Returns & Refunds
At Trade Underfloor, we want you to be completely satisfied with your purchase. We understand that sometimes things don’t go to plan, and we’re here to help.
Returns
If you need to return an item, please follow the steps below:
Standard Returns (Unused Items)
You may return most unused items within 14 days of delivery for a full refund, subject to the following conditions:
- Items must be unused, in their original packaging, and in a resaleable condition.
- Special order items or bespoke kits may not be eligible for return. Please contact us for clarification before ordering.
- A restocking fee may apply (typically 25%) depending on the manufacturer’s return policy.
How to Return an Item
To return an item, please download our Returns Form, fill it in with the following details:
- Your order number
- Contact information
- The products you’re returning
- The reason for return
Once completed, you can either:
Attach the form securely to the parcel when returning the items, or Email a copy of the completed form to customerservices@tradeunderfloor.co.uk
Please ensure all returns are sent using a tracked service. You are responsible for return shipping costs unless the item is faulty or was incorrectly supplied.
Important: Do not return any item without including the completed returns form, as this may delay or void your refund.
Items That Cannot Be Returned (Unless faulty or supplied in error)
- Perishable items (e.g. adhesives, primers, levellers)
- Individual kit components (electric or water-based systems)
- Aluminium heat spreader plates
- RetroTherm systems, unless supplied in error or over-quoted
Faulty or Incorrect Items
If your order arrives damaged, faulty, or incorrect, we’ll resolve it as quickly as possible. Please:
- Notify us within 2 days of receiving the goods.
- Email customerservices@tradeunderfloor.co.uk with your order number, a description of the issue, and photos if applicable.
- We’ll arrange for a replacement, repair, or refund depending on the issue.
Refunds
Once we receive and inspect your return, we’ll notify you by email. Approved refunds will be processed within 15 working days back to your original payment method.
Please note:
- Shipping costs are non-refundable unless the return is due to our error or a faulty product.
- Refunds can take a few additional days to appear in your account, depending on your bank or payment provider.
Need Help?
Our customer support team is here to help with any queries about returns, refunds, or replacements.
Email: customerservices@tradeunderfloor.co.uk
Call: 01283 850040
Monday to Friday, 8:30am – 5pm
We value your business and aim to make our returns process as smooth and fair as possible. Thank you for choosing Trade Underfloor.