Refund policy

RETURNS

To qualify for a return, the following conditions must be met:

  • Your purchase was made directly through our website.
  • The return request is within 30 days of the purchase date.
  • The product is unused, undamaged, and in the same condition as received.
  • Heat Tape must remain coiled with packing wrap intact.
  • The item(s) must include original packaging, with all components and manuals present.
  • Approved refunds will be issued to the original payment method less a 15% restocking charge.

HOW TO RETURN HEAT TRACE

Email or call FloTrace Service Department. 1-800-964-4953

SHIPPING ADDRESS
FloTrace Heat Trace
617 Warwick St SW.
Roanoke VA. 24015

DEFECTIVE PRODUCTS

  • Heat Tape must be inspected and tested upon receipt.
  • If installation is planned more than 30 days after purchase, testing should still occur within the 30-day return period.
  • Defective product returns are subject to the manufacturer's inspection to confirm eligibility.
  • If heat trace cable is deemed defective, FloTrace will issue a full refund and reimburse the customer for shipping.

WARRANTY CLAIMS

If you need to file a warranty claim for Heat Tape please contact us at, 1-800-964-4953

SHIPPING COSTS

  • Original and return shipping fees will not be refunded unless the return is due to an error on our part or defective product.
  • We recommend using an insured shipping carrier with tracking to avoid loss or damage during transit.
  • We are not responsible for lost or damaged items during return shipping.

INCORRECT ITEMS OR QUANTITIES RECEIVED

  • If you received the wrong item or an incorrect quantity, please contact customer service within 15 business days. 1-800-964-4953
  • Failure to report issues within this timeframe may result in the denial of your return.

REFUSED SHIPMENTS

  • Refused shipments will be treated as returns and may incur a 15% restocking fee, plus shipping charges.
  • We are not responsible for misrepresented shipping addresses or carrier issues.
  • If you require a specific carrier, please inform us at the time of purchase.

NON-REFUNDABLE ITEMS

  • Heat Tape that has been uncoiled or damaged by the customer is not eligible for return.
  • All items must be returned in their original condition to qualify for a refund.

REFUND PROCESS

  • Approved refunds will be issued to the original payment method less a 15% re-stocking charge.
  • Please allow up to 10 business days for the refund to reflect in your account.
  • We’ll notify you once the return is processed and the refund is completed.

Â