Easy, hassle-free returns
We want you to be completely happy with every order. If something isn't right, our returns policy makes it simple to get a refund, exchange or replacement.
30-day returns
Return unused stock within 30 days of delivery for a full refund.
Unused & resaleable
Items must be in original, undamaged packaging and resaleable condition.
Damaged on arrival
Sign 'unchecked' and report within 24 hours — we'll replace or credit immediately.
Quick refunds
Refunds processed within 5 working days of us receiving your return.
Our promise
At Plumb Supply we stand behind every product we sell. If you've changed your mind, ordered the wrong item, or your goods arrive faulty or damaged, our team will work quickly to put it right. This policy applies to all trade and retail customers ordering online or by phone.
Standard 30-day returns
- Unused stock can be returned within 30 days of delivery for a full refund of the product price.
- Items must be in their original, undamaged packaging and in a fully resaleable condition.
- Outbound delivery charges are non-refundable on change-of-mind returns.
- The customer is responsible for the cost of return carriage on change-of-mind orders. We can arrange collection from £19.95 + VAT.
- Refunds are issued to the original payment method within 5 working days of us receiving and inspecting the goods.
Faulty, damaged or incorrect items
- Inspect your delivery on arrival. If a parcel or pallet looks damaged, sign for it as "unchecked" or "damaged".
- Report any damage, shortages or incorrect items within 24 hours of delivery — we'll arrange a free replacement or full refund.
- For faults discovered after installation, we'll work with the manufacturer under warranty to repair, replace or refund as appropriate.
- Where goods are returned as faulty, return carriage is at our cost.
Special orders & non-returnable items
Some items are made or ordered to your specification and are non-returnable unless faulty. These include:
- Bespoke and made-to-measure bathroom suites, shower enclosures and worktops.
- Cut-to-length pipe, cable and copper tube.
- Tiles, adhesives, paints and sealants once opened or mixed.
- Special-order items not held in regular stock (these will be flagged at the point of order).
How to return an item
- Contact our team by phone or email with your order number and a brief description of the issue.
- We'll issue a Returns Authorisation Number (RAN) and arrange collection of the goods.
- Package the goods securely in their original packaging with the RAN clearly marked.
- Once received and inspected, your refund or replacement will be processed within 5 working days.
This policy does not affect your statutory rights as a consumer under UK law. Trade account customers are also covered by the terms of their account agreement.