Cancelling Your Order

If you wish to cancel your order, you must notify us without delay by email to enquiries@plumbxtra.com before we have dispatched the goods.

If the goods have already 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.

The costs of returning goods to us are the responsibility of the purchaser. Returns outside of 14 days may be refused. If accepted, we reserve the right to apply a restocking charge of up to 25% of the order value.

Restocking Charges

The restocking fee can vary from 0% to a maximum of 25% of the returned product’s gross value. This varies between product and manufacturer and covers:

• 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

Returns Will Not Be Accepted If:

• The product has been used or installed
• The product packaging has been opened or tampered with — all goods must be returned undamaged and in the original packaging
• Any security seal has been broken
• A collection is required — a collection charge may apply

You will be responsible for the cost of returning goods to our suppliers or PlumbXtra Ltd unless we have delivered goods in error or they are faulty. If the product is dented or damaged in any way, you must inform us immediately. For goods that have arrived damaged you will need to contact us within 3 days of receipt.

Faulty returned parts will be sent 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.

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-perfect condition, posing no risk to security or safety.

By breaking the security seal on goods that you have received, you acknowledge that the goods are non-returnable.

This exemption specifically applies to goods where security seals have been broken or tampered with, including:

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

Return Condition Examples

The images below show what we consider to be acceptable and unacceptable return conditions. All goods must be returned in the same condition in which they were delivered, including undamaged original packaging.

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 full refund if the fault occurs within 30 days of purchase.

After 30 Days

If you purchased the item more than 30 days ago, our aim is to get the problem resolved as quickly as possible. In the first instance, please check if the manufacturer offers a helpline, repair or warranty service — this is often the fastest way to resolve the issue.

If there is no warranty or repair service, or if you wish to return a faulty item, please contact us in writing by email at enquiries@plumbxtra.com or call us on 01282 429061 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 also 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.

Please ensure goods are ordered well in advance of your installation schedules. We process orders right away and will normally dispatch within 2–3 business days. Certain items are not standard stock items and may take longer. We will always notify you if this is the case.

All customers will be contacted by email to confirm a convenient delivery date, Monday to Friday, 8am–5pm (excluding weekends). We are unable to give exact delivery times but will do our best to assist wherever we can.

Your Legal Right to Cancel

Under UK 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”.

You will be responsible for the cost of returning goods to our suppliers unless we delivered goods to you in error or they are faulty. Please be aware that under no circumstances should goods be returned directly to PlumbXtra Ltd’s office unless otherwise advised by one of our representatives.

The return address will be specified to you prior to return. Any goods returned to an incorrect address will incur an additional carriage charge. Should returned goods arrive back 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 contact you with the estimated delivery date. You will have the option to cancel your order should you wish to do so.