Delivery Policy

What are your delivery charges?

Our standard UK charge of £4.95 covers packing and postage, with orders over £50.00 qualifying for free standard delivery.  All delivery charges will be shown at checkout, before and after confirmation of your order. (NB All prices include VAT at current ruling rate.)

When do you deliver?

Standard delivery is by courier, within two working days of your order, with delivery between 9am and 5.30pm. If any products you’ve requested aren’t in stock, we’ll email you to let you know. (Costs shown are per delivery address, per delivery day.)

Where do you deliver?

We deliver to all postal areas in the UK, including England, Wales, Scotland and Northern Ireland. Delivery to addresses on islands or in remote areas of the UK mainland may take a little longer than our usual delivery times, with delays possible if you live in the following postcode areas: AB, BT, DD, GY, HS, IM, IV, JE, KW, PA, PH, PO30 – PO41, TR21 – TR25, ZE. If we believe that the delivery address you’ve given may not be not secure (for example, if it’s a communal postal address or PO Box), we may contact you to make alternative arrangements. Customers outside the UK please contact Customer Service at sales@hotfloorsheating.co.uk with details of the products you’d like to order, so that we can send you a shipping quotation.

Can I send things to more than one address?

We’re happy to deliver all or part of your order to addresses other than your own, and during the checkout process you’ll be given the option to tell us where you want to send the items in your basket. (Opting for multiple delivery addresses will incur additional delivery charges.)

What if I’m not in when you deliver?

Deliveries are usually made on Mondays to Fridays, between 9am and 5.30pm. If the recipient isn’t in, our courier will leave a card confirming that they’ve tried to deliver your parcel. Please call the contact number on the card to either agree a convenient delivery time or arrange collection directly from their depot. After three failed delivery attempts your items will be returned to our warehouse.

What if only part of my order has arrived?

If there are any items missing from the order (as detailed in your order confirmation email), please contact customer services at sales@hotfloorsheating.co.uk or phone us on 0845 519 5827, so that we can sort this out for you.

Returns & Exchange Policy

We want you to be delighted with any product you buy from us, so if you are not completely satisfied, please email sales@hotfloorsheating.co.uk to let us know within 14 days of receipt of goods. We can then arrange to replace or exchange your item, or refund its purchase price (nb the refund will not include the original cost of postage & packing). This is in addition to your statutory rights.

As we can’t be held responsible for items that are lost or damaged in the post, it’s a good idea to use a delivery method such as Royal Mail Special Delivery, which insures and tracks your parcel. (Please don’t use Royal Mail Recorded Delivery for valuable items, as the maximum compensation they offer for non-delivery / damage is £34.) If your item is valued £100 plus, please contact customer service at sales@hotfloorsheating.co.uk or telephone 0845 519 5827, so that we can arrange collection.

Once we have received and checked the returned item, we will initiate the refund, replacement or exchange for you.