TERMS & CONDITIONS

The Floor Heating Warehouse Ltd.

Effective Date: 05/08/2025
Company No: 51032 | VAT No: 922956796
Registered Address: Unit B, Radnor Business Park, Back Lane, Congleton, Cheshire CW12 4XJ

1. Introduction
These Terms & Conditions govern your use of our website and the sale of goods from The Floor Heating Warehouse Ltd. (“we”, “us”, or “our”) to you, the customer (“you”, “your”). By placing an order with us, you agree to be bound by these Terms & Conditions in full.

2. Customer Service & Satisfaction
We are committed to providing high-quality service and products. For any questions or concerns, contact us at info@tfhw.co.uk or call +44 (0)20 333 67 444.

3. Product Availability
All products displayed online are in stock at time of viewing unless otherwise stated. Items out of stock are temporarily removed from the site until replenished.

4. Pricing & Payment
- All prices are shown in GBP and shown both including and excluding VAT unless stated otherwise.
- VAT is charged at 20% for UK orders. Channel Islands and international customers will be refunded VAT where applicable.
- We accept Visa, MasterCard, Maestro, PayPal, payments can also be made via ApplePay and GooglePay.

5. Order Confirmation & Contract Formation
A contract is formed once we email you an order confirmation. We reserve the right to decline orders for any reason, including pricing errors or stock availability.

6. Delivery
6.1 Schedule
- Orders placed before 2:00 PM (Mon–Fri) qualify for next working day delivery (UK Mainland only).
- Saturday deliveries are available as an option at checkout.
- AM delivery is available Monday–Friday only. AM deliveries selected on a Friday will be delivered AM on the following Monday
- Larger or pallet orders to remote regions may take longer and incur additional fees.
- UK Mainland orders with a net value of £69.00 or more (excluding VAT) qualify for free delivery.
- orders under £69.00 net (excluding VAT), a £7.50 Pick & Pack Fee applies. This is not a delivery charge, but a fee to cover labour and packaging materials associated with processing smaller orders.

6.2 Risk & Title
- Risk passes to you upon delivery.
- Title remains with us until full payment is received, including VAT, delivery, and any other applicable fees.

6.3 Missed Deliveries & Re-delivery Charges
- If delivery is missed and items return to the depot, redelivery charges apply.
- Delivery refusal or address changes after dispatch will incur additional charges.
- Order of HeatBoard (2400x600mm chipboard) will be delivered on a specialised lorry and will require a person on site to aid unloading.We will contact you prior to delivery to confirm delivery details. If nobody is on site a redelivery fee may be applied.

6.4 Restricted Access
You must inform us in advance if access to your property is restricted or requires a smaller vehicle. Failure to do so may result in a redelivery fee.

7. Receiving & Inspecting Goods
- Check goods immediately upon delivery.
- Report missing, damaged, or incorrect items within 48 hours to info@tfhw.co.uk.
- Failure to report within this timeframe will void claims.
- Signing a delivery receipt without comments is taken as acceptance of the goods in perfect condition.

8. Returns & Cancellations
8.1 Your Right to Cancel (Consumer Contracts Regulations 2013)
- You may cancel your order within 14 days of receiving your items.
- You must notify us in writing (email or letter).
- Goods must be returned within 14 days, unused, in original packaging.
- Refunds are made within 14 days of receiving the returned item(s), minus the original delivery charge.
- Excessive handling (e.g. removing protective seals or damaged boxes and packaging) may result in a deduction.

8.2 Returns After 14 Days
- Returns outside of the legal cooling-off period are discretionary and may incur a returns processing fee.
- Returns must be unused and in original packaging.

8.3 Non-returnable Items
- Bespoke products (CAD layouts, pipe designs)
- Opened thermostats (if the box is opened)
- Installation tools (unless unopened)

8.4 Return Responsibility
- Customers must insure returns and provide proof of delivery.
- The Floor Heating Warehouse Ltd. is not responsible for returns lost or damaged in transit.

9. Product Warranty & Faulty Items
- All products come with a manufacturer’s warranty.
- Faulty items must be reported immediately.
- Products under warranty must be returned for inspection (Return to Base).
- Tampering voids warranty.
- We are not liable for labour, installation, or removal costs under any circumstances.
- If found faulty, postage costs will be reimbursed.
- If no fault is found, no refund or reimbursement will be issued.

9.1 Special Warranty Terms for Water Systems
- Systems must be treated with appropriate additives and maintained annually by a qualified plumber.
- Failure to maintain system properly may void the warranty.

10. Product Descriptions & Variations
Product images and descriptions are provided for illustrative purposes. Where necessary due to supplier availability or manufacturing changes, we reserve the right to supply goods that are functionally and technically equivalent, which may include minor variations in colour or appearance.
Such variations do not affect the performance, quality, or suitability of the product and shall not be considered a fault

11. Limitation of Liability
To the fullest extent permitted by law:
- We will not be liable for any indirect, special, or consequential loss (including loss of profit or installation costs).
- Our liability in connection with any product purchased is strictly limited to the purchase price of that product.
- Nothing in these terms limits our liability for death or personal injury caused by negligence, fraud, or any matter for which it would be unlawful to exclude or limit liability.

12. Intellectual Property
All content on our website—including images, logos, product descriptions, and designs—are the property of The Floor Heating Warehouse Ltd. and may not be reproduced without our written consent.

13. Force Majeure
We are not liable for any failure or delay in performance caused by events outside our reasonable control, including but not limited to strikes, natural disasters, pandemics, or courier delays.

14. Data Protection & Privacy
Your personal information is used solely to process your order. We do not share your details with third parties except as necessary for fulfilment/delivery. See our Privacy Policy for full details.

15. Promotional Discounts & Coupons
- Cannot be combined with other offers.
- Do not apply to sale or reduced items.
- Must be entered at checkout.
- Are valid only on in-stock items.
- Have no cash value and are not retroactively applied.
- We reserve the right to withdraw or modify discounts at any time.

16. Governing Law & Jurisdiction
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.

17. Amendments to Terms
We reserve the right to amend these Terms & Conditions at any time. Updated versions will be posted on our website and take immediate effect.

18. Contact Information
The Floor Heating Warehouse Ltd.
📧 Email: info@tfhw.co.uk
📞 Phone: +44 (0)20 333 67 444
📍 Address: Unit B, Radnor Business Park, Back Lane, Congleton, Cheshire CW12 4XJ