Shipping & Delivery Policy

Important – Damages & Shortages

Please report any damaged or missing items within 3 days of delivery.

After this time, we’re unable to process claims.

Order Confirmation

Once you place an order, you’ll receive a confirmation email.

Please check all details carefully and contact us immediately at sales@theunderfloorheatingcompany.co.uk if anything needs correcting.

Where We Deliver

• UK Mainland
• British Isles and Highlands may be subject to additional charges

If your country isn’t listed, please contact us and we’ll confirm availability.

Delivery Times

• In-stock items: Next working day delivery
• Non-stock items: Typically dispatched within 3 working days

Cut-off time:

• Orders placed before 1pm are dispatched the same day
• Orders placed after 1pm Friday are scheduled for delivery on Tuesday

We’ll always notify you if there are delays and give you the option to cancel.

Delivery Charges

• Standard next day delivery: £10.50/ 2-3 days: £7.50
• Pallet deliveries: £55.00 next day/ £35.00 2-3 days
• Saturday delivery: Available at an additional cost, postcode dependent
• International orders: currently unavailable

Delivery Address

Orders are shipped to the address entered at checkout.

If an incorrect address is provided and not updated before dispatch, any re-delivery costs will be the customer’s responsibility.

Missed Deliveries

If delivery cannot be completed:

• We may store the goods and charge reasonable storage and re-delivery costs
• If an order is cancelled after dispatch, delivery costs will be deducted from any refund

Returns & Refunds

• Items must be returned unused, in original condition, with all tags or stickers intact
• Returns are the customer’s responsibility until received by us
• Damaged items that cannot be resold will not be refunded
• We recommend using a tracked service and the same method items were received (pallet/parcel)

Important:

• No refund will be given if tags or stickers have been removed
• Return shipping costs are only refunded for defective items

Floor Coverings

We do not cover the cost of lifting or replacing floor coverings if a fault is discovered after installation.

Ownership & Risk

• Goods become your responsibility once delivered
• Ownership transfers once full payment has been received