ORDER BY 2 PM FOR NEXT WORKING DAY DELIVERY ON STOCKED ITEMS

Returns & Refunds

We want you to be happy with your purchase. We understand that sometimes you will change your mind or things go wrong. Below we set out how we will deal with items you no longer want or that develop a fault. When returning all or part of your order please include your packing list with a reason for your return to process your request as quickly as possible. All items returned must be as new and in a condition that allows them to be sold.

To get in touch with us concerning a return please send an email to returns@underfloorstore.co.uk or via WhatsApp. When contacting us, please advise us of your order number and what items you wish to return. A returns form will be sent to you along with the address for sending back your items.

Change of mind

If you change your mind you have 14 days from the date you receive your order to advise us you wish to cancel and a further 14 days to have it returned to us. Your change of mind period begins when your full order is received by yourself or any nominated person/third party. You will be liable for the costs involved in getting any item back to us. There are some circumstances where we are unable to accept your item.

- Perishable items such as levelling compounds, primers, and adhesives

- Items that fall outside of our 30-day return policy

- Items that are ordered outside of our catalogue

- Items ordered to specific requirements such as Uponor pre-insulated pipe once cut

- Electrical items that have been installed unless faulty

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

Returning Faulty products

Sometimes things do go wrong and we want to have them dealt with as quickly as possible for you. If an item develops a fault:

- Within the first 30 days, we will exchange it or refund your order subject to inspection

- Outside of the first 30 days but within the first 6 months, we will attempt to have the item repaired or replaced upon inspection. If this is not possible you have the right to a full refund or should you wish to keep the item a partial refund.

- If a fault develops outside of 6 months the item would need to be inspected.

Items returned due to non-payment of import duties will be deducted from any refund due.

Loading