Pioneer Bathrooms, 9 Dennis Lane, Stanmore, Middlesex, HA7 4JR
Terms and Conditions
Last Updated: 18/01/2021
The Terms and Conditions set out below apply to your use of this website and any
order placed with us. These Terms and Conditions do not affect your statutory
rights. To avoid confusion, the following definitions are assumed:
"We", "Us", or "the Company" refers to Pioneer Bathrooms Ltd, whose registered
address is 9 Dennis Lane, Stanmore, Middlesex, HA7 4JR. Company Registration Number:
07121775. VAT Registration Number: GB 985 3646 70
"the Website" refers to www.heatandplumb.com
"You" refers to the customer using the Website and seeking to purchase Goods from
"Conditions" refers to the standard Terms and Conditions of sale, which are set out
below, as well as any further agreed-upon terms confirmed in writing between Us and
"Goods" refers to the item(s) We supply You in accordance with the Conditions
"Contract" refers to the contract You enter into with the Company to provide Goods
"Order" refers to the transaction for Goods, often placed on the Website or over the
telephone with a salesperson
We enter into a Contract with You once the Order has been accepted, subject to
passing various in-house criteria determined by Us. We may decide not to enter into
a Contract with You if any of these criteria are not met, and We can choose to
reject an Order without further reasons being given.
1. Accuracy of Information
We work hard to ensure that all information available on the Website is accurate and
correct. Most technical specifications, images and diagrams are sourced directly
from the manufacturer of each item. However, manufacturers may choose to make small
design changes, resulting in slight variations on the image(s) displayed. Where
possible, these changes are noted in the Product Information tab of each item. Due
to limitations and variations of devices used to view the Website, the colour or
finish of the Goods may differ slightly. Some devices used to view the Website may
"cache" certain information in order to display it faster when viewed in the future.
Please ensure You are viewing the most recent version of any product information
before continuing with a purchase. All efforts are made to ensure the validity of
stock data, although this does not act as a guarantee of availability, nor an offer
Prices for items on the website, unless stated, include Value Added Tax (VAT),
currently at 20%. Every effort is made to ensure that the selling price of items on
the Website is correct at the time of purchase. However, we reserve the right to
make changes to the price of items at any time, in the event of a supplier increase
or a general pricing error by Us. Any discrepancies or differences in price will be
agreed before We enter into a Contract with You.
3. Discount Codes
Certain discount codes and voucher codes may apply to items on the Website. Unless
otherwise stated, only a single voucher code may be used per Order. It may or may
not affect all items on the Order. Any benefits or discounts that are applied as a
result of using a discount code are clearly stated before completing the purchase
and submitting your Order. We cannot guarantee the validity of any discount codes or
voucher codes displayed elsewhere on the Internet, except for those on our Website.
If We find that all the conditions of a discount code or offer have not been met, We
may choose to withdraw any benefits after the Order has been received. Furthermore,
the Company reserves the right to remove a discount code, or alter the criteria of
it, at any time.
Unfortunately, We do not allow any discount codes to be used when a purchase is made
using any of the Finance/Credit options. Any applied discounts will be removed from
the Order before proceeding with the Finance application.
4. Special Offers and Savings
Certain items on the Website may display promotional text regarding the price, often
in the format of "Save x%". In this case, the calculation is based off the
Recommended Retail Price (RRP) provided by the manufacturer of the item. In these
cases, the Recommended Retail Price is also displayed on the page with a
strike-through text effect. In the case of pack/bundle items, the RRP is an
aggregate of all items within the bundle.
All items listed on the website include an estimated delivery time and cannot be
guaranteed. All estimates are based on a "working day" (Monday - Friday excluding
Bank Holidays), starting the next working day after the Order is accepted. Various
factors such as weather and stock shortages may impact the stated delivery time. In
cases where an item is "Out Of Stock" or available for "Pre Order", an expected
restocking date is shown, where available, though it is subject to change. Until the
item returns to stock, all dates are estimated.
Free Delivery and Delivery Surcharges
The vast majority of items for sale on the Website are offered with free UK mainland
delivery, except for a small proportion of items that are only eligible for free
delivery in certain postcode areas. We define the UK mainland as England, Wales and
most parts of Scotland below the central belt. The Scottish Highlands, Northern
Ireland and any islands are not eligible for free delivery.
In the event of an additional delivery charge being required, we attempt to clearly
label this prior to completing an Order, and the relevant charge will be applied to
the total at the Checkout stage. Charges are calculated on a per delivery basis, not
a per Order basis, so multiple delivery charges may be applied in certain
Unfortunately, due to recent economic factors, some of our third-party delivery
partners cannot provide accurate delivery cost estimates before an Order is placed.
Where possible, we try to absorb any extra surcharges, but in extreme cases we may
ask for an additional delivery surcharge after an Order has been placed. We reserve
the right to cancel the Order in the event of this surcharge not being met.
Our deliveries are handled by third party carriers; often this will be a specialist
courier service or a vehicle directly affiliated with a supplier. Due to this, We
are unable to guarantee the execution of any special delivery instructions requested
when placing an Order, though We endeavour to do so. An Order with many items may be
subject to deliveries from multiple carriers, and so we are unable to guarantee that
all items will be received at the same time, or on the same day, though we work hard
to try and ensure this. If You cannot be present to take a delivery, you must give
us adequate notice of 24 hours to enable us to re-schedule the delivery. We reserve
the right to charge for any re-deliveries as a result of You not being able to take
delivery on the nominated day.
All of our deliveries are a one-man, kerb-side service. Where required, You should
arrange for help to unload the Goods during delivery, and/or for storing them inside
the property after delivery. Upon receiving a delivery, We recommend performing a
short visual inspection, checking that all expected items are present; consulting a
delivery note if available. The delivery should be received, inspected and
signed-for by the Delivery contact nominated on the Order. Once the delivery is
signed for, responsibility for those items is then passed on to You. Therefore, We
highly recommend performing a full inspection of the items immediately afterwards,
prior to storing them away.
Inspecting Delivered Items
We recommend performing a full inspection as soon as possible to determine whether
any items are damaged, incomplete or faulty. In the unlikely event that this is the
case, We recommend notifying us within 48 hours of receiving the delivery, which
will ensure a smooth Returns process. In cases where all of these Conditions have
been adhered to, We will arrange for incorrect or damaged items to be replaced for
free. Collection of certain damaged items - such as broken glass - may not always be
possible, so You may be asked to dispose of these items separately.
Installing Delivered Items
We advise against booking any tradesperson(s) to install items until You are in
receipt of the entire Order, and it has been thoroughly checked. Any delivery times
given are estimates and cannot be guaranteed, therefore We cannot be held
responsible for any consequential loss. Do not try and install any damaged or faulty
items, and leave them in their original packaging where possible. We cannot be held
responsible for any labour or installation charges incurred as a result of
installing faulty or incorrect items.
You have the right to cancel an Order at any point before it is shipped, or up to 14
days after delivery, under Consumer Contracts Regulations (2014). From that time,
You have a further 14 days to return the item(s) back to Us, if applicable. Please
note - these Cancellation Rights do not apply to "Made To Order" items.
Cancelling An Order
You must notify us in writing of your intention to cancel an Order by emailing us and
quoting your Order Number. If your Order has already been dispatched, we will
provide you with relevant returns information once we receive your notice. If the
order has not been dispatched, you will be entitled to a full refund, usually within
If you wish to return any Goods, you must first contact Us so that a Returns Number
can be generated. Sending any Goods back without a Returns Number will lead to
delays in your refund.
You can return an Order up to 30 days after receiving it; unfortunately, we are
unable to accept any returns after this 30 day period.
For up to 14 days after delivery you are entitled to return any items and receive a
full refund of the purchase price, excluding any charges incurred for collection,
subject to the following conditions:
- The item(s) have not been damaged or marked in any way
- The item(s) are in their original packaging
Please also note when returning any items:
- You must contact our Returns team to obtain a Returns Address and
Returns Number before sending any item(s) - failure to do so will result in a delay
to your refund
- If you have opened the item(s) you wish to return, please contact our
Returns team for further instructions before re-packaging
- You may choose your own carrier to return the item(s), or you can ask
us to make arrangements (a courier fee will apply)
- If arranging your own carrier, we recommend taking out appropriate
insurance in case any item(s) are damaged in transit
- We are unable to accept returns of "Made to Order" items
- Your refund will be raised once the items have been returned. This
process can take 5 - 12 working days
After the initial 14 day period, all returns will be subject to a restocking charge
and a collection fee, both of which vary per Order.
Any damaged, faulty or incomplete Orders must be reported as soon as possible;
ideally within 48 hours, at most 14 days after receiving the Order.
However we would not be liable to pay any costs or plumber charges incurred to get
the faulty or damaged goods uninstalled for returns or replacement.
Returning Faulty Items
In the event of a fault developing with item(s) purchased from the Company after
installation, please contact us before attempting to disassemble, remove and replace
the item(s). The manufacturer may ask for further evidence - in the form of images
or videos - to determine whether the fault is the result of a manufacturing defect.
Failure to provide sufficient evidence of the fault/defect before removing the item
will void any refund and we will not be able to accept the returned item(s).
Items deemed "Made To Order" on the Website are clearly labelled and often include
bespoke manufacturing choices such as colour, design or size/shape. Once an Order
containing a "Made To Order" item has been accepted, the item(s) cannot be cancelled
without incurring a cancellation and restocking charge, set by the manufacturer on a
per Order basis.
7. Warranty and Guarantee Periods
The guarantee period or warranty associated with items sold on the Website are
offered by - and honoured by - the manufacturer of the item. Unless otherwise
stated, the guarantee offered covers against manufacturing defects found to have
occurred when the item is used in normal domestic applications (or commercial use
for items specifically deemed commercial). In addition to this, the following
important points should be considered:
- Serviceable parts are not covered by this guarantee unless specifically
stated by the manufacturer
- The guarantee must be registered with the manufacturer (if asked to do so)
- Neglect or abuse of items will void any warranty offered by the manufacturer
- The item must be fitted in accordance with the fitting instructions supplied
by the manufacturer
- The item must not have been modified or used for anything other than its
- The item should be fitted by a competent person, preferably with previous
In the event of a fault developing with item(s) purchased from the Company, please
contact us so that we can explain the specific procedures to follow for the
manufacturer in question, and how best to raise a claim.
8. Product Advice
We try to inform and aid You with a purchase by offering guides, blogs, and product
information on the Website, as well as technical help over the telephone, given in
good faith based on limited information. This advice is not a substitute for that of
a trained professional in their field (such as a heating engineer or plumber). We
cannot be held responsible for any item(s) ordered incorrectly based on advice from
the Website or a salesperson over the telephone.
9. Security and Privacy
No credit/debit card information used in transactions is saved or kept by the
Company. Instead, We utilise well-respected payment processing firms SagePay and
PayPal to handle this sensitive data. All pages on the Website are protected by SSL
encryption, ensuring all data you enter is secure at all times. We utilise cookies
to track pages you visit on the Website, with the intention of providing you a more
personalised experience, and for remarketing purposes based on certain browsing
habits. We aggregate some of this data to try and provide a better shopping
experience to future Website users. No personal details or contact information is
shared with a third party, except for our trusted email client if You choose to
subscribe to future updates. You can unsubscribe from this service at any time.
10. Use of Website Information
We allow our customers to print or save the information We spend many hours creating
(for example, descriptive and technical specifications for items on the Website) for
personal use at any time. We do not allow anyone to reproduce our content for
commercial purposes. Any company found to be scraping, plagiarising or copying any
content We produce for use on any other website than our own will be liable to pay a
royalty fee of £1000.00 per page per day that the content has been indexed by
Google. This agreement also applies to hotlinked and/or watermarked images that We