Return policy

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Shipping And Returns

From The 1st August 2020 We are reverting back to our original 30 days return policy.

Please note that all orders placed on or after the 1st August 2020 will carry a 30 days return policy.

For orders placed between the 1st March 2020 and 31st July 2020 the extended 90 days return policy remains until the 90 days expires.

Any damages or shortages 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.

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 us immediately. This email is neither an invoice nor a formal acceptance of your order.

30 days 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 canceled within 14 days of delivery.
  • Goods must be returned within 14 days of canceling your order.
  • We will gladly replace any goods 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 or Self Leveling Compounds/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 (ie; not unrolled or cut in anyway) 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 goods.

Ways to return

· Return to our store in person

Due to the current situation regarding COVID 19, unfortunately we are unable to accept any returns in person. All returns must be sent back by post/courier to allow for a 48 hour quarantine period .

Apologies for any inconvenience caused

· 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 with your invoice number. We will arrange collection or you can return the item(s) by registered post (we will refund the postage cost).

Payment Methods:

Online payment, PayPal, by telephone with all major credit/debit cards. NB; orders over a certain limit must be shipped to cardholders address..

Shipping Destinations:

Most EU countries.


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, Labor 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 full refund or exchange will be provided. No refund or no exchange 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.

Unless the goods 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 consequential losses.

Returns and refunds can take up to 14 days to process from receipt of goods.

Shipping and Returns


All orders are covered by a 30-day return policy.

You can report any damage or deficiency within 48 hours of receipt by signing. We are not responsible for notifications beyond this hour.

It is important and necessary that you check the accuracy of the details in the e-mail you will receive after the order you have created through the automated system, and if you detect an error, you notify us by e-mail. The confirmation email cannot be used as an invoice or official acknowledgment of the order.


30-Day Money-Back Guarantee


Items to be returned must be unused, in salable condition and in their original packaging. It must be returned with all component parts and any promotional items received. For a refund, a return form is required along with the invoice.

You can cancel your order within 14 days after the delivery date. You must return the canceled order within 14 days. If a defective product is detected, the product will be replaced with a new one.


The Product Cannot Be Returned Without a Return Form


No refunds or exchanges can be made for products 30 days past the delivery date.

Tile adhesive or self-leveling compounds/joints are not within the scope of returns as they are perishable products. Special made-to-order items such as wet room shower curtains or Lustrolite wall panels are also non-refundable. We are not responsible for the storage of returned products that do not comply with the terms.

All mats/cables to be returned must be in their original condition, unopened or cut in any way. Used items are not eligible for returns, and you are responsible for shipping them back.


Return Forms


You can send the product to our store via post/courier. The return form must be accompanied by the invoice number, along with the return product you will send to our address.

If you have received a wrong product other than the one you ordered, you can call us from our phone number or send an e-mail to our e-mail address. At this point, postage is our responsibility.


Payment options


You can make your payments with all credit/debit cards or online.


Where Do We Ship To


We ship to many countries. For detailed information, you can contact us by phone or e-mail.




A full refund will be made in cases where the label of the returned products is not removed. No return or exchange can be made on the product with the tag removed. The products you want to return must be delivered to us safely, you are responsible for the products that cannot be delivered. The cost of returning the defective product will be borne by us.

Unless the defect is detected by the expert, the replacement cost of the tiled floor is not covered by us.

Resends or refunds of returned products we receive will be processed within 14 days.

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