Returns & Refunds

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 after receiving your order. You then have a further 14 days to return the item to us. Your right to cancel starts on the delivery of your order. Damages or shortages must be reported to us within 3 days.

If you’ve placed a one-off order for several different items that will be delivered at different times, your cooling-off period starts the day after the last item is delivered.

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. Please contact us before returning an item that is faulty or wrong.

If you have requested us to install an underfloor heating kit you have 14 days to cancel. Your cooling-off period will begin the day after you give the go-ahead for the work to be done. If you ask for the installation to be provided during the cooling-off period you’ll have to pay a part of the agreed price.

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:

 - Perishable items such as levellers, primers and adhesives

 - Items that fall outside of our 30 days return policy

 - Items that are ordered outside of our catalogue

 - Items ordered to specific requirements such as preinsulated pipe

 - Electrical items that have been installed unless faulty

 - Electric underfloor heating mats or cables that have been opened or rolled out.

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.