Underfloor Heating Systems

Refund and Returns Policy

At The Underfloor Heating Expert, we strive to make our returns and exchanges process as simple and clear as possible. Below is a summary of our policy:

Missing or Damaged Items – Notification within 48 Hours

Please report any damages or missing items within 48 hours of receiving your delivery.

If you receive an item that is damaged, defective, or incomplete, please notify us within 48 hours of receiving your goods via email. This allows us to ensure that both parties have a written record of the issue.

Return within 30 Days

• All returns must be initiated within 30 days of delivery.
• Damaged, unwanted, or incorrectly ordered items must be returned within this time frame.
• Please ensure that all returns are accompanied by a copy of the original invoice/order number.
• The returned items must be in their original condition. We cannot accept returns for used or damaged items.
• Refunds will be processed within 7 days of receiving and inspecting the returned goods.

Return Postage

The customer is responsible for return postage costs. To ensure a safe return, we recommend using a courier or recorded delivery service to confirm the item is signed for upon return.

For any questions regarding returns and refunds, feel free to contact us directly.

Replacements

If your item arrives damaged or you discover a manufacturing fault within 48 hours of receiving your order, you are entitled to a replacement. To request a replacement, please contact our customer service team with details of the issue, including photographic evidence if possible.

Once notified, the item will be returned to our warehouse for inspection and testing, after which a replacement will be sent to you.

Return of Unwanted Items

If you wish to return an unwanted item, please contact our customer service team to inform us of your decision. Kindly note, customers are responsible for the return shipping costs, as we do not offer a collection service for unwanted items.

We aim to ensure a hassle-free experience for all our customers and are happy to assist with any questions or concerns you may have.

Thank you for choosing The Underfloor Heating Expert.