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Help & Advice
If you believe that the goods you have purchased are defective at any time please report this to us in writing as soon as possible. You have the right to cancel your order or have the issue rectified by us provided we are notified within 30 days of the date you received the item(s). If the goods have not yet been fitted and are found to be defective, we will arrange for the goods to be replaced. 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 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.
For all non-faulty goods, customers must advise us of the intent to return the product(s) within 30 days, starting from the day after you receive your goods. We must receive written confirmation of your intention to return your order and provide confirmation before goods can be returned. We will also request photos of the items in order to help us verify their condition. As confirmation and acceptance of your return, we will provide a returns form, 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. 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. This means that sealed items such shower trays and shower doors should not be unsealed as this would prevent them from being resold as new. We recommend you thoroughly check all measurements beforehand and contact us if you require any further advice before unsealing items. Please ensure when sending items back that you do not deface the manufacturers packaging by writing or sticking labels directly on it. Instead put the item in an additional bag or box and label that instead. In the event that the goods aren’t in the manufacturers packaging, have parts missing, or can’t be resold as new for any other reason, 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. Plumbing World reserves the right to refuse returns where the product is returned damaged, which therefore renders it unsuitable for resale. Please ensure that you check that your packages are the correct items that you have ordered before opening them.
Some manufacturers charge restocking fees for goods that are returned.
As per the Distance Selling Regulations and the Consumer Contracts Regulations, 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.