Returns Policy - OMNIE Underfloor Heating, Heat Pumps & Ventilation

Returns Policy

This returns policy applies to customers who have purchased systems directly from us.

If you have purchased a system via a third party, (for example if you are a homeowner and have purchased the system from your installer – you must contact the third party and are beholden to the terms agreed between you and the third party).  We do not, under any circumstances, accept returns from parties who have not purchased the goods from us.


We draw to your attention:

OMNIE provides a complete system package and calculates the amount of materials required to satisfy a set specification. Any remaining or surplus items from a system order cannot be refunded. Customers must upon receipt of the goods, check the contents of their delivery and notify us of any discrepancies or missing items within 48 hours of delivery.

Any items found damaged upon delivery 

If an item arrives damaged, it must be reported to your project manager or our customer service department with 48 hours of the delivery being made. We will make arrangements for the product to be replaced, subject to the return of any faulty items to us. You can report damaged items to us by calling 01392 36 36 05.

Part failures under warranty

In order to return any parts that have failed and are still under warranty, you must contact your project manager or our customer service department who will arrange for a replacement. You will need to pay in full for the new replacement item and arrange the return of the faulty item to us. When we have received the faulty item we will refund you in full for the charge made for the replacement item. For claims under warranty, you are responsible for the costs incurred in returning the item to us.

Cooling-off period – For consumers only.

Subject to our normal terms and conditions for consumers, a complete system as sold can be returned as unwanted goods within 14 days from accepting delivery. For a full refund, products must be unused and in their original packaging and must be complete with all components of the system present as delivered. Customers are responsible for arranging the costs incurred in returning the unwanted system to us.

Bagged, tubbed or dispensary tubed product

Products that are supplied bagged, tubbed or in dispensary tubes (to be mixed with water or otherwise) such as adhesives, screeds or levelling compounds cannot be returned. Any remaining or surplus items from a system order cannot be refunded.

How to return items

To request a return, please contact our customer services department or your project manager who will provide you with the authorisation for the return.
If you have purchased the goods from a merchant, distributor, retailer or any other third party, you cannot return these items to us, you must contact the company that you purchased the goods from.

In order to receive a refund, returned items must be:

Returned in a resaleable condition.
Returned in their original packaging. This includes any manuals, boxes, packaging and associated parts.