Returns Policy

Change of Mind

PlumbNation is pleased to offer a 30-day return policy giving you peace of mind in case you need to return an unwanted item.

If you change your mind about the product when you receive it, you can notify us any time within 30 days and return it at your own cost for a full refund. Any refunds will be made within 14 days of receiving your returned item. You are expected to cover the cost to return the item and your initial charge will be refunded if the order is returned in full.

Please note, should you wish to return any items, the packaging will need to be returned in the condition it was delivered in. Failure to do so may result in deductions from your refund or your refund request may be refused.

To proceed with your return please manage your order here.

Faulty Goods

If any product purchased from us, that is not supported by field engineers (see below), develops a fault within the first 12 months of use we will refund the cost of the goods and the delivery charge, please manage your order here to process this.

Products Supported By Field Engineers

Some major brands operate their own field engineer service and will not accept returns unless one of their engineers has visited and confirmed that the product is faulty (not the installation). Where major brands have their own field engineer service, customers will be advised of the appropriate remedial action by the Plumbnation Customer Service department, or through the Manage Your Order section of the website, at the time of raising a returns request. For these brands, returns will not be accepted unless an engineer has confirmed the fault.

Damaged On Arrival

In the unlikely event that your order is damaged on arrival then please follow the procedure below.

Please inspect the goods as soon as possible after the delivery to ensure they are as per your order. Please check the goods to confirm they have been received in good condition. We need to have been contacted within 7 days of delivery to advise of any damage. Any delay in reporting any problems to us could affect your right to a refund or replacement.

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. You agree to indemnify us in full for any losses we suffer as a result of you or your agent accepting goods and signing a delivery note without thoroughly checking the goods for damage. Please manage your order here to process this.

The address for all returns is as follows:

PlumbNation Returns Dept

Units 2, 3 and 4,

Millennium Court,

Enterprise Way,

Evesham,

Worcestershire,

WR11 1GS

To start a return, please click on the following: Manage your orders

Opening and closing times for our returns centre are 08:00 am until 15:00 pm, Monday to Friday.

Please ensure the item is well packed as we are unable to provide refunds for products that are returned to us damaged.

You are welcome to return orders in person to our returns warehouse in Evesham. Please ensure you have arranged a returns number prior to visiting the warehouse. Please also be aware this is a warehouse and you will not be able to view any products.

Standard returns

You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). We will attempt to make return payments within 14 days following the cancellation date.

Extended returns

We can often provide an extended return timeframe depending on what goods you purchase. You can find this information on all product pages. Below is an example of the PlumbNation Express fulfilment channel with an extended returns timeframe and returns collection service available. This includes the delivery cost (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive delivery method).

Please note - all fulfilment channels have services that relate to their goods only. They are clearly labelled on each product page.

To fully understand the returns policy of your goods, click on the “Learn More” section on the product page of your choice.

Review process

Please read the images and insurance section below.

Should you decide that you no longer require the goods, or they simply do not suit your requirements, then please follow our simple returns procedure below:

STEP 1 - Please contact us no longer than 14 days after the day on which you receive the goods by emailing [email protected] or by calling 0333 202 5981.

STEP 2 - We will then email you the return instructions and address for postage. At this point, we may require an image of the goods. A returns label will be sent for you to tape onto the outer packaging. Please note this is not a prepaid label.

STEP 3 - Once the goods are returned and inspected, you will receive your refund within 14 days.

Images

We may ask for images for your return, whether they have been unopened or not. This is a precaution for all of our customers and protects you from any damage in transit issues. Please find some good and bad images below for inspiration.

Insurance

We recommend you insure your goods with the courier. Please insure the goods up to the retail value of the goods (the price you paid). If you apply a standard delivery and the goods are damaged in transit you may only be offered a nominal amount of compensation. This is essential when returning palletised goods, which by default pay compensation per KG.

Unboxed/used goods

Duty of care. Charges may be applied for over-handling. Please have a read our Delivery Guide.

Returns collection service

Like extended returns, we can provide a returns collection service depending on what goods you purchase. There are costs associated with a number of returns collection service. You can find this information on all product pages. Below is an example of the PlumbNation Express fulfilment channel with an extended returns timeframe and returns collection service available.

I have attempted installation. Can I return my goods?

Unfortunately not. Though if you have installed the goods and they are faulty, please contact us.

I am outside my returns window. Can I return my goods?

Unfortunately not.