UK Delivery, Returns & Refunds

Delivery via DPD Local, DHL and Pallet. 

Orders placed before 3 pm Monday to Thursday or 2 pm Friday will be dispatched for next working day delivery. Should we have stock restraints in your order we will notify you. Any orders placed after 3 pm Monday - Thursday or 2 pm Friday will be processed and dispatched the next working day.
Charges for delivery are calculated at in the basket before you head to the checkout. Some postcodes may attract an additional charge. Orders over £20 have free delivery. An order under £20 attracts a charge of £8.50 exc VAT. 
Bulk items or pallet deliveries are priced separately and unless otherwise agreed are on a 3-5 working day turnaround.  We will advise if this is the case.

Our return and refund policy shall apply to both consumer and B2B sales.

We want you to be happy with your purchase but we appreciate that sometimes you may change your mind. If you do change your mind within 30 days from the date you purchased your item we will refund it (excluding postage costs) to the original payment method.  When returning your purchase please do so in its original packaging, proof of purchase and we'll refund or replace it. If changing your purchase for another product the difference will be charged or refunded. If delivery was delayed due to being out of stock you have 14 days from when you receive your item to decide to cancel. You are responsible for all items until they reach us.

 If there are any shortages or damage to your purchase you must advise us within 48 hours. All unwanted items must be sent back to us within 30 days of delivery. No refunds or exchanges will be made after this time.

We are unable to accept returns for items:

 - made to measure

 - that have been personalised

 - that are outside of the 30-day return policy.

- that are faulty due to damage caused by something you have done. 

 - that have been ordered outside of our stock list or especially for you.

- that are considered perishable. This includes levelling compounds or adhesives.

- that have been used. Electric cable or mats that have been rolled out in any manner or thermostats that have been mounted/wired or used. 

Once you purchase has been returned to us it will be inspected to make sure it isn't damaged or has been used. This may see the need for it to be sent back to the manufacturer or supplier for inspection. We will advise you of that once we have your purchase back with us.  Once we start to process your return it can take 10 working days for any refund to appear on the original payment method.

We may charge a re-stocking fee if a business has purchased an item and we agree to have it returned outside of the 30-day return policy. 

Faulty Items

If your purchase develops a fault please contact us. Underfloor Store will cover the costs for you returning any items excluding expedited or special delivery services.

Your right to cancel

You have 14 days after delivery to cancel your purchase and then a further 14 days to return them to us. All postage costs will be payable by you for the return. Responsibility for any items is with you until they reach us. If we are installing underfloor heating you have a ‘cooling-off’ period of 14 days to cancel from accepting a quote. After the 14 days, there are no cancellation rights for any installation. unless otherwise agreed in writing. For more details on your consumer rights please visit Citizens Advice here .







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