Customer Terms of Service

Delivery Charge

Carriage charges apply on some orders below £75 RTP for non-underfloor heating products from 1st January 2019.
The carriage charge is £10 excl VAT.

Heat Mat Returns Policy

All returns are subject to a £15 admin charge and re-stocking fees at £2 per item.

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. 

We regret that we are unable to accept returns of some products.

The following items are non-returnable: Self-limiting Trace heating cables (product codes: ACC-CAB-0012/0017/0023/0028/EX12/EX17/EX23/EX28, ACC-CWP-0011) and any other custom made items.

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 returns@heatmat.co.uk

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 Managing Director, Johanne Stimson: johanne.stimson@heatmat.co.uk

Or write to us:  
Please address your letter to Johanne Stimson, Managing Director

Heat Mat Limited
3 Danworth Farm
Cuckfield Road
Hurstpierpoint
West Sussex
BN6 9GL