|The Floor Heating Warehouse Ltd. are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.
All online products are in stock in our UK warehouses (any products out of stock are temporarily removed from our website.
We deliver your order right away.
All online products are in stock in our UK warehouses.
Delivery of the Goods shall be made by The Floor Heating Warehouse to the address of the Buyer as stipulated on the Order. A signature indicating safe receipt of the Goods may be required on delivery or collection. In the circumstance where no persons may be at the address, we recommend that a note is left for the courier advising them to deliver to a direct neighbour, or, of a safe place to leave the goods. However please note that in the circumstance that a note is left advising the courier to leave the delivery with a neighbour, or, of a safe place to leave the goods, this is done entirely at the purchasers risk and The Floor Heating Warehouse cannot be held responsible for any lost, or missing items in these cases. Leaving a delivery unsigned is at the couriers discretion and we cannot guarantee that goods will be left if nobody is available to sign for receipt, whether you have advised us of this previously or not. If our courier attempts delivery but no person is at the property to sign for and receive the goods and the courier is not satisfied that the items will be safe if left without a signature, then the items may be returned to the local couriers depot. We can then supply courier contact and consignment details for customers to re-arrange delivery at a convenient time, however any redelivery costs will be at the customers expense. If the courier attempts delivery at the address as requested on the original order, but delivery is refused at this address and a new delivery address is requested, then The Floor Heating Warehouse reserves the right to invoice the customer for any re-delivery cost that it is charged by the courier above and beyond the charge it would have incurred for delivery to the address on the original order.
RESTRICTED DELIVERY ACCESS: The customer must inform us immediately via telephone or email if access to their delivery address is restricted to smaller delivery vehicles or access is restricted for any other reason. If The Floor Heating Warehouse have not been informed by the customer in sufficient time to enable a smaller vehicle to be arranged to deliver the goods, then the customer may be liable for a re-delivery charge if a re-delivery using a smaller vehicle is required.
If the Buyer fails to take delivery of the Goods then, without limiting any other right or remedy available to The Floor Heating Warehouse, the Seller (The Floor Heating Warehouse) may store the Goods until actual delivery and charge the Buyer for the reasonable costs (including insurance) of storage together with the cost of re-delivery. If the buyer chooses to cancel a delivery after the order has been despatched and then returned to the seller, the seller may deduct delivery costs from any credit due to the buyer.
Risk of damage to or loss of the Goods shall pass to the Buyer, in the case of Goods to be delivered at the Buyer’s premises, at the time of delivery or, if the Buyer wrongfully fails to take delivery of the Goods, the time when the Seller has tendered delivery of the Goods.
Notwithstanding delivery and the passing of risk in the Goods or any other provision of these Terms, the property in the Goods shall not pass to the Buyer until The Floor Heating Warehouse has received in cash or cleared funds payment in full of the price of the Goods together with any charges in respect of VAT, carriage, insurance, storage and delivery.
Free Next Working Day Delivery applies to UK Mainland delivery addresses only and orders must be placed before 1.00PM Monday to Friday. All orders placed after 1.00 PM Friday and before 1.00 PM Monday, will arrive at the delivery address on Tuesday. Saturday deliveries are available although an additional delivery charge will apply. Orders despatched to Channel Islands will be charged exclusive of VAT or in the case of an online order, the VAT will be refunded in full upon our processing of the order. Orders despatched to addresses outside of the UK Mainland may incur a minimal delivery charge. For larger orders such as palleted deliveries, to be despatched to addresses outside of the UK Mainland, these may incur additional delivery costs to those detailed on your order and we may contact you to advise of additional delivery charges prior to despatch. Free UK Delivery applies to orders delivering to UK Mainland with a total value of £69.00 or more excluding VAT. For orders with a value below £69.00 excluding vat, a £7.50 fee will be applied. This is not a delivery charge but instead is a charge to cover our costs for the picking & packing labour/packaging materials, associated to the despatch of smaller orders.
Your order will be delivered via a 3rd party courier or delivery service on a Next Day Delivery Basis. We recommend that you ensure you have received your order prior to booking any installers, screeds etc. Any dates quoted for delivery of the Goods are for guidance only and The Floor Heating Warehouse shall not be liable for any delay in delivery of the Goods howsoever caused.
This next day service also applies to Ecofilm kits, providing we have received a satisfactory floor plan, detailing all room dimensions and relevent information, before 1.00PM on the day the order is placed.
Please CHECK the delivery immediately upon receipt. You must contact us and report any damaged, faulty or missing items within 48 hours of receipt. It is important that you check all deliveries as The Floor Heating Warehouse Ltd. will not accept responsibility for any damaged, faulty or missing items reported after this 48 hour period. Please be sure to sign the Delivery Order Note in the presence of the Delivery Company representative to indicate your delivery has been received. Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. In the event that there are missing, damaged or incorrect packages, please retain the item(s), indicate the problem on the Delivery Note and contact us via email at firstname.lastname@example.org within 48 hours of your delivery. A signed delivery receipt, without notations of missing, damaged or incorrect item(s) represents your acceptance of the complete order in perfect condition.
If you believe your received products are not as described you have the right to return them within 4 weeks – However if you have used the items, either partially or fully, then this assumes your acceptance of the goods and in this case they are not acceptable by us as a return. Any returns must be received by us in the same as new and unused condition as described in this section. It is the customers responsibility to check all supplied materials prior to installation. Once installation of the products has commenced on site, The Floor Heating Warehouse cannot be held responsible for any claims, including labour install/re-install costs, for reported damaged, missing, incorrect or not as described components.
|Tax Charges For orders made from the UK or the European Union, 20.0% VAT is added. All other orders are VAT free.
|Credit Card Security When the order is placed you will be directed to the Secure Payments website, where your payment will be processed.
|Guarantee We guarantee your satisfaction. All of our products come with a full guarantee as detailed. We are only a phone call away if you have any problems. Actual products may differ slightly in appearance to images shown.
|Reaching Us If you need to reach us, please email us using the link on the Contact Us page, alternatively, you can call on 020 333 67 444 (International +44 20 333 67 444) – call charges apply however if you wish us to call you back then this option is available on our Home Page or email us to request a callback, or fax us on 01481 242728 or write to us at Liberty Place Petit Marais Vale Guernsey GY3 5DH United Kingdom
|Returns Policy You have the right to cancel the order after receipt providing you inform us either by E-mail, Letter or Fax within 14 days of receiving your order. Email: email@example.com
Cancelled orders must be returned to us within 14 days of receipt at your own expense. Upon us receiving your request to cancel as detailed above, we will forward returns reference and address details. All returned goods must be in the box/packaging that they were delivered to you in, and must not be used. If returned within this 14 day period the purchaser will be refunded in full, less our original delivery costs incurred to despatch the goods to the customer. A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The acceptable extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. Therefore if packaging seals are broken or cellophane wrapping is removed from items for example, this will be deemed as excessive handling and in such cases The Floor Heating Warehouse Ltd. reserves the right to reduce or refuse a refund.
For goods customers wish to return outside of the 14 day period, we must receive a request via email to firstname.lastname@example.org, detailing the original order number, the customer name and address and the reason for return request. Upon us receiving your request to return as detailed above, we will assess the request and if deemed suitable for return, forward returns reference and address details. All returned goods must be in the box/packaging that they were delivered to you in, and must not be used. A restocking fee will be payable of 20% for each item; this will be deducted from your refund (this re-stocking fee reimburses us for the initial postage cost paid by us, testing and packaging and administration costs). All refunds will be credited back to your card or whatever means you have used to pay for your order in the first place within a 14 day period.
The sender must advise us by email to email@example.com, within 24 hours of despatching the return to us, to ensure we are aware of the pending delivery.
Please note that it is the senders responsibility to insure the returns against loss or damage during transit, It is also the Senders responsibility to ensure that the returns are received at the delivery address and in the required condition. Should a case arise whereby we do not receive the returned delivery, it is the Senders responsibility to prove delivery was made to us beyond any doubt. The Floor Heating Warehouse will not be responsible for any claims of loss or damage on returns despatched to us.
In the case of bespoke designs, Pipe layout plans and CAD drawings – as these are bespoke products they will not be entitled to any refund once they have been posted or emailed to you.
For underfloor heating systems supplied with an included pipe layout, this is an included service with our heating packs and full system supplies. However in the event that an originally supplied system is returned for credit, and the bespoke Pipe Layout (Cad) has already been supplied, the current online price of our CAD designs will be deducted from any refund given for the returned system. Installation tools can only be refunded if returned with the original delivery packaging intact and unopened.
Upon receipt of your delivery you should check it immediately and notify us within 48 hours of any missing or damaged items. The Floor Heating Warehouse Limited cannot accept responsibility for any damaged or missing items reported after 48 hours of receipt. The delivery items should be checked off against the invoice received and the items listed online. All returns shall be in the same condition in which they were delivered to you.
Return of products originally purchased as an online kit/pack: The Floor Heating Warehouse will only accept full kits/packs back as a return. We cannot refund any singular items that were originally supplied as part of an online kit/pack.
Return of Thermostats: The Floor Heating Warehouse will only accept Heatmiser thermostats and wiring centres back as a return if the outer cellophane seal fitted to the outside of the box, is intact and not broken.
On the rare occurence that a customer suspects a product to be faulty, the customer must inform The Floor Heating Warehouse Ltd immediately by email, supplying details of original invoice number and a description of the suspected fault.If under warrenty, a suspected faulty item must be returned to/or as requested by, The Floor Heating Warehouse Ltd for testing. Upon receipt and testing, and on the occasion a fault be found, a repair/replacement will be arranged and forwarded to the customer.
Any items that a customer suspects to be faulty, should not be tampered with prior to returning to, or as advised by, The Floor Heating Warehouse. All products are covered by a “Return to Base” warranty, meaning any on site repair, whether it rectifies a suspected fault or not, will, without exceptance, void any warranty claims. Return to base means that the item must be returned to The Floor Heating Warehouse, or to where we request the return to be sent, for inspection/repair or replacement if a fault develops within the warranty period.
Without exception all products purchased from The Floor Heating Warehouse are covered by a repair or replacement warranty as detailed above. However, The Floor Heating Warehouse will not, without exception, be liable to any claim for damage, reinstatement of, or compensation for, materials, fixtures, fittings or property, on any installation where products have been supplied by, but not installed by The Floor Heating Warehouse, or an approved installer advised by, or confirmed to be acceptable by, The Floor Heating Warehouse prior to the commencement of the installation.
Items that are deemed none repairable are to be replaced, provided the cause of fault is within acceptable warranty terms.
We are not liable to find alternative temporary replacement while your item is being repaired. We are not liable to cover any costs however incurred, to remove, replace, test or re-instate a component or product, however we will re-imburse your postage costs when you forward the receipt to us, if the products are found to be faulty under the above warranty conditions.
We’ll check all items returned as damaged or defective. In the event we find no fault, we reserve the right refuse a refund and to recover our fees and expenses from you.
Customers are responsible for the safe return of the item/s and primarily the cost of return. Postage may be refunded if it is determined that the defect is covered under warranty.
In the case of water underfloor heating systems, the system must be dosed and maintained with dedicated water additives as recommended for heating systems. The systems should be checked annually to ensure the system additives remain at the required level and an annual record of maintenance should be kept. Signs of dark water, staining and deposits on the manifold flow metre are an indication that the system has not been maintained correctly and requires checking and/or treatment with a specific heating system protection additive. Failure to maintain a system correctly may void the product guarantee. The Floor Heating Warehouse cannot be held responsible for any issues or claims resulting from a water underfloor heating system which has not been maintained and checked by a qualified plumber as advised here.
Under no circumstances can any refunds be issued to a customer that hasn’t bought direct from us.
If no proof of purchase or batch number can be identified to support warranty period then charges may apply for the service carried out and return postage to the customer.
|Remittance Terms We only trade in £ sterling. You can pay for your order using MasterCard, Visa, Maestro, Solo, Visa Electron, Visa Debit, Paypal, and by cheque or postal order. If paying by cheque or postal order a longer delivery time will apply.
If paying via Credit/Debit Card, no fees will be charged. If paying by Paypal a 4.4% Paypal surcharge will be applied to your payment.
We reserve the right to update these terms and conditions.
Any discounts offered in any online Sale will not apply to items already reduced online when ordered in bulk quantities.
Registered Company Details:
Company Name: The Floor Heating Warehouse Ltd.
Company Address: Liberty Place, Le Petit Marais, Vale, GY3 5DH
Company Number: 51032
VAT Number: 922956796