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Returns/Refund Policy

If you wish to cancel your order, you must notify us without delay by email to enquiries@plumbxtra.co.uk before we have dispatched the goods.  If the goods have been dispatched, you can return goods you have ordered from us for any reason at any time within 14 days for a full refund or exchange. 

To arrange a return, please contact us in writing, by email (enquiries@plumbxtra.com) within 14 days of receipt of your order and we will provide you with a returns number and address to send the goods back to us.

The costs of returning goods to us shall be the liability of the purchaser. In the event of returning goods outside of 14 days we reserve the right to refuse return requests. If returns are accepted we reserve the right to apply a restocking charge of up to 25% of the order value.

The level of Restocking Fee can vary from 0% to a maximum of 25% of the returned product’s gross value. This percentage value varies between product and manufacturer for the following reasons:

  • Cost of transporting the product back into stock
  • Cost of storing the product until prepared for resale
  • Cost of testing the product to ensure it is safe for resale
  • Cost of any product repackaging

 

Upon receipt of the goods we will issue a refund of the amount paid, an exchange or credit as required.  The rights to return the goods will not apply in the following circumstances (although the provisions of this clause do not affect your statutory rights): -

  • Where the product has been used
  • Where the product packaging has been opened or tampered with in any way and all goods must be returned undamaged and in the original packaging.
  • Where any security seal has been broken
  • If a collection is required a charge may apply.
  • We do not accept returned items unless they are in the same condition in which they were delivered to you, including the original and undamaged packaging.

Please note that you will be responsible for the cost of returning the goods to our suppliers or PlumbXTRA Ltd unless we have delivered the goods in error or they are faulty.  If the product is dented or damaged in any way, you must inform us immediately. Manufacturers will not accept returns once the product has been fitted.   For goods that have arrived damaged you will need to contact us within 3 days of receipt of the order.

Faulty returned parts will be returned to the manufacturer for testing. If the part is deemed faulty by the manufacturer, PlumbXTRA will credit 100% of the original value of the part to the Customer.

Please telephone us on 01617610000 or email us at enquiries@plumbxtra.co.uk prior to returning any goods.

SECURITY SEALS

Your right to cancel this Contract will not apply in respect of Goods with Security Seals that have been tampered with or broken. Security Seals are present on goods to protect consumers and to ensure that Goods received are in factory-perect condition. This way, the Goods pose no risk to security or safety. By breaking the security Seal on Goods that you have received, you aknowledge that the goods are non-returnable.

If in any doubt at all, check the Manufacturers guidelines for compatability before breaking the security seal. This exemption for Cancellation and Returns specifically applies to the following Goods where Security Seals have been broken or tampered with: 

  • Sensitive equipment of a digital / electronic nature such as smart heating controls with recordable memory and / or registrable software
  • Printed circuit boards (PCB's) supplied in electrostatic wrapping
  • Gas carrying safety components such as gas valves, air pressure switches, fans

 

EXAMPLE OF AN ACCEPTABLE RETURN

 Example of an acceptable return

 

EXAMPLES OF UNNACCEPTABLE RETURNS

 Example of unacceptable return

Example of unacceptable return

FAULTY GOODS (WITHIN 30-DAYS OF RECEIPT)

If you purchased the item less than 30 days ago, and it is damaged or faulty, you can return it under our 30 Day Money Back Guarantee.  We will offer either a repair, exchange or refund if the fault occurs within 30 days of purchase.

If you purchased the item more than 30 days ago our aim is to get the problem put right as quickly as possible.  In the first instance, please check if the manufacturer offers a helpline, repair or warranty service. Using this service may be the fastest way to get the problem put right.

If there is no warranty or repair service, or if you wish to return a faulty item please contact us in writing, by email to enquiries@plumbxtra.co.uk or contact us by telephone us on 0845 528 0777 for further assistance.


ADDITIONAL NOTES

Manufacturers’ warranties are only valid in the UK.  It is the responsibility of the purchaser to register all warranty periods with the relevant manufacturer.  It is the responsibility of the purchaser to ensure that all products are installed and commissioned by competent persons registered with the appropriate professional bodies and with the correct levels of skills, competence and knowledge.

We would advise that you do not schedule an installer, until you have received delivery of your goods and they have been checked for any discrepancies.  Any discrepancies should then be reported to us as a matter of urgency, after which we will endeavor to rectify them as quickly as possible. PlumbXTRA will not be liable for any costs incurred, if goods are not checked before an installer has been arranged.

Please ensure the goods are ordered well in advance of your shipping schedules.

We process your order right away. We will normally send your order to you in 2 - 3 business days. Certain items listed within our Website are not standard stock items and can take longer than the stated delivery time.

All customers will be contacted by email to confirm a convenient delivery date between the days of Monday and Friday 8 AM to 5 PM (excluding weekends) - we are unable to give exact delivery times but will endeavor to assist wherever we can.

RIGHT TO CANCEL

Under the United Kingdom's distance selling regulations, you have the right to cancel the contract for the purchase of any of these items within a period of 14 working days, beginning with the day following the day on which the item is delivered. This is called a “14 Day Cooling-Off Period”. 

During this 14 day cooling- off period, you have a duty of care for the goods; therefore it is advised that any goods you wish to return are kept in their original packaging to ensure they remain undamaged and in a good condition. Please note that you will be responsible for the cost of returning the goods to our suppliers unless we delivered goods to you in error or they are faulty. Please also be aware that under no circumstance should goods be returned direct to PlumbXTRA Limited’s office, unless otherwise advised by one of our representatives. 

The return address will be specified to you prior to return; therefore any goods returned to us in error and not to the specified address will incur an additional carriage charge. Should returned goods arrive back to us or our supplier in a damaged condition, the goods will be returned to you and you will be responsible for the total cost. Please note this will not apply to any goods deemed as Special Order or Made to Order products.

BACK ORDERS

If your item is not in stock, we will place the order with our supplier and let you know the estimated delivery date. You will have the option to cancel your order should you wish to do so.

PRICES

While we endeavor to ensure that the information on this Website is correct, we do not warrant the accuracy and completeness of the material on this Website.  We retain the right to make adjustments to the pricing on this site to take account of any increase in our suppliers' prices, the imposition of any taxes or duties or due to an error omission. Or the price published for the goods is incorrect regardless of the status of the order.

Moreover, where images of certain items are not available in whole or part we reserve the right to replace with similar but confirm that this does not affect your statutory rights. We may make changes to the material on this Website, or to the products and prices described in it, at any time without notice. The material on this Website may be out of date, and we make no commitment to update such material.

CONTACT US

Telephone 0161 761 0000

Please email us at enquiries@plumbxtra.co.uk with any questions you may have. We endeavor to answer all email questions within 24 hours during normal business hours.

Alternatively you wish to write to us via post you can write to: -

Plumb Xtra

Second Floor Bridge End Mill

Wiseman Street

Burnley

BB11 1RU

0161 761 0000