Shipping & Returns

PLEASE NOTE:   Damaged orders or shortages must be reported to us within 3 days of signing your delivery. After this time we cannot process any claims for lost or damaged items.

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 the correct information immediately to info@theunderfloorheatingcompany.co.uk. This email is neither an invoice nor a formal acceptance of your order

Payment Methods
Credit & Debit card payments are accepted through out website payments are made through our secure payment terminal hosted by Worldpay. We also accept payment by bank transfer and online payment links.

Shipping Destinations
UK mainland shipping, overseas and EU destinations, including France, Spain, Italy, Germany, Sweden. Please contact us for more information about EU destinations if your country is not listed.

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 refund or exchange will be provided. No refunds or exchanges will be given 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.

We do not cover the cost of replacing floor coverings in case of fault after floor coverings have been installed.

Returns policy
You have the right to cancel your order free of charge, providing it has not been either packed or dispatched, prior to you notifying us of your wish to cancel.

You have the right to cancel the order after receipt providing you inform us via email within 7 days of receipt.

Returns cannot be accepted after 30 days from the purchase date.

To return an item you must complete our returns form.

Cancelled orders must be returned to us within 14 days of receipt at your own expense. The order must be in the box/packaging that it was delivered to you in and must not be used or damaged. A restocking fee of 25% will be payable for each item; this will be deducted from your refund. The re-stocking fee reimburses us for the initial postage cost paid by us, testing and packaging and administration costs. All refunds will be credited back to your card or whatever means you have used to pay for your order in the first place within a 15-working day period.

All deliveries should be inspected by the purchaser upon arrival at the delivery address. Any damaged or missing items should be reported to us within a reasonable time, or within 3 working days of receipt.

All returns shall be in the same condition in which they were delivered to you.

On the rare occurrence that a customer suspects a product to be faulty, the customer must inform The Underfloor Heating Company immediately by email, supplying details of original invoice number and a description of the suspected fault. If under warranty, a suspected faulty item must be returned to/or as requested by, The Underfloor Heating Company for testing. Upon receipt and testing, and on the occasion a fault be found, a repair/replacement will be arranged and forwarded to the customer. If after testing a non manufacturing fault is not found and the fault is deemed due to improper installation or handling, a full refund/replacement will not be issued and the goods returned to the customer at their expense. If a refund is outstanding, the cost of shipping will be deducted from the refund total.

To return an item you must complete our returns form.

30 Day Money Back Guarantee 

• After cancelling your order goods must be returned within 14 days
• All goods must be returned unused and in a saleable condition
• Goods must be in the original packaging and include all related parts
• No returns can be accepted without having submit a completed returns form
• All returns MUST include a copy of your RMA number (received after completing the returns form)

WE CANNOT ACCEPT ANY RETURNED GOODS WITHOUT AN RMA NUMBER

Faulty Goods

• All goods must be received in reasonable condition
• All related components must be included
• All returns must include a copy of your RMA number

We have a back to base Warranty meaning we require all faulty items to be returned before we will issue any replacements. If you decide to buy an advanced replacement then this must be purchased within 7 days prior to submitting a returns form. If the item(s) are confirmed to be faulty by our Returns team, then a refund will be given.

Unwanted Goods

• Items must be returned within 30 days of delivery- no refunds after this date
• Heating mats or cable must not be cut or unrolled

Items That Cannot Be Returned

• Bespoke items made to your specification: wet rooms, heat pumps, cylinders, carbon film kits
• Perishable goods: all types of adhesive, primers, levellers, screeds
• Individual kit components (electric or water)

Delivery Schedule
All products on the website are sent by standard next day delivery. Non stock or temporarily out of stock items will be back ordered for you and carry standard 3 day delivery schedule. You will be notified of expected delivery date and given the option to cancel your order if you would rather not wait.

Next working day delivery only applies to UK addresses providing all orders are received and processed prior to 1pm. Orders placed after 1pm on Friday and before 1pm Monday will be scheduled for delivery on Tuesday to the chosen delivery address.

All website orders will be delivered to the address the buyer input into the Shipping Address during the checkout process. The Seller (The Underfloor Heating Company) does not carry extra delivery charges for re-delivery if the wrong shipping address is input and not corrected either by email or phone before 3pm on the day of purchase. After 2pm the buyer will carry any charges for re-delivery to the correct address.

If the Buyer (the customer) fails to take delivery of the goods then, without limiting any other right or remedy available to The Underfloor Heating Company, the Seller (The Underfloor Heating Company) may store the Goods until actual delivery and charge the Buyer for the reasonable costs (including insurance) of storage together with the cost of re-delivery. If the buyer chooses to cancel a delivery after the order has been dispatched and then returned to the seller, the seller may deduct delivery costs from any credit due to the buyer.

Risk of damage to or loss of the Goods shall pass to the Buyer, in the case of Goods to be delivered at the Buyer’s premises, at the time of delivery or, if the Buyer wrongfully fails to take delivery of the Goods, the time when the Seller has tendered delivery of the Goods.

Notwithstanding delivery and the passing of risk in the Goods or any other provision of these Terms, the property in the Goods shall not pass to the Buyer until The Underfloor Heating Company has received in cash or cleared funds payment in full of the price of the Goods together with any charges in respect of VAT, carriage, insurance, storage and delivery.

All orders are shipped with next working day shipping and carry a standard charge of £6.00 inc VAT.

Saturday deliveries are available although an additional delivery charge will apply. Price will depend on UK postcodes.

Orders dispatched to addresses outside of the UK will incur separate delivery charges. For larger orders such as pallet deliveries dispatched to addresses outside of the UK, these may incur additional delivery costs to those detailed on your order and we may contact you to advise of additional delivery charges prior to dispatch.