Welcome to the Underfloor Heating HQ website terms and conditions. These terms and conditions apply to the use of our Website and by browsing our Website and/or placing an order you are agreeing to be bound by the terms and conditions set out below.

If you do not agree to these terms and conditions you may not use or access this Website.

View terms and conditions relating to International delivery. Before you place an order, if you have any questions relating to these terms and conditions please contact our Customer Service team by e-mail, or call us between 8am-9pm.

Definitions “Conditions”

Means the terms and conditions. “Product” means one of our product’s displayed for sale on our Website; “Personal Information” means the details provided when you registered; “We/us” means Underfloor Heating HQ Ltd; “Website” means our website located at www.underfloorheatingHQ.com or any subsequent URL which may replace it; “Cookies” means small text files which the Website places on your computer’s hard drive to store information about your shopping session and to identify your computer to us; “United Kingdom” means England, Wales, Scotland, Northern Ireland and “You” means a user of this Website.

Use of the Underfloor Heating HQ website/ (www.underfloorheating.com also known as ufhhq and Ufh-hq.com

Access

You are provided with access to this Website in accordance with our Conditions and any orders placed by you must be placed strictly in accordance with these conditions.

Registration

You warrant that: The Personal Information which you provide when you register as a customer is true, accurate, current and complete in all respects: You will notify us immediately of any changes to the Personal Information by contacting our customer services by e-mail, or calling us.

You must not impersonate any other person or entity or to use a false name or a name that you are not authorized to use.

Indemnity

You will agree to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your shopping account and/or your Personal Information.

Our rights

We reserve the right to: modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; Change the Conditions now and again, and with your continued use of the Website (or any part thereof) following such a change shall be deemed to be your agreement of our changes. It is your responsibility to check and to determine whether the Conditions have been changed. If you do not agree to our changes of our Conditions then you must stop using the Website.

Recommendations

When you use our website, you’ll see that we offer you recommendations, showing products we think you might be interested in and could perhaps miss when you’re browsing our site.These are based on past purchases and viewed products.

Privacy

We respect all your Personal Information as confidential (although we may reserve the right to disclose this information in the circumstances set out below). We will keep the information on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation..When you shop on our Website, we ask you to input and will collect Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information and a password. We may also collect, and our third party providers of advertisements and content may collect, information about where you are on the internet (the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our website (“User Information”). We may collect this information even if you do not register with us.Our web-site is being monitored and may capture some information about your visit that will help us improve the quality of our service to you.

We use your information only for the following purposes:§ Processing orders;§ To improve our Website and its services to you; To accurately aim content and advertisements; To make sure we administer our website; If you agree we will notify you of any products or special offers we think will be of interest to you.

You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003.

When you set up a shopping account while ordering from us online you will be given the option to receive information from Underfloor Heating HQ by post, e-mail or telephone, about products, promotions or special offers which we feel may be of interest to you. In the event that you do not wish to be contacted for such purposes, ensure that you tick the appropriate box as you go through the registration process. You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your personal Information and /or User Information, we are entitled do so.We use Cookies to keep track of your current shopping session to personalise your experience and so that you may retrieve your shopping basket at any time – if you do not accept Cookies you will be unable to use this Website for shopping purposes, only for browsing and research.

Purchasing products

Orders we will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.Find out more about our Refund policy which is incorporated into these Conditions.Contract creation and electronic contractingThe technical steps required creating the contract between you and us are as follows You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website. We will send to you an order acknowledgement email detailing the products you have ordered. As your product is shipped from our warehouse we will send you a despatch confirmation email.Non-acceptance of an order may be a result of one of the following:§ The product you ordered being unavailable from stock.Our inability to obtain authorisation for your payment. The identification of a pricing or product description error. You not meeting the eligibility to order criteria set out in the main Terms & Conditions.

Contract cancellation under the Distance Selling Regulations

Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right and notify us no longer than 7 working days after the day on which you receive the Products.If you wish to exercise your right to cancel this contract after your order has already been despatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 7 working days after the day on which you receive the Products, and that you have taken reasonable care of the Products and not used them. Please follow the procedure set out in our Returns procedure.Please note that your right to return Products does NOT apply to Products which fall into the following categories unless they are faulty or not as described: Unsealed products cut in any mannerPlease see our Refund policy for further details.

Descriptions

Each Product purchased is sold subject to its Product Description which sets out additional Specific Conditions related to that Product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a Product until your order is accepted in accordance with our Order acceptance policy.

What does the guarantee cover?

Our guarantees provide full cover against mechanical breakdown through normal use. This means if your item develops a fault during the guarantee period, we’ll arrange for it to be repaired free of charge, including all parts and labour. Your guarantee is transferable with ownership, so if you give or sell the item to someone during the guarantee period, it’s still covered.Our heating products (Mats & Cables) have a guarantee for the lifetime of the existing floor finish.Our thermostats have a three year guarantee and a factory cost replacement scheme.

What’s not included?

There are specific exclusions from our guarantee, as follows: We will not cover engineer costs for swapping over faulty thermostats should that problem arise. Repair costs caused by external factors such as flooding, fire etc. Accidental damage, for example if your item has been cut. Deliberate damage or neglect of the product Please note that our guarantees provide services for goods bought and used in the UK, the Isle of Man and the Channel Islands.

Accidental damage warranty (safety Blanket)If you damage your product when installing we will replace it for you free of charge on return of the damaged item. We will not refund the product; only replace it with exactly the same sized product.

Accidental damage – what isn’t covered Repair costs for: Any damage to the floor tiles Breakdown caused by use other than personal by you or your resident family Deliberate damage or neglect.Any loss suffered as a result of not being able to use the heating or any loss other than the repair and/or the replacement cost of the product. Call out charges where no fault has been found with the product.

If claiming for accidental damage please contact us providing: Contract number; Your name and address; Date when the accident occurred and Make and model of your product. The repairer MUST telephone to obtain authority for either the repair cost or replacement product.

Limitations

  1. The guarantee is only for products bought and used in the UK.
  2. This agreement shall be governed by and construed in all respects in accordance with the laws of England and each party hereby submits to the non-exclusive jurisdiction of the English Courts.
  3. You cannot transfer the warranty to someone else without our prior permission

Customer service for guarantees and service plans

In the unlikely event of a complaint concerning our products or service, please contact us.

General intellectual property and right to use

You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us or our licencors. You are permitted to use this material only as expressly authorised by us or our licencors.You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a Purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.Compliance with lawsThe Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.

Limitation of liability

While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an “as is”and “as available” basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for: any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or any loss of goodwill or reputation; or any special or indirect losses.

Law

The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.

Contact us

For any queries regarding our service, please contact us via email support@underfloorheatinghq.com or 0800 772 0752 or post to underfloorheatinghq.com, 51 Northfields Avenue, Ealing, London W13 9SY.