Returns Policy

Should you wish to return any item to us you must email info@soleheat.co.uk requesting a returns reference number and returns slip. Any orders returned without a reference number and returns slip will be rejected by the warehouse team. 

Any damages or shortages must be reported to us within 48 hours of signing for your delivery, we will not accept responsibility for any missing or damaged products after this time.

Upon submitting an order using our automated system you will receive an email confirmation. Please check that the details contained in this email are correct. If there are any mistakes, please email us immediately.

Please note that we are unable to accept adhesives or levellers as returns as these items need to be stored in speicifc conditions and temperatures, therefore are exempt from returns policy. 

Policy

Our returns policy lasts for 30 days from the date of purchase. If 30 days have passed since your purchase we are unable to offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please note that for all returns there is a mandatory 20% warehouse re-stocking charge applied to your refund plus the original postage charge which has been absorbed within the total order price.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds may be granted: (if applicable)

- Any item returned that is not in its original condition, is damaged or missing parts for reasons not due to our error.

- Any item that is returned more than 30 days after purchase

Refunds

While every effort will be made to meet shoppers demands, cancellations or variations may be necessary as a result of Acts of God, War, Strike, Lockout, Labour Dispute, Fire, Flood, Drought or other causes beyond our control. If the product is returned in the condition it was supplied with any tags or stickers intact then a full refund or exchange will be provided. No refund or no exchange if the product has a tag or sticker that has been removed. We will refund or exchange if the item is defective. The unwanted products must be returned by recorded delivery first class to our standard address. As long as the products have not reached their destination, they remain your entire responsibility. In case of a defective product, the cost of returning the product would be refunded.

Unless the goods supplied are found to be faulty by an independent assessor we will not cover the cost of replacing previously installed floor coverings or any other consequential losses.

Returns and refunds can take up to 14 days to process from receipt of goods.

Sale items (if applicable)

Only regular priced items may be refunded, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@soleheat.co.uk and we will instruct you as to how to make the exchange. 

Shipping

To return your product your product you must email info@soleheat.co.uk requesting a returns slip and reference number. Any returns received without this information will be rejected by the warehouse. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

You must also email info@soleheat.co.uk with your tracking number for the returns package.

If you are shipping an item back to us you should consider using a tracked shipping service or purchasing shipping insurance. We do not take responsibility for 3rd party returns therefore it is important that the package is insured for loss or damage.