Refund policy

Last updated: 20 October 2026

This policy sits alongside our Terms of Service (section 7). It does not affect your legal rights.

CONSUMERS: YOUR 14-DAY RIGHT TO CANCEL

If you are buying for yourself and not for a business:

- You can cancel your order for any reason within 14 days from the day you receive the goods (or the last item, if they arrive separately).
- To cancel, email sales@maxheatufh.com with your order number.
- Return the goods within 14 days of telling us. Unless the goods are faulty or wrong, you pay the cost of returning them.
- We refund the price and standard delivery within 14 days of getting the goods back (or proof you sent them), to your original payment method.
- No restocking fee is charged within this 14-day period. We may reduce the refund if the goods have lost value because you handled them more than you would in a shop, for example pipe cut from a coil, opened screed or adhesive, or used parts.
- This right does not apply to items made or cut to your specification, or to sealed items that have been opened and can't be returned for health or hygiene reasons.

AFTER 14 DAYS, AND TRADE CUSTOMERS

- Unused, undamaged goods in their original, unopened packaging can be returned within 30 days of delivery.
- Email sales@maxheatufh.com first for a returns number. Returns sent without one may be refused.
- You pay the return delivery, and a 20% restocking fee applies to goods that are not faulty.
- Cut, used or installed items, and special-order items, cannot be returned unless they are faulty.
- Trade customers: orders cannot be cancelled once placed.

FAULTY, DAMAGED OR WRONG ITEMS

- Please check your goods on delivery and tell us within 48 hours about any damage, missing items or wrong items. Photos help us sort it quickly.
- If an item is faulty or we sent the wrong thing, we will collect it or pay for the return, and repair, replace or refund it. No restocking fee applies.
- Consumers can reject faulty goods for a full refund within 30 days of delivery. After that, you are entitled to a repair or replacement, or in some cases a refund.
- Please don't install or keep using goods you know are faulty.

LOOP DESIGN SERVICE

- You can cancel and get a full refund before we start work on your design.
- When you order a design, you ask us to start straight away. Once the design has been delivered, it cannot be refunded. The fee is credited back against the kit on that same quote when you order it.

HOW TO RETURN

1. Email sales@maxheatufh.com with your order number and what you are returning.
2. We will send you a returns number and the address to send the goods to.
3. Pack the goods securely, with the returns number clearly shown.
4. We will email you once the return has been checked and the refund processed.

MaxHeatUFH Ltd, 5 Grasmere, Macclesfield, Cheshire, SK11 8PL, United Kingdom.