Returns & Exchanges
Thank you for shopping with Plumbie. We aim to provide quality products and excellent service. If you are not completely satisfied with your purchase, please read our return and refund terms carefully.
General Conditions
At Plumbie, we are committed to supplying quality bathroom, plumbing, and heating products to our valued customers. We aim to ensure satisfaction with every purchase. However, we understand that, on occasion, it may be necessary to return or exchange goods. This Returns & Refunds Policy outlines our procedures and conditions in full.
This policy applies to both online and in-store purchases and shall be adhered to strictly by all parties. By placing an order with Plumbie, you agree to the terms below.
This Returns and Refunds Policy sets out the terms and conditions governing the return, exchange, and refund of products purchased from Plumbie, whether through our online platform or at our physical retail location. This Policy shall apply in all instances, and the customer, by placing an order or making a purchase, agrees to be bound by its terms.
Online Returns for Faulty, Defective, or Damaged Goods
Customers must inspect all goods upon receipt and notify us within 30 calendar days if a product is:
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Defective or not functioning as intended;
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Visibly damaged during delivery;
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Incorrect or not as described.
1.1 Notification Process
All issues must be reported by email to info.plumbie@gmail.com, quoting the order number, item code, and a detailed description of the issue. Supporting photographs or video evidence may be required for assessment.
1.2 Resolution Procedure
Upon review and confirmation, we may offer one of the following remedies, at our discretion:
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A replacement of the defective product;
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A repair where applicable;
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A full or partial refund where replacement or repair is not possible.
Return carriage for faulty goods will be arranged or reimbursed by Plumbie, provided prior authorisation has been granted.
1.3 Goods Damaged in Transit
Damage in transit must be reported within 48 hours of delivery. Claims made after this period may be rejected if the damage cannot be reasonably verified to have occurred in transit.
Online Returns for Non-Faulty Items (Change of Mind)
We accept returns for non-faulty goods (i.e., unwanted or change-of-mind items) under the following strict conditions:
2.1 Return Conditions
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The customer must notify us of intent to return within 14 calendar days of delivery.
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Goods must be unused, unopened, and in their original, undamaged packaging, suitable for resale.
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All non-faulty returns are subject to a minimum 25% restocking fee.
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The cost of return shipping is the responsibility of the customer.
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Returned items remain the customer’s responsibility until received by Plumbie in satisfactory condition.
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Items returned without prior authorisation will be refused.
2.2 Refund Processing
Approved refunds for non-faulty goods will be processed within 14 working days of safe and approved receipt of the returned goods. Deductions for restocking and any damages will be made prior to refund.
In-Store Returns
Customers returning items purchased in-store must present the original receipt and return the goods within 14 calendar days of the purchase date.
3.1 Inspection Requirements
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All returns are subject to a full inspection by Plumbie staff to assess condition, packaging, and resale suitability.
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Items that have been opened, installed, used, or damaged will not be accepted for return unless proven faulty.
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We reserve the right to refuse a return or exchange for any item not meeting the above criteria.
3.2 Refunds or Store Credit
Approved returns will be processed at management discretion and may be refunded via the original payment method or issued as store credit. In-store returns for non-faulty items are a goodwill offer and not an obligation.
Return Eligibility Criteria
To qualify for a return or exchange, the following conditions must be met in full:
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The return request is made within 14 calendar days of the date of delivery.
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The item is in brand new condition, unused, and in its original, factory-sealed packaging.
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All accessories, fittings, manuals, labels, warranty cards, and promotional items (if applicable) are included and undamaged.
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The item has not been installed, fitted, modified, altered, tampered with, or used in any way.
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A valid proof of purchase (order number and invoice) is provided.
We reserve the right to deny any return that does not meet these conditions or if we suspect misuse, fraud, or abuse of our return policy.
Non-Returnable & Non-Refundable Items
Due to health, hygiene, or manufacturing regulations, certain items cannot be returned under any circumstances, including but not limited to:
Items that have been opened, unsealed, installed, used, or handled beyond checking.
Plumbing fixtures such as taps, showers, toilet seats, and basins once opened.
Special order or bespoke/custom-made products.
Cut-to-size or configured products (e.g., pipes, panels, or worktops).
Items purchased as part of a bulk or trade discount.
Products sold as clearance, final sale, ex-display, or open-box.
Items without original packaging or missing components.
Restocking Fees
All approved returns or exchanges will incur a minimum 25% restocking fee.
This fee is deducted from the total refund amount and is non-refundable under all circumstances.
This fee helps us cover the costs of inspection, repackaging, and administrative processing.
Return Shipping & Handling
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Return shipping costs are the full responsibility of the customer.
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We do not cover postage, courier, insurance, or packaging materials for returns.
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All returns must be securely packaged in suitable outer protective packaging. Products returned in unsuitable or damaged packaging may be rejected or incur an additional charge.
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We strongly recommend using a tracked and insured courier service, as we are not liable for items lost, delayed, or damaged in return transit.
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If your item is being returned due to our error (wrong or defective item), we will cover the return shipping.
Refund Process & Timeline
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Once a return is approved and processed, a refund (minus applicable fees) will be issued to the original payment method.
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Refunds typically take 5–10 business days to reflect in your account depending on your payment provider.
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Shipping charges, restocking fees, and return postage are non-refundable.
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If you used a discount code or received a bundle deal, the refund will reflect the discounted rate and proportional value.
Damaged, Faulty, or Incorrect Items
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If your item arrives damaged, defective, or not as ordered, please notify us within 48 hours of delivery. Send an email to [your email address] including:
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Your name and order number
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A description of the issue
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Clear photos of the item, packaging, and shipping label
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We will investigate the issue promptly and offer a replacement, exchange, or full refund, including the cost of return postage where applicable. Claims made after 48 hours may not be honored due to courier reporting limits.
Refused or Undeliverable Orders
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If you refuse delivery or the courier cannot deliver due to incorrect information, the order will be returned to us.
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Refunds will only be issued once the item has arrived back and been inspected.
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You will be responsible for all shipping costs (outbound and return) and a restocking fee. ###################################
Refused or Undeliverable Orders
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Plumbie will not be held responsible for:
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Any consequential, incidental, or indirect losses, including delays, project disruption, or labor costs resulting from faulty, delayed, or non-returnable items.
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Installation or use of items before checking them thoroughly.
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Any damage caused during the customer's return shipment due to poor packaging or mishandling.
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We strongly advise checking all items on delivery and before installation.
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