*Retail customers only. Trade customers please see Trade Returns.
At VictoriaPlum.com, we make shopping for your complete bathroom online an easy and enjoyable experience by offering you the following:
14 day no-quibble returns**
Exchanges up to 365 days after delivery**
FREE collection for exchanged products, within 14 days of delivery***
A friendly Customer Care Team on hand to guide you every step of the way
**Collection & redelivery fees may apply. ***Redelivery fee may apply. Please see “Charges” section below. 365 day exchange not available for Trade customers. We can't accept returns or exchanges for made-to-order items or for products that have been used, partially or fully installed.
Contents
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If you simply aren’t happy with the look, style or size of your item, we offer a 14 day no-quibble returns and refund policy.
Unlike many of our competitors, we’ll even come and collect it, at a time and place that’s convenient for you. A collection fee will apply (see Charges).**
Exchanging your unwanted items
You can exchange your product for another up to 365 days after receiving it. Simply call us on 0344 804 48 48 and we’ll arrange for a courier to collect the returned item(s) or send you a prepaid returns label. We’ll also be happy to arrange for any alternative items to be sent to you.
Within 14 days you can exchange your product for another. You WON’T have to pay the costs associated with the return, although you will still be charged the delivery cost for your new item if applicable.
After 14 days, you can exchange your product for another up to 365 days after receiving it (the replacement item must be of equivalent value to the original). A redelivery/collection fee will apply (see Charges).
Before returning your items, please complete the returns section of your delivery note. If you don't have this, you can download a returns form here.
Returning damaged items
Whilst all our products pass strict quality standards, on very rare occasions you may find an item arrives damaged.
Please make sure you inspect your goods as soon as you receive them and let us know within 14 days of receipt if an item is damaged, by calling us on 0344 804 48 48. Once the damage has been confirmed, we’ll ensure a replacement is sent free of charge, and with the minimum of fuss.
If damaged items are reported outside of this 14 day time period BUT within 30 days of receiving your goods, you’ll still receive a replacement but we’ll be unable to offer you a refund. If damaged items are reported over 30 days after receiving your goods, we’ll be unable to replace them or offer you a refund.
In the case of tiles, it is not unusual to have a small proportion of the tiles broken to some degree (e.g. chipped edges). These damaged tiles can be used for the cuts you will need to make. If you find an unacceptable proportion of your tiles are damaged please contact us on 0344 804 48 48.
Made-to-order items will be inspected with you by our team upon delivery.
Replacing a missing part or item
On very rare occasions you may find a part or item missing from your order.
Please make sure you inspect your goods as soon as you receive them and let us know within 30 days of receipt if any part or item is missing, by calling us on 0344 804 48 48. Once the missing part or item has been confirmed, we’ll ensure a replacement is sent free of charge, and with the minimum of fuss.
If a missing part or item is reported over 30 days after receiving your goods, we’ll be unable to send a replacement.
We’re unable to offer you a refund on any missing part or item at any time.
Returning faulty items
To ensure a speedy resolution, we must be notified of any items that are thought to be faulty as soon as possible. We cannot accept responsibility for any loss or damage suffered or incurred as a consequence of failure or delay in reporting defects promptly.
Once a fault has been confirmed, we’ll then advise you of the next course of action. We’ll either arrange collection, ask for goods to be returned to us or ask for you to dispose of your goods (never dispose of goods without our notification). After inspecting your goods, we do ask that any damage be reported as soon as possible to ensure a quick and effective resolution.
The remedy available to the purchaser (or where relevant, the first end user) once the fault has been confirmed, under this standard guarantee is the right to have any products replaced. VictoriaPlum.com will only be responsible for any repair work which arises as a direct consequence of a manufacturing defect in the product(s). We will not be responsible for, or have any liability to pay for, any losses (financial or otherwise) that are not directly associated with the manufacturing defect that causes you to claim under this standard guarantee.
Returning wallpaper
Please do not return unwanted wallpaper to the address below. Instead, please see our wallpaper returns information for further instructions.
Charges
Exchanging a product within 14 days of delivery
If you're exchanging a product within 14 days of delivery, you WON’T have to pay the costs associated with the return, although you will still have to pay the delivery cost for your new item where applicable.
Exchanging a product outside of 14 days from delivery but within 365 days
If you’re exchanging a product outside of 14 days from delivery but within 365 days, you will be required to pay the transportation costs associated with the redelivery and return. This will depend on the size, weight and type of item(s) being returned.
Small, non-fragile items below 30kg in weight can be sent via Royal Mail parcel service to the address below. You will pay the cost of the return directly to Royal Mail. OR, alternatively, we can arrange for a redelivery and return, or send you a prepaid postage label. The charge for this will be £9.99.
Large items, above 30kg in weight or fragile items – we’ll arrange for a 2 person service to redeliver and return on the same day. The charge for this is £39.99.
Returning a product for refund within 14 days of delivery
If you’re returning a product for a refund within 14 days of delivery you will be required to pay the transportation costs associated with return. This will depend on the size, weight and type of item(s) being returned.
Small, non-fragile items below 30kg in weight can be sent via Royal Mail parcel service to the address below and pay the cost of the return directly to Royal Mail. OR, if you wish, we can arrange for a collection, or send you a prepaid postage label. The charge for this will be £14.99.
Large items, above 30kg in weight or fragile items - we will arrange for a 2 person service to collect. The charge for this is £49.99.
If there was a surcharge on your original delivery (due to additional transport costs), we'll have to apply a similar charge to your collection. This will be charged at the applicable rate at the time of collection.
Just a few things to note
With unwanted items we're more than happy for you to unpack and inspect your items but if you have used or installed your products we won't be able to offer you a refund. Paint must be returned unopened.
Returned items should be in resalable condition and packaged in their original packaging or, where this isn't reasonably possible, packaged in a condition suitable for transport by our couriers.
We can't accept returns in person at our warehouse.
We'll always try to issue refunds as soon as possible and, at most, within 14 days of receiving your returned items.
If you choose to return your items using a third party courier, please contact us with your tracking number, so we’re able to process it through our system. Your exchange or refund may be delayed if you don’t do this.
Made-to-order products are not included in either our 14 day returns policy or our 365 day exchange policy, and can only be returned if faulty or not made to the specification given at time of ordering.
Your statutory rights are not affected.
Our returns address
VictoriaPlum.com
Watervole Way
First Point Business Park
Doncaster
DN4 5JP
If you have any further queries about returning an item, please call us on 0344 804 48 48 or click on the online chat button.
