Returns

How long after I purchase my item, am I allowed to return?

On the day you receive delivery of the item(s), you have 14 days to notify us of intent to return. After this notification is received and confirmed by MR Underfloor Heating, you then have a further 14 days to return the item back to us, for a total of 28 days.

How do I return my item(s) to MR Underfloor Heating?

To return an item to MR Underfloor Heating, please contact the relevant support channels here:

Email: [email protected]

Telephone: 01708 455566

Please provide your order number and the item(s) details of which you wish to return. Please also state your reason.

Where do I send the items for return?

MR Underfloor Heating
9-11 Butts Green Road
Hornchurch
Essex
RM11 2JR

Please include your order number inside the package so that we can easily identify you. (If you don’t include your order number this may delay the refund being processed)

Do I need to include original box/accessories/manuals?

Please package the goods as best you can. For most items they will also need to be packed in a secondary box for extra safety.

If you are returning for a refund, please include all packaging, instruction manuals, extra parts and protective bags. Accessories and promotional items are part of the order and must be returned to ensure a full refund is given.

Goods returned for repair or replacement should be sent without any accessories as we cannot guarantee that they will remain present with the original item throughout the whole process.

Package your return safely

Goods returned to us MUST be in RE-SALEABLE condition. This includes the box which must be intact. Please do NOT attach labels or papers directly onto the product box as this will cause irreversible damage.

How long does it take to receive a refund?

Items returned for a refund will be processed as soon as we receive them. This usually takes 1-2 working days after having received the item back.

Items returned for repair must then be returned to the manufacturer and thus times may vary. If a replacement is not with you within 28 days, we will offer a full refund.

Installed or fitted items

Items delivered must be checked for damages and/or aesthetic imperfections BEFORE installation. Installed items are deemed to be ‘accepted’ and are non-returnable.

Should I contact you or the manufacturer?

When something goes wrong it can be frustrating. Our support team is here to help and guide you through the returns procedure. We work closely with many manufacturers to ensure our customers are provided with a swift and smooth return procedure.

On some occasions it might save you time and money to handle the return directly with the manufacturer. We will advise you of this option when appropriate.