RETURNS AND CANCELLATIONS The below information explains the process surrounding the cancellation and return of your order. If you are unable to find the information you require in any of the sections below please contact our customer services team. When returning a product to us you will require a returns number. To obtain a returns number, please contact us. FREQUENTLY ASKED QUESTIONS ________________________________________ What do I do if my product is faulty? If you suspect that the item you have received is faulty please leave it installed if possible. There are a number of options that can be followed. • The first option is to contact the manufacturer directly if it is still during the warranty period. • The second option is to contact our customer services team who in turn will co-ordinate with the manufacturer on your behalf. We will ask the manufacturer to contact you directly to discuss the issue. Many of the manufacturers will arrange one of their engineers to visit and fix the problem or replace the product directly. They may ask us to replace the item on their behalf which we are more than happy to do (once we have a reference number for your case from them). If you do not wish to speak to the manufacturer directly, we can arrange to collect the item from you and return it to the manufacturer ourselves. However, please note that this does add an additional layer of administration to the process and ultimately increases the time it will take to resolve the issue for you (up to 4 weeks). The manufacturer will test the item to determine whether it is faulty or not. If the item is deemed to be faulty, we will then replace the item for you or refund you in full. If the product has been installed but not as per the manufacturer’s instructions or if the product has been used incorrectly then unfortunately, there is nothing further we can do. Furthermore, the manufacturer’s warranty will also be void. Please note that in no circumstances will we be able to collect toilets, toilet seats, macerators, water pumps and boilers that have been used or installed for health and safety reasons. In the case of these items you will have to speak to the manufacturer directly to see what can be done. ________________________________________ Are there any products that cannot be returned / cancelled? Yes the following products cannot be returned: • Products that are ordered specially, made to measure or cut for a customer. • Toilets; toilet seats; water pumps; macerators and boilers that have been removed from their packaging also cannot be returned for health and safety reasons. • Products that have been fitted or used (unless they should develop a fault). ________________________________________ Can I return my order? You have up to 14 days from the date of delivery to notify us that you want to return your order for any reason. Note: you will then have up to a further 14 days to ensure that the product is safely returned to us and meets the conditions for a refund. You will need to send the products back to us at your own cost via a courier of your choice. Note that this is at your own risk, and we therefore, recommend that you obtain a proof of postage / delivery for your reference. Alternatively we will be pleased to arrange collection from the original delivery address using our courier (note that there will be a courier charge for collection). If this is your preferred option please contact our customer services team. Note: products that were originally delivered on a pallet will need to be returned on the pallet. Any products returned on a pallet will need to be properly secured to the pallet before we can arrange collection. We reserve the right to charge a 20% re-stocking fee and not to accept any products where the packaging is damaged or defaced or where the item has been fitted or altered and therefore, is unsuitable for resale. ________________________________________ What are the conditions for a refund? There are a number of important points to ensure that we able to process your refund quickly and efficiently please ensure that products when returned must: • Reach us within 14 days of notifying us that you wish to return the product; • Be in the original packaging (unaltered and undamaged); • Be wrapped so that no damage occurs in transit and so no postage / courier labels are stuck to the product packaging; • Be returned in full and in a resalable condition; • Not have been fitted, used or altered in any way; • Have all the parts, accessories, instructions and warranty information included. Assuming that all the above points are met, we will refund your money immediately following inspection to the same method of the original payment. Note that we will deduct collection costs and / or relevant restocking charges from refund. We may also make a deduction for any loss in value for the products supplied, if the loss is due to unnecessary handling by you. ________________________________________ What do i do if my product is damaged? Unfortunately, and on very rare occasions, due to the fragile nature of some products sold on our website there may be damages or parts missing. It is critical that you inspect your products upon receipt as you must inform us within 14 days from the date of delivery of any damages or missing parts. We will request you to take pictures if possible and send them to us. Should you notice the damage before the delivery driver leaves, you can refuse delivery and send the item(s) back with them. If the item appears to have been damaged in transit, we may ask you to hold on to it so that the courier can collect and inspect it. In these cases it is also important that you keep all the packaging. We will replace the damaged product or any missing parts as soon as possible. Alternatively we will refund you in full and arrange collection of the product(s) from you at our cost. We will not replace or refund damages and / or missing parts that are reported more than 14-days from the date of delivery. We will also not be able to replace or refund you if you have fitted the item. Your statutory rights are not affected in any way.
