Terms & Conditions
1. About these Terms and Conditions
These terms and conditions are in place to protect you and PlumbStore Direct. Here we detail our commitment to you and provide a few simple guidelines to make your purchase as smooth as possible. Your order constitutes an offer to us to buy a Product or Products and is a binding contract. By purchasing goods from PlumbStore Direct you are agreeing to be bound by these terms.
2. Delivery Procedure
2.1 Deliveries are made by an external courier companies. To fulfil your order you will need to provide us with your personal details, name, address and telephone number. Please ensure all details are correct and up to date, if you provide us with incorrect details you may incur additional charges for re delivery or your order may be cancelled,
2.2 You will receive a dispatch notification or confirmation email or text message from us once your product has been sent. If you do not receive this please check your email junk or spam folder or please do not hesitate to contact one of the team for delivery updates.
2.3 All our delivery’s require a signature, if you miss a delivery the delivery courier company will leave a note through your letterbox or outside your door with information on how you can collect your item from a local depot or post office, if there are many different attempts to deliver the item and there is nobody present to sign for the item the delivery company will send the item back to us and there will be extra charges to yourself for re-delivery. We only offer doorstep delivery
3. Delivery Timescales
3.1 We will attempt to adhere to the below timescales as far as possible but we do not guarantee a delivery date. Any delivery dates or times provided during the checkout process are estimated and are subject to change. However we aim to deliver orders within 7 days at a maximum
3.2 Smaller items should be delivered within 1- 4 working days after you receive a dispatch notification.
3.3 For larger items such as bathroom suits our logistics department may contact you (usually within 24hrs after you order to arrange delivery with you). If you miss a prearranged delivery you may be liable for a redelivery charge this is at the courier’s discretion. Our priority delivery service will offer you a guaranteed delivery day but please note the courier company will not book in with you.
3.4 If you have not heard from us within 5 working days of receiving your order confirmation correspondence please contact us and we will assist you in tracking you order.
4. 30 Day Money Back Guarantee
4.1 We are confident that you will be delighted with your goods. In the unlikely event that you should wish to return an item to us, we are pleased to offer a 30 day money back guarantee, commencing the day after delivery. The following fees and/or charges will not be refunded:
- Delivery charges
- Cost to return the product
4.2 We cannot refund goods that have not been subjected to reasonable care whilst in your possession. Refunds will only be issued when goods have been returned to us and checked by our returns department, we aim to do this within 7 working days.
5. Checking Goods for Damage
5.1 For small item deliveries that arrive by courier you agree to open all boxes and thoroughly check the goods for damage on the day of delivery and notify us of any damage within 48hrs of the delivery if possible. Do not sign for goods that are obviously damaged on receipt, please refuse the delivery and this will be returned to us. If we are not notified of damage within 48hrs we are unable to claim from either the manufacturer or the carrier. If the product is discovered to be faulty/ damaged after a successful delivery please contact us at the earliest opportunity so we can resolve this.
5.2 For bulky deliveries that arrive on pallets you agree to check the condition of the pallet and sign the driver’s delivery note only if the items seem in good condition. The courier will wait while the wrapping is taken off to check for outer damage but this must be completed immediately (the driver is not expected to wait while the pallet is unpacked), if the driver refuses to wait while you do this please refuse the delivery. You agree to open all boxes and thoroughly check the goods for damage on the day of delivery and notify us of any damage within 48hrs of the delivery.
5.3 If someone else is signing for the goods on your behalf you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check. If the packaging is damaged in any way then please refuse to accept the delivery.
5.4 If you discover your product to be damaged within the time-scales provided above then please follow the procedure detailed in Returns Policy under faulty goods.
6. Returns Policy
6.1 If you need to return a product to us for any of the below reasons you must first contact us to arrange this.
7. Returns Policy – Changed Your Mind?
7.1 Talk to our experts first! – we may be able to work with you to resolve the issue. You are within your right to cancel an order placed with us, up to 30 days as part of out 30 days money back guarantee from the date your order is delivered. After which we reserve the right to levy a re-stocking charge of 20% of the value of the items returned.
7.2 If you cancel your order before goods are shipped, then we will refund the delivery cost along with the cost of goods.
7.3 If the goods have already been shipped (ie the items have been delivered and the shipping contract fulfilled or partially fulfilled, the goods are in transit) then you will not receive a refund of delivery charges
7.4 If you decide to return goods after they have been delivered; it is your responsibility to arrange this return at your own cost, we can help coordinate this procedure on request. For large palletised deliveries please be aware that the costs to send them back will be considerably higher than you are charged for delivery. We suggest that you take out carrier insurance because if the goods do not arrive back in re-saleable condition no refund will be made. It is your responsibility to ensure that returned goods reach us in good condition complete with all packaging (please do not write the return address directly on product boxes).
7.5 Refunds will only be issued when goods have been returned and checked by our returns department.
8. Returns Policy – Incorrect Goods?
8.1 As outlined in the below Checking Goods section you have 48hrs from the date of delivery to check that the items you have received are correct and in good condition.
8.2 If you find that the items you have received are incorrect or that there are items missing from the delivery please call immediately and we will resolve this quickly. If it is found that products are incorrect or missing the situation will be rectified as quickly as possible with no additional charges incurred by you.
9. Returns Policy – Faulty Goods?
9.1 Following delivery of the goods it is your responsibility to thoroughly inspect all your items as soon as possible and no later than 48hrs after delivery.
9.2 If you discover your product to be damaged within the timescales provided above then you need to contact us as soon as possible.
9.3 Where possible you may need to provide photographic proof of the damage/fault and this will help us to assess the best course of action. Faulty items will be assessed on a case by case basis we will notify you as soon as practicably possible of the result. We aim to work through this with you.
9.4 If we deem the product to be faulty we will replace it only once the faulty item has been returned to us. Items must be returned cleaned and in a suitable box and If a replacement item is required before the faulty product can be returned we would need to charge for a replacement which would be refunded on safe receipt of the faulty item.
Customer must pay for return postage back to us. Once we deem items to be faulty we will refund this cost later. If a item is returned and is not faulty under warranty customers are responsible for collection of that item.
- 9.5 Before placing any order on PlumbStore Direct please be aware we cannot always guarantee next day delivery. Please expect delivery within 7 Working days maximum with all orders. If you receive delivery within 7 working days and want to return you are responsible for any postage costs. If you receive your item after 7 working days and wish to return please contact us and we can arrange return postage costs
- Our Next Day Delivery Service is NOT Guaranteed
Before placing your order please be aware Next Day Delivery Is Not Guaranteed, by placing an order online you accept and understand our delivery terms allow a maximum of 7 working days for orders to be delivered to you even if the delivery selected is Next Day Delivery, as we rely on courier companies we can not promise delivery will arrive on time, From time to time we may experience delays and items can take longer than expected, By ordering through our website you agree to these terms. Please only book a plumber / installer after you have received and check the goods,
DISCLAIMER: We strongly recommend that you do not book a tradesman until you have received our goods and checked they are in perfect condition. Any modifications of products will invalidate the warranty. We will not be held responsible for any delays in delivery once the item has left our warehouse. Should there be damage to your goods then our liability for losses you suffer as a result of this is strictly limited to the purchase price of the product you purchased. We are not responsible for indirect losses which happen as a side-effect of the main loss or damage and which are not foreseeable by you and us (such as loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, waste of management or office time).
If you are in any doubt, just call one of our Team