Delivery, Returns and Refunds Policy
Standard Delivery Policy
All shipping options can be selected during the checkout process.
Our standard delivery charge is £10.00. Orders will be dispatched on Monday – Friday. Customers using our standard shipping service will normally receive their items in 1 to 3 working days from the time they place their orders.
We offer a next day delivery service. The cost of this is £15.00. To use this service we would expect to receive the order before 12.00 noon. We do endeavour to dispatch orders received later than this where possible.
We offer a pre 10.00am next day delivery. The cost of this is £20.00. To use this service we would expect to receive the order before 12.00 noon. We do endeavour to dispatch orders received later than this where possible.
We offer a Saturday delivery service. The cost of this is £30.00. To use this service we would expect to receive the order before 12.00 noon. We do endeavour to dispatch orders received later than this where possible.
We carry a large stock and can normally fulfil all orders within the timescales detailed. On the odd occasion we can have some stock shortages. If we are unable to meet our commitments we will contact the affected customer and discuss any problems and possible solutions. This will include making a full refund.
Further charges may apply for standard parcels being delivered to remote locations and offshore islands as defined by our couriers, please see below for a list of affected postcodes.
Please telephone us on 0141 459 3141 for prices regarding long length and/or over 10kg in weight to remote UK (i.e. Scottish Highlands & islands) and all international orders prior to placing your order so we can advise on excess charges. Our couriers class anything 1m and above as a long length.
If you need any further information regarding stock, postal charges, dispatch time or timed delivery options and cost please telephone us on 0141 459 3141 or email firstname.lastname@example.org
As we use 3rd party delivery agents, VPS Underfloor Heating are unable to guarantee that all deliveries will be delivered in the timescales offered. VPS Underfloor Heating will not be liable for any loss of income, loss of profits, loss of markets, loss of reputation, loss of customers, loss of use, loss of an opportunity even if we had knowledge that such damages or loss might arise or for any indirect, incidental, special or consequential damages or loss howsoever arising.
We know that you will be pleased with your purchases from VPS Underfloor Heating. However, there may be occasions when you need to return items to us. In all instances of a return, please make sure to include a note within your package that details your order number, the items you are returning, and whether you would like to exchange them or receive a refund.
If you wish to receive a replacement or return a faulty Heatmiser item, please make sure to contact Heatmiser’s technical support first in order to receive a reference number. Once you have this number, faulty goods can be returned to our address accompanied by a note detailing your order number and Heatmiser’s reference number.
Please note that for specially requested and any items that are not part of our standard product range there may be a manufacturer restocking charge applicable that would be removed from any refund or credit note. This percentage varies between manufacturer so please ask before placing an order if you are in any doubt.
Any items that are manufactured specifically for a customer are unfortunately not covered by any returns policy.
Your Right of Cancellation
You have the right to cancel the contract at any time up to 14 days after you receive the goods under the Distance Selling Regulations (DSR). Please note that this policy has some limitations which are detailed below and does not apply to business customers.
To exercise your right of cancellation you must give written notice to VPS Underfloor Heating either via hand, post or email. Notification by telephone is not sufficient.
Except in the case of faulty or mis-described goods, if you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to VPS Underfloor Heating at your own cost. The goods must be returned to the address as shown on the returns form. You must take reasonable care to ensure the goods are not damaged or the box defaced in any way in the meantime or whilst in transit. In the case of faulty or mis-described goods VPS Underfloor Heating shall, after receiving notification, either collect the goods from you or ask you to return the goods at an agreed cost which VPS Underfloor Heating will pay for.
Once you have notified VPS Underfloor Heating that you are cancelling the contract, VPS Underfloor Heating will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods.
Except in the case of faulty or mis-described goods, if you do not return the goods as required, VPS Underfloor Heating may charge you a sum not exceeding the direct costs of recovering the goods.
You do not have the right to cancel the contract if the order is for consumable goods which, by their nature, cannot be returned, save where a fault is discovered which could not have been discovered otherwise than by unsealing the goods.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 7 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, simply refuse the delivery. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.
Items Missing, Incomplete & Incorrect Orders
If any items are missing from orders, we ask that you report it to us within 7 working days (please note that this is 48 hours for our business customers). If it is obvious the order is incomplete or incorrect on receipt, simply refuse the delivery. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.
Items Faulty on Arrival
If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it’s more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facility for your convenience which we recommend you use to correct the fault quickly. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated).
If you Change your Mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 10 days of receipt. The item must not be used and must be ‘as new’ when returned to us. Once you’ve informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at VPS Underfloor Heating, we’ll issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers.
VPS Underfloor Heating
Unit 16, Whitegates Business Park
Lenzie Road, Kirkintilloch
Postcodes affected by the Highlands Excess:
AB31, AB32, AB33, AB34, AB35, AB36, AB37, AB38, AB41, AB42, AB43, AB44, AB45, AB51, AB52, AB53, AB54, AB55, AB56, FK17.
FK18, FK19, FK20, FK21, IV1, IV2, IV3, IV4, IV5, IV6, IV7, IV8, IV9, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV20
IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV29, IV30, IV31, IV32, IV33, IV34, IV35, IV36, IV37, IV38, IV39, IV40, IV41, IV42
IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV50, IV51, IV52, IV53, IV54, IV55, IV56, IV63, KW1, KW2, KW3, KW4, KW5, KW6, KW7
KW8, KW9, KW10, KW11, KW12, KW13, KW14, KW15, KW16, KW17, PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28
PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA39, PA40, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48
PA49, PA50, PA51, PA52, PA53, PA54, PA55, PA56, PA57, PA58, PA59, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68,
PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31,
PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH49, PH50, HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8
HS9, KA27, KA28, ZE1, ZE2, ZE3, TR21, TR25, IM1, IM2, IM3, IM4, IM5, IM6, IM7, IM8, IM9, TR21, TR22, TR23, TR24, TR25
Plus, all of Ireland, Isle of Wight, Isle of Man and the Channel Islands.