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0800 141 2643

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Shipping and Returns

Any goods that are damaged or have missing products must be reported inside a 48-hour window, starting immediately after your delivery has been signed for. Responsibility won't be accepted for any loss or damage after this time. If you use our automated system to order products, you will receive confirmation by email. Check that the details are correct and email us immediately if there are any errors. Please note that the email is not an acceptance of your order or an invoice.

Methods of payment

You may pay for goods by telephone using major credit/debit cards, by PayPal or online payment. Orders that exceed a certain limit will be delivered to the account holder’s address.

Destinations

Most countries in Europe.

Refunds

Although we make every effort to meet the demands of our customers, it may be necessary to vary or cancel an order due to strike, war, acts of God, fire, labour dispute, lockout, drought, flood or any other occurrence that is out of our control. An exchange or full refund will be made if the goods are returned fully intact, with stickers and tags intact and in the original condition. If any stickers or tags have been removed, a full refund or exchange will be refused. If a product is faulty, we will offer an exchange or full refund.

Return products using recorded delivery and first class post to our standard address. The products are your responsibility until they have reached our address. However, costs for returning a faulty product will be reimbursed by us. Any losses, or the costs associated with replacement floor covering, will not be refunded by us unless an independent assessor verifies that the product is faulty.

Delivery

All orders received and processed before 3pm will be delivered the next working day. Delivery to some European destinations will incur an extra charge and could take up five working days. It may take up to seven working days for a refund to appear on a credit/debit card statement. If items are out of stock, they will be ordered for you and an estimated date of delivery will be notified to you by email. You have the option to cancel your order if this is not suitable.

Returns policy

30-day refund guarantee

Return all goods in their original packaging, unused and saleable, with all items intact. Any promotional items should also be returned. A returns form should be completed and included with your package, including your invoice number, so we are able to process your refund.

You may cancel an order within 14 days of the delivery. When you cancel and return an order, it must be received by us within 14 days of the cancellation date.

Faulty products

All items should be returned to us in a reasonable condition, with all components and any promotional items included. A returns form and invoice should also be included.

Without a returns form, returned goods will not be accepted.

Any faulty products will be replaced by us. If an item is unwanted or has been ordered in error, they must be returned within 30 days to be exchanged or for a refund.

Self-levelling compounds, grout or tile adhesive cannot be returned, as they are considered perishable and must be stored in the correct environment. Bespoke items, including Lustrolite wall panels or shower screens for wet rooms, may not be returned as these have been manufactured to your specifications. We are not responsible for the storage of goods once they have been received by you.

All cables and mats that are returned to us must be in their original condition. If any goods have been used, we will not accept responsibility for them and a charge will be made for returning the items.

How to return an item

You may return items in person to our store. The address is:

Unit 5
Sovereign Park
Cranes Farm road
Basildon
Essex
SS14 3AD

Bring the returns form you have completed and we will process it for you.

You may return goods by registered post. The unwanted products can be mailed to:

Underfloor Heating Direct
Unit 5
Sovereign Park
Cranes Farm road
Basildon
Essex
SS14 3AD

Your invoice number must be provided on a returns form, so we are able to process your refund.

Goods may be returned to us using carrier collection. If an item sent is incorrect, you may phone us on 0800 141 2643 and provide your invoice number, or you may email us at returns@underfloorheating-direct.com, providing your invoice number. You can either return the goods to us by registered post and we will refund the cost, or we can arrange collection from you.

If a large item is unwanted and you require us to collect it, £10 will be charged for each parcel. Parcels must not weigh more than 30kg. Pallet collections are priced on a per-job basis or individually.

Download Returns Form

365 Day Exchange Policy*

Underfloor Heating Direct 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 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 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.