FloorHeat accepts returns on most products purchased through our website, subject to the guidelines below. Because many of our products are custom-built, heavy, or require special handling, our return policies vary by product category.

Our goal is to offer a fair and transparent process while maintaining the high standards and quality our customers expect.

1. General Return Requirements

To qualify for a return, all items must be:

• Unused and uninstalled
• Clean, free of dirt, markings, or jobsite debris
• Undamaged and in resellable condition
• Returned with all original components and accessories
• Properly packaged to prevent damage in transit
• It must be within 90 days of the purchase date.

FloorHeat cannot accept returns on items that are damaged, dirty, altered, or previously installed. Items that arrive in non-resellable condition may be rejected or incur additional deductions.

Customers are responsible for all return shipping costs unless otherwise stated.

2. Control Panel Return Policy

Control panels are large, heavy, and require palletized freight shipping. As such, they follow stricter return standards, consistent with industry practice for custom hydronic equipment.

Restocking Fee

A 25% restocking fee applies to all returned control panels.

Condition Requirements

• Control panels must not have been connected, installed, or exposed to water.
• Panels that show signs of installation, exposure to water, alteration, or modification will have their return voided.
  • Any damage, missing components, or repair costs will be deducted from the refund.
• CUSTOM PANELS MAY NOT BE RETURNED

Packaging & Shipping

• Control panels must be returned via LTL freight.
• Panels must be palletized, secured, and boxed or crated according to freight standards.
• Damage caused by improper packaging will result in deductions.

FloorHeat can provide recommended packaging guidelines or materials upon request (at the cost of the packaging materials and the cost of shipping them).

3. Small Item Return Policy

For smaller products, we offer a more flexible return option while still maintaining industry-standard quality controls.

Eligible Small Items

• Thermostats
• Electric heating mats
• Unused EasyFloor Grid pieces
• Unused heat plates
• Unopened, unused rolls of foil
  • Must be in original packaging
  • Cannot be cut, unrolled, or partially used

Restocking Fee

Small items may qualify for a reduced 10% restocking fee.

Condition Requirements

Small items must be:

• Unopened (where applicable)
• Unused
• Clean and undamaged
• Returned in secure, protective packaging

Items arriving damaged due to inadequate packaging will be subject to deductions.

4. Non-Returnable Items

The following items cannot be accepted for return:

• Custom-made or custom-configured products (ex. Non-Standard Panels, 5 and 6 Zone Panels)
• Items cut to length (PEX tubing, or custom foil sections)
• Items damaged due to installation, misuse, or improper handling
• Partial rolls of foil or partially used materials
• Clearance items or items sold as “final sale”

5. Return Authorization (RMA) Requirement

All returns must be approved in advance and issued an RMA (Return Merchandise Authorization).

This ensures:

• The product is eligible
• Proper return instructions are provided
• Packaging requirements are clear

Returns sent without an RMA may be refused or delayed.

6. Refund Processing

Refunds are issued once returned items are:

1. Received,
2. Inspected, and
3. Confirmed to meet return criteria.

Refunds are made to the original payment method.
Inspection is typically completed within 5 – 7 business days of receipt.