How are delivery and handling charges calculated? Country/Area Packages < £200 Packages £200 or more Pallets England £7.85 £0.00 £40.00 Wales £7.85 £0.00 £40.00 Scotland £20.00 £20.00 £65.00 Northern Ireland £20.00 £20.00 £95.00 Republic of Ireland £30.00 £30.00 £95.00 Channel Islands £30.00 £30.00 £95.00 Isle of Man £30.00 £30.00 £95.00 Scottish Islands £30.00 £30.00 £95.00 For other European countries please call before ordering (00 44 208 523 2222)

Do you have any shops or showrooms? Yes our main shops are in Highams Park and Romford, see Contact Us page for details. Most products are supplied from a distribution centre and you are advised to call before visiting us if you are looking for a particular item 0044 (0)208 523 2222.

How are the goods delivered? We use national couriers, currently usually Business Post (www.business-post.com) or our own transport.

Is your web site secure? Our whole site is located on servers which are protected by Secure Sockets Layer (SSL). Your card information is in fact entered directly to the WorldPay site which is a service provided by Royal Bank of Scotland/Natwest. Your card information is not recorded within our own files and RBS/Natwest have top security systems.

What methods of payment do you accept? Switch, Solo, Delta, Maestro, VISA, Mastercard, Eurocard, VISA Debit and JCB. Debit cards are much cheaper to process and avoid increasing the enormous bank profits.

Can you supply other products not shown on your site? Yes there are several thousand other items which we hold at the distribution centre and many others which we can obtain direct from our manufacturer's at a discounted rate. Email your requirements to info@plumbandheat.co.uk and we will provide a quotation.

Where can I get advice on product technical features? Refer to our Links page for a fast path to manufacturer's sites and other industry bodies.

How do I find out about guarantees? Guarantee information is included with all despatched products. Refer directly to the manufacturer's sites for online information. Plumb and Heat does not provide our own guarantees, this does not affect your statutory rights. We will always endeavour to address any problems you have promptly. Please contact customerservices@plumbandheat.co.uk

How can I contact you if there is a problem Please refer to our Contacts page

What is your policy on refunds and returned/replaced goods? If your items are incorrectly supplied, damaged or incomplete we will arrange replacements at no cost to you, provided the original items reach us in full, unused and in their original packaging. If you have ordered inappropriate items then in most cases we can take them back into stock, however we reserve the right to charge a restocking fee. There will often be a restocking fee for items which have been order specially from the manufacturer which we do not normally supply. Shower doors & panels will only be excepted for return if they are in their original packaging and unopened. Please contact us before returning any item at customerservices@plumbandheat.co.uk and we will agree all necessary arrangements for collection and replacement.

There is something wrong with my order, what happens now? Please see above for returned goods. If you have any issues with an order which has not yet been delivered then please contact us immediately customerservices@plumbandheat.co.uk we usually despatch orders very quickly but we will use best endeavours to amend orders prior to despatch.

How do I buy online? 1.Add the products you require to your basket. 2. When you have completed your shopping go to the checkout by selecting the basket option from the top of the page. 3. You will be asked to complete delivery information and card payment information. 4. Within a few seconds your payment will be authorised. 5. The card payment processor (Worldpay/RBS) will send you an email confirming the payment. 6. We will send you an email as confirmation of your order. 7. For standard items your order will usually be despatched within two working days. 8. Delivery will usually be very quick (ie within 48 hours of despatch). In an exceptional situation where an order has not reached you within 7 working days please contact us customerservices@plumbandheat.co.uk so that we can trace and expedite the order.

Who are Plumb and Heat? We are a UK registered limited company, VAT registered and using UK banks and card payment services. Our directors have many years experience in the retail bathroom industry and excellent connections with leading manufacturers in the UK and abroad. We hold stocks of all products promoted on our site and despatch these, and many other products, from a central distribution warehouse. Some special orders will be despatched directly from the manufacturer in this case the delivery timescales will be included in your quotation prior to purchase. Can I collect my order?By prior arrangement you can collect your order from either of our two main shops (see Contact Us page)

What happens if you don't have my product in stock? Our stock control system ensures that this is a most unusual situation, unless a manufacturer lets us down! In the unlikely event that we cannot despatch your order immediately then we will contact you within 24 hours. You will receive a full refund from us immediately if you are not happy to wait for our next delivery.

Can you delivery to Republic of Ireland or elsewhere in Europe? Yes we can, call us for informationand we will be happy to help 0044 (0)208 523 2222

What methods of payment do you accept? Debit cards - Switch, Solo, Delta, Maestro, VISA debit Credit cards - Visa, Mastercard, Eurocard, JCB.