Returns Information

Detailed below is everything you will need to know in relation to returning products to Plumbing World.

Cancelling Orders

If you wish to cancel your order before dispatch, you may do so without incurring any charges. However, this does not apply to bespoke or made-to-order products. You will be clearly informed if the item falls under that category prior to purchase.

Should your order already be on its way, cancellation is still possible, though any courier or return-related costs will be deducted from your refund once the item is returned to us.

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).

Returning goods without including the official return slip may cause delays or the package being declined at 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

Customers have 30 calendar days from the date of delivery to return unwanted products.

We do not accept returns in these circumstances:

• Where returns are outside of the 30-day period. This includes circumstances where you fit wall tiles and panels and later want to return a proportion of the order that is unused

• For products that have been installed, this may apply to products where an attempt has been made to install to an incompatible product

Item Condition

All items must be unused and in the same condition in which they were received. According to consumer legislation, products must only be handled as they would be in a showroom or retail store setting. We do not accept any returns after the 30-day period, as per our Terms and Conditions.

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 packaging has been unsealed, you are still encouraged to submit a return form and attach images showing the current state of the item. This does not imply that the return will be approved automatically; our service team will evaluate each case individually.

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 depending 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 are liable for returned items until they reach us safely. Please use a reliable courier that includes insurance and tracking and take dated photographs of the item before dispatch for your own records.

For more details, please refer to the guidance under the Consumer Contracts Regulations.

Preparing Your Item For Return

No postage labels or tapes should be used on the manufacturer’s product packaging. Returns should be securely wrapped in additional packaging, with labels affixed to the exterior. Fees will be deducted if the removal of tapes and labels causes damage to the manufacturer’s packaging.

If the product is incomplete, missing original packaging, or no longer in a condition for resale, we may reduce the refund up to the full value of the order to reflect the reduction in resale value.

Returning Faulty Goods

If a fault develops or is present upon receipt, you must inform us in writing within 30 days of receiving the goods. Please use the returns form to describe the issue, attaching clear photographic or video evidence highlighting the defect.

If you believe your shower tray is bowed, we must receive photos of the tray lying 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 a manufacturing issue is confirmed, a refund or replacement will be arranged. Please be aware that some brands may require the product to be tested before a decision is made. If this is the case, we will provide details of how this will be arranged.

Once an item has been fitted or installed, any claim would fall under the manufacturer’s warranty. If still under guarantee, the relevant manufacturer will decide on repair or replacement in accordance with their terms. Repairs under this guarantee are not the same as a right to return the goods.

Can I return the goods to your Rowley Regis showroom?

Potentially, we can accept returns to our Rowley Regis showroom, but this can only be by pre-arrangement when you have contacted us using the methods below. For goods to be accepted, they must comply with all of the requirements mentioned above.

Contact Information

If you need to contact us to discuss making a return, our details are:

• - By phone - 0121 508 9987
• - By email - [email protected]