Delivery & Returns Policy

All terms and conditions referencing deliveries and returns are documented on this page.

Please note that we do not offer a fully home-delivered service, meaning our delivery drivers will not necessarily bring items to/into your home. The delivery service we offer is considered "kerb-side", meaning the item is only required to be removed from the delivery vehicle by the driver and it is the customer's responsibility to transport the items from the kerb to the property. If a driver helps, this is their responsibility but it is not part of the standard service that we are able to offer.

Occasionally, there will be issues with stocks arriving into the country. This is something that is out of our control and whilst we work to expected delivery dates, these are subject to change and we would therefore, always recommend arranging for any works/installations once goods have been received in full.

 

1. Delivery Zones

Plumbhub offers fast and secure delivery on all orders. To provide the best service for our customers, some products will be shipped directly from the manufacturer or via one of our suppliers to our customers.

Each product page on our website has an accurate shipping calculator within the product description - this shows the delivery cost for each individual item, however, if more than one item is added to your cart, please use the shipping calculator on the cart page to view the delivery costs.

We do not make a profit on any delivery charges and we charge our customers the same rates that we are charged by the manufacturer or supplier to deliver the goods. We may post orders in separate parcels and some of your order order may be fulfilled partially by us and partially by the manufacturer.

For more information regarding our deliveries, please contact us.

 

1.1 Delivery times are based on courier and third party delivery services, and are estimates only. All goods are usually delivered within the expected delivery time, however, Plumbhub cannot be held liable for any deliveries outside of the expected delivery time. By the Consumer Rights Act 2015, an item is outside of a reasonable delivery time after 30-days. All products will show the available delivery locations on the product page in the "delivery tab" - if a product does not state this information, please contact us. If a courier or fulfilment provider cannot deliver to a customer location, Plumbhub cannot be held liable but will do its best to display this to the customer.

1.2 Delivery of goods will be made by the courier to the delivery address provided by the customer. It is important that the delivery address on the order is accurate to ensure deliveries are made to the correct address.

1.3 If a courier is unable to complete a delivery, a calling card should be left at the delivery address to confirm. This will highlight that an order may be being re-delivered, or state that an order has been delivered to a safeplace or neighbour.

1.4 Deliveries can be attempted until 10pm of an evening by courier or 3rd party fulfilment.

1.5 If an initial delivery attempt fails due to the delivery details provided to Plumbhub being inaccurate, Plumbhub reserves the right to charge the customer for any re-delivery costs. Additionally, if a customer is not available to take delivery for any reason, Plumbhub reserves the right to charge the customer for the cost of re-delivery or return to sender.

1.6 In the event of a delivery arriving with signs of damage from transit, the customer should contact Plumbhub immediately and should not accept the delivery.

1.7 In the event of a delivery arriving with damaged or missing goods, the customer must notify Plumbhub of any damaged or missing goods within 2  working days of delivery. Without notification, Plumbhub will treat the delivery as complete and therefore take no further action on the order. Plumbhub does not offer a retrospective partial refund service for damaged goods. If an item is damaged prior to installation, the customer MUST NOT install the item. If the item is installed and a retrospective refund is requested, Plumbhub will not be able to replace or refund the item.

1.8 Plumbhub advises customers to avoid arranging installation of goods until goods are delivered in full and checked.

1.9 Delivery service charges such as "Express delivery" and "Next working day delivery" are non-refundable according to Consumer Contracts Regulations 2014 unless goods are delivered damaged, faulty or incorrectly.

2. Dispatch

2.1 All goods are kept in one of multiple warehouses or third party fulfilment centres, however, all orders are distributed from our central warehouse in Birmingham. This means that some products on the Plumbhub website are exempt from upgraded delivery services and may not show "Express Delivery" and "Next working day delivery" as a delivery option. For confirmation, please contact us.

2.2 If goods are ordered that Plumbhub cannot fulfil within the expected delivery time, Plumbhub will notify the customer via telephone or email and refund the postage costs and/or order in full.

2.3 The order time cutoff for "Express delivery" and "Next working day delivery" is 1pm. Any orders placed after this time may not be dispatched until the following day.

2.4 Orders are processed until 1pm on Monday-to-Friday. Any orders undispatched by 1pm may not be processed until the following day, however, some orders will be processed up until 3.30pm, depending on peak times. Orders will not be processed over a weekend outside of opening hours.

3. Notification

3.1 The customer will receive an email confirmation from Plumbhub upon placing an order - The customer should ensure any provided email addresses are correct in order to receive confirmations and notifications.

4. Installation

4.1 Plumbhub does not accept liability for goods damaged during installation by the customer or a third party installer.

 

5. Returns policy

5.1 Subject to its terms and conditions below, Plumbhub is happy to exchange or refund any purchase if notified within 14 days of delivery. The customer will then have 14 additional days to return the item for a refund or exchange.

6. Terms and conditions

6.1 It is important that any unwanted goods, unless faulty, are returned in a re-sellable condition; To define "re-sellable", goods that have been returned must be:

(a) Undamaged
(b) In original packaging
(c) Unopened

6.2 Plumbhub reserves the right to refuse an exchange or refund if goods are not returned in a re-sellable condition and are not faulty.

6.3 The cost of returning any sellable goods to Plumbhub is the responsibility of the customer. Plumbhub recommends using a tracked delivery service that insures the value of the goods as Plumbhub cannot be held liable for any undelivered goods that have been returned.

6.4 If a product is specifically ordered for you (e.g. "Made to order" or "Special order"), unless faulty, Plumbhub is unable to offer a refund or an exchange.

6.5 Delivery service charges such as "Express delivery" and "Next working day delivery" are non-refundable according to Consumer Contracts Regulations 2014 unless goods are delivered damaged, faulty or incorrectly.

6.6 For goods that are either faulty or defective, please be advised that after 30 days from the date of purchase, Plumbhub will only be able to offer a replacement or repair. Plumbhub will arrange for any goods to be returned for inspection and/or repair/replacement, however, if the item is not deemed to be faulty, it will be returned to the customer in the same condition. The customer is also able to go to the manufacturer to resolve the alleged fault if the goods are under the manufacturer's warranty.

6.7 Plumbhub will only refund via the original payment method that was used when an order was placed originally. Plumbhub cannot issue refunds via any other method.

7. Returns procedure

7.1 Please contact us regarding your return as goods are delivered from different fulfilment addresses and we need to provide the correct address to return said goods to. If Plumbhub advises that the goods are to be returned to us directly, please proceed with steps 7.2 onwards (below). If the goods are to be returned to a fulfilment centre or manufacturer's warehouse, this process varies per order. Some goods are able to be returned by the customer, however, others will be a chargeable collection-only service that is bespoke per order. Please contact us for more information and a bespoke collection quote. 

7.2 Please complete Section 1 of the Returns Form (click here to download)

7.3 Customers must pack the returns form together with the goods, ensuring packaging is secure, and return to Plumbhub at:

PlumbHub Ltd (Online Returns Department)
Units 1-2
660 Chester Road
Erdington
Birmingham
B23 5TE
United Kingdom

7.4 Once Plumbhub has received and inspected the returned goods, an exchange or refund will be processed if applicable.

7.5 If goods are returned without a returns form included, Plumbhub cannot guarantee the return will be processed as there may not be enough details included to locate the order that the returned goods belong to.

7.6 Once goods have been received by our returns department, it will take up to 5 business days for Plumbhub to process any refunds. Refunds will be provided to the original payment method, taking standard processing times according to the card issuer.