Delivery, Refunds & Returns

Delivery to the UK

We offer free next working day delivery on all orders placed before 3 pm (Monday – Thursday) or 2 pm (Friday), over the value of £20 to any UK mainland address. Please note that this excludes the Channel Islands and Eire.[O1] 

All other orders under £20 will incur a postage charge of £8.50 ex VAT. Some postcodes may attract an additional charge

All orders received after 3 pm on a Friday (including weekend orders) will be despatched on Monday for a Tuesday delivery. Bank holidays are treated in the same way as a non-working day.

We can also arrange bulk items or pallet delivery on a three-day delivery service. Costs will vary depending on the size of the order, so please contact us for details.

Delivery to EU and Rest of World

We are happy to offer a 1-5 working day delivery to mainland Europe and most international countries. Additional carriage charges will apply.

Orders placed after 3pm are despatched the next working day, so any orders received after 3 pm on a Friday will be sent from our warehouse on Monday for a 2-5 working day delivery.

Shipping costs are calculated via height, weight and depth and will be attributed to the size of the order. Once your order is placed, we will email you with a confirmation of the shipping cost.

Please email us at for all carriage quotes.

Whilst we are able to deliver outside the EU, please note that deliveries exiting the European Union can be subject to additional import duties and taxes when they arrive at their destination. We do not take responsibility for any customs charges that are levied in countries outside of the EU, and any such costs must be met by the customer.

If clearance forms are required for the product’s entry into the destination country, these must also be completed and filed by the customer. We would recommend that you investigate any additional charges this may incur, as we are unable to reimburse these costs.

All deliveries are subject to stock availability Our full terms and conditions are available here

Returns Policy

We want you to be happy with your purchase, however, we understand that sometimes you will change your mind.

If you wish to return an item that you no longer want, you must notify us within 14 days with your intention to do so. You then have a further 14 days to return the item to us.

You are liable for the cost of returning a product to us unless we have delivered the wrong item or it is faulty. We will only cover reasonable costs for the return of faulty or wrong items. If we collect items that have been ordered incorrectly, there will be a charge. This will be notified to you before any arrangements are made.

Mat or cable kits must be returned in the original condition, unused and in their original packaging. Any kits that fall outside of this will be sent back to you and no refund will be processed.


Items that are excluded from the Returns policy:

-          Made to measure such as pre-insulated pipe, cut to order

-          Perishable items such as levellers, primers and adhesives

To request a return, please email us at or call us on 0330 1232231.


Faulty Products


If any items you have purchased develops a fault within the first 30 days, we will exchange it for you or provide a refund.

Any electrical items that develop a fault will be inspected by the manufacturer before any refunds are processed.
For faulty items that are returned outside of the 30 days but within the first six months, we will attempt a repair or replacement. If an attempt at repair or replacement has failed you have the right to either a full refund or a price reduction should you wish to keep the item. If a fault is discovered after 6 months, Underfloor Store or the manufacturer will inspect the item.


Refunds Policy

Monies will be refunded within 5-7 working days to the original method of payment.


Once we have received your request for a return, we will process the refund or exchange as per our terms and conditions. If there is a re-stocking fee, this will be advised to you before we process the refund.


Any difference in price for an exchange will be calculated and charged or refunded as appropriate.