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Terms and Conditions

Last Updated: 29/03/2018

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 the Company
  • "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 You
  • "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 of sale.

2. Pricing

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.

5. Delivery

Delivery Times

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 a delivery charge being required, it is clearly labelled 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 circumstances.

Delivery Handling

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.

Receiving Delivery

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.

For further Delivery Information and FAQs about different scenarios, visit this page: https://www.heatandplumb.com/acatalog/delivery-information

6. Cancellation and Returns

Basic Cancellation Rights

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 3-5 days.

For more information, or to contact the Company regarding a cancellation, visit this page: https://www.heatandplumb.com/acatalog/contact-us

Returning an Order

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. We may ask you to pay the cost of returning the items. We may choose to nominate a carrier and/or a method of collection. There will also be an administrative charge payable if the items are not faulty or damaged.

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.

For further Returns Information and FAQs about different scenarios, visit this page: https://www.heatandplumb.com/acatalog/returns-information

Made To Order Items

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

We offer the full manufacturer warranty with each item on the Website, which is a minimum of 12 months but often much more. For the first 12 months after a purchase, You must contact the Company, and we will deal with any guarantee issues. After the first 12 months, the warranty (if there is any remaining) is with the manufacturer of the item. In most cases, their information is supplied with the item, or can be found by contacting Us.

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 create.