Returns & Warranty Policy
1. Returns and Refunds Policy
- Customers may cancel their order within 14 days (cooling-off period) from the date of receipt by contacting us via email or phone.
- Once cancellation is confirmed, goods must be returned within the following 7 days.
- After this 14-day period, cancellations or returns are only accepted if the product is faulty or not as described.
lmportant: Once any underfloor heating film or component has been installed,connected, cut, or modified, it is considered used and cannot be returned, even within thecooling-off period, unless a manufacturing defect is proven.
2. Product Condition Requirements
Returned goods must be in unused, resalable condition, complete with all original packaging, labels, accessories, and components.
The following items cannot be returned:
- Custom-made or bespoke products.
- Underfloor heating products that have been opened, installed, or connected.
- Items damaged due to incorrect storage, handling, or installation.
3. Exchanges and Repairs
If you believe your product is faulty, please contact our customer service team within 30 days.
- Within the first 30 days: you may request a replacement or refund.
- Between 30 days and 12 months: we may offer repair or replacement. If neither is possible, a refund may be issued.
- After 6 months, you may need to provide evidence that the fault existed at the time of purchase.
We will cover reasonable return postage for approved quality claims.
4. Shipping Costs
- For returns due to product faults or shipping errors: we cover postage both ways.
- For returns due to personal reasons (e.g. change of mind, incorrect size): postage is the buyer’s responsibility.
5. Refund Process & Timeline
- Refunds are processed within 7–15 working days after returned goods are inspected and approved.
- Refunds will be made to the original payment method.
- If items are incomplete, damaged, or fail inspection, related costs may be deducted from the refund amount.
6. Return Request Procedure
To request a return, please contact us via:
📧 Email: sales@levsongreenheating.com
📞 Whatsapp: +44 (0)7387 883334 (Mon–Fri, 09:00–18:00 UK time)
When submitting your request, please provide:
- Your order number
- Reason for return/exchange
- Product photos
We will then issue a Return Authorisation and provide detailed instructions.
7. 12-Month Warranty
- All products come with a 12-month warranty from the date of purchase.
- During this period, we offer repair, replacement, or refund for any non-human-caused quality issues.
- Warranty covers manufacturing or material defects, but does not cover:
- Incorrect installation
- Misuse or accidental damage
- Unauthorized modifications
- Proof of purchase (order number or receipt) is required for warranty claims.