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Returns Policy for Heat and Plumb

Cancellation and Returns Policy

Under Distance Selling Regulations (DSR) you have the legal right to cancel your order within 7 days of receiving the goods from us, with the exception of any made-to-order items. You do not need to provide a reason for cancelling your contract with us. We must be notified in writing via post or email to initiate this process. We also highly recommend calling us to confirm receipt of your authorisation. You also have the right to cancel your order at any time before goods are dispatched. Again, this excludes any made-to-order items. Below you will find more detailed information for each scenario. We also recommend checking out our Delivery Information and Terms and Conditions pages for further information on the complete ordering process.

Cancelling an Order Prior to Delivery
If you have changed your mind and no longer require the order you have placed with us, you have the right to cancel your contract with us at any time before the goods have been dispatched. If the items you have ordered are bespoke, personalised or made-to-order in any way, this cancellation will likely incur a surcharge. For all standard items ordered, there will be no charge.

Cancelling an Order After Dispatch
If you wish to cancel your order after it has been dispatched from us, but before you have received it, we may be unable to issue a full refund. In some cases we may issue a surcharge in order to cancel and return the items in transit. If you have paid extra for a delivery (for example to an off-mainland location) then we will not be able to refund this extra charge once the order has been dispatched.

Returning Goods During/After Delivery
If you cancel your contract with us after the goods have already been delivered (or are in transit for delivery), you must notify us immediately of your intention to return them. We will provide you with further returns information, such as a returns number and a postal address to return the unwanted goods to. The goods must be sent back at your own cost, and at your own risk. We may choose to nominate a carrier for this. We recommend taking out insurance in case of damage or loss. You have a legal right to cancel your order within 7 working days of receiving the items. Returns raised after 14 days of receiving your goods will not be processed or accepted. Non-faulty goods are subject to a 25% re-stocking fee.

Returning Faulty Goods
In the unlikely event that your order arrives damaged or faulty, we recommend that you contact us immediately. We may ask for photographic evidence of the fault/damage; this will be used to liaise with the carrier and/or the manufacturer to determine the nature of the fault. We will provide you with a returns number and a postal address to return the faulty goods to. The manufacturer of the item(s) will test for faults. If the item is deemed faulty, a full refund will be issued, including the costs of returning the goods. If the manufacturer deems the items fit for purpose, a 25% re-stocking fee will apply. We recommend inspecting goods for faults/damages immediately upon delivery, and prefer to be contacted within 48 hours of receiving them to ensure a smooth returns process. However, you have a legal right to notify us of any faults up to 30 working days after delivery.

If you cancelled your order with us prior to delivery, a refund will often be processed by us on the same day. However, in busy periods this can take 2-3 working days. If you returned non-faulty goods to us, a refund will usually be issued the same day we receive the goods (minus any re-stocking charges and/or postage charges outlined above). If you returned faulty or damaged goods, we will issue a refund once the items have been tested by the manufacturer (outlined above). In all cases, due to bank clearing processes, the funds may not show in your account or on a statement for up to 5 working days, though it is usually sooner.

Warranties and Guarantees
All items listed on our website are brand new, and as such they come with a minimum 12 month guarantee. All guarantees are awarded by the manufacturer of the product. If your product develops a fault within this period, we ask that you first contact us, and we will take the next steps in dealing with the manufacturer on your behalf. Each manufacturer has a slightly different process for how they deal with warranty and guarantee periods, but our customer services team will make the process smooth and hassle-free for you.