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Floorheatpro terms and conditions

Below is our terms and conditions when using our website, if you have any further questions please get in touch with our underfloor heating experts who will be happy to help.

Any damages, shortages or incorrect deliveries must be reported to us in writing within 24 hours of signing for your delivery. We will not accept responsibility for any missing or damaged products after this time. Please quote your order reference on all communications.

Please read these conditions carefully before using the “” website. By using this website, you agree to these conditions and any current or future service provide by “” and you will be subject to the guidelines and conditions that apply to that service.

Conditions of Use for the “” website, these Terms and Conditions do not affect the Buyer’s statutory rights as a consumer. These Terms and Conditions shall apply to all contracts for the sale of Goods by the Seller and shall prevail over any other correspondence or communication from the Buyer. Acceptance of delivery of the Goods shall be deemed conclusive evidence of the Buyer’s acceptance of these Terms and Conditions.

1. Access to “”

We will do our utmost to ensure that availability of the website will be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed. Also, your access to the website may be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction.

2. Definitions

Buyer means the individual or organisation that agrees to buy the goods from the Seller.

The contract is between the Seller and the Buyer for the sale and purchase of goods from website incorporating these Terms and Conditions

Goods means the articles that the Buyer agrees to buy from the Seller

Seller is Eltrace Limited, Unit 14, The Sidings Business Park, Whalley, Lancashire, BB7 9SE. email: Eltrace Limited owns and operates

These Terms and Conditions are the terms and conditions for the sale of product on our website as set out in this agreement and any special Terms and Conditions agreed in writing by the Seller.

3. Complaints

Variations to these Terms and Conditions, including any special terms and conditions agreed between both parties will not be acceptable unless agreed in writing by the Seller.

We endeavour to respond to all complaints within a working week and we will keep you informed of any further investigation that is needed.

Please contact our Customer Services on 0800 211 8248 or write to Eltrace Limited. Unit 14, The Sidings Business Park, Whalley, Lancashire, BB7 9SE

4. Ordering

This could not be easier. Browse our store on and add any items that you wish to buy into the shopping cart. Follow the checkout procedure and provide the details requested.

When the Buyer places an order through our automated payment gateway on the Buyer will receive an email confirmation. Please check that the details contained in this email are correct, including your delivery address. This email is neither an invoice nor formal acceptance of your order. If you need to make any changes please email us immediately.

All orders for Goods are taken as an offer by the Buyer to purchase the Goods pursuant to these Terms and Conditions and are subject to acceptance by the Seller. The Seller may choose not to accept an order for any reason.

Next working day delivery is standard for all stock items provided orders are received and processed prior to 2pm.

If you have made a mistake in your order and cannot correct it in the shopping cart, please contact us on 0800 211 8248 and we will correct the mistake.

When the Goods ordered by the Buyer are temporarily out of stock the Goods ordered will be put on back order. The Buyer will be notified and given the option to either wait until the goods are available from stock or cancel the order and receive a full refund within 7 days.

5. Delivery

Items ordered before 2pm on any working day (Monday to Friday) excluding Bank Holidays will be delivered next working day (excluding Saturday), anytime up to 5pm to the delivery address given. Special deliveries such as before 12 or 10am etc will arrive by the designated time next working day (Monday to Friday) excluding Bank Holidays. Saturday deliveries will be made on a Saturday morning at an extra charge.

We use the services of reputable couriers and always endeavour to deliver by the appointed time on the appointed day. Unfortunately, the couriers on rare occasions fail to deliver on the appointed day or time. This is a rare occurrence but because it does happen occasionally, the Seller cannot be held responsible for the late delivery of the Goods, and any costs incurred by the Buyer and tradesmen unable to work. We advise the Buyer to ensure receipt of the Goods before scheduling the work for any trades associated with the Goods.

Delivery of the Goods shall be made to the Buyer’s address specified in the order and the Buyer shall make all the arrangements necessary to take delivery of the Goods whenever they are tendered for delivery.

Pallet orders are delivered within 2 to 3 days.

The Buyer agrees that Proof of Delivery provided to the Seller by the courier is sufficient evidence to establish that the Goods have been received by the Seller.

Deliveries must be signed for as proof of receipt unless, (before the Goods are despatched), the Buyer has given written permission for the Goods to be left without a signature – this written permission removes the liability for the Goods from the courier or Eltrace Limited after delivery of the Goods.

Title and risk in the Goods shall pass to the Buyer upon delivery of the Goods.

6. Cancellation Policy

The Seller will accept return delivery of the Goods within 7 working days of receipt of the Goods, providing the Seller is informed in writing by fax, email or post. Collection charges plus VAT at the current rate are applicable for all Goods returned due to cancellation.

No refund or exchange of Goods will be acceptable if the Goods are not in the exact condition as supplied or if the identity tags and stickers have been removed.

The Buyer shall accept responsibility for the care of the Goods until they are returned to the Seller.

7. Returns Policy

No claims will be accepted if the Goods have been partially or completely fixed or installed.

Without exception no returns will be accepted after the statutory 7 day cancellation period, unless by prior agreement with Eltrace Limited.

Faulty Goods that are returned to us will be replaced but we do make a restocking charge for returned Goods that are incorrectly ordered or surplus to requirements.

Please complete and return the Returns Form to be found on this website and send this Form to the Seller together with your returned items.

Restocking charge covers the cost of electrical safety testing, packing and administration expenses prior to the resale of the Goods. A 20% handling fee is charged for all returns, as well as a collection charge, unless the items are faulty in which case no charge will be made.

Collection can be arranged by Eltrace Limited and this will be subject to the collection charge.

8. Refunds

No refund or exchange of Goods will be acceptable if the Goods are not in the exact condition as supplied or if the identity tags and stickers have been removed.

After the statutory 7 day cancellation period, all refunds are at the total discretion of Eltrace Limited and will be subject to the Eltrace Limited Returns Policy.

Where returned Goods are found to be damaged due to the Buyer’s fault the Buyer will be liable for the cost of remedying such damage

9. Rights of the Seller

The Seller reserves the right to periodically update prices on, and this cannot be guaranteed for any period of time. The Seller shall make every effort to ensure prices are correct at the time the Buyer places an order

The Seller reserves the right to withdraw any Goods from at any time. The Seller shall not be liable to anyone for withdrawing any Goods from or for refusing to process an order

10. Warranty

The Seller warrants that the Goods at the time of delivery will correspond to the description given by the Seller. cables and mats are supplied with a Lifetime Guarantee providing they have been installed in accordance with the suppliers Installation Instructions and Guidelines and any failure to do this will make the guarantee void. The guarantee does not cover any faults caused by misuse / incorrect design / damage caused by others and any other subsequent damage that may occur during installation of the flooring.

The system must be checked prior to starting installation, before tiling or installing the final floor, and after installation, failure to do so will result in a void guarantee. The installation instructions are provided with a Guarantee Certificate to be completed and signed by the installer. All Guarantee Certificates to be returned to us within 30 days of completion of your installation.

The heating system shall be maintained in accordance with the supplier’s instructions; any damage caused by overheating due to misuse will void the guarantee, including causes by fixed units, appliances and additional floor covers such as bean bags, rugs or mats.

All other warranties, conditions or terms relating to fitness for purpose, merchantability or condition of the Goods, whether implied by Statute, common law or otherwise are excluded, and the Buyer is satisfied as to the suitability of the Goods for the Buyer’s purpose.

11. Imaging

Imaging can vary due to different causes such as quality of scanning, computer specification, and the images are there to act as a guide only and the Seller holds no responsibility as to the accuracy of imaging

12. Losses and Liability

The Seller will not be responsible for any losses (including profits, contracts, data, income, expenses) or any other indirect or consequential loss that is not reasonably predicted by both the Buyer and Seller when the Buyer used or when a contract for the sale of Goods by the Seller to the Buyer was formed.

Except as implied by law where the Buyer is dealing as a Consumer, in the event of any breach of these Terms and Conditions by the Seller the remedies of the Buyer shall be limited to damages which shall in no circumstances exceed the Price of the Goods and the Seller shall under no circumstances be liable for any indirect or consequential loss or damage whatsoever.

Nothing in these Terms and Conditions shall exclude or limit the liability of the Seller for death or personal injury resulting from negligence of the Seller or that of the Seller’s agents or employees

13. Waiver

No waiver by the Seller, either implied or expressed, in enforcing any of its rights under this Contract shall prejudice its rights to do so in the future.

14. Changes to Terms and Conditions

The Seller shall be entitled to alter these Terms and Conditions at any time but this right shall not affect the existing Terms and Conditions accepted by the Buyer upon making a purchase.

15. Governing Law & Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the law of England and the parties hereby submit to the exclusive jurisdiction of the English courts

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