Return 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.

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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

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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.

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WARRANTY CLAIMS

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

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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.

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INCORRECT ITEMS OR QUANTITIES RECEIVED

• If you received the wrong item or an incorrect quantity, please contact our 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.

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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.

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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.

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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.