Terms and Conditions

Ideal UFH

These Terms and Conditions apply to all customers of Ideal UFH, including both consumers and trade customers.

Ideal UFH supplies underfloor heating systems, manifolds, controls, pumps, plumbing accessories, pipework, insulation products, installation tools, fittings, and associated heating system components through our website, over the telephone, by email, and in person.

Please read these Terms and Conditions carefully before placing an order. By accessing our website, purchasing products, or using any of our services, you agree to be bound by these Terms and Conditions.

If you do not agree to these Terms and Conditions, you should not use our website or purchase products from Ideal UFH.

For any questions relating to these Terms and Conditions, please contact our customer service team.

These Terms and Conditions apply to all orders placed through our website, by telephone, by email, or in person.

Information About Us

Ideal UFH is a supplier of underfloor heating and plumbing products throughout the United Kingdom.

References to “we”, “us”, and “our” refer to Ideal UFH.

References to “you” and “your” refer to the customer purchasing products from Ideal UFH.

Our website is intended for customers located within the United Kingdom.

For customer support, product advice, order enquiries, and after-sales assistance, please contact our customer service team using the contact details published on our website.

Website Use

We make every reasonable effort to ensure that our website remains available and functions correctly at all times.

However, we cannot guarantee uninterrupted access to the website due to circumstances beyond our control, including but not limited to:

• Scheduled maintenance
• Software updates
• Technical failures
• Internet service interruptions
• Third-party hosting issues
• Cyber security incidents

We reserve the right to suspend, restrict, modify, or withdraw access to any part of the website without notice.

Licence To Use The Website

You are granted a limited, non-exclusive, revocable licence to access and use our website for personal and business purchasing purposes.

You may not:

• Reproduce website content without permission.
• Copy product listings, descriptions, specifications, pricing, or images.
• Use automated software, bots, crawlers, or scraping tools.
• Republish website content elsewhere.
• Use website content for commercial resale purposes.
• Modify or create derivative works from website content.

All intellectual property rights relating to the website remain the property of Ideal UFH or its licensors.

Unauthorised use may result in termination of access and legal action where appropriate.

Customer Conduct

You agree not to use the website:

• For any unlawful purpose.
• To commit fraud.
• To distribute malicious software.
• To transmit offensive, defamatory, abusive, or threatening material.
• To infringe the intellectual property rights of others.
• To interfere with website functionality.
• To collect customer information without permission.
• To engage in spam, mass marketing, or unsolicited communications.

Any breach of these conditions may result in immediate suspension of access to our website.

Intellectual Property

All trademarks, logos, product information, technical content, images, graphics, documents, specifications, designs, and website content remain the property of Ideal UFH or the relevant rights holder.

Nothing within these Terms and Conditions grants ownership of any intellectual property rights.

You may not reproduce, copy, distribute, or commercially exploit any content without our prior written permission.

Sales Within The United Kingdom

Ideal UFH primarily supplies products within the United Kingdom.

Orders placed for delivery outside of the United Kingdom may be refused at our discretion.

Any accepted international order may be subject to additional shipping costs, customs duties, taxes, import fees, and local regulations, all of which remain the responsibility of the customer.

Customer Eligibility

By placing an order with Ideal UFH, you confirm that:

• You are at least 18 years old.
• You are legally capable of entering into a binding contract.
• All information supplied during the ordering process is accurate and complete.
• You are authorised to use the payment method provided.

Formation Of Contract

When you place an order, your order constitutes an offer to purchase products from Ideal UFH.

After an order is submitted, you will receive confirmation that we have received your order.

This acknowledgement does not constitute acceptance of your order.

A contract is only formed when we confirm acceptance of your order and issue an order confirmation or dispatch notification.

We reserve the right to refuse any order for reasons including but not limited to:

• Product unavailability.
• Pricing errors.
• Suspected fraud.
• Incorrect customer information.
• Payment authorisation failure.
• Regulatory or legal restrictions.

Where an order cannot be fulfilled, any payment received will be refunded in full.

Product Information

We take reasonable care to ensure that product descriptions, specifications, dimensions, technical data, photographs, and illustrations are accurate.

However:

• Product images may differ slightly from actual products.
• Colours displayed on screens may vary.
• Manufacturers may alter specifications without notice.
• Product dimensions may be subject to reasonable manufacturing tolerances.

Customers are responsible for ensuring products are suitable for their intended application before installation.

Where technical advice is provided, it is offered in good faith but does not remove the customer’s responsibility to verify suitability for their specific project.

Right To Cancel

If you are purchasing as a consumer, you may have the right to cancel your order under the Consumer Contracts Regulations.

You have the right to cancel an order within 14 days of receiving your goods without providing a reason.

The cancellation period expires:

• 14 days after receiving the goods.
• 14 days after receiving the final item if goods are delivered separately.
• 14 days after receiving the first delivery for recurring deliveries.

To exercise your right to cancel, you must notify Ideal UFH in writing by email or other accepted communication method before the cancellation period expires.

Upon receiving your cancellation request, we will confirm receipt and provide return instructions where applicable.

The following items are excluded from cancellation rights:

• Bespoke or made-to-order products.
• Custom-cut pipework.
• Special-order items sourced specifically for a customer.
• Products that have been installed.
• Products altered after delivery.
• Goods inseparably mixed with other materials after installation.
• Sealed products that have been opened where hygiene or safety regulations prevent resale.

Returns Policy

Products may be returned subject to the following conditions:

• Goods must be unused.
• Goods must be in a resaleable condition.
• Original packaging must be intact where reasonably possible.
• Products must not have been installed.
• Products must not show signs of damage caused by handling after delivery.

Returns requested outside statutory consumer rights are accepted solely at our discretion.

Return requests should be made before returning goods.

Unauthorised returns may be refused.

Where returns are accepted, customers remain responsible for ensuring products are returned safely and securely.

We strongly recommend using tracked and insured delivery services.

Refunds

Once returned goods have been received and inspected, any approved refund will be processed.

Refunds will normally be made using the original payment method.

Refunds may be reduced where:

• Products have been damaged.
• Products have been used.
• Products have been installed.
• Product value has been diminished through unnecessary handling.

Refunds will typically be processed within 14 days of receiving returned goods.

Original delivery charges may only be refunded where required by law.

Faulty, Damaged Or Incorrect Goods

Customers must inspect all deliveries upon receipt.

Any shortages, damages, or incorrect items should be reported as soon as possible and no later than 48 hours after delivery.

Where products are found to be:

• Faulty.
• Damaged during transit.
• Incorrectly supplied.

Ideal UFH will, at its discretion:

• Replace the goods.
• Repair the goods.
• Supply replacement parts.
• Issue a full or partial refund.

Photographic evidence may be required before claims can be processed.

No installation should take place if goods are visibly damaged.

Installation of damaged products may invalidate any claim.

Pricing

All prices displayed are in Pounds Sterling (£).

Prices include VAT where applicable unless otherwise stated.

We reserve the right to change prices at any time without notice.

Price changes will not affect orders already confirmed by us.

Despite our best efforts, occasional pricing errors may occur.

Where a pricing error is identified:

• We are not obliged to supply goods at an incorrect price.
• We may cancel the order.
• We will offer the option to proceed at the correct price.
• We may issue a full refund where payment has already been taken.

Payment

Payment must be received in full before products are dispatched unless alternative credit arrangements have been agreed in writing.

We reserve the right to refuse any order where payment authorisation cannot be obtained.

Accepted payment methods may include:

• Debit Cards
• Credit Cards
• Bank Transfers
• Finance Facilities (where available)
• Other approved payment providers

Ownership of goods remains with Ideal UFH until full payment has been received.

Delivery

We use third-party courier and logistics providers to fulfil deliveries.

Whilst every effort is made to deliver within advertised timescales, delivery dates are estimates only.

We shall not be liable for losses arising from delayed deliveries.

Delivery may be affected by:

• Weather conditions.
• Vehicle breakdowns.
• Courier delays.
• Industrial action.
• Supply chain disruptions.
• Events beyond our reasonable control.

Risk in the products passes to the customer upon delivery.

It is the customer’s responsibility to ensure:

• Access is available.
• Someone is available to receive goods where required.
• Products can be safely unloaded.

Failed deliveries caused by customer circumstances may incur additional charges.

Risk And Ownership

Risk passes to the customer when products are delivered.

Ownership of products remains with Ideal UFH until payment has been received in full, including all applicable delivery charges.

Until ownership transfers:

• Products must be stored safely.
• Products must be identifiable as belonging to Ideal UFH.
• Products must not be resold without written permission.

Underfloor Heating System Responsibility

Ideal UFH supplies products for use within heating and plumbing systems.

Responsibility for system design, installation, commissioning, operation, and ongoing maintenance remains with the installer, contractor, engineer, or property owner.

Customers must ensure:

• Products are suitable for the intended application.
• Installation complies with manufacturer guidelines.
• Installation complies with current Building Regulations.
• Installation complies with all relevant British Standards.
• Qualified tradespersons are used where required.

Ideal UFH accepts no responsibility for installation errors, incorrect product selection, poor workmanship, inadequate system design, or failure to follow installation instructions.

Technical guidance provided by Ideal UFH is offered in good faith and should not be relied upon as professional engineering advice.

Plumbing Products And Fittings

All plumbing fittings, valves, manifolds, pumps, controls, pipework, and accessories must be installed by competent persons.

Customers should verify compatibility with existing systems before installation.

Ideal UFH cannot accept liability for losses arising from:

• Incorrect installation.
• Incompatible products.
• Failure to pressure test systems.
• Failure to commission systems correctly.
• Water damage caused by installation defects.
• System design errors.

Products should always be installed in accordance with manufacturer instructions.

Product Warranties

Where applicable, products supplied by Ideal UFH may be covered by a manufacturer’s warranty.

Warranty periods vary depending on the manufacturer and product type.

Warranty coverage is subject to the terms and conditions provided by the manufacturer and may require:

• Correct installation.
• Proper commissioning.
• Ongoing maintenance.
• Compliance with manufacturer instructions.

Warranty claims may be rejected where products have been:

• Installed incorrectly.
• Modified without approval.
• Used outside their intended purpose.
• Damaged through misuse, neglect, or accident.
• Installed by unqualified persons where professional installation is required.

Ideal UFH acts as a supplier and does not provide additional warranties beyond those required by law unless expressly stated in writing.

Limitation Of Liability

Nothing within these Terms and Conditions excludes or limits liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Any liability which cannot legally be excluded under applicable law.

Subject to the above, Ideal UFH shall not be liable for:

• Loss of profit.
• Loss of revenue.
• Loss of business opportunity.
• Loss of contracts.
• Loss of anticipated savings.
• Loss of goodwill.
• Loss of data.
• Business interruption.
• Indirect or consequential losses.

Our total liability relating to any order shall not exceed the value of the products supplied under that order.

Installation And System Performance Disclaimer

Ideal UFH supplies products and components but does not install, commission, inspect, certify, or maintain systems unless specifically agreed in writing.

System performance depends upon numerous factors including:

• Heat loss calculations.
• Building insulation levels.
• Pipe spacing.
• Floor construction.
• Water temperatures.
• Boiler or heat source performance.
• Installer workmanship.
• Control settings.

As these factors remain outside our control, Ideal UFH cannot guarantee specific heating outputs, running costs, energy savings, warm-up times, or system performance results.

Customers should obtain professional design and installation advice where required.

Technical Information

Technical specifications, installation guides, product literature, calculations, and recommendations are provided for general guidance only.

Whilst we make every effort to ensure information is accurate, customers remain responsible for confirming suitability for their intended project.

Ideal UFH accepts no responsibility for decisions made solely on the basis of information provided on our website, catalogues, emails, or marketing materials.

Professional advice should be sought where uncertainty exists.

Trade Customers

Trade customers are expected to possess the technical knowledge required to select, install, and commission products correctly.

Unless otherwise agreed in writing:

• All invoices must be paid in accordance with agreed payment terms.
• Late payments may incur interest and recovery costs.
• Products remain the property of Ideal UFH until paid for in full.
• Credit facilities may be withdrawn at any time.

Trade customers are responsible for ensuring products are suitable for the intended application before installation or resale.

Retention Of Title

Until all outstanding sums owed to Ideal UFH have been paid in full:

• Ownership of goods remains with Ideal UFH.
• We reserve the right to recover goods where payment has not been made.
• Customers must store goods separately where possible.
• Customers must not remove identification marks or packaging that identifies goods as supplied by Ideal UFH.

This clause survives termination of any agreement.

Force Majeure

Ideal UFH shall not be liable for any failure or delay in performing its obligations where such failure arises from circumstances beyond our reasonable control.

These circumstances may include but are not limited to:

• Natural disasters.
• Flooding.
• Fire.
• Severe weather.
• War.
• Terrorism.
• Civil unrest.
• Industrial disputes.
• Supply chain shortages.
• Transportation failures.
• Government restrictions.
• Utility outages.
• Cyber-attacks.
• Pandemics or public health emergencies.

Where such events occur, performance of obligations may be suspended for the duration of the event.

Electronic Communications

By communicating with Ideal UFH electronically, including through email or website forms, you consent to receiving communications electronically.

Electronic communications may include:

• Order confirmations.
• Delivery notifications.
• Product information.
• Invoices.
• Legal notices.
• Customer service communications.

Electronic communications satisfy any legal requirement for written communication.

Data Protection And Privacy

Ideal UFH processes personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Information collected may be used for:

• Processing orders.
• Customer support.
• Delivery management.
• Warranty administration.
• Fraud prevention.
• Legal compliance.

Further information regarding data processing can be found in our Privacy Policy.

Reviews And Testimonials

Customers may be invited to provide reviews relating to products and services supplied by Ideal UFH.

By submitting a review, customers grant Ideal UFH permission to display, reproduce, and publish the review for marketing and promotional purposes.

We reserve the right to remove reviews that:

• Contain offensive content.
• Are defamatory.
• Are misleading.
• Breach intellectual property rights.
• Violate applicable laws.

Website Content

Whilst every effort is made to ensure information published on our website is accurate, complete, and current, we do not guarantee that all information will always be free from errors or omissions.

Website content is provided for general information purposes only and may be updated without notice.

Customers should verify any critical information before relying upon it.

Changes To These Terms

Ideal UFH reserves the right to amend these Terms and Conditions at any time.

Changes will take effect from the date they are published on our website.

Any changes will not affect orders already accepted before the revised Terms and Conditions come into force.

Severability

If any provision within these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions shall remain in full force and effect.

Any unenforceable provision shall be modified to the minimum extent necessary to make it enforceable whilst preserving its original intent.

Waiver

Failure by Ideal UFH to enforce any right or provision contained within these Terms and Conditions shall not constitute a waiver of that right or provision.

Any waiver must be confirmed in writing.

Governing Law

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising from the sale of products, use of the website, or these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Information

For any questions regarding these Terms and Conditions, products, orders, deliveries, returns, or customer support, please contact Ideal UFH using the contact details published on our website.

By placing an order with Ideal UFH, you confirm that you have read, understood, and agreed to these Terms and Conditions.