Terms & Conditions

These terms and conditions of Plumbing World are governed by the laws of England and Wales.

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About Us

Plumbing World is 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: [email protected]
VAT Registration Number: 660988394

For further details about Plumbing World, visit our comprehensive About Us page.

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. This does not apply if you have a credit account with us or if you choose to collect an order and pay on collection.

Placing an order

Ordering from us is quick and simple. Just explore our product range and click to add anything you would like to buy to your online basket. Once you are ready, go to the basket by clicking the icon at the top of the site and follow the steps to checkout. You will be prompted to enter the necessary details to complete your transaction.

Please be aware that pricing in-store may differ from the prices shown on the website.

Accepted Payment Methods

We accept multiple forms of payment, including debit and credit cards, PayPal, and bank transfers.

Images on the site are for illustrative use only. All product dimensions are approximate and may vary slightly due to manufacturing tolerances.

We take Visa, Mastercard and most common debit cards. To comply with anti-fraud laws, card payments are processed as soon as the order is placed. Orders described as "ready to ship" may be those where a supplier has been instructed to deliver straight to you. Card details are securely entered through our Pay 360 gateway and are never visible to us or to Pay 360, only to the relevant banks processing the transaction.

This does not apply if you have a credit account with us or if you choose to collect an order and pay on collection.

For more information on available payment options, please refer to our dedicated payment page.

Kindly ensure all personal information provided during checkout is accurate. If we cannot contact you due to incorrect details, this could delay your delivery, and any additional attempts to deliver may result in extra charges.

When you receive an order acknowledgment, this simply confirms that your order has been received. A binding agreement will only be in place once we issue an invoice and the payment is successfully processed. This clause is necessary to cover situations where there may be a pricing error, items have been mistakenly listed below the correct price, or we are unable to fulfil the order due to stock issues. If a price needs to be amended, we will always confirm with you before proceeding.

Please ensure that the item is delivered and inspected before arranging installation. We do not accept liability for any installation costs if delays or issues occur with the delivery.

Discount Codes

We do not use third parties to distribute discount codes. Any codes found on voucher or discount code sites are not in any way affiliated with Plumbing World and will not be accepted.

Valid discount codes will only be supplied through ourselves and are single-use codes. Valid discount codes and vouchers will only be displayed on our website or come from our official marketing emails. Any discounts found on third-party websites are not endorsed by us and will not be valid. Terms and conditions apply to all discount codes given and will not be valid on all products.

Discount codes do not apply to the following products and brands: All boilers, Burlington products, Merlyn products and Impey products.

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 has 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. Please note that we do not operate during bank holidays, so these days are excluded from all standard delivery lead times. A signed receipt by you or someone on your behalf at the time of delivery will be treated as full confirmation that the goods have arrived.

Once we have received your order, our team will begin processing it within one working day. An approximate delivery date is sent to you by email shortly after.

Customers are expected to inspect all products at the time of delivery prior to signing. A signed delivery note will indicate acceptance that the items are complete and undamaged. Should there be any visible damage, sign the delivery note “damaged” and inform us immediately (the same day), couriers will not entertain claims submitted after that point. Please double-check all items match your order before opening any packaging. Any issues or differences must be reported to us within one day (24 hours) of receiving your delivery.

Delivery drivers may require help unloading heavy items, and your assistance will need to be given where necessary. Certain goods are heavy, and you will be notified of this in advance. Deliveries are made only to ground-level access points. Once the product has been installed, we will not accept liability for claims for damages. Please thoroughly examine all goods before fitting, as all risk passes to you once the delivery is signed for. Costs related to fitting, delivery, or any indirect loss are not covered.

In cases of obvious damage, please take clear photographs and send them to our support team within 30 days of receiving your goods. Email them to [email protected] and our team will review your case and work quickly to resolve it.

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 additional details, please visit 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.

Out of Stock Items

Should an item you order be unavailable; we will place it on order with our supplier. You will be notified by email and given the choice to either continue waiting or cancel. If you decide to cancel, we will issue a full refund for any item no longer required.

Value Added Tax (VAT)

All listed prices on our website are shown inclusive of VAT, unless stated otherwise. 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 Sage Pay 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

At Plumbing World, safeguarding your personal information is a priority for us. We follow all applicable data protection regulations to ensure your details are handled responsibly.

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.

The details you provide are used to manage your order and customise your experience on our website to suit your preferences. Your data is only shared with third parties directly involved in completing your purchase.

You can view 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. Our returns policy does not affect statutory rights.

Further information on returning unwanted goods

Customers returning items that are not faulty must let us know within 30 days of receiving their delivery. A completed returns form and supporting photographs of the product's condition must be submitted for our team to assess. Once your request is approved, we will issue a returns label, which must accompany the returned goods. Items sent back without prior notice or without this form may be declined or delayed at our warehouse.

Items should be returned in a secure and suitable condition, ideally in their original packaging. If your item has been opened, you should still complete the form and await approval from our customer service team. Certain goods such as shower trays and glass panels are supplied with protective packaging (e.g. foam inserts or securing bands), which must remain in place. If this packaging is removed, the product can no longer be classed as unused and is not suitable for resale. Please avoid opening boxes simply to inspect sizing. If you are unsure on measurements, contact our team first.

If the product is returned incomplete, without proper packaging, or otherwise unsuitable for resale, we may deduct a portion of the refund to account for this or reject the return entirely. Returns may be refused if the condition is deemed unsatisfactory for resale.

A handling charge of up to 30% may be applied to any approved returns.

As per the Distance Selling Regulations and the Consumer Contracts Regulations 2014, you, the customer, are accountable for sending the item(s) back to us and covering any return postage fees. You may use any courier you prefer, though we do not endorse any specific delivery services. If more convenient, returns can also be made in person at our location. Please be aware that all return postage costs fall to the buyer and are not reimbursed by Plumbing World. You will be held liable for any items lost or damaged during the return journey, so we strongly advise choosing insured delivery. Taking clear photos of the product before sending it back is also recommended.

Once we receive the returned item(s) and confirm they are in acceptable condition, we will arrange a refund, minus any applicable deductions or charges.

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 manufacturer’s guarantee period and are confirmed to have a manufacturing defect, they will arrange to replace or repair the goods as per the manufacturer’s 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.