Terms & Conditions

Underfloor Store Terms and Conditions

1. Introduction

These terms and conditions apply to our consumer customers of Underfloor Store Limited ("Underfloor Store"). By using our website (underfloorstore.co.uk), you agree to these terms and conditions.

2. About Us

Underfloor Store Limited is a company registered in England and Wales (company number 09743583). Our registered office is at 21 Mount Pleasant Road, Fairways House, Southampton, England, Hampshire SO14 0QB.

You can contact us:

By email: theteam@underfloorstore.co.uk
By phone: 0330 1232231

3. Privacy

We will treat all your personal information confidentially (except in limited circumstances set out below). We will store your information securely and comply with all applicable UK Data Protection and consumer legislation.

3.1 Information We Collect

When you shop with Underfloor Store, we collect personal information such as your name, email address, billing address, delivery address, phone number, product selections, and password. We may also collect information about your browsing activity on our website (e.g., URLs visited, IP address, browser type, location), advertisements clicked, and search terms entered ("User Information").

This information may also be collected by our third-party advertising and content providers.

We may collect this information even if you do not register with us.

3.2 How We Use Your Information

We use your information only for the following purposes:

Processing your orders
Statistical or survey purposes to improve the website and its services
Serving website content to you
Administering the website
Contacting you about leaving a product review after your order is complete
Notifying you of products or special offers you may be interested in

3.3 Marketing Communications

When you create a shopping account, you can choose to receive information by post, email, or phone about products, promotions, or special offers. You can unsubscribe from our mailing list at any time by replying to a promotional email with "unsubscribe" in the subject line.

3.4 Disclosing Your Information

We may be required to disclose your personal information or User Information to the police or other regulatory or government authorities investigating suspected illegal activities.

3.5 Cookies

We use cookies to track your shopping session and personalise your experience. You can retrieve your shopping basket at any time. If you do not accept cookies, you will not be able to use our website for shopping purposes.

Our Cookie Policy can be found [here](link to cookie policy).

To opt out of cookies, please visit the Network Advertising Initiative website (opens in a new window). Please note that we are not responsible for the content of external websites.

3.6 Accessing Your Information

You have the right to request details of personal information we hold about you under the Data Protection Act 1998. There is a £10 fee for processing this request. Please submit your request by email.

4. Placing an Order

4.1 Order Process

Placing an order (online or by phone) is a request for us to enter into a contract, subject to our acceptance.
You will receive an email confirmation after placing an order. This confirms receipt of your order but does not guarantee a contract.
A contract is formed only once you receive notification of dispatch.
The right to cancel does not apply to bespoke items, installed or used items.
We may not accept your order due to stock availability, payment authorization issues, product description or pricing errors.
The contract will be formed in English.

5. Ordering, Price, Payment, and Product Availability

5.1 General

All orders are subject to these terms and conditions.
Product prices are available on our website. Your basket will also show all items and their prices before you pay. You can remove or add items before checkout.
All prices include VAT (where applicable).
We are not obligated to supply a product with an incorrect price, even if you have ordered and paid.
Prices are subject to change without notice. This may impact items in your basket that you haven't paid for.
VAT invoices can be downloaded from our website or via a link in your order confirmation email. There is a £10 admin fee for requesting copies by email or post.

5. Payment

We accept payments in GBP via PayPal and all major credit or debit cards. Your bank or card issuer determines any charges or fees applied. Payments made through PayPal will be sent to the address registered on your PayPal account. If you place an order via PayPal using an alternative address and later request a refund, any PayPal fees will be deducted from the refunded amount.

5.1 Delivery Address

a. For your first order, we may send it to the address associated with the payment card used. We also reserve the right to send orders exceeding a specific amount to the address where your payment method is registered.

Product Availability

Stocked items will be despatched for next working day delivery if ordered by 2 p.m. Some products may have a longer lead time. Where possible, we will communicate this before you complete your purchase.

6. Requesting a Quote

All quotes are based on the calculations you provide. Underfloor Store is not responsible for any material shortages or oversupply resulting from inaccurate information.
Plans can be submitted electronically through our website or by post. We cannot guarantee the safe return of plans sent by post.
Quotes can be revised upon request.
When submitting plans to Underfloor Store, our quotes will be based on the plans provided. Our pricing includes the cost of materials and labour for installing all required parts (if requested). This excludes:
- Connecting to a boiler (ensure plumbers are registered with the Gas Safe Register)
- Commissioning underfloor heating (optional price available)
- Laying insulation or any wiring (unless otherwise stated)
All quotes and prices are valid for 30 days.
Your quote will list any exclusions or terms regarding downtime and other costs.
By proceeding with a quote, you agree to be bound by our full terms and conditions.

7. Delivery

Once your order has been delivered and received by you, another person on your behalf or delivered to a nominated place of your choosing you accept all risk of any products ordered.
Orders under £100 incur a £10 delivery charge. This charge is not for next working day delivery
Orders placed and confirmed before 2 PM will be dispatched the same day for standard next-working-day delivery, provided items are in stock.
You will receive an email or other communication with a tracking reference to enable you to track your order through our delivery partner's process. A copy of your invoice will also be issued.
Tracking references may not be available for orders shipped directly from a supplier.
If you require special delivery outside of standard delivery times (e.g., by 10:30 AM), please advise us at the time of placing your order. We will inform you of any additional charges.
Some bulky items may require delivery by a specialised company. We will notify you by email if this applies to your order.
You may be required to provide your contact details to our delivery partners for communication purposes regarding your order delivery. Please inform us if you do not want this to happen when placing your order.
Orders requiring pallet delivery may take 3-5 days to arrive.
The terms and conditions of each delivery partner apply to all orders.
Please specify any special delivery requests at the time of placing your order.

Orders will be delivered to the billing address unless otherwise agreed. Orders paid via PayPal will be delivered to the address provided through PayPal unless agreed otherwise. Orders exceeding £500 will be sent to the billing address associated with the registered payment card.
Orders outside the UK and EU may be subject to customs or import duties. Underfloor Store is not responsible for such payments or any loss due to orders being held by customs.

8. Returns, Refunds and Exchanges
This section covers the return policy for consumer customers only (excludes B2B customers).

8.1 Returning Unwanted Items and Cancelling Your Order.

The Consumer Contracts Regulations 2013 gives you the right to cancel your order from the moment it is placed, and up to 14 days from the day you receive your goods. This is sometimes referred to as a ‘cooling-off period’. You must notify us within this time that you wish to cancel your order by email, phone, or WhatsApp, either in part or full. You have 14 days from the day you notify us to return your order, in part or full. Any requests to cancel an order outside the cooling-off period will be rejected. Any items returned after the 14-day return period will be returned at your own cost.
To cancel or return your order please contact us
What can't be returned?
Products received over 14 days ago
Products in poor condition
Products made or cut to your specification
Products that have been used unless faulty

8.2 Returning Faulty Items

You have 30 days to return a faulty item for a replacement or refund.

8.3 Return Shipping Costs

You are responsible for covering the return shipping costs of orders returned to us unless faulty
Underfloor Store will cover reasonable costs for returning faulty or wrongly delivered items (e.g., standard Royal Mail delivery).
Underfloor Store will notify you of any charge for picking up incorrectly ordered items.
If you choose to have a delivery sent to a Pick-Up Shop and it is subsequently returned to us by the courier due to you cancelling it or the collection date has expired, a charge of £22 will apply. This will be deducted from any refund owed.

8.4 Faulty Items After 30 Days

If you return a faulty item after 30 days but within 6 months, Underfloor Store will attempt to repair or replace it.
If the repair or replacement fails, you can choose between a full or partial refund if you wish to keep the item.
If a fault is discovered after 6 months, you are responsible for proving the item is faulty. Reasonable postage costs will be refunded if the inspection confirms the fault.

8.6 Refund Processing

Refunds to your original payment method will be processed within 10 working days or held on account as requested.

8.7 Mat or Cable Kit Returns

Mats or cable kits must be returned unused, in original condition, and original packaging. Any kits not meeting these requirements will be returned to you without a refund.

8.8 Initiating a Return

Contact Underfloor Store via email (theteam@underfloorstore.co.uk) or phone (0330 1232231) to request a return form or notify them of your return intent.
Underfloor Store will process your refund or exchange upon receiving your return, following their terms and conditions.
A restocking fee may apply. You will be informed before any refunds are processed. Some products may require manufacturer inspection, and lead times will be communicated.

8.9 Return Shipping Costs (General)

You are responsible for the costs of returning or exchanging a product, including any processing fees charged to Underfloor Store by couriers (e.g., DPD, DHL).
Delivery costs to you will not be refunded.

8.10 Returned Item Condition

All returned items must be in "as new" condition and suitable for resale. Underfloor Store may reduce your refund if the product's value has diminished.

8.11 Reporting Shortages

Notify Underfloor Store of any missing items within 3 days of delivery. Orders will be considered complete after this period.Underfloor Store is not liable for any delays or costs for items that are not received.

8.12 Refunding Faulty or Wrong Items

Underfloor Store will cover the return shipping costs for faulty or wrongly delivered items. However, only standard postage costs will be refunded. They will not cover signed-for, premium, or express service costs.
Business Customers
A restocking charge applies to B2B customers only.
- 15% for all orders up to £250
- 10% for order over £250
Any items returned due to non-payment of import duties will be deducted from your refund.

This doesn’t affect your statutory rights.