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Terms & Conditions

Robbens Systems is the  trading name of:
Registered Office: 84 Castleham Road, St. Leonards-on-Sea, East Sussex, TN38 9NT
Reg. in UK: 02800236; VAT No: 621 5725 57
TEL: 01424 851111
FAX: 01424 851135
EMAIL: sales@robbens.co.uk

Terms and Conditions

Please read through them carefully before placing your order. By using this website and/or placing an order you agree to be bound by the terms and conditions below. Please also read our Privacy Policy regarding personal information provided by you.
Before placing an order, if you have any queries relating to these terms and conditions, please email our customer service team at sales@robbens.co.uk
We may change these terms from time to time without notice to you. Changes will apply to any subsequent orders received.
Once your order has been confirmed, we will not be able to make any changes.


You can browse the www.underfloorheating.co.uk website without registering. However, you need to register if you make a purchase through the website.
Registration is free. You do not need to enter your credit card details to register – card details will only be asked for when you order a product.
To register, you will be asked to enter your name, address and a few other personal details, please see Privacy page for use of your details. You only need to enter your full details when you are registering. Completing the registration process only takes a few minutes and creates your personal account.

Once you have registered, you can use your e-mail address and chosen password to identify yourself to the site, or "log in". Each time you visit the www.underfloorheating.co.uk website, you can enter these two pieces of information to access your user details.

If you decide to register with the www.underfloorheating.co.uk website, take care of your account by never sharing your user details with anyone, and selecting a password unique to this site.
Each registration is for a single user only. You should not share your user name and password with any other person, or with multiple users on a network.

If you suspect that your account is being accessed by a third-party, please contact us immediately by e-mailing sales@robbens.co.uk or call 01424 851111 8:00 – 16:30 Monday to Friday.
You can change your password at any time by accessing your Account Information page, and selecting 'Change E-mail/Password'.

By registering you warrant that the personal information you are required to provide as a customer is true, accurate, current and complete in all respects. Should any of the information you provide change, you can amend it by updating your account profile online.
Any personal information or account details you give us will be securely protected. Please see our security page for full details on how the www.underfloorheating.co.uk site secures your personal data.

Placing an order

When you place an order through the website, we will send an e-mail to confirm that we have received the order. All orders are subject to these Terms and Conditions.
www.underfloorheating.co.uk cannot accept an order until payment is received in full for all products and any related delivery charges.
Orders placed through the website represent an offer to purchase a product. It is accepted for each product when we send you an e-mail to confirm that the order has been received. We reserve the right to reject any order for any reason.
All orders are subject to stock availability. If we are unable to supply any products that you have ordered we will inform you as soon as possible. In the event that an out-of-stock product is part of an order and we cannot contact you, we will send what products we have in stock, refunding the purchase price of any unavailable product where payment has already been made.

Delivery Information

In general we currently offer standard delivery to mainland UK, with expected delivery time of 3-5 days from dispatch. Orders are processed the same day if placed before 1 pm on a working day. If an order is placed after 1pm on a working day or on a non-working day possessing will be the following working day.
Shipping rates are determined by:
• The weight and size of your items.
• The number of packages required to send the items to you. We combine smaller items into the most efficient package size to save you money.
All shipping charges are priced excluding VAT.
You can see your shipping charges in the cart and it will automatically update as you add items.

Standard Products

www.underfloorheating.co.uk delivers standard products to mainland UK (Great Britain) For all deliveries outside of mainland UK, please contact us for information.

Non-Standard Products

Certain products will have extended delivery times. Please check the item description for expected delivery times. www.underfloorheating.co.uk delivers non-standard products to mainland UK (Great Britain) For all deliveries outside of mainland UK, please contact us for information.

Payment Options

www.underfloorheating.co.uk accepts Visa and MasterCard credit cards and Visa Delta, Visa Electron, MasterCard and Maestro.

Please see the Security page for more details on a safe online shopping experience with www.underfloorheating.co.uk

Returns Information

When you buy online or by phone, you have additional rights as a consumer under the Distance Selling Regulations. This means if you as the purchaser notify us in writing of your wish to return an item within 7 working days of receiving it, we'll refund you for both the purchase price and the delivery charge. Please make sure you take reasonable care of the item while it's in your possession, and that it's returned to us unused.

Products no longer required

We hope you'll be pleased with your purchase. If you should change your mind and wish to return anything bought from www.underfloorheating.co.uk within 30 days of delivery we'll be happy to refund or exchange a product providing it's in fully salable condition. To exercise your right of cancellation, you must contact us via email or post, stating your order number. You will be responsible for returning the goods to us at your own cost. You must take reasonable care to ensure the goods are not damaged in the meantime or in transit. Returns should be made within a reasonable time (usually 28 days unless otherwise stated) from return notification and in original, undamaged packaging*. Refunds are subject to the cancellation conditions below and will be made within 30 days of receiving the returns.
•If you cancel the order within 7 working days of receiving it you will receive a full refund including delivery charges. Goods must be returned within 14 days.
•If you advise us of the proposed return within 30 days of the product being delivered to you, we will provide you with a full refund excluding any delivery charges.

Please see below for exceptions to this policy.
Due to the nature of these goods unless they are faulty*, we're unable to offer a refund or exchange on:
• Personalised or made-to measure/order goods. (These are clearly shown in the item description)
They do not fall under the Distance Selling Regulations.
Please make your return to the address found on our contact details page or on your delivery note. Your refund will be processed within 30 days of receipt of the returned items.
Alternatively you can return any products bought from the www.underfloorheating.co.uk website to our registered office/warehouse where you will receive your refund.
If the product returned is not in fully resalable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
Refunds can only be made to the original card of purchase.
*None of the above conditions affect your statutory rights when goods are faulty, or not as described.

Faulty/Damaged Products
In the unlikely event that a delivered product (including special order and made-to-measure items) is faulty or damaged, we will exchange the product or provide you with a full refund including delivery charges. Notification of any defect or damage must be made within 30 days of the product being delivered to you. We reserve the right to inspect all returned products prior to agreeing to any part-refund, full refund or product exchange.
Faulty or damaged products can be returned to our registered office/warehouse, with proof of purchase, for a full refund (including delivery charge). Alternatively, collection of the product can be arranged through our nominated carrier, where the cost of the return will be at our expense. We require the return of the products within 30 days of the refund request being made.
To arrange for the product(s) to be collected, send an e-mail to sales@robbens.co.uk with your order number and details of the product to be returned. We will either dispatch a replacement or process the refund.
All refunds will be made to the account used to purchase the product.

Privacy Policy

By registering or placing an order on this website you consent to the collection, use and transfer of your information under the terms of this policy.
www.underfloorheating.co.uk is committed to protecting your privacy. Please read this privacy policy to understand how we use and protect the information that you provide us with.

Information we collect from you and how we use it

When you visit, register or place an order with us, you may be asked to provide certain information about yourself. This may include (but is not limited to) your name and contact details. This information will allow us to process and fulfill your orders. Should you request a brochure or any other information from us, we will also ask for your details if required.

From time to time we may also collect information about your usage of our website, as well as information about you from messages you post to the website and e-mails or letters you send to us.
This information will enable us to provide you with access to all parts of our website and to supply the goods or services you have requested. We will also use and analyse the collected information to administer, support, improve and develop our business.

We may use other companies to provide services on our behalf, such as fulfilling orders, processing payments, packing and delivery as well as analyzing data and carrying out market research. We will only disclose your information to the extent needed to deliver the services required.

We may use your information to contact you for your views on our services, as well as to occasionally notify you about important changes or developments to our site or services. Furthermore, we may also use your information to let you know about our other products and services which may be of interest to you. Depending on your elected means of communication, we may contact you by post, telephone or e-mail. If you decide that you do not want to receive any further communications from www.underfloorheating.co.uk, please let us know by sending an e-mail to sales@robbens.co.uk

Unless required to do so by law, we will not otherwise share, sell or distribute any of the information you provide to us without your consent.


Cookies are small amounts of information which are automatically set by our website on your computer. They are generally used to remember the choices you make while on the site and are harmless to your computer system.
Unless you have specifically refused to accept cookies when disclosing your details to us, our system will automatically issue one or more cookies to your computer when you log on and use this website. Should you elect to set your computer to not accept cookies, you may not be able to use certain features on this website.

How we secure customer information

The www.underfloorheating.co.uk website complies with the terms of the Data Protection Act. We make every effort to secure your information and maintain your confidentiality, including using Secure Socket Server and encrypting all entered data.
Ordering online via the www.underfloorheating.co.uk website is protected by various levels of security technology. We employ security measures to protect your information from access by unauthorized persons and against unlawful processing, accidental loss, destruction and damage.
Secure online shopping at www.underfloorheating.co.uk
www.underfloorheating.co.uk takes your security extremely seriously. When you shop online at www.underfloorheating.co.uk as soon as you access the 'Checkout' or 'Sign in/Register' pages - and before you enter any personal or payment details - your browser will go into secure mode.
To check if you are in secure mode, look for a padlock icon on the bottom-right of your browser window (if you are in Internet Explorer), or your address bar turning yellow (in Firefox). Either of these occurrences indicates that the webpage is considered secure, and all information sent via that page is encrypted.
In 'secure mode', all your details are encrypted. This creates billions of code combinations to protect each transaction made on our site, so your card details cannot be viewed by anyone else using the Internet. If you are using one of the more recent browser versions, our site supports 128 bit encryption, thereby keeping your details as safe as possible.
www.underfloorheating.co.uk only accepts orders placed using Secure Socket Layer (SSL). This technology prevents you from inadvertently revealing personal information using an insecure connection.

Payment security
To ensure that your payment details are safe and secure we have engaged the services of Sagepay to process all your card payments. When prompted for payment you will be transferred to the Sagepay payment processing page where you can pay by card.
www.underfloorheating.co.uk does not process, transmit or store any cardholder payment details.
Sagepay are PCI-DSS level 1 compliant. PCI DSS (The Payment Card Industry Data Security Standard) ensures unbeatable security & protection of sensitive customer information - including credit cards. Customers can have complete confidence that their personal data is as safe as possible. To view their security policy, please click on the following link. http://www.sagepay.com/security_policy
Verified by Visa and MasterCard SecureCode
For added online payment security your card payment will be subjected to Verified by Visa and MasterCard SecureCode. These services are offered by Visa and MasterCard, in association with the bank that has issued your credit/debit card. Verified by Visa and MasterCard SecureCode follow the same principle as Chip and Pin by helping to protect your card against unauthorized use when you shop via the internet.
If the credit / debit card you are using to pay for your order qualifies for one of these services you will be taken to a page hosted by your card issuer. This is a completely secure process - the information you provide is only visible to you and your card issuer, and will never be shared with other parties.
If you haven't registered before and your card qualifies, simply sign-up for the service following the online instructions that are linked directly to your card issuer, set up your new personal password once your card issuer has confirmed your identity, and continue shopping.
This is a one-off registration process, so you will be able to use the same password for all future purchases you make with participating retailers.
Alternatively you can contact your bank directly to register or visit Verified by visa or MasterCard SecureCode [hyperlinks to their website] for more information.
Please note: If you choose not to register during the checkout process, depending on your card issuer, we may not be able to process your order. A different method of payment will be required to complete your purchase.

Contact Us
Should you wish to contact us please use the following contact details
84 Castleham Road, St. Leonards-on-Sea, East Sussex, TN38 9NT
Reg. in UK: 02800236; VAT No: 621 5725 57
Email address: sales@robbens.co.uk


Images contained within this site may vary from the actual product. Please check the product description and additional information for more details on the item.
"Conditions" means these terms and conditions and the Special Conditions; "Product" means a product displayed for sale on the Website; "Product Description" means that part of the Website where certain terms and conditions in respect of the individual Product are provided; "Special Conditions" means the terms and conditions in the Product Description; "Users" means the users of the Website collectively; "Personal Information" means the details provided by you on registration; "We/us" means www.underfloorheating.co.uk Ltd; "Website" means the website located at www.underfloorheating.co.uk or any subsequent URL which may replace it; "Cookies" means small text files which our Website places on your computer's hard drive to store information about your shopping session and to identify your computer; "mainland UK" means England, Wales and Scotland and "You" means a user of this Website.
Intellectual property and right to use
You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us or our licencors. You are permitted to use this material only as expressly authorized by us or our licencors.
You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a Purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.
Compliance with laws
The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.
Limitation of liability
While we will use reasonable endeavors to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.
We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.
To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.
We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:
•any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
•any loss of goodwill or reputation; or
•any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.
Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.
If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.
No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.
Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.
Entire agreement
These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what ww.underfloorheating.co.uk and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.
The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.