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Return and Refund Policy

For Floor Heating Solutions direct purchases: you may return any unused item  with original packaging and contents within 7 days of receiving the product for a refund.

*You will be responsible for paying for your own shipping costs for returning your items and agree that initial freight costs are not refundable.

*If 7 days have gone by since receiving the product, unfortunately we can’t offer you a refund or exchange.

*We recommend opening your Floor Heating Solutions products to inspect them promptly upon receiving so if there are any issues or damages within transit we can help rectify accordingly within eligible 7 day returns timeframe. Please note, any damages in transit or when cartons are opened, need to be noted on delivery paperwork and reported to Floor Heating Solutions within 4 days and not assembled in any way prior to contacting us. 

*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. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.


Change of mind orders prior to fulfilment are refunded minus applicable payment processing fees incurred by Floor Heating Solutions. For retailer purchases: Purchases made through an authorised retailer must be returned to the retailer and will be subject to their return policies. 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company. It may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email for the return address.

To return your product, please email us for the return address. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary.  

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.