Delivery Policy

We are currently using Royal Mail, Parcelforce and TNT as our delivery providers, all small items will be delivered by Royal Mail, these can take up to three working days to reach you.

All our Parcelforce and TNT orders are sent on a next day 24-hour service.

Any orders purchased before 2.30pm will be dispatch the same working day, any orders after this will be dispatched the following working day. Any orders purchased Friday after 2.30pm will be sent on the Monday except for bank holidays.

Returns Policy

We hope you never have to return an item but we do realise that sometimes there are some circumstances when the purchased product needs to be returned, if you do need to return a product please follow these simple steps

Cancellations

If you wish to cancel an order before its dispatched please call us on our direct line or email as soon as possible as we process orders very fast to ensure all deliveries are delivered on time.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@plumbingsuppliesdirect.co.uk.

Exchanges

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at support@plumbingsuppliesdirect.co.uk and send your item to: Po Box 10197, Leicester, LEC, LE19 9BX, along with the completed returns form.

 

Shipping

To return your product, you should mail your product to: Po Box 10197, Leicester, LEC, LE19 9BX, United Kingdom.

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original cost of shipping will be deducted from your refund.

 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

 

If you are shipping an item over £35, you should ensure that you send it using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

 

 

 

Return of non-faulty goods

The customer can return the order within 28 days of the purchase date.

For all non-faulty goods returns the item must be in original packaging and in un-installed / unused & resellable condition, where it is not possible to package in the original packaging then the item will need to be packaging in a suitable way for the courier prior to collection. The return form will need to be completed and posted with the item back to us. Please post your item back to the address on the returns note making sure the item is packaged correctly and is sent back in a way that is covered by insurance as any lost parcels will result in your order not being able to be refunded.

Return of Faulty / Damaged goods on delivery

Should you in the very rare case receive a damaged item, please contact our customer service department to discuss the fault and arrange collection, due to the courier’s procedure no claims can be made unless reported within 24 hours of delivery.

If you do receive a faulty item we always suggest contacting the manufacturer in the first instance and speaking with the customer services / technical department as they might be able to assist you more in resolving the issue. In many cases, the manufacturer will send out an engineer to rectify any faults or replace parts for no charge.

Collections

Once we have confirmed your collection day we will confirm this by email, unfortunately. Please make sure you follow the steps below.
1.    Someone must be available at this address on the day of collection
2.    Please make sure all returns are packaged with the correct returns forms
3.    Returns must be correctly packaged so the item does not get damaged or broken.
4. If we cannot collect the goods for any reason we cannot rearrange collection again and the cost to return will be down to the customer.

 

Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging or packaged in a similar way to arrival.

 

To complete your return, we require a receipt or proof of purchase.

 

Please do not send your purchase back to the manufacturer without prior consent in writing from the specific manufacturer.

 

There are certain situations where only partial refunds are granted:

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 28 days after delivery

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.