Returns Policy

Our Returns and Exchange Policy is set out to provide our customers with a simple and clear procedure and is as follows:

We must be notified of any damages, defects, or shortages within 7 days of receiving your goods via email (to provide both parties with written notification).

Any unwanted items or items ordered incorrectly must be returned within 30 days of delivery. All returns must be sent back with a copy of the original invoice. Unwanted goods, exchanges, and refunds must be returned in their original condition. Any items found used, or damaged cannot be refunded.

Refunds will be processed within 7 days of receiving and inspecting goods.

We cannot refund Self Levelling Compounds, or Tile Adhesive or accessories sent as part of a kit. All return postage costs must be paid by the customer.

All returned mats/cables must be in the original condition on return (i.e.; 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.

We suggest sending items via courier, or recorded delivery, to ensure it is signed for on return. If items are sent back as damaged, we will refund postage on receipt of payment.

Return Address:

Please return the items (with all accessories) back to:

Underfloor Heating Express

Unit 19 Enterprise Industrial Estate

Bolina Road, 

London, SE16 3LF

United Kingdom

Enclose your name, email address, and contact phone number, stating you want a refund.

Please enclose order number: 200000XXXX