Connect Plumbing and Heating Ltd Returns Policy

Our Commitment to our Customers

As part of our commitment to our customers, we want to make the return process as straightforward as possible.

This policy outlines Connect Plumbing and Heating Ltd.’s returns policy for all items purchased that an individual and/or company wishes to return. The policy also highlights intrinsic differences when the item was purchased online compared to in store or branch.

Eligibility for Return

In all cases, a return will only be considered, provided that the item(s) meet the following criteria:

• The item is unused, uninstalled, and in its original packaging.
• All accessories, manuals, and components are included.
• The item is not custom-made, bespoke, or perishable (unless faulty).
• The item must be in a resalable condition.

Purchased Online:

If you purchased your goods online, under the Consumer Contracts Regulations, you have the right to cancel your order within 14 calendar days of receiving your goods. To cancel, you must contact us via email or phone within this period, providing the order number for your purchase. You then have 14 days to return the goods to us at your own cost.

Purchased in Branch:

For in store or branch purchases, you should return your goods to one of our stores and speak to a member of the sales team, providing your order number to help them assist you with your return.

How to Return an Item

Returning an item varies slightly depending on how it was purchased. Please see the differences highlighted below:

Purchased Online:

• Contact Us: Email us at [email protected] with your order details and reason for the return within 14 calendar days of receiving the item.
• Return Approval: We will provide instructions on how to return your item.
• Delivery Costs: Unless the item is faulty or incorrectly supplied, the buyer is responsible for return delivery costs.

Purchased in Branch:

• Contact Us: Contact your local branch with your order details and reason for the return within 14 calendar days of purchasing the item.
• Return Approval: We will provide instructions on how to return your item.
• Returning the Item: The buyer is responsible for returning the item to the store in order to facilitate the return.

If the return falls outside of the remit above, we may still accept it if the item is not damaged or faulty when received. However, it may be subject to a restocking charge. This charge is usually set by the manufacturer but is at the discretion of Connect Plumbing and Heating Ltd.

Refunds

Once we receive your product we begin the following process:

• Once your return is received and inspected, we will notify you of the approval status.
• Approved returns will be refunded to your original payment method within 14 days.
• If your item was incorrectly supplied or faulty, we will also refund any standard delivery costs.

Damaged or Faulty Items

If you purchase an item that is received faulty and/or damaged, please follow the steps below so we can resolve the issue quickly:

• Contact Us: Please notify us within 48 hours of receiving your purchase.
• Review of the Issue: We may request photos of the damage in order to investigate.
• Rectifying the Issue: We may need to contact the supplier or manufacturer to arrange a replacement or refund as appropriate.

Exclusions

Unfortunately, there are instances where we are unable to allow customers to return an item to us. This may be due to the extended time frame or suspected fraudulent activity.

Additionally, some products cannot be refunded due to their nature. The following items are non-returnable unless received faulty and/or damaged:

• Custom-made or bespoke products
• Special order items not usually stocked
• Perishable goods

Contact Us

If you have any questions about our Returns Policy, please contact us at [email protected]