Help & support / Returns and refunds

Returns and refunds

How to arrange your return

Email Sales@theplumbingsuppliers.co.uk, call 0203 8851 996 or use our contact form before sending an item back. Include your order number, the item and whether you are returning it because you changed your mind, received the wrong item or believe it is faulty. We will provide the correct return address and arrangements. The business address is not automatically the returns depot.

Please package the item securely and retain proof of postage. Tell us if a pump has been installed or used so we can agree safe handling and any necessary preparation. Contacting us first helps organise the return; it does not make your statutory cancellation rights conditional on our approval.

Who pays return postage?

For a change-of-mind return or an item ordered in error, you pay the direct return delivery cost. Large or heavy pumping stations may need a specialist carrier, so ask us about arrangements before booking. Where we supplied the wrong item, the goods are faulty or we are otherwise responsible, we will arrange a free return where necessary or cover reasonable agreed return costs.

Condition of change-of-mind returns

You may inspect the goods as you would in a shop. Keep components, instructions and packaging together where possible. If handling goes beyond what is needed to establish the goods’ nature, characteristics and functioning, a lawful deduction for diminished value may apply. Faulty-goods rights are separate and do not depend on original packaging.

Refund processing

We process refunds within seven days of receiving the returned items, using the original payment method unless agreed otherwise. Your bank or payment provider may take additional time to show the credit. Where consumer cancellation law requires a refund earlier after evidence of return, we follow that deadline. For a qualifying cancellation of the whole order, we also refund the standard outbound delivery charge.

Your statutory cancellation rights

Our 30-day return request period is additional to your legal rights. For most consumer purchases made online, you can cancel without giving a reason within 14 days after the day you receive the goods, then have a further 14 days to send them back. We do not require you to use a particular form. Legal exceptions, such as genuinely personalised goods, apply only where relevant and explained before purchase.

Faulty, damaged or incorrectly described goods

Contact us if your goods are faulty, damaged, incorrect or not as described. Your remedies may include a refund, repair or replacement under consumer law. Neither the 30-day returns policy nor our five-year warranty removes those rights.

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