Returns Policy

We offer a 30-day return policy, which means you have 30 days from receiving your item to request a return.

How To Request A Refund

To initiate a return, please follow these steps:

1. Go to account.plumbhq.uk
2. Log in using the email address associated with your order and follow the security instructions.

3. Once logged in, you will see an option to “Request Return.” Follow the instructions provided to complete the process.

Once your return request is submitted, it will be reviewed to ensure it meets the criteria of our refund policy. If it does, the return process will be initiated.

Please note: PlumbHQ reserves the right to deduct the cost of returning the item from your total refund.

Cancelling an Order

Under the Consumer Rights Act 2015, you can cancel your order before it ships or up to 14 days after receiving your item. After cancelling, you have another 14 days to return the item. For further details about your rights, you can contact your local Citizens’ Advice Bureau or Trading Standards office.

To cancel an order, notify us in writing or via email with your order number. If your order has already been dispatched, we will provide the necessary return instructions once we receive your cancellation request.

Returning an Order

Before returning any item, you must contact us to get the correct returns address, as products may need to be sent to different locations. Sending items back without contacting us first may lead to additional costs and delays in processing your refund.

To be eligible for a return:

• Items must be in the same condition as when you received them: unused, with tags, and in the original packaging.
• You’ll need your receipt or proof of purchase.

Some items may require inspection by the original manufacturer before we can issue a refund. This process can take up to 6 weeks.

You can return items within 30 days of receiving them. Unfortunately, we cannot accept returns after this 30-day period.

For the first 14 days after receiving your item, you’re entitled to a full refund if the item is undamaged and in its original packaging. After 14 days, you may be subject to a restocking charge and collection fee, depending on the item.

Damages and issues

Please inspect your order when it arrives. If the item is defective, damaged, or incorrect, contact us immediately so we can resolve the issue. Damaged or incomplete orders must be reported as soon as possible and no later than 14 days after receiving your order.

Please note: PlumbHQ will not be made liable to pay any costs or plumber charges incurred in delays to jobs, projects or to get the faulty or damaged goods uninstalled for returns or replacement.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like custom products (such as special orders or personalised items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, minus the postage cost to return the item.

Please remember it can take some time for your bank or credit card company to process and post the refund too.