We are a family run business that has specialised in underfloor heating systems & parts since 1981


Mon - Fri 9:00 - 17:00
View Basket | My Account | Checkout
Items: (0) | £0.00

Terms And Conditions

Last updated by Cameron Jones on 14/12/2022

Terms and Conditions

Welcome to the www.underfloorparts.co.uk terms and conditions.  Underfloor Parts is a trading name of Max4therm (UK) Ltd.  Please read through the terms and conditions carefully before placing your order.  By using this website and/or placing an order you agree to be bound by the terms and conditions below.  Please also read our ‘Privacy Policy’ regarding personal information provided by you.

If you have any queries relating to these terms and conditions, please email our customer service team at info@underfloorparts.co.uk before placing an order.

We may change these terms from time to time without notice to you.  Changes will apply to any subsequent orders received.


You can browse the www.underfloorparts.co.uk website without registering.  However, you will need to register to see your history of purchases through our website.

Registration is free.  You do not need to enter your credit card details to register – card details will only be asked for at time of purchase.

To register, you will be asked to enter your name, address and a few other personal details, please see ‘Privacy Page’ for use of your details.  You only need to enter your full details when you are registering.  Completing the registration process only takes a few minutes and by doing so, your personal account will be created.

Once you have registered, you can use your e-mail address and chosen password to identify yourself to the site, or ‘log in’.  Each time you visit the www.underfloorparts.co.uk website, you can enter these two pieces of information to access your user details.

If you decide to register with the www.underfloorparts.co.uk website, take care of your account by never sharing your user details with anyone, and selecting a password unique to this site.

Each registration is for a single user only.  You should not share your user name and password with any other person, or with multiple users on a network.

If you suspect that your account is being accessed by a third party, please contact us immediately by e-mailing info@underfloorparts.co.uk or call 01600 710909 between 9.00am – 5.00pm Monday – Friday.

You can change your password at any time by accessing your account information page, and selecting ‘Change E-mail/Password’.

By registering, you warrant that the personal information you are required to provide as a customer is true, accurate and complete in all respects.  Should any of the information you provide change, you can amend it by updating your account profile online.

Any personal information or account details you give us will be securely protected.  Our payments are controlled by Streamline and PayPal.

You can buy products on the website as a “Guest” by clicking the “Skip” button on the Checkout login page.

Placing an order

When you place an order through the website, we will send an e-mail to confirm that we have received the order.  All orders are subject to these Terms and Conditions.

www.underfloorparts.co.uk cannot accept an order until payment has cleared in full for all products and any relating delivery charges.

Orders placed though the website represents an offer to purchase a product.  It is accepted for each product when we send you an e-mail to confirm that the order has been received.  We reserve the right to reject any order for any reason.

All orders are subject to stock availability.  If we are unable to supply any products that you have ordered, we will notify you as soon as possible.  In the event that we cannot contact you, we will send out the products which we do have in stock and refund you on the out-of-stock items, where payment has already been made.

Delivery Information

In general we currently offer standard deliver to mainland UK, orders are shipped on a next working day service with our couriers and first class post with Royal Mail, these deliveries usually arrive next day, but this is not guaranteed. Pallet deliveries are on 3 day delivery service. We can offer a scheduled delivery service with Royal Mail on selected goods, please contact the office for prices. Ireland, Scottish Highlands and Islands this service is usually extended by 1 or 2 additional days. Smaller item are sent via Royal Mail Tracked 24 where delivery 1st Class these are aimed for next day and Royal Mail Tracked 48 where delivery is 2nd Class and is usually delivered in 2 – 3 days, however Royal Mail 24 do not guarantee the next day delivery. Pallet deliveries are on a 3 day service yo UK mainland, whereas Highlands and Islands mazy take a further 2 days.  Any guaranteed deliveries including timed deliveries must be arranged with the sales team prior to ordering any goods.

Shipping rates are determined by:

  • The weight and size of your item
  • The number of packages required to send the items to you.  We will combine smaller items into the most efficient package size to save you money.

The date of delivery specified by the Seller is an estimate only.  Time for delivery shall not be of the essence of the contract and while every reasonable effort will be made to comply with such dates compliance is not guaranteed and the Purchaser shall have no right to damages, loss of earnings or to cancel the order for failure for any cause to meet any delivery date stated.

The standard rate of VAT is applicable to all shipping charges.  Where orders are subject to Free Shipping this will be to UK Mainland only.

Standard shipping charges will show in your cart and will automatically update as you add items.  These standard shipping charges may also change/update when you input your delivery postcode.

Missing Items & Damaged Items:

  • In the unlikely event that you find there is an item(s) missing from your order you must report this within 48 hours from delivery.
  • We shall not be liable for any shortages in quantity delivered unless you advise our office within 48 hours by telephone and also you must give written notice to us of such shortages within two working days of delivery.
  • In any event our liability shall be limited to making good the shortfall or (at our option) issuing a credit note or refund at the pro rata contract rate against any invoice raised for such goods.

Standard Products

www.underfloorparts.co.uk delivers standard products to mainland UK (Great Britain).  Please contact us for all deliveries outside of mainland UK.

50 Year Pipe Warranty

In accordance to the European underfloor heating standard DIN4726 and SK Certificates, our pipe has a life-span of at least 50 years (but in reality it is designed to last the life-span of the building) and has a 10 years fully insured warranty against manufacturing defaults.  A lot of companies in the market place claim that their pipe has anything up to a 100 year guarantee or life-span however is not fully insured, meaning that you are not protected if that company ceases trading.

Payment Options

www.underfloorparts.co.uk accepts:

Visa Debit and Credit                                                           Visa Electron

MasterCard Debit and Credit                                             Maestro Debit

JCB                                                                                          Diners Club Card

Discover Card                                                                       Commercial Business Visa

Commercial Business MasterCard                                    Solo

Our payments are controlled by Streamline and PayPal.


Returns Information

Consumer Contracts Regulations

When you buy online or by phone, you have additional rights as a consumer under the Consumer Contracts Regulations for distance or off-premises sales.  This means if you, as the purchaser, notify us in writing that you wish to return an item within 14 working days of receiving it, we’ll refund you for both the purchase price and delivery charge.  We will only refund the basic delivery cost of getting the goods to you in the first place; so if you opted for an enhanced service, e.g. guaranteed next day, we will only refund the basic cost.  If your order consists of multiple goods, the 14 day period runs from when you get the last of the goods in that order.  You will be responsible for returning the goods to us at your own cost.  For a full refund, please make sure you take reasonable care of the item while it is in your possession, and that it is returned unused in its original, undamaged packaging.  As long as the products have not reached us at our destination they remain your entire responsibility.

Restocking Fee

Where an incorrect product is purchased online from our website, and you were not advised of the correct product by a member of our staff, then you will be liable for a restocking fee of 15%. This will be taken off the total amount when processing your refund.

Products no longer required

We hope you’ll be pleased with your purchase.  If you should change your mind and wish to return anything bought from www.underfloorparts.co.uk within 30 days of delivery we’ll be happy to refund or exchange a product providing it is in fully resalable condition.  To exercise your right of cancellation, you must contact us via email or post, stating your order number.  You will be responsible for returning the goods to us at your own cost.  You must take reasonable care to ensure the goods are not damaged in the meantime or in transit.  Returns should be made within a reasonable time (usually 30 days unless stated otherwise) from return notification and in original, undamaged packaging*.  Refunds are subject to the cancellation conditions below and will be made within 30 days of receiving the returns.  Please make sure you return any products brought from www.underfloorparts.co.uk to our office/warehouse address which can be found on your delivery note, on the contact page of our website or on the Goods Return Form that we will email you once you notify us of your return.  As long as the products have not reached us at our destination they remain your entire responsibility.

Refunds can only be made to the original card of purchase.

If the product returned is not in fully resalable condition or the packaging is damaged, we do reserve the right to refuse refund on the item, or deduct up to 25% of the original selling price from the refund amount.

  • If you cancel the order within 14 working days of receiving it you will receive a full refund including the basic delivery cost.  Goods must be returned within 14 days with our Goods Return Note and must be in original packaging, un-opened, with stickers not removed and be in fully re-sale able condition. You will be responsible for returning the goods to us at your own cost.  Always ensure proof of return postage is kept.  You will receive your refund within 14 days of us receiving the goods.
  • If you advise us of the proposed return within 30 days of the product being delivered to you, we will provide you with a refund excluding any delivery charges. Goods must be returned within 30 days with our Goods Return Note and must be in original packaging, un-opened, with stickers not removed and be in fully re-sale able condition.  You will be responsible for returning the goods to us at your own cost.  Always ensure proof of return postage is kept.  You will receive your refund within 30 days of us receiving the goods.

Please see below for exceptions to this policy.

Due to the nature of these goods, unless they are faulty*, we are unable to offer a refund on:

  • Special Orders

Special Orders do not fall under Consumer Contracts Regulation.  Special Orders are non-stocked items and are ordered in specifically for you or made to measure/order goods.  Payments for these items are normally taken 30 days before expected delivery date, with cleared funds.   These items are usually non-returnable.  However, occasionally manufacturers will accept these items (to their own discretion) to be returned subject to a re-stocking charge, with can vary between products and manufacturers. If you have a special order item you wish to return you will have to contact us to see if it is possible.  If the manufacturer agrees to accept these items they must be in original packaging, un-opened, with stickers not removed and be in fully re-sale able condition and are likely to be subject to re-stocking charge.

*None of the above conditions affects your statutory rights when the goods are faulty, or not as described.

Faulty/Damaged Products

In the unlikely event that a delivered product (Including special order non-stocked and made to measure items) is faulty or damaged, we will exchange the product or provide you with a full refund including delivery charges.  Notification of any defect or damage must be made within 48 hours of product being delivered to you.  We reserve the right to inspect any returned item prior to agreeing to any form of refund.

Faulty or damaged products can be returned to our registered office/warehouse, with proof of purchase, for a full refund (including delivery charge).  As long as the products have not reached us at our destination they remain your entire responsibility.  Alternatively, collection of the product can be arranged through our nominated carrier, where the cost of the return will be at our expense.  We require the return of the products within 30 days of the refund request being made.

To arrange for the product(s) to be collected, send an email to info@underfloorparts.co.uk with your order number and details of the product to be returned.  We will either dispatch a replacement or process the refund.

All refunds will be made to the account used to purchase the product.

Privacy Policy

By registering or placing an order on this website, you consent to the collection, use and transfer of your information under the terms of this policy.

Underfloorparts.co.uk is committed to protecting your privacy.  Please read this privacy policy to understand how we use and protect the information that you provide with us.

Information we collect from you and how we use it.

When you visit, register or place an order with us, you may be asked to provide certain information about yourself.  This may include (but is not limited to) your name and contact details. This information will allow us to fulfil your orders.  Should you request a brochure or any other information from us, we will also ask for your details if required.

From time to time we may also collect information about the usage of our website, as well as information about you from messages you post to our website and emails or letter that you send to us.

This information will enable us to provide you with access to all parts of our website and to supply goods or services you have requested.  We will also use and analyse the collected information to administer, support, improve and develop our business.

We may use other companies to provide services on our behalf, such as fulfilling orders, processing payments, packing and delivery as well as analysing data and carrying out market research.  We will only disclose your information to the extent needed to deliver the services required.

We may use your information to contact you for your views on our services, as well as to occasionally notify you about important changes or developments to our site or services.  Furthermore, we may also use your information to let you know about our other products and services which may be of interest to you.  Depending on your elected means of communications from underfloorparts.co.uk, please let us know by sending us an email to info@underfloorparts.co.uk.

Unless required to do so by Law, we will not otherwise share, sell or distribute any of the information you provide to us without your consent.


Cookies are small amounts of information which are automatically set by our website on your computer.  They are generally used to remember the choices you make while on the site and are harmless to your computer system.

Unless you have specifically refused to accept cookies when disclosing your details to us, our system will automatically issue one or more cookies to your computer when you log in on and use the website.  Should you elect to set your computer to not accept cookies, you may not be able to use certain features on this website.


How we secure customer information.

The www.underfloorparts.co.uk website complies with the terms of the Data Protection Act.  We make every effort to secure your information and maintain your confidentiality, including using Secure Socket Server and encrypting all entered data.

Ordering online via the www.underfloorparts.co.uk website is protected by various levels of security technology.  We employ security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage.

Secure Online Shopping at underfloorparts.co.uk

www.underfloorparts.co.uk takes your security extremely serious.  When you shop online at www.underfloorparts.co.uk as soon as you access the ‘checkout’ or ‘Sign in/Register’ pages – and before you enter any personal or payment details – your browser will go into secure mode.

To check if you are in secure mode, look for a padlock icon on the bottom-right of your browser window (if you are in Internet Explorer), or your address bar turning yellow (In Firefox).  Either of these occurrences indicates that the webpage is considered secure, and all information sent via that page is encrypted.

In ‘secure mode’, all of your details are encrypted.  This creates billions of code combinations to protect each transactions made on our site, so your card details cannot be views by anyone else using the internet.  If you are using one of the more recent browser versions, our site supports 128 bit encryption, thereby keeping your details as safe as possible.

www.underfloorparts.co.uk only accepts orders placed using Secure Socket Layer (SSL).  This technology prevents you from inadvertently revealing personal information using an insecure connection.

Payment security

To ensure that your payment details are safe and secure we have engaged the services of Sage pay to process all your card payments.  When prompted for payment you will be transferred to the Sagepay payment processing page where you can pay by card.

www.underfloorparts.co.uk does not process, transmit or store any cardholder payment details.

Sagepay are PCI-DSS level 1 compliant.  PCI DSS (The Payment Card Industry Data Security Standard) ensures unbeatable security and protection of sensitive customer information – including credit cards.  Customers can have complete confidence that their personal data is as safe as possible.  To view their security policy, please click on the following link:  https://www.sagepay.com/security_policy.

Verified by Visa and MasterCard Secure Code

For added online payment security your card payment will be subjected to Verified by Visa and MasterCard Secure Code.  These services are offered by Visa and MasterCard, in association with the bank that issued your credit/debit card.  Verified by Visa and MasterCard Secure Code follow the same principle as chip and pin, by helping to protect your card against unauthorised use when you shop via the internet.

If the credit/debit you are using qualifies for one or more of these services, you will be directed to the page hosted by your card issuer.  This is a completely secure process – the information you provide is only visible to you and your card issuer, and will never be shared with other parties.

If you have not registered before and your card qualifies, simply sign-up for the service following the online instructions that are linked directly to your card issuer, set up your new personal password once your card issuer confirmed your identity, and continue shopping.

This is a one off registration, so you can use the same password to future purchases you make with participating retailers.

Alternatively, you can contact your bank directly or visit Verified by Visa or MasterCard Secure Code (hyperlinks to their website) for more information.

Please note: If you choose not to register during the checkout process, depending on your card issuer, we may not be able to process your order.  A different method of payment will be required to complete your purchase.