Shipping and Returns Policy

Orders will be processed and delivery arranged in accordance with the information provided by you. Therefore it is important that accurate information is entered and in full as any claims as a result of delays in processing, failure to deliver or delivered to an incorrect address as a result of information you have provided, will not be considered.

Service

Our delivery schedule for small parcel items is next working day subject to your order being received and processed prior to 11am the same day. Confirmation of the delivery date will however be provided at the time of order. Larger palletised orders are also available for Next Working Day service subject to location and time of order received and processed. Whilst every effort is made to maintain this schedule we cannot guarantee the delivery in the event of any unforeseeable circumstances that may result in an affect in our delivery service.

Delivery Times

Unless otherwise stated at the time of order, delivery times cannot be provided and so deliveries will be made within UPS normal delivery hours of 9am to 5pm Monday to Friday.

Returns

Any damages or shortages must be reported to us within 24 hours of signing for your delivery. After this time we will not accept responsibility for any missing or damaged products. Any items being returned must be unused with its original packaging, in a saleable condition and with all component parts.

All returnable items must be accompanied with a ‘Notice of Return’ Form which is available by emailing our Customer Service team at info@underfloorheatingsuppliers.com. Any item returned to us which is found to have been used will not be processed for a refund and any subsequent return carriage charges will be liable for payment by you.

No refunds after 28 days from delivery.

Non-damaged items including goods that are no longer required may be eligible for refund providing that the goods to be returned have not been custom made to your specific specifications, are perishable or have in any way been opened or installed. To see whether you are eligible for a refund please contact our Customer Service team atinfo@underfloorheatingsuppliers.com quoting your order number and reason for refund request. You may also contact us by phone on 01799 550 222.

Any agreed refund will be made to you within 3 to 5 working days from when we receive the item.

Cancellations

As a trade or consumer customer you are entitled to cancel your order within 7 days from placing the order via the website.

The right to cancel and order does not however apply if goods have already been delivered and opened or partially installed. Orders cannot be cancelled if it has been made to your specification or any products that are perishable or become mixed inseparably with other items after delivery.

To cancel an order, please email our Customer Service team at info@underfloorheatingsuppliers.com quoting your order number and reason for cancelling. You may also contact us by phone on 01799 550 222. Please note that any goods that have already been delivered and being returned for reasons other than a faulty product will be subject to a return carriage charge which will be deducted from any refund. It will also be your responsibility to ensure that the returning items are packaged securely for transport.

We may also make a deduction from any refund whereby there is a loss in value for the product supplied whereby the loss is as a result of any unnecessary handling by you.

Refunds

Where a refund has been granted, payment will be made within 3 to 5 working days after the item has been returned to us.