Heat Mat Returns Policy
All returns are subject to a £15 admin charge and re-stocking fees at £2 per item, except for Thermal Insulation Boards which incur a charge of £7.50 per box + VAT.
Heat Mat reserves the right to refuse the return of goods if the condition of the stock does not allow re-sale. Additional costs incurred to make goods fit for re-sale will be charged to your account.
These costs include replacement packaging, testing of products if required and other related items.
Please note, any systems that are returned due to incorrect size will only be accepted provided that they are in a suitable condition to be re-packaged and re-sold.
Goods should be sent back to Heat Mat via your own courier, however, should you require a collection, this can be arranged for a minimum charge of £15.00. Collection of Thermal Insulation Board will incur a higher cost.
We regret that we are unable to accept returns of some products.
The following items are non-returnable: Combymat Overlay Boards (product code: CBM-OVE-0280), Self-levelling Compound and primer (product codes: MIR-THE-0025, MIR-PRI-0001, MIR-PRI-0005), Self-limiting Trace heating cables (product codes: ACC-CAB-0012/0017/0023/0028/EX12/EX17/EX23/EX28, ACC-CWP-0011) and Thermal Insulation Boards over 20mm thick.
Returns will not be accepted without a returns note number. Please note the time limit for returning goods is 30 days from the date the goods returned note is issued.
For any queries please call our sales team on 01444 247020 or email firstname.lastname@example.org
Heat Mat Complaints Procedure
Heat Mat is synonymous with quality and our customer care is second to none. We strive to offer you the best possible service at all times. However, if you feel we have not provided you with the level of excellence our customers can expect, please let us know in person, via email or post. We will investigate your complaint and ensure your enquiry is dealt with promptly.
Customer service on 01444 247020
Or alternatively send an email with details of your concern to our
Managing Director, Johanne Stimson: email@example.com
Or write to us:
Please address your letter to Johanne Stimson, Managing Director
Heat Mat Limited
Ashwyn Business Centre