Terms and Conditions

1. About Us and the Website

 These terms and conditions apply to both our trade and consumer customers. However, if there is a conflict with your consumer rights as a consumer, your consumer rights will take precedence. 

Vpsunderfloorheating.co.uk  provides access to VPS Underfloor Heating’s website (the “Website“). This page tells you the terms on which we sell our products (“Products“) to you via the Website or over the phone.

These terms and conditions apply to orders placed via telephone or any other means.

This website is operated by VPS Trading Ltd, and throughout the site, the terms “we”, “us”, and “our” refer to VPS Trading Ltd. VPS Trading Ltd provides this website, including all information, tools, and services, to you, the user, subject to your acceptance of the terms and conditions outlined here.

By visiting our site and/or purchasing something from us, you are engaging in our “Service” and agreeing to be bound by the following terms and conditions (“Terms of Service” or “Terms”). These Terms apply to all users of the site, including but not limited to browsers, vendors, customers, merchants, and contributors of content. Please carefully read these Terms and Conditions before accessing or using our website. By accessing or using any part of the site, you are agreeing to be bound by these Terms and Conditions.

If you do not agree to all of the terms and conditions of this agreement, you are not permitted to access the website or use any of our services. If these Terms and Conditions are considered an offer, acceptance is limited to these Terms and Conditions. We may add new features or tools to our website, and these will also be subject to the Terms and Conditions.

We reserve the right to update, change, or replace any part of these Terms by posting updates and/or changes on our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

If you have any questions, please contact us at enquiries@vpsunderfloorheating.co.uk 

2. Terms of Website Use

 We will strive to ensure the Website is available without interruption and that transmissions are error-free. However, due to the nature of the Internet, this cannot be guaranteed. Additionally, access to the Website may be temporarily suspended or restricted for repairs, maintenance, or the introduction of new features or services. We will make efforts to minimise the frequency and duration of any such suspension or restriction.

Website Access License

Vpsunderfloorheating.co.uk grants you a limited, non-transferable and revocable license to access and make personal use of this website. This license does not allow you to download (other than page caching) or modify the website or any portion of it, unless express written consent is provided by Vpsunderfloorheating.co.uk. The license also prohibits any commercial use of this website or its contents, including but not limited to the collection and use of any product listings, descriptions, or prices, and any use of data mining, robots, or similar data gathering and extraction tools.

Additionally, you may not reproduce, duplicate, copy, sell, resell, visit or exploit this website or any portion of it for any commercial purpose without our express written consent. You are not allowed to frame or use any framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of Vpsunderfloorheating.co.uk without express written consent. You may also not use any meta tags or any other “hidden text” in vpsunderfloorheating.co.uk without our express written consent.

Any unauthorised use terminates the permission or license granted by us. You may create a hyperlink to the Welcome page of the Vpsunderfloorheating.co.uk site as long as the link does not portray Vpsunderfloorheating.co.uk, the website or our products or services in a false, misleading, derogatory, or otherwise offensive manner. You may not use Vpsunderfloorheating.co.uk’s logo or other proprietary graphic or trademark as part of the link without our express written consent.

Your Conduct:

 You are prohibited from using the Website in any manner that may cause interruption, damage or impairment to the Website or access to it. You are responsible for all electronic communications and content sent from your computer to us and must only use the Website for lawful purposes.

 The Website must not be used for the following:

 It is prohibited to use the Website for fraudulent purposes or in connection with any criminal offence or other illegal activity. You are not allowed to send, use or reuse any material that is illegal, offensive, abusive, indecent, defamatory, obscene, menacing, in violation of copyright, trademark, confidentiality, privacy, or any other right, harmful to third parties, or considered objectionable.

 Also, it is not allowed to use the Website to transmit software viruses, engage in political campaigning, solicit for commercial purposes, send chain letters, mass mailings or any form of “spam” that causes annoyance, inconvenience or unnecessary anxiety. 

3. Sales outside of the UK and Europe:

Our Website is primarily intended for use by individuals residing in the United Kingdom and European Union. We do not accept orders from individuals outside the EU unless we have made prior arrangements.

If you order Products from our Website for delivery outside the UK, there may be import duties and taxes that are assessed upon delivery to the specified destination. You will be responsible for paying these charges. We have no control over these charges and cannot predict their amount.

Before placing an order, please contact your local customs office for more information. It is important to note that you must comply with all relevant laws and regulations of the country to which the Products are being delivered. We will not be held liable for any violations of these laws by you.

4. Contract

When you place an order on Vpsunderfloorheating.co.uk, it serves as an offer to purchase a product. We will send you an email acknowledging receipt of your order, but this does not mean it has been accepted or a contract has been formed. We will only confirm acceptance of your order and the readiness of the product for dispatch through an “Order Confirmation” email.

The contract between us will only be valid for the products confirmed in the “Order Confirmation” email. If other products were included in your order, we will not be obligated to supply them until a separate “Order Confirmation” is sent. This applies to orders placed via telephone or in person on our premises. If you do not accept our terms and conditions, you have until the time of delivery to inform us in writing or by telephone and we will cancel your order.

5. Cancellation

You have the right to cancel a contract within 14 days of receiving your order confirmation. This means that during this time, if you change your mind or decide for any other reason that you do not want to receive or keep a product, you can notify us of your decision to cancel the contract and receive a refund. However, this cancellation right does not apply to goods made to your specification, perishable products, or products that become mixed inseparably with other items after delivery. For further details, please refer to our returns policy.

Your legal right to cancel a contract starts from the date of the order confirmation, which is when the contract between us is formed. The deadline for canceling the contract depends on the type of product you ordered and how it is delivered:

  1. For a single product that is not delivered in instalments on separate days, the end date is 14 days after the day you receive the product.
  2. For a product that is delivered in instalments on separate days or multiple products that are delivered on separate days, the end date is 14 days after the day you receive the last instalment or the last separate product.
  3. For the regular delivery of a product over a set period, the end date is 14 days after the day you receive the first delivery of the products.

To cancel a contract, you can email enquiries@vpsunderfloorheating.co.uk and quote your order number requesting to cancel the order. You can also contact our customer service team by telephone or by post. If you email or write to us, please include details of your order to help us identify it. Your cancellation will be effective on the date you send the email or post the letter.

We may deduct from the reimbursement for loss in value of any products supplied if the loss is as a result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive the products back from you. Unless the product is faulty or not as described, you will be responsible for the cost of returning the products to us. If the product is faulty or mis-described, we will refund the price of the product in full, including any reasonable costs you incur in returning the item to us.

We will refund you on the credit card or debit card used to pay.

If you are a consumer, this paragraph and these terms do not affect your statutory rights. You can get advice about your legal rights from your local Citizens’ Advice Bureau or Trading Standards office.  

6. Pricing, Payment, and Availability


The prices of products displayed on the website are subject to change at any time and may be different at the time of your order. However, if we have already sent you an Order Confirmation, the price will not change. Prices include VAT (unless otherwise stated) and standard delivery costs (unless otherwise stated).

Please refer to our Delivery Information for more details on shipping costs. We are not required to provide a product to you at an incorrect (lower) price if the pricing error is obvious and could have reasonably been recognised as a mis-pricing, even after we have sent you an Order Confirmation.


We accept online payment, PayPal, and telephone payments with all major credit/debit cards. However, please note that orders over a certain limit as indicated during checkout must be shipped to the cardholder’s address. It is your responsibility to ensure that the payment information provided, including the correct card billing address, is correct. If this information is incorrect, your order may be automatically cancelled due to fraud checks conducted by our payment processor.


Availability of products is subject to change. We will inform you by email or phone if any products you order are unavailable. If we are unable to supply you with a product, such as if it is out of stock or no longer available, or if we cannot meet your requested delivery date, we reserve the right to provide a substitute product of equal or greater quality and value. If no suitable substitute is available, we will inform you by email and will not process your order. If we are unable to process your order and you have already paid for the products, we will refund you the full amount, including any delivery costs, as soon as possible.

7. Risk and Title

The risk of loss or damage to the goods shall pass to the buyer upon delivery of the goods to the buyer or their designated carrier. Title to the goods shall not pass to the buyer until payment in full has been received by the seller.

8. Delivery

For delivery costs and expected delivery times, please take a look at our Delivery Policy

As we use 3rd party delivery agents, VPS Underfloor Heating is unable to guarantee that all deliveries will be delivered in the timescales offered. VPS Underfloor Heating will not be liable for any loss of income, loss of profits, loss of markets, loss of reputation, loss of customers, loss of use, loss of an opportunity even if we had knowledge that such damages or loss might arise or for any indirect, incidental, special or consequential damages or loss howsoever arising.

Please Note: Before scheduling any tradesmen, make sure you have all necessary materials. Our pledge is to deliver the product to the courier.

9. Returns and Refunds Policy

For a refund, return unused items in their original, saleable condition with packaging, all components, and any promotional items received. Also, include a filled out returns form with your invoice number.

We are unable to accept any returns without a returns form – Download it here (Right-Click and choose Save Link As…)

Please note that returns and refunds can take up to 14 days to process from receipt of goods.

Return of Surplus Goods

  • No item can be returned to the Company without prior permission and accompanied with a returns form.
  • Specially ordered goods cannot be returned. For the purposes of this clause, specially ordered goods refer to items specifically requested by the purchaser and not regularly kept in stock by the Company.
  • All goods being returned must be in the original packaging and in a saleable condition.
  • Unused goods may not be returned after a period of 14 days from when the item was delivered.

Return of Faulty, Incorrect or Damaged Goods

  • If you notice any issues with your item within 48 hours of receiving it, we are happy to exchange it for a new one at no cost to you. Alternatively, we can also provide a refund if that is your preferred option.
  • To initiate the return process for a faulty or damaged product, please contact us on 0141 343 2245 and speak to one of our team. We will assist you in arranging for the product to be returned to our warehouse for assessment. Upon review, if we determine that the product was indeed faulty or damaged, we will process a refund promptly or exchange it.
  • Please note that if the product was purchased more than 14 days ago, we are no longer able to offer a refund. However, you are still eligible to return the item for repair or replacement within the item’s warranty period.

Heatmiser Returns

If you wish to receive a replacement or return a faulty Heatmiser item, please make sure to contact Heatmiser’s technical support (+44 (0)1254 669090, Option 2 for Support and Product Advice) in the first instance to receive a Heatmiser reference number. Once you have this number, faulty goods can be returned to our address accompanied by the returns form with details of your order number and Heatmiser’s reference number.

Special Items

Please note that for specially requested and any items that are not part of our standard product range there may be a manufacturer restocking charge applicable that would be removed from any refund or credit note. This percentage varies between manufacturers so please ask before placing an order if you are in any doubt.

Any items that are manufactured specifically for a customer are unfortunately not covered by any returns policy.

How to Return an item.

  • In person:

Unit 30, Westfield North Industrial Estate, Grayshill Road, Cumbernauld, Glasgow, Scotland, G68 9HQ – Return your item in person, with a completed returns form and we will process in-store.

  • Registered Post:

Post the items to Unit 30, Westfield North Industrial Estate, Grayshill Road, Cumbernauld, Glasgow, Scotland, G68 9HQ – Your return must include a completed returns form with the relevant invoice number and we will process the return.

  • Collection:

If the wrong item was sent by us, you can contact us at 0141 343 2245 with your invoice number or via email at enquiries@vpsunderfloorheating.co.uk to arrange for collection or return the item(s) through registered mail. (Postage cost will be refunded)

10. Warranty

ProWarm Lifetime Warranty

ProWarm™ is the UK’s only manufacturer of underfloor heating that offers a lifetime guarantee on its thermostats and heating cables – for more information, see:

ProWarm Lifetime Warranty

Heatmiser Warranty

Heatmiser offer a 2 year return to base warranty.

Return to base means that should your product develop a fault within the first 2 years, you would return the product to Heatmiser for inspection. If faulty, Heatmiser would repair/replace the product accordingly. See Section 9 for the more details on the Heatmiser returns procedure.

Salus Controls

Salus offer a 5 year warranty on their underfloor heating controls range.

11. Heating Design, Quotations and Sales

The information and quotations we provide are based on the information given to us. We are not liable for errors in the quotations or equipment supply due to misinformation. Technical information is given in good faith. 

Measurements and calculations are based on the plans provided at the time of design, but VPS Underfloor Heating cannot guarantee the accuracy of any detail as shown.

It is assumed that the building’s insulation standards meet or exceed the current Part L1A of the Building Regulations for new installations.

12. Force Majeure

Neither party shall be liable for any delay or failure in performance of any obligation under these terms and conditions to the extent that such delay or failure is caused by an event beyond the reasonable control of the party, including but not limited to acts of God, war, strikes, riots, fire, flood, and other natural disasters. The affected party shall give prompt written notice to the other party of the existence of such force majeure event and shall use its best efforts to resolve the event and remove its effects as soon as possible.

13. Applicable Law

These terms and conditions shall be governed by and construed in accordance with the laws of Scotland. Both parties agree to submit to the exclusive jurisdiction of the Scottish courts for the resolution of any disputes arising under or in connection with these terms and conditions.

VAT Number: GB303867306

VPS Underfloor Heating is part of VPS Trading Ltd. VPS Trading Ltd is registered in Scotland and is a limited liability company. Registered Number: SC604192

Registered Office: Unit 30, Westfield North Industrial Estate, Grayshill Road, Cumbernauld, Glasgow, Scotland, G68 9HQ

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