery of the Products.
- To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to email sales@theunderfloorheatingstore.com quoting your order number requesting to cancel the order. If you use this method we will e-mail you to confirm we have received your cancellation.
- You can also contact our Customer Services team by telephone on 01268567016 or by post to The Underfloor Heating Store, Unit 12, Carnival Park, Carnival Way, Basildon, Essex SS14 3WN. If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.
- We may make a deduction from the reimbursement for loss in value of any Products supplied, if the loss is as a result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any Products supplied.
- Unless the Product is faulty or not as described, you will be responsible for the cost of returning the Products to us. If you have returned the Product to us under this condition because they are faulty or mis-described, we will refund the price of the Products in full, together with any reasonable costs you incur in returning the item to us.
- We will refund you on the credit card or debit card used by you to pay.
- If you are a consumer, neither this paragraph nor anything else in these Terms affects your statutory rights. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
PRICING, PAYMENT AND AVAILABILITY
Pricing
The price of any Products will be as quoted on the Website at the time of your order, except in cases of obvious error. Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an Order Confirmation.
Prices include VAT (unless otherwise indicated) and state whether standard delivery costs are included. Please see our Delivery Information for more details.
We are under no obligation to provide a Product to you at an incorrect (lower) price, even after we have sent you an Order Confirmation, if the pricing error could have reasonably been recognised as a mis-pricing.
Payment
We accept online payment, PayPal and payment by telephone with all major credit/debit cards. Please note that orders over a certain limit as indicated during checkout must be shipped to cardholders address.
When placing an order with us. It is your responsibility to provide the correct payment information, including the correct card billing address, for the payment card being used. Failure to do so may result in your order being automatically cancelled, due to fraud checks conducted by our payment processor.
Availability
Beyond what we say on that page or otherwise on the Website, we cannot be more specific about availability. As we process your order, we will inform you by e-mail or phone if any Products you order turn out to be unavailable. If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because we cannot meet your requested delivery date, we reserve the right to supply substitute goods of at least equivalent quality and price. If no suitable substitute is available, we will inform you of this by e-mail and we will not process your order. If we are unable to process your order and you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible.
RISK AND TITLE
The Products will remain at our risk until they come into the possession of either you or a person identified by you to take physical possession of the Products. Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.
ELECTRONIC COMMUNICATIONS
When you visit theunderfloorheatingstore.com or send e-mails to us, you are communicating with us electronically. We communicate with you by e-mail or by posting notices on the Website. For contractual purposes, you consent to receive communications from us electronically and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. All calls made to and from any contact number owned or operated by The Underfloor Heating Store are recorded for training and monitoring purposes. This condition does not affect your statutory rights.
WARRANTY
Prowarm™ Lifetime Warranty
ProWarm™ underfloor heating cables and mats come with a Lifetime Warranty providing they have been installed by an Approved Electrician in accordance with the IEE 17th Edition wiring regulations and the installation conforms to Part P of the Building Regulations 2005. The installation must be in accordance with the manufacturers guidelines and the relevant warranty certificate has been completed and registered online at www.prowarm.com/register within 28 days of completion of the works, any failure to do this will result in a void of guarantee.This warranty is in addition to and supplements your statutory rights and that those rights are not affected in any way. If you do not register for the extended warranty within 28 days then the standard warranty will apply which is a period of 1 year.
The warranty does not cover any faults caused by misuse/incorrect design/damage caused by others and/or any other subsequent damage that may occur during floor covering installation, (system must be checked before, during and after installation is completed, failure to do this will also result in a void in guarantee). Any damage caused to the heating system after installation of floor coverings will invalidate the guarantee, any repairs carried out will be at your cost. The system should be maintained in accordance with the manufacturers guidelines, any damage caused by overheating due to misuse will result in a void in guarantee - this includes, any fixed appliances, units, fitted furniture, extra floor coverings (including dog beds, bean bags, rugs or mats).
Should the heating mat fail and require a repair or replacement (under the terms of warranty) we will not be liable to replace floor finish that has been removed to carry out this works. The underfloor heating repair specialists have an accuracy of fault finding to within 50mm.
CableSafe™
The CableSafe™ installation guarantee is simple - Damage your underfloor heating cable or mat during the installation process and ProWarm™ will replace it free of charge.* Simple, easy and gives you complete peace of mind!
* There are some conditions which must be met in order to validate the Guarantee
- You have purchased a ProWarm™ kit from The Underfloor Heating Store and followed the recommended installation procedures in the Installation Guide. Any failure to follow our instructions will invalidate our guarantee.
- If you cut or damage the heating mat/cable before installing your finished floor covering, return the damaged mat/cable to The Underfloor Heating Store within 28 DAYS of purchase, accompanied by your original dated sales invoice.
- The Underfloor Heating Store will replace any heating mat or cable (maximum 1 mat or cable per invoice) with another underfloor heating mat or cable of the same size and wattage FREE OF CHARGE.
- The CableSafe™ Guarantee does not cover any other type of damage, misuse, or improper installation due to incorrect adhesive or subfloor conditions. There is a limit of one free replacement heating element per customer or installer.
- Damage to the heating element that occurs after installation, such as lifting a damaged tile once it has set, or subfloor movement causing floor damage, is not covered by the CableSafe™ Installation Guarantee.
Please note: All guarantees are non-transferable.
For all other products please refer to the 'Product Warranties' section below
Product Guarantees:
TH232-AF-230
Manufacturer/Supplier Warranty duration
- 3 years
Exclusions
- Removal or reinstallation costs
- Consequential damages
Warranty/Duration Offered by Company
- Manufacturers warranty only
TH132 A/F/AF and PB 130 A-230
Manufacturer/Supplier Warranty duration
- 2 years
Exclusions
- Removal or reinstallation costs
- Consequential damages
Warranty/Duration Offered by Company
- Manufacturers warranty only
Rapid Mat
Manufacturer/Supplier Warranty duration
- 25 years + 10 years anti-fungal if regularly cleaned
Exclusions
- Installed with non-BAL adhesives
Warranty/Duration Offered by Company
- Manufacturers warranty only
Adhesives/Levelling-Smoothing Compounds
Manufacturer/Supplier Warranty duration
- 25 years
Exclusions
- Incorrect use
Warranty/Duration Offered by Company
- Manufacturers warranty only
Grouts
Manufacturer/Supplier Warranty duration
- 25 years
Exclusions
- Incorrect use
Warranty/Duration Offered by Company
- Manufacturers warranty only
Admix
Manufacturer/Supplier Warranty duration
- 25 years
Exclusions
- Incorrect use
Warranty/Duration Offered by Company
- Manufacturers warranty only
Heating cables and mats
Manufacturer/Supplier Warranty duration
- 10 years
Exclusions
- Not registered
- Installation by non-electricians
- 3rd party damage
- Consequential damage
Warranty/Duration Offered by Company
- Manufacturers warranty only
Other products
Manufacturer/Supplier Warranty duration
- 2 years
Exclusions
- Not registered
- Installation by non-electricians
- 3rd party damage
- Consequential damage
Warranty/Duration Offered by Company
- Manufacturers warranty only
Touch
Manufacturer/Supplier Warranty duration
- 5 years
Exclusions
- Not registered
- Installation by non-electricians
- 3rd party damage
- Consequential damage
Warranty/Duration Offered by Company
- Manufacturers warranty only
Pump
Manufacturer/Supplier Warranty duration
- 2 years
Exclusions
- Incorrect use
- On site damage
Warranty/Duration Offered by Company
- Manufacturers warranty only
Thermostats, Wiring Centres and Hubs
Manufacturer/Supplier Warranty duration
- 2 years
Exclusions
- Refunds - replacement, repair or credit only
Warranty/Duration Offered by Company
Lifetime (Thermostats are branded ProWarm)
But Manufacturers warranty only on every thing else
All Products (Ultra brand Tile Adhesives/Levelling Compounds/Grouts)
Manufacturer/Supplier Warranty duration
The lesser of 10 years or the life of the project.
Additional proviso for underlayment materials - until the surface covering is changed or fails.
Exclusions
- Instarmac has prepared a written specification and has inspected the proposed application area.
- Materials have been applied strictly in accordance with the written specification and additional technical datasheets.
- The application area has not been adversely affected by structural movement, environmental damage, significant change of use, exposure to adverse external elements, corrosive cleaning materials, substrate failure, DPM failure, ground disturbance due to other groundworks or natural wear and tear.
- Aesthetic appearance of the product has not been affected due to corrosive cleaning, surface contamination or lack of maintenance.
- Instarmac's personnel are allowed access to the site during preparation and application of the materials and following any claim to allow full access to investigate the issue.
- Instarmac's materials must be used as a system to include primers and bonding aids when recommended. In the case of a claim, Instarmac reserves the right to use discretion during the assessment.
Warranty/Duration Offered by Company
- Manufacturers warranty only
Cylinders
Manufacturer / Supplier Warranty duration
3 years
5 years if installed by approved Joule installer
Exclusions
- Incorrect use
- Installed outside of UK mainland
Warranty/Duration Offered by Company
- Manufacturers warranty only
High gloss Acrylic Panels
Manufacturer / Supplier Warranty duration
- 10 years, reducing in value by 10% per year after 3 years
Exclusions
- Incorrect installation
- Consequential damage
- Removal and installation costs of replacement product
Warranty/Duration Offered by Company
- Manufacturers warranty only
Pipe
Manufacturer / Supplier Warranty duration
- 50 years
Exclusions
- Incorrect use
- On site damage
Warranty/Duration Offered by Company
- 50 years
Thermostat
Manufacturer / Supplier Warranty duration
- 2 years
Exclusions
- No return merchandise authorisation obtained from the supplier, or expired
- Damaged product or missing original accessories
Warranty/Duration Offered by Company
- Manufacturers warranty only
Polyplumb and Polyfit hot and cold water supply and heating systems
Manufacturer / Supplier Warranty duration
- 25 years
Exclusions
- Not installed in accordance with manufacturer instructions
- Not within normal domestic setting
Warranty/Duration Offered by Company
- Manufacturers warranty only
Manifolds
Manufacturer / Supplier Warranty duration
- 2 Years
Actuators
Manufacturer / Supplier Warranty duration
- 1 Year
Pipe
Manufacturer / Supplier Warranty duration
- 50 Years
Wiring Centre
Manufacturer / Supplier Warranty duration
- 1 Year
Thermostats
Manufacturer / Supplier Warranty duration
- 2 Years
Motorised Valves
Manufacturer / Supplier Warranty duration
- 2 years
Tilebacker Boards
Manufacturer / Supplier Warranty duration
- 12 months
Exclusions
- Incorrect Installation
Warranty/Duration Offered by Company
- 12 months
Underfloor Heating Mats and Cables
Manufacturer / Supplier Warranty duration
- 25 years
Exclusions
- Serial number label missing or unrecognisable
- Product modified or repaired by any unauthorised personnel
- The defect was subject to abuse or improper use not conforming to the product's instruction manual.
Warranty/Duration Offered by Company
- Lifetime
Thermostats
Manufacturer / Supplier Warranty duration
- 25 Years
Exclusions
- Incorrect Installation
Warranty/Duration Offered by Company
- 25 Years
XPS Insulation Boards
Manufacturer / Supplier Warranty duration
- 12 months
Exclusions
- Incorrect Installation
Warranty/Duration Offered by Company
- 12 months
EPS Insulation Boards
Manufacturer / Supplier Warranty duration
- 12 months
Exclusions
- Incorrect Installation
Warranty/Duration Offered by Company
- 12 months
Wet room shower trays and Drains
Manufacturer / Supplier Warranty duration
- 12 months
Exclusions
- Incorrect Installation method
Warranty/Duration Offered by Company
- 12 months
Ball Valves, Isolation Valves, Eurocones and Straight Connectors
Manufacturer / Supplier Warranty duration
- 2 years
Exclusions
- Incorrect use/installation
Warranty/Duration Offered by Company
- Manufacturers warranty only
Manifolds
Manufacturer / Supplier Warranty duration
- 10 Years
Exclusions
- In order to qualify for this warranty all existing systems must be power flushed before connecting the underfloor heating system. Also inhibitors must be used to prevent corrosion of the heating system.
Actuators
Manufacturer / Supplier Warranty duration
- 2 Years
Pipe
Manufacturer / Supplier Warranty duration
- 50 Years
Mixing Valve
Manufacturer / Supplier Warranty duration
- 2 years
Exclusions
- Incorrect use
Warranty/Duration Offered by Company
- Manufacturers warranty only
Motorised Valves
Manufacturer / Supplier Warranty duration
- 2 years
Manifolds, Ball Valves and Isolation Valves
Manufacturer / Supplier Warranty duration
- 3 years
Exclusions
- Incorrect use/installation
Warranty/Duration Offered by Company
- Manufacturers warranty only
Pipe
Manufacturer / Supplier Warranty duration
- 50 years
Exclusions
- Incorrect use
- On site damage
Warranty/Duration Offered by Company
- 50 years
Air Source Heat Pumps
Manufacturer / Supplier Warranty duration
3 years if installed by non-Samsung installer.
5 years if installed by approved Samsung installer.
Exclusions
- Incorrect use
- Installed outside of UK mainland
Warranty/Duration Offered by Company
- Manufacturers warranty only
Manifolds
Manufacturer / Supplier Warranty duration
- 2 Years
Actuators
Manufacturer / Supplier Warranty duration
- 1 Year
Pipe
Manufacturer / Supplier Warranty duration
- 50 Years
Thermostats
Manufacturer / Supplier Warranty duration
- 2 Years
Pipe
Manufacturer / Supplier Warranty duration
- 50 years
Exclusions
- Incorrect use
- On site damage
Warranty/Duration Offered by Company
- 50 years
Miscellaneous Items e.g. Tools/Testing Equipment
Manufacturer / Supplier Warranty duration
- 12 months
Exclusions
- Incorrect Use
Warranty/Duration Offered by Company
- Manufacturers warranty only
3iE thermostat, 4iE Smart Wi-Fi Thermostat and Type OTN-1991-WA
Manufacturer / Supplier Warranty duration
- 3 years
Exclusions
- Incorrect installation
- Not registered
- Consequential damages
Warranty/Duration Offered by Company
- Manufacturers warranty only
Tempo Digital Programmable Thermostat
Manufacturer / Supplier Warranty duration
- 3 years
Exclusions
- Incorrect installation
- Not registered
- Consequential damages
Warranty/Duration Offered by Company
- Manufacturers warranty only
Foil Heater
Manufacturer / Supplier Warranty duration
- 15 years
Exclusions
- Not registered within 30 days
- Not connected to RCD
Warranty/Duration Offered by Company
- Manufacturers warranty only
Underfloor Heating Inscreed Cable System
Manufacturer / Supplier Warranty duration
- 10 years
Exclusions
- Incorrect installation
- Consequential damage
Warranty/Duration Offered by Company
- Manufacturers warranty only
Undertile Heating System, Heating Mat and Heating Loose Wire System
Manufacturer / Supplier Warranty duration
Lifetime of the Floor
Installation Guarantee - if the customer makes a mistake and damages the new heater before tiling, Warmup will, if returned within 30 days, replace a pre-tiled heater with another heater of the same make and model for free. If the new heater is damaged during tiling, an engineer will visit free of charge on the first visit to attempt to repair the damaged heater for free.
Exclusions
- Not registered within 30 days
- Not connected to RCD
- Consequential Damages
Warranty/Duration Offered by Company
- Manufacturers warranty only
OUR RESPONSIBILTY TO YOU
Any damages, shortages or incorrect items 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.
We will not be responsible for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any indirect or consequential loss that is not reasonably foreseeable to both you and us when you commenced using the Website or at the time of the Order Confirmation. We will not be responsible for loss of earnings due to late deliveries or costs incurred for tradesmen. Unless the Products 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 associated losses. The independent assessor and customer must liaise with us prior to any remedial work being carried out. Failure to do so will negate any liability with regards to the floor covering and associated losses.
We do not in any way exclude or limit our liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation; or
- any other liability which cannot be limited or excluded by law.
COMPLAINTS:
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via their website:
http://www.disputeresolutionombudsman.org/membership/whichtrustedtraders/
ALTERATION OF SERVICE OR AMENDMENTS TO THE CONDITIONS
We reserve the right to make changes to our Website, policies, and these Terms at any time. If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.
EVENTS BEYOND OUR REASONABLE CONTROL
We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.
WAIVER
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.
GOVERNING LAW AND JURISDICTION
These conditions, the Contract and any disputes arising out of or in connection with them (including any non-contractual claims or disputes) are governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the non-exclusive jurisdiction of the English courts.
DELIVERY
For information on delivery costs and expected delivery times please see our Delivery Information page.
We rely upon the services of third party couriers, and whilst we endeavour to always deliver in a timely manner there are unfortunately a few occasions when the couriers fail to deliver on the appointed day. 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.
Pallet deals, Shower Trays, Lustrolite Panels, Heat Pumps and cylinders can be on a 3-5 day delivery.
Palletised Deliveries
Please be advised that due to the size and weight of large orders, they may be palletised to ensure your goods are delivered safely and securely. You will receive an email confirming this prior to the despatch of your order. All pallet deliveries are classed as kerbside deliveries. The goods will be delivered as close as possible to your front door. If the location is unreachable for any reason, such as a narrow street, up a flight of stairs, gravel drive, or any other obstruction, delivery will either be rescheduled or made as near to your property as possible. Unfortunately the driver is NOT insured to take the goods inside your property.
We strongly advise that at least two people are available to accept the delivery to carry the goods inside. If you have any queries regarding this please do not hesitate to contact the customer services team.
Please also bear in mind that we are underfloor heating distributors and not couriers. We pride ourselves on our service, and while that means that we despatch within 24 hours on a next business day service, the deliveries themselves are obviously outside of our control and are subject to variations in weather conditions, localised traffic issues or other factors that could disrupt the service couriers provide. In any event the delivery date will be within 30 days after the Order Confirmation unless we have made alternate arrangements with you.
We are therefore not responsible for any such delay or consequential loss, but we will of course track your order and do what we can both to keep you informed and to liaise with the courier to help get your consignment delivered on time. If you have any queries concerning your delivery, please do not hesitate to contact us. We work closely with our courier partners to ensure the best possible delivery service to all destinations while keeping the prices as low as possible. Please note; we cannot despatch orders, for customers who wish to use finance as their selected payment method, until we have received the final agreement. This may take up to 24 hours before completion, which means we cannot guarantee same day despatch as we can with alternate payment methods.
Shipments sent outside the European Union may be subject to import duties and taxes, which may be levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you; unfortunately we have no control over these charges and cannot predict what they may be. We are unable to reimburse any costs incurred regardless of the circumstances. For details of Customs charges please consult your own Customs authorities for the latest rates.
Please note that it is a legal requirement that we declare the full value of the Products (not including shipping charges) on all packages destined outside the European Union, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask, or expect us to do any of these things.
RETURNS POLICY
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 (see paragraph 8).
Products must be returned within 14 days of cancelling your order.
Items should be received in a reasonable condition, with all component parts, along with any promotional items received. You should also include your invoice and returns form.
WE CANNOT ACCEPT ANY RETURNED PRODUCTS WITHOUT A RETURNS FORM
You can return Products in the following ways:
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 returns@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
We will gladly replace any Products returned to us which are found to be faulty.
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, Self Levelling Compounds or 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 any way). 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 Products to you.
TERMS OF HEATING DESIGN, QUOTATION AND SALE
Please note: That all information / quotations supplied is given on the basis of information that has been provided to us and we cannot be held responsible for defects in the quotation or supply of equipment as a result of misinformation. Any technical information provided is given independantly in good faith.
All measurements and calculations are in accordance with the plans as provided to us at the time of design however, The Underfloor Heating Store cannot be held responsible for the accuracy of any detail as shown.
It is assumed that the minimum insulation standards of building to heated is accordance with the current Part L1A of the Building Regulations or better on new installations.
All system heat output figures are based on the performance data as shown in the current The Underfloor Heating Store Underfloor Heating Technical Installation Guide and have been calculated in line with BS EN1264 1-4.
No allowance has been made for any additional insulation materials that may be required under either the current Building Regulations or BS EN1264 1-4.
The pipe coil allocation that has been made in this estimate is based on the room size and connection length detail as entered in to the original design tool. Any substantial deviation away from the original design criteria may during the installation process may result in differing pipe circuit lengths and therefore potential pipe shortages.
In rooms with large areas of glazing and therefore higher levels of heat loss, some form of supplementary heating may be required during periods of exceptionally cold weather. If unsure, please check with an independent heating engineer who can run a SAP calculation for you.
In bathrooms and en-suites it is recommended that an additional towel rail is installed so as to compliment the underfloor heating system when necessary.
For the purposes of this design it is assumed that the overall floor resistance value of any floor coverings do not exceed 1.5 Tog (0.15m2K/W).
CUSTOMER SATIFACTION SURVEY COMPETITION TERMS
Only a single entry per email address per month will be accepted, multiple entries will be excluded.
Entries made online using methods generated by a script, macro or the use of automated devices will be void.
No responsibility can be accepted for entries lost, delayed or corrupted, or due to computer error in transit.
The prizes are as stated, are not transferable to another individual and no cash or other alternatives will be offered.
The winner is(are) responsible for expenses and arrangements not specifically included in the prizes. Prizes are subject to availability.
The Underfloor Heating Store reserve the right to amend or alter the terms of the competition at any time.
In the event of a prize being unavailable, The Underfloor Heating Store reserves the right to offer an alternative prize of equal or greater value.
Unless stated otherwise the winner will be drawn at random from all entries on the last friday of each calendar month.
Reasonable efforts will be made to contact the winner. If the winner cannot be contacted or does not claim their prize within 28 days of initial winning confirmation, or is unable to comply with these terms and conditions, The Underfloor Heating Store reserves the right to offer the prize to the next eligible entrant drawn at random.
Confirmation of the prize will be made via email to the winner. Acceptance of the prize must be made within 28 days from the receipt of said email
Where applicable, the decision of the judges is final based on the criteria set out in the promotion and no correspondence will be entered into over this decision. Competitions may be modified or withdrawn at any time.
TRADE ACCOUNTS
Valid proof of company ownership is required before a trade account can be established.
All pallet deal products are excluded from our trade discount schemes.
Silver Trade Accounts
Silver trade accounts will benefit from a 10% discount across the entire product range available on our website.
Gold Trade Accounts
Gold trade accounts will benefit from a 20% discount across the majority of products available on our website. Products with the following brands will only be discounted by 10%; Polypipe, Warmup, Devi, Nest or John Guest. This reduced 10% discount also applies to all Heat Pumps, Boilers, Cylinders and Solar panels.
SPEND & SAVE AND ALL OTHER PROMOTIONS
Spend and save promotions, alongside other promotions run on store qualify for the strong majority of the stores product range EXCEPT air source heat pumps, boilers, cylinders, solar thermal products and the John Guest product range.