Returns Information

Cancelling Orders

You have the right to cancel your order prior to dispatch at no cost to yourself. These cancellation rights do not apply to “made to order” items. You will be notified if an item is “made to order” prior to placing the order.

For orders cancelled once the goods have been dispatched, a refund will be provided less any costs we incur having the goods returned to our distribution centre.

Starting Your Return

Please fill in our RETURNS FORM to start the process.

Filling in this form does not mean your return has automatically been accepted.  Our customer service team will process the return and advise you of the next steps and/or send you a returns note via email (Please note, for certain products we will need to liaise with our supplier to arrange the return).

Sending any goods back without the returns note can result in delays with your refund or rejection of the delivery to our warehouse.

All returns to our warehouse will be quality checked with an eligible refund processed within 48 hours of return. The refund will be made back to your original payment method. Please note: refund times are determined by your bank and not Plumbing World.

Please note – returns will incur a handling charge of up to 30% to cover quality check costs and any returns to the supplier.

Important Returns Information

We offer a 30 day returns period for unwanted items to be returned, starting from the day of your delivery.

We do not accept returns outside of the 30 day period, nor for products that have been installed.

We do not offer an exchange service, you will need to place a new order for the product you require and return the product not required via your own chosen courier.

Item Condition
Items must be in the condition in which they were delivered to you in order to be resold as new. As per the consumer contracts regulations, goods may only be handled to the same extent that they could be if you visited us in store. We do not accept any returns after the 30 day period.

Important: For example, shower trays and glass products have specific packaging for protection such as banding and polystyrene blocks. By removing this type of packaging, the product is no longer fully protected and therefore cannot be resold as new and a return would not be eligible. We thoroughly suggest you do not open any packaging to simply check the size of the items. For any queries on sizing, please contact us and we'll happily advise.

If the packaging has been opened, please fill in the returns form with your attached photos to show the condition of the product and our customer service team will get back to you. Please note, this does not mean that your return is automatically accepted.


How Do I Send An Item Back?
You must return the goods via your chosen courier and at your own cost, the costs will vary dependant on the dimensions, weight, your location and the courier service you select, we strongly advise you to obtain an estimate of the cost of returning the item so you are prepared in the event a return is necessary.

You will be responsible for any loss or damage of returned items so we recommend selecting a courier that provide the relevant insurance to cover the item(s) you are looking to return. We recommend that you select a tracked return and take photographs for your records prior to returning your item(s) to us.

See Distance Selling Regulations and the Consumer Contracts Regulations for further information on your responsibility to return.

Preparing Your Item For Return

No postage labels or tapes should be used on manufacturer’s product packaging. Please use additional postage bags, boxes or wrap and add the label to the outside of this. Fees will be deducted if the removal of tapes and label causes damage to the manufacturers packaging.

In the event that the goods are not in the manufacturers packaging, have parts missing or can’t be resold as new, we reserve the right to make a deduction of up to 100% of the purchase price from the refund to cover the loss in value of the item.

Returning Faulty Items

If you believe the item to be faulty or defective, we must have written confirmation of the fault within 30 days of receipt, starting from the day you received delivery. You can outline any details and upload photographic evidence using the returns form, including a full length image or video of the product to identify where the damage/fault is located.

If you believe your shower tray is bowed, we must receive photos of the tray laying on a flat, hard surface with a spirit level to show this. Photos of the shower tray standing on its side will not be accepted. 

If confirmed a manufacturing defect we are liable to replace the goods or provide a refund. Please note, certain manufacturers may require to test the product in order to define the fault. If this is the case, we will provide details of how this will be arranged.

Once the goods have been installed you are only covered by the manufacturer’s warranty in accordance with their terms and conditions. If the goods are within the manufacturers guarantee period they will arrange to replace or repair the goods as per the manufacturers guarantee.