Last updated: May 2026

At Plumb Suite Ltd, customer satisfaction is important to us. This Returns & Refunds Policy explains your rights and our procedures regarding returns, refunds, replacements, plumbing services, bathroom installations, and online purchases.

This policy is designed in line with UK consumer protection legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations. (businesscompanion.info)

1. Your Consumer Rights

Nothing in this policy affects your legal rights.

Under UK law, products supplied must be:

  • Of satisfactory quality
  • Fit for purpose
  • As described
  • Installed with reasonable care and skill

If goods or services do not meet these standards, you may be entitled to a repair, replacement, repeat service, partial refund, or full refund depending on the circumstances. (GOV.UK)

2. Returns for Online Orders

If you purchase products online, by phone, or via email, you may cancel your order within 14 days of receiving the goods without giving a reason. (GOV.UK)

To qualify for a return:

  • Items must be unused and in original packaging
  • Proof of purchase is required
  • Return request must be submitted within 14 days
  • Returned items should be sent back within 14 days after cancellation confirmation

Refunds are normally processed within 14 days of receiving the returned item. (GOV.UK)

3. Faulty or Damaged Products

If an item arrives faulty, damaged, incorrect, or not as described, please contact us immediately.

Depending on the issue, we may offer:

  • Replacement product
  • Repair
  • Exchange
  • Partial refund
  • Full refund

We may request:

  • Photographs of the issue
  • Order number or invoice
  • Return of the faulty product for inspection

Customers should report damaged or faulty items within 48 hours of delivery where possible.

4. Non-Returnable Items

The following items may not be eligible for return unless faulty:

  • Bespoke or made-to-order products
  • Installed bathroom products
  • Opened hygiene or sanitary products
  • Clearance or ex-display items sold as disclosed
  • Products damaged through misuse or incorrect installation

This does not affect your statutory rights. (GOV.UK)

5. Plumbing & Installation Services

For plumbing, fitting, maintenance, or bathroom installation services:

  • Customers must notify us of any concerns within 7 days of work completion
  • We will assess reported issues fairly and professionally
  • Where workmanship issues are identified, we will aim to rectify them within a reasonable timeframe

Refunds for services are assessed individually based on:

  • Nature of the issue
  • Materials used
  • Labour completed
  • Access provided
  • External contractor or supplier involvement

Under UK law, services must be carried out with reasonable care and skill. (Sprintlaw UK)

6. Cancellation of Services

Customers may cancel scheduled services before work begins.

However, cancellation fees may apply where:

  • Materials have already been ordered
  • Design work has been completed
  • Labour time has been reserved
  • Work has already commenced

Any cancellation charges will be explained clearly before processing.

7. Refund Processing

Approved refunds will be issued using the original payment method where possible.

Please allow:

  • 5–10 working days for bank processing
  • Additional processing time during peak periods

Delivery charges may only be refunded where legally required. (GOV.UK)

8. Exchanges

Where suitable, we may offer:

  • Product exchange
  • Store credit
  • Alternative replacement items

Exchanges are subject to stock availability.

9. Return Shipping

Customers are generally responsible for return postage costs unless:

  • The item is faulty
  • The wrong item was supplied
  • The product arrived damaged

We recommend tracked and insured delivery for returned items.

10. How To Request a Return or Refund

Please contact our customer support team with:

  • Full name
  • Order number
  • Description of issue
  • Supporting photographs (if applicable)

Contact Information

Plumb Suite Ltd

11. Policy Updates

We reserve the right to update this Returns & Refunds Policy at any time to reflect changes in UK legislation, products, or services. Please check this page regularly for updates.