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CUSTOMER SERVICE: +44 (0)3300 535899 // [email protected]

Return Policy


Returning An Unwanted Item







  • Unwanted items can’t be returned after 14 days of receipt of goods.
  • If you are returning an unwanted item it must not be damaged, installed or marked.
  • Please make sure that the goods are returned to us in new, unused condition (including all packaging) and must be taken care of whilst in your possession. Please note that the products must be in good conditions and the packaging must be in resealable conditions. Do not write on the packaging. We will check your products on receipt and you will incur in a 10% restocking fee if the item or the packaging is in bad conditions.
  • You will be responsible for the delivery costs associated with the return. We recommend using a tracked service for sending any parcels.
  • Products that are sent directly to a customer from the manufacturer will incur a 20-30% restocking fee depending on the manufacturer and the customer will need to cover the return expenses. To know if a product is deliver directly from our supplier get in touch or check on the product listing.
  • We are unable to accept a return for boilers that have been opened and the seal broken.
  • Please note the items need to be returned in their original packaging and we won’t be able to take any product that has been unsealed.
  • Please note that some items are dispatched directly from our suppliers. You will find the details “Direct from Supplier” on the product page as on the images below:




To return an unwanted item delivered directly from one of our suppliers, please contact us so we can assist you on this process. Please note that some suppliers have a returning fee that can be up to 20-30% of the product price and the return fee will be deducted from the refund of your order.

Please note we won’t accept any return for these items if you haven’t contacted us in advance.

Returning Faulty or Damaged Item







  • Damaged/Faulty items can't be returned after 30 days of receipt of goods.
  • We must be notified of any items that arrive damaged within 24hrs of receipt of goods.
  • You may be required to supply photographs of any damaged items.
  • Do not begin the returns process until you have informed us of any damaged items. Please don't send the item back to us until we confirm what is the best procedure for your order based on the product and the issue you have. Please note if you don't follow the returning process we will charge a restoking fee at our discretion.
  • If your order was sent from one of our suppliers directly, please contact us with all the details so we can help you out with this process but please don't send the items back to us until we confirm what is the best process for you via email.
  • Some brands don't accept returns if the faulty or damaged is developed after the product is installed and used. Instead, they will send an engineer to check the unit and fix the fault. Please contact us before sending an item back to us so we can guide you through this process.
  • Most of the brands we work with recommend buyers to contact them directly if the product purchased is faulty or becomes defective. Please find the brands and supplier contact details on our website footer.


Please note that products are covered with the manufacturer's warranty and some brands have special instructions for faulty or damaged items. Please see below the return policy for some brands we work with:



Saniflo
Grundfos
Stuart Turner
Aqualisa
Ariston
DAB pumps
Salamander Pumps

Saniflo Do Not Accept Returns

If your Saniflo macerator is faulty then you will need to call out an approved Saniflo engineer. Saniflo will not accept returned product for hygiene reasons and require any fault to be verified on site by the engineer. Engineers aim to be with you in 48 hours although longer delays are possible.

Grundfos macerators and pumps can’t be returned after installation. Grundfos will not accept returned product for hygiene reasons and require any fault to be verified on site by the engineer. Please contact Grundfos directly for support.

Stuart turner recommends contacting them for support if you think your product is faulty. They will help you through the process and suggest to you what is the best solution depending on the issue you have.

Aqualisa doesn’t accept returns after installation. Customers need to contact Aqualisa directly if there is an issue with the purchase unit. Aqualisa will check if there is a fault in the unit and will sort it out for you.

If the product develops a fault, Ariston asks customers to leave the unit installed and ask them for assistance. They will help you through the process and send an engineer if it’s required to fix or replace the unit.

DAB pumps recommends contacting them for support if you think your product is faulty. They will help you through the process and suggest to you what is the best solution depending on the issue you have.

Salamander pumps highly recommend you to contact their technical team to help you check where the issue could be with the purchased product. They will help you out with the process and advise you on how to use your manufacturer warranty.

Wrong item received?







  • If you have received the wrong item, you need to contact us within 14 days of receipt of goods.
  • We won't accept returns of wrong items received when the items have been installed or used.
  • Please make sure that the goods are returned to us in new condition (including all packaging) and must be taken care of whilst in your possession.
  • Please note that the products must be in good conditions and the packaging must be in resealable conditions. Do not write on the packaging. We will check your products on receipt and you will incur in a 10% restocking fee if the item or the packaging is in bad conditions.


Please note: All goods reported as faulty will be tested by manufacturers, if it is determined the goods are not faulty or if the faults are deemed to be caused by damage or abuse this will void any warranty, goods will be returned to you and no refund or replacement issued.





Return Process










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:

  1. Please contact us no longer than 14 days after the day on which you receive the goods by emailing [email protected] or via live chat or by calling 03300 535899.

  2.  We will then email you with the return instructions and address for postage. At this point, we may require an image of the goods.

  3. Once we approve the return, you can post the item back. Please make sure you include the following returns form with your parcel to help us speed up our return process. 
  4. For unwanted items or wrong item received: Please note that the products must be in good conditions and the packaging must be in resealable conditions. Do not write on the packaging. We will check your products on receipt and you will incur in a 10% restocking fee if the item or the packaging is in bad conditions. * Please note that items directly deliver from our suppliers, the restocking fee can be 20-30%.
  5. For faulty or damaged item. Please do not write on the packaging. Please provide all the original packaging.
  6.  Once the goods have been received back and inspected, you will receive your refund within 14 days.



FAQ 










Q: I have attempted installation. Can I return my goods?

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


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

A: Unfortunately not.


Q: I received the wrong item. How can I return it?

A: Contact us by email with the order number, the product ordered and the item received and we will provide you with all instructions to sort it out.