A thermostat that I purchased from WarmYourFloor 5 years ago failed and needed to be replaced. When I received my replacement thermostats, there was a heating mat in the package and I discovered that it had been shipped to me by error. I contacted the company and got a pretty stiff reply letting me know that I would have to pay to send it back. As I followed up the company eventually decided that it was their error and that they would refund my cost and that no return was necessary. It took 4 touches to correct the company's error. In the end, they refunded the product cost for the mat, but not the additional shipping cost that I obviously incurred.