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The delivery of products to you is deemed to be a separate contract for services, distinct from your contract to the purchase of products.
Delivery is to any mainland UK address and the Isle of Wight. The goods will be left by the driver within the property, where possible on the ground floor of the house. If you require delivery to anywhere other than the ground floor please contact us to check whether this is possible. It will depend on the type of items you are ordering and the level of access.
If you live in the UK outside the mainland, or when access to the property is not straight forward, we may still be able to deliver, however an additional delivery charge can apply. Again please contact us for further information.
The delivery is normally in the standard working week e.g. Monday to Friday. Deliveries outside these days are at the discretion of the delivery company and there will be an additional charge for this service, which we reserve the right to pass on to you. If you are not at home on the agreed date and the delivery company cannot contact you, we again reserve the right to pass on to you any fees we are charged for a non delivery/redelivery by the delivery company.
Next day delivery is usually on the next working day i.e. Monday to Friday with bank/public holidays excepted, provided the order is placed before 1pm. If you are outside this time please call and we may be able to deliver the item(s) the following working day. When a product is ordered on a weekend day or a bank/public holiday the next day delivery will be on the second working day after the off period e.g. a order placed at a weekend (Saturday or Sunday), will be arranged for delivery on the Tuesday following the Sunday.
Deliveries are carried out by our transport, via independent carriers or by the manufacturers themselves. Some orders may be delivered in more than one drop.
Whilst we make every reasonable effort to deliver promptly and within the expected time frame, there may be situations beyond our control which we cannot be held responsible or accept liability for. These can include, but not limited to, traffic problems, manufacturer's sudden stock shortages, or manufacturing delays. We will make every effort to keep you informed as soon as we are made aware of them.
WE STRONGLY ADVISE THAT YOU DO NOT BOOK PLUMBERS OR CONTRACTORS UNTIL YOUR GOODS HAVE ARRIVED AND HAVE BEEN CHECKED, WE ARE NOT LIABLE FOR ANY PLUMBERS OR CONTRACTORS COSTS, CONSEQUENTIAL LOSS OR COMPENSATION IN ANY WAY.
We reserve the right to refuse delivery if you have not informed us about any conditions that may affect the delivery access e.g. a flight of stairs, or, when the delivery company arrives they determine it is unsafe to make the delivery. You will have the choice of leaving the products on the ground floor\in the property, or the products will be taken away and any failed delivery charges that occur from the delivery company will be passed on to you.
Checking Items on Arrival
We very strongly recommend on delivery where possible that you thoroughly inspect the goods before signing the delivery acceptance slip.
In the unlikely event of obvious damage occurring on the delivery journey, please write ‘DAMAGED’ and make a note of the problem on the delivery slip. Please note, although we send products out in prime condition, with the best will in the world some boxes can arrive looking creased etc. This does not mean the product inside is damaged. Please accept the package and open carefully to check the product and follow the procedure below.
If inspection is not possible before signing for the items, please write ‘UNCHECKED’ on the delivery slip and accept the goods.
Within 7 days of receiving the order you agree to examine the order by opening all the boxes and thoroughly examining all the items on the delivery before any installation/fitting take place, and notify us of any damages, faults, shortages or errors in the order to us immediately. Depending on the issue we may ask you to confirm the information to us in writing and ask for a photo of the faulty or damaged item. We will then take the best course of action to resolve the issue as soon as we can for you. This may involve just sending the relevant part, getting an engineer to fix the problem or replacing the whole item as necessary.
We cannot refund or exchange any items which are signed for, have not have been reported as damaged within 7 working days of delivery and then subsequently reported as damaged after this period. Such damage, which could be seen on a reasonable initial inspection, for example and not exclusively, dented or scratched exterior panels, will not be accepted. This does not relate to any fault found later that could not be seen easily on a reasonable initial inspection.
If someone else is signing for the goods on your behalf, you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check.
This does not affect your statutory rights.
The prices quoted are for purchase and delivery of products and do not include any installation or fitting services.
We cannot accept liability for damages or errors if goods have been fitted / used.
We recommend that you do not arrange dates for any installers / fitters or remove/discard any old kitchen sink equipment until the NEW items have arrived and been checked for damages. We cannot accept responsibility or liability for any damages, faults, shortages or errors that are not reported with the first 7 days, and upon arrival of the installer /fitter, the product is found to have either damage, faults, shortages or error.
Please note dimensions specified are with a tolerance and depending on the products may be subject to variations. For example, due to the firing process on ceramic sinks, the dimensions of ceramic sinks can have a variation of +/- 3%. We always recommend that you wait for your sink to arrive before making any cut-outs in your work top or cabinetry.
Before we continue, can we please ask that you ensure that you are ordering precisely what you require to avoid any unnecessary expense later. If you are unsure please get in touch and we will be happy to help you.
As standard you can cancel your order at any time from point of ordering up to the delivery date, and then within 14 working days from the day after the date of receiving the goods, without giving a reason.
If you wish to return item(s) within the 14 day period the goods must be returned in the same condition as they were received (not fitted or used) with their original packaging. As a customer you have a duty of care for all the products during the cancellation period. Returning the goods is at your own expense and this is non-refundable. If the goods are returned in an unsatisfactorily condition we reserve the right to make a charge for restoring the item to a resalable condition, or returning the item to you, which will be at your own expense.
Any goods made specifically for you, or to your specification cannot be returned if you have made an error or ordered incorrectly. Please make sure you are ordering precisely what you require and double check your order is correct.
If you wish to return an item to us please see the returns section below for details of how to do this.
No Risk Extended Cancellation Guarantee
As above, you can cancel your order at any time from point of ordering up to the delivery date, and then within 14 working days from the day after the date of receiving the goods, without giving a reason. To give you a No Risk Extended Cancellation Guarantee, for most products we have extended the cancellation time up to 183 days (or 6 months or even Half a Year if you prefer!) from date of order without giving a reason. This is one of the most generous cancellation policies of any retailer.
To get the no reason required No Risk Guarantee all we ask is you meet the following criteria after the standard 14 day period.
-Item(s) are in perfect saleable condition.
-The item has not been fitted, used or damaged in any way.
-The original packaging is returned intact with no writing on the packaging.
-The original paperwork is included so we can readily identify the order and products.
-It is your responsibility to organise the delivery of the items to us and they are returned at your own cost. You can ask us to arrange collection but you will be charged for this service; the price depending on where you live and what the item is.
-The extended cancellation period does not extend the 7 days you have to report any damages, shortages or errors.
-We may ask for a photo of the items being returned so we can see what is being returned.
-If you write all over the packaging then the product is no longer in a resalable condition and we will charge you to replace the packaging.
-The No Risk Guarantee does not apply to any goods made specifically to a customer's specification. These goods cannot be returned if you have made an error.
The Extended Cancellation is in addition to the many excellent manufacturer’s guarantees and does not affect your statutory rights in any way. In the event there is a conflict between terms and the guarantee, then the guarantee will overrule the terms.
If you wish to return a item to us please see the returns section for details of how to do this.
We accept there are going to be times when you will need to return items to us, for whatever reason. Therefore to help you and us we have a simple returns policy to make the process easier. All we ask is that you follow whichever applies and we can then sort you problem out as fast as we can.
Returns Policy for Non Faulty Items
If you would like to return an item or items that are not faulty and have not been fitted/used, the return must be confirmed in writing either by email or letter. Please include in your confirmation your order number and address. This helps us locate your order fast and start the returns process.
You will be issued a return number which you must include, plus a copy of the return email/letter, with the item(s) being returned. This is so we can process your return as quickly as possible when it reaches us. We will check and test each item on return.
The items are returned at your own cost. We can arrange collection but you will be charged for this service; the price depending on where you live and what the items are. If we collect any items, and to make it simple, we will deduct from the refund for the items the direct cost of collecting the goods. The full amount for the returned goods, minus any deduction for collection, will be refunded within 14 days of the date of cancellation notification using the original method of payment.
If you would like to return the items using your own delivery method we strongly recommend you insure the items in case of accidents. The best way to do this is with the traceable carriers own insurance policy as it is often the cheapest, plus the simplest to claim on if the need arises.
Please note, the cost of collection will be higher than the cost of delivery if would like us to collect. This because we are charged more to collect than to deliver.
This does not affect your statutory rights as a consumer.
Returns Policy for Faulty Goods
If you receive a faulty item, please contact us straight away on finding out. Depending on the issue we may ask you to confirm the information to us in writing and ask for a photo of the faulty item.
We will then take the best course of action to resolve the issue as soon as we can for you. This may involve just sending the relevant part, or replacing the whole item as necessary.
If the item is to be returned to us, we will then arrange for collection of the faulty item. Please note, all returns are tested and if the item proves not to be faulty when tested, you will be refunded the cost of the item less the cost of collection.