Returns & Refund Policy
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: info@thermrite.co.uk
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 ThermRite 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 info@thermrite.co.uk, 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 info@thermrite.co.uk, 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: ThermRite Ltd 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: ThermRite Ltd 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.
FAULTY GOODS
On the rare occurence that a customer suspects a product to be faulty, the customer must inform ThermRite 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, ThermRite 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, ThermRite Ltd. 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 ThermRite Ltd, 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 ThermRite Ltd are covered by a repair or replacement warranty as detailed above. However, ThermRite Ltd 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 ThermRite Ltd, or an approved installer advised by, or confirmed to be acceptable by, ThermRite Ltd 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. ThermRite Ltd 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.
