Terms & Conditions

About Us

Plumbing World are completely dedicated to your total satisfaction. If you have any suggestions or comments please let us know using the "Give Feedback" link at the top of the page.
Our Contact details:

Plumbing World
Unit 4 Blackheath Trading Estate
Cakemore Road
Rowley Regis
West Midlands
B65 0QN
United Kingdom
Telephone: 0121 508 9987
Fax: 0121 559 2502
Email: onlinestore@plumbingworld.co.uk
VAT Registration Number: 660988394

Making a Purchase

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on 'Your Basket' at the top of the page, proceed to checkout and you will be asked for a few details that we need to be able to complete the order.

Please note prices at our counter may not be the same as the online prices.

We accept credit card payments, PayPal and bank transfers.

Please note: All pictures are for representation purposes only. All dimensions provided are approximate and are subject to manufacturers tolerances.

We accept Visa and MasterCard as well as other major Debit Cards. Due to fraud prevention legislation we have to charge cards immediately. Our definition of ready to ship may be having given a supplier or manufacturer instructions to deliver directly to you. You are given the chance to enter your credit card details into our secure payment gateway with Pay 360. Your details are not displayed to either us or Pay 360, only to the banks for the purpose of completing the transaction.

Please check all your personal details are correct when placing your order. In the result of us being unable to reach you, your delivery may be delayed and any re-deliveries may incur additional delivery charges.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice and take payment. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

We strongly advise you do not arrange to have a product installed until it has arrived and has been checked. We will not be liable for any costs incurred in this way.

Bespoke items

Under the Consumer Contracts Regulations 2013; Item(s) that are made to a customer’s specifications (but not standard upgrades or variations) cannot be cancelled once ordered so you will be subject to the full charge once the order is placed. Details on made to order products will be shown at the basket prior to you placing the order.

Delivery

The available delivery options are based on the items ordered and where these are being delivered to. Our standard delivery service is 5-7 working days and have an express option of 2-4 working days. Some products may have a longer delivery timescale. If this applies, further information for that product will be noted on the delivery tab of each page. We are closed on bank holidays and these will not count as a working day for the purposes of the delivery timescale. Your signature accepting the item from our delivering courier is deemed as sufficient proof of delivery.

Once your order has been placed, our sales team will process the order within 24 working hours and an estimated delivery date will be given to you via email.

It is the responsibility of the customer to check the goods upon delivery before signing for them. Signing for the items confirms they were received in good condition and undamaged. If there is any sign of damage please sign as "damaged" and report to us on the day of the delivery - claims for damage will not otherwise be accepted by our courier. Please ensure that you check that your packages are the correct items that you have ordered before opening them. Please ensure you inform us of any discrepancies whatsoever within 24 hours of delivery.

Reasonable assistance must be provided to the delivery driver to help unload. You will be advised if a particular item is extremely heavy. Delivery is made to curbside / ground floor only. No responsibility can be accepted for any damage claims once the item is fitted. You must check that the goods are in satisfactory condition prior to installation. All responsibility for the goods lies with the buyer once the item has been signed for. We do not cover for consequential loss, labour or courier / transport costs.

If there is visible damage to any item we ask you provide photographs of the damage to our customer service team as soon as possible and no later than 30 days from the date of delivery. (customerservices@plumbingworld.co.uk). Our team will assess the damage to ascertain the best solution as soon as possible.

If you have ordered a pallet item and there are access restrictions around your address, please inform us immediately as we may need to make special arrangements - this includes requiring a smaller vehicle for narrow lanes. If we are not contacted, and the delivery cannot be made due to poor access, you will be liable for a redelivery charge to bring the delivery out again on a smaller vehicle. These are terms of sale.

For More information see our Delivery Information page.

Collections

We offer a click and collect service on 1000s of our items. For those stocked in our Plumbing World branch warehouse, collections can be made within the next hour. We will text/call you to confirm that your items are ready for collection and will provide you with a collection ticket number. Certain items may need to be ordered in from a supplier or transferred from a storage warehouse. If this is the case, we will notify you when your items are available to collect. We will do our utmost to cater to your selected collection time however we cannot always guarantee this. We politely request you do not arrive to collect your order without prior confirmation that your order is ready.

Payment

All of our products are offered to you on a payment with order basis. We will only accept your order if it is accompanied by payment in full. Payment can be made by most credit cards, debit cards, Paypal or by Bank Transfer. This does not apply if you have a credit account with us or if you choose to collect an order and pay on collection.

Valid discount codes and vouchers will only be displayed on our website or come from our official marketing emails. We do not use third party websites to offer discounts. Any discounts found on third party websites are not endorsed by ourselves and will not be valid.

Back Orders

If your item is not in stock, then we will back order it for you. You will always be emailed with the option to cancel your order, if you would rather not wait, then a full refund for the items cancelled will be arranged.

VAT

By default the prices displayed on our website include VAT. There is a "Tax Switch" at the top of the page that allows you to switch prices to exclude tax if required.

Credit Card Security

When the order is placed at our website, credit card numbers are taken by SagePay via a secure encrypted connection, they are never visible to us or them, only to the banks for the purpose of making the transaction.

Privacy Policy

We at Plumbing World are totally committed to protecting your privacy. We comply with the principles of the EU GDPR (General Data Protection Regulation), the Privacy and Electronic Communications (EC Directive) Regulations 2003 and the SafeBuy Code of Practice.

We collect information about you in order to process your order and to tailor your visit to our website to be as relevant to you as possible. That information will only be shared with other parties that are involved in the fulfilment of your order.

Please read our full privacy policy here

Returns Policy

We offer a 30 day returns period for unwanted items to be returned, starting from the day of your delivery, providing these are unopened and in their original packaging. For damaged items, please see further down the page. All returns require a return number and returns paperwork which will be sent to you via email once our customer care team have received your request and processed the return. It is the responsibility of you as the customer to return the item(s) at your cost, and to ensure they reach us in good condition.

To start a return, please fill in the form here.

We do not accept returns after 30 days, nor for products that have been installed.

Further information on returning unwanted goods

For all non-faulty goods, customers must advise us of the intent to return the product(s) within 30 days, starting from the day you receive your goods. Our returns form must be filled in with the required photographs of the item to verify the condition. As confirmation and acceptance of your return, we will provide a returns slip, which should be returned with the goods. Failure to inform us prior to returning items or failure to include the provided returns form may lead to refusal of the goods upon arrival at our warehouse or a delay in processing the return.

We ask all goods are returned safely and in their original packaging where possible and in the same condition as per originally delivered. If the item has been opened, please continue to fill in the returns form and it is at the discretion of our customer service team to confirm whether the goods can be returned. Please note: 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. 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.

In the event that the goods aren’t in the original packaging, have parts missing, or can’t be resold as new for any other reason, we reserve the right to make a deduction to the refund to cover the loss in value of the item or refuse the return completely. Plumbing World reserves the right to refuse returns where the product is damaged, which therefore renders it unsuitable for resale.

There will be an up to 30% handling fee on all returns.

As per the Distance Selling Regulations and the Consumer Contracts Regulations 2014, it is the responsibility of you as the customer to return the item(s) at your cost, and to ensure they reach us in good condition. A courier company of your choice should be used, we don’t recommend any specific carriers. You can also return the goods in person. Please note, full shipping costs are chargeable to the consumer, Plumbing World do not cover the return shipping costs. You will be responsible for loss or damage of returned items so please ensure you take out the correct insurance cover. We also recommend that you take photographs for your records prior to returning your item(s) to us.

Once the goods have arrived back with us and have been inspected to our satisfaction, a full credit will be issued less any applicable fees.

Damaged and Faulty Goods

If you believe that the goods you have purchased are defective, please report this to us within 30 days of receipt starting from the day you received the delivery. You can outline any details and upload photographic evidence using the returns form above, including a full length image or video of the product to identify where the damage/fault is located. Once the goods are installed you are covered by the manufacturer’s warranty in accordance with their terms and conditions. If the goods are within the manufacturers guarantee period and are confirmed to have a manufacturing defect, they will arrange to replace or repair the goods as per the manufactures guarantee. It may be necessary to inspect the goods in your home prior to replacement or repair. We can provide applicable contact and procedure information for the relevant manufacturer on request.

We try our utmost through our customer support line and website to ensure you have all the information to make the right purchase. If you feel you need advice before purchasing please don't hesitate to contact us.

Further Terms and Conditions

All orders are subject to the full terms set out on our Terms and Conditions page. Where there is any conflict between what is stated above and what is stated in our full Terms and Conditions, the contents of this page will apply.