Returns & Refunds

Changed your mind? No problem!

Under the Consumer Contracts Regulations 2013, you can cancel your order at any time from the moment you place it until 14 days after receiving it - this is often called the cooling-off period. You then have a further 14 days to return any items from your order us.

How to Cancel

To cancel part or all of your order, simply contact us within the 14 day window by email at theteam@underfloorstore.co.uk or Chat with us on WhatsApp and quote your order number.

Once you inform us, you will have a further 14 days to return the items.

Important Information

Return requests made after the cooling-off period (14 days) cannot be accepted.

Returns received after the 14-day return window will be sent back at your expense.

Items must be unused, undamaged, and in resealable condition to qualify for a refund.

Items We Can't Accept for Return

We're unable to accept returns for the following:

- Perishable items such as levelling compounds, primers, and adhesives.
- Unwanted items returned after 14 days.
- Non-catalogue / special order items (identified by an 'S' followed by a number on your invoice).
- Customised Items, such as cut-to-length Uponor pre-insulated pipe.
- Installed electrical items (unless faulty).
- Electric underfloor heating mats or cables that have been opened or unrolled.
- Items damaged during transit.

Reason for Return	Notification Period	Need to Know	Who pays the return costs
Unwanted	14 days from delivery, then a further 14 days to have any item returned to us	Any items must be in new condition and unused. By 10:30 or by 1,2, delivery costs are non-refundable	Customer
Damaged in Transit	Within 48 hours	Please provide images to show the damage. On return, items will be assessed	Refund up to Royal Mail standard delivery once the fault is confirmed
Faulty - First 30 days	Within 30 days	Items need to be returned for inspection by the manufacturer	Refund up to Royal Mail standard delivery once the fault is confirmed
Faulty -30 days to 6 months	30 days to 6 months	Upon inspection, any items will be repaired or replaced	Refund up to Royal Mail standard delivery once the fault is confirmed
After 6 months	6 years	Any fault needs to be shown as present at the time of purchase	Refund up to Royal Mail standard delivery once the fault is confirmed

All other terms and conditions apply. This does not affect your statutory rights. Business customers may be subject to fees for returning all or part of their order.