Customer Terms of Service

Delivery Charge

Carriage charges apply on some orders below £75 RTP for the Heat Mat range. The carriage charge is £10 excl VAT. FlexHeat products incur a £15 carriage charge for all orders below £200 excl VAT. Orders for 3 or more packs of Combymat Overlay Boards (CMB-OVE-0280) also carry a pallet charge of £50. MIR-THE-0020 and MIR-PRI-0005 orders incur a £50 pallet charge regardless of order size. Order cut-off is 1.30pm for next day delivery. These products are non-returnable. For any queries please call our sales team on 01444 247020 or email

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 £15 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. 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-0020, MIR-PRI-0001, MIR-PRI-0005), Thermal Primer (product code: ACC-PRI-0001), Self-limiting Trace heating cables (product codes: ACC-CAB-0012/0017/0023/0028/EX12/EX17/EX23/EX28, ACC-CWP-0011), Thermal Insulation Boards over 20mm thick, non-stock Mirror demister pads (for a list of stock items click here or refer to our product brochure) and any custom-made items. Returns will not be accepted without a returns note number. Please note returns will only be accepted within 30 days from the date of invoice. For any queries please call our returns team on 01444 247020 or email

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.

Please contact: Customer service on 01444 247020 Or alternatively, send an email with details of your concern to our Chief Operating Officer, David Green:

Or write to us:

Please address your letter to David Green,

Chief Operating Officer Heat Mat Limited
3 Danworth Farm,
Cuckfield Road,
West Sussex