Refund Policy

Refund Policy

At UFH Kits, we aim to ensure every customer is completely satisfied with their purchase. This Refund Policy explains when and how refunds are issued for returned, cancelled or faulty goods in accordance with UK consumer law.

Eligibility for Refunds

  • Refunds are available for goods returned within 14 days of delivery under the Consumer Contracts Regulations 2013.
  • Items must be unused, in their original packaging, and in resalable condition.
  • Special order, bespoke, or cut-to-size products are non-refundable unless proven to be faulty or supplied in error.

Refunds for Faulty or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact us within 48 hours of delivery. Once confirmed, we will arrange collection or replacement at no cost to you. A full refund will be issued if a replacement cannot be provided.

Processing Your Refund

  • Refunds are made to the original payment method used for purchase.
  • Once we receive and inspect returned goods, we’ll confirm approval of your refund by email.
  • Approved refunds are normally processed within 5–10 working days of receiving your return.

Partial Refunds

Partial refunds may apply if returned goods show signs of use, missing parts, or damage caused after delivery. We will contact you before making any adjustment.

Non-Refundable Situations

  • Installed, used or altered products.
  • Custom or made-to-order systems.
  • Cut-to-length materials (e.g. pipe or cable).
  • Items returned outside the authorised period without prior agreement.

Delivery Charges

Standard delivery charges are non-refundable unless the return results from our error or a confirmed product fault. In cases of partial order returns, shipping costs are deducted on a pro-rata basis.

How to Request a Refund

  1. Email our customer service team with your order number and reason for refund.
  2. We’ll issue a return authorisation number (RMA) and confirm the return address.
  3. Send the goods securely packaged to prevent damage in transit.

Late or Missing Refunds

  • If you haven’t received a refund within 10 working days after approval, first check your bank or card provider’s processing times.
  • If the issue persists, contact our support team and we’ll assist immediately.

Contact Us

For questions about refunds, returns or replacements, please contact our Sheffield-based team. We’re here to help ensure every UFH Kits order meets expectations.

Policy Updates

We reserve the right to revise this Refund Policy from time to time. The latest version will always be published on our website.