Plumb Suite Ltd – Professional Plumbing, Heating, Bathroom Installations & Home Improvement Services
Last Updated: 22 October 2026
1. Introduction
At Plumb Suite Ltd, customer satisfaction, quality workmanship and transparent business practices are at the heart of everything we do. We are committed to providing high-quality plumbing services, bathroom installations, heating solutions, drainage services and bathroom products to customers across England and Wales.
We understand that occasionally customers may need to return a product, cancel an order, request a refund or raise concerns about completed work. Our Refunds & Returns Policy explains your rights, our procedures and how we aim to resolve issues fairly and professionally.
This policy applies to eligible purchases made through our website, bathroom products, plumbing supplies, installation bookings and services provided by Plumb Suite Ltd.
Nothing in this policy affects your statutory consumer rights under applicable UK consumer protection legislation.
2. Returns of Bathroom and Plumbing Products
We want you to be completely satisfied with your purchases from Plumb Suite Ltd.
If you purchase an eligible product through our online shop, you may request a return in accordance with your statutory rights and the conditions outlined below.
For most products purchased online by consumers, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason.
Following cancellation, you generally have a further 14 days to return the goods.
Products should be returned with reasonable care, securely packaged and accompanied by proof of purchase where available.
Eligible products may include:
- Bathroom taps and shower fittings
- Bathroom accessories and fixtures
- Plumbing fittings and components
- Bathroom storage products
- Sanitaryware and selected bathroom equipment
- Other eligible products purchased through our online shop
Customers may inspect products as they would in a physical shop. However, handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may result in a lawful deduction from the refund.
3. Non-Returnable and Excluded Products
Certain products may be excluded from the standard 14-day cancellation right, where permitted by law.
These may include:
- Products manufactured to a customer’s individual specifications or clearly personalised
- Bespoke bathroom furniture made to specific measurements
- Custom-manufactured shower screens or bathroom fittings
- Certain sealed hygiene products once unsealed, where the statutory exemption applies
- Other products covered by a specific legal exemption
Products that are faulty, damaged, incorrectly described or not of satisfactory quality remain subject to your statutory consumer rights, even where standard change-of-mind returns are excluded.
4. Damaged, Faulty or Incorrect Products
At Plumb Suite Ltd, we take product quality seriously and aim to supply bathroom and plumbing products that meet appropriate standards.
If you receive an item that is damaged, faulty or different from what you ordered, please contact us as soon as reasonably possible.
When reporting an issue, please provide your order number, product description, details of the problem and photographs where appropriate.
Under the Consumer Rights Act 2015, consumers generally have a short-term right to reject faulty goods within 30 days of delivery. Other remedies, including repair, replacement or a refund, may apply depending on the circumstances and when the fault becomes apparent.
Where goods do not conform to the contract, Plumb Suite Ltd will provide the remedy required by applicable consumer law.
5. Refunds for Plumbing and Bathroom Installation Services
Plumb Suite Ltd provides professional plumbing, heating, drainage, bathroom fitting, bathroom renovation and related installation services.
We aim to complete all agreed work with reasonable care and skill, using suitable materials and professional working practices.
If you are dissatisfied with a service, please contact us so that we can review the matter and discuss an appropriate resolution.
Depending on the circumstances, available remedies may include:
- Repeat performance of work where legally required and reasonably possible
- Rectification of defective workmanship
- An appropriate price reduction
- A partial or full refund where required by law
- Other remedies available under applicable consumer legislation
Refund eligibility will depend on the nature of the work, the contractual agreement and the relevant statutory rights.
Customers do not automatically lose their consumer rights simply because an installation or service has been completed.
6. Bathroom Renovation Deposits and Cancellations
Certain bathroom installations, renovation projects and larger plumbing works may require an advance deposit to secure materials, allocate installation dates or confirm project arrangements.
The deposit amount and payment schedule will be communicated before the customer agrees to proceed.
If a customer wishes to cancel a confirmed booking, we ask that they notify Plumb Suite Ltd as early as possible.
Any cancellation charges or deductions must be fair, proportionate and consistent with applicable consumer law.
Where legally permitted, reasonable costs already incurred may be taken into account. Deposits will not automatically be treated as non-refundable.
Where statutory cancellation rights apply, these will take precedence over any contractual cancellation terms.
7. Your Right to Cancel Services
For qualifying service contracts entered into online, by telephone or away from our business premises, consumers will generally have a 14-day cancellation period beginning the day after the contract is made.
If you request that work begins during this cancellation period, you may be required to pay a proportionate amount for services already supplied if you subsequently cancel, provided the applicable legal requirements have been met.
Where a service has been fully performed during the cancellation period, the cancellation right may be lost only where the relevant statutory conditions are satisfied.
Special rules and exemptions may apply to urgent repairs or maintenance specifically requested by the consumer.
We will explain relevant cancellation arrangements when confirming your booking.
8. Refund Processing Times
Once a refund has been approved or is legally due, Plumb Suite Ltd will process it in accordance with applicable consumer legislation.
For qualifying cancelled online goods orders, refunds will generally be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.
Where goods have not been supplied, different statutory refund deadlines may apply.
Refunds will normally be issued using the original payment method unless an alternative is expressly agreed.
We will not charge a refund administration fee where doing so would conflict with your statutory rights.
9. Return Shipping and Collection Charges
For eligible change-of-mind returns, customers may be responsible for direct return costs where this was clearly communicated before purchase.
Large or bulky items, including bathtubs, shower enclosures and bathroom furniture, may require specialist collection arrangements.
Any applicable return or collection charges will be communicated in accordance with legal requirements.
Where products are faulty or do not conform to the contract, Plumb Suite Ltd will meet the costs required by consumer law.
10. Special Orders and Bespoke Bathroom Products
Plumb Suite Ltd may supply made-to-measure bathroom products, bespoke furniture, specialist fixtures and individually specified installation materials.
Because these products are manufactured or prepared to individual requirements, the standard change-of-mind cancellation right may not apply.
We encourage customers to check all measurements, finishes, specifications and product details before confirming a bespoke order.
Your statutory rights relating to faulty, damaged or incorrectly described goods remain protected.
11. Warranty and Workmanship Concerns
Plumb Suite Ltd is committed to delivering reliable plumbing installations and high-quality bathroom renovations.
If you experience a problem with completed workmanship or a product supplied by us, please contact our customer support team.
Any applicable manufacturer’s warranty or workmanship guarantee will be explained in the relevant documentation.
Additional guarantees do not replace or reduce your statutory consumer rights.
We will investigate reported issues and provide an appropriate remedy where required.
12. How to Request a Return or Refund
To request a return, cancellation or refund, please contact Plumb Suite Ltd with the following information:
- Your full name and contact details
- Order number, quotation reference or invoice number, where available
- Description of the product or service
- Reason for your request
- Supporting photographs or documents, if relevant
Customer Support Telephone: 0808 188 9129
Company: Plumb Suite Ltd
Our team will review your enquiry and explain the next steps.
13. Complaints and Dispute Resolution
We aim to resolve customer concerns promptly, professionally and fairly.
If you are unhappy with a product, installation, repair or the outcome of a refund request, please contact us with details of your complaint.
We will review the circumstances, consider relevant evidence and seek a reasonable resolution.
If a dispute cannot be resolved directly, customers may seek independent consumer advice or pursue other remedies available under UK law.
14. Your Statutory Consumer Rights
This policy is intended to operate in accordance with applicable UK consumer legislation, including:
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Other applicable consumer protection legislation
Nothing in this policy excludes, restricts or overrides rights that cannot legally be excluded.
15. Changes to This Policy
Plumb Suite Ltd may update this Refunds & Returns Policy to reflect changes in our products, services, operating procedures or legal requirements.
The latest version will be published on our website with its updated date.
Changes will not retrospectively remove statutory rights or alter existing contractual rights unlawfully.
16. Contact Plumb Suite Ltd
For assistance with product returns, refunds, service cancellations, installation concerns or general customer enquiries, please contact our team.
Plumb Suite Ltd
Telephone: 0808 188 9129
Service Areas: England and Wales
Services: Plumbing, Heating, Bathroom Installations, Bathroom Renovations, Drainage and Emergency Plumbing
We are committed to providing clear communication, fair customer service and dependable workmanship.
Plumb Suite Ltd – Better Plumbing, Better Living.