When you buy from us, it’s vitally important you don’t schedule any installation work until your products have arrived and have been checked. In the rare case that there is an issue with your order, either in terms of the product or delivery, we don’t want you paying unnecessarily for a plumber or fitter. Any good plumber or fitter should happily make a quick visit to ensure all your products are present and correct before starting any work.
The following terms and conditions apply to all transactions on VictoriaPlum.com. When you place an order, this indicates that you have accepted these terms and conditions. Please read them carefully and print a copy for future use. Before placing an order you will be asked to agree to these terms and conditions. If you refuse to accept these terms and conditions, you won’t be able to order any goods from our site.
We’ll treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.
If you're a consumer:
To order goods through this website you must be at least 18 years of age and accept delivery within the UK.
If you're not a consumer:
You confirm that you have authority to bind any business on whose behalf you use this website to purchase goods. These terms and conditions and any document expressly referred to in them constitutes the entire agreement between you and VictoriaPlum.com and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter. You acknowledge that in entering into this contract you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these terms and conditions or any document expressly referred to in them you and we agree that neither of us shall have any claim for innocent or negligent misrepresentation based on any statement in this contract.
IT’S IMPORTANT THAT YOU DO NOT SCHEDULE OR COMMENCE ANY INSTALLATION WORK UNTIL YOUR GOODS HAVE ARRIVED AND HAVE BEEN CHECKED.
VictoriaPlum.com is an online retailer. This means we don’t have any showrooms and we don’t allow collections or returns in person to our warehouse.
Order acceptance and processing.
Your order is accepted and a contract is formed between VictoriaPlum.com and you when we deliver the goods you have ordered and not before. A contract is not formed at the point in time that payment has been taken from you by VictoriaPlum.com, nor at the point in time that you receive an email from VictoriaPlum.com acknowledging receipt of your order. Until the goods are delivered, the order may not be accepted by VictoriaPlum.com or may be cancelled by you. Any email or other acknowledgment of your order is simply to report that your request has been received and will be looked at, and does not in any way represent acceptance of your order regardless of any wording on the email. VictoriaPlum.com reserves the right, at any time prior to acceptance, to refuse any order or any part of an order, or to require further or better information to enable it to evaluate and/or process the order.
In addition, for saving and accessing order agreements, we store the contract’s content and send you the details of your order as well as our general terms via email. You can find the terms here at all times. Details about your recent orders can be found using your customer login.
All images, descriptive matter, specifications and advertising on our site are for the sole purpose of giving an approximate description of the goods. All specifications given to the customer are approximate and intended as a guide only. We always try to ensure all product descriptions are correct, but advise customers to seek technical advice from qualified sources prior to ordering products and any work to be carried out.
Whilst we make every effort to reproduce the colours of the products correctly, slight variations may occur during the print and photography process.
Please note that certain products such as bathroom furniture may need some alteration to meet your specific requirements, such as pipework, space constraints and designs. Any such alterations are carried out at your own risk, and the resulting alterations may mean your product guarantee is no longer valid.
If you are purchasing tiles and borders, we advise you to buy them from the same range. The tiles may be sourced from different suppliers which may result in a slight variation in size and colour.
Special orders are handmade to the customer’s own specification and therefore cannot be cancelled. Please bear in mind that as these products are bespoke, delivery times may vary. Nothing in this paragraph affects your statutory rights or the provision of the standard guarantee granted under paragraph 10.
We reserve the right to make adjustments to the price of goods stated on the website from time to time to take account of any increase in our suppliers’ prices or an increase in any taxes or duties.
The prices for the goods ordered by you will be as quoted during the ordering process. The price of the goods includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you’ve already paid for the goods in full before the change in VAT takes effect. The price of the goods does not include delivery charges. Our delivery charges are as advised to you during the checkout process, before you confirm your order. To check our current delivery charges, please refer to our delivery page.
If we discover an error in the price of the goods you’ve ordered, we’ll contact you to inform you of this error and give you the option of continuing to purchase the goods at the correct price or cancelling your order. We won’t process your order until we have your instructions. If we’re unable to contact you using the contact details provided during the order process, we will treat the order as cancelled and notify you in writing. Please note that if the pricing error is obvious and unmistakeable and could have been recognised by you as a mispricing, we don’t have to provide the goods to you at the incorrect (lower) price. We ask that all goods be paid for on completion of order and that all funds are cleared prior to delivery. We accept most major credit and debit cards such as Visa, Mastercard and Maestro. On the order you must provide us with your exact billing address and telephone number - the address and telephone number your credit card bank has on file for you. Incorrect information will cause a delay in processing your order.
In the event that there is a pricing error on the website or in our printed catalogues then VictoriaPlum.com will not have to honour any orders made at that price.
We only accept debit/credit card payments from cards registered to an address within the UK.
In some cases for presentation purposes, prices may be rounded to the nearest pound – however all prices will be fully detailed (including pence) in your shopping basket and in the checkout process. Prices are presented to show your trade discount excluding VAT. Please note your order will be billed inclusive of VAT. VAT will be taken up front and is the trade account holder’s responsibility to claim back.
You will own the goods once we have received your payment in full. We will issue you with an electronic invoice once we have dispatched the goods to you. Failure by us to enforce any of these terms and conditions will not affect our right to enforce the rest of these terms and conditions. These terms and conditions are subject to change at any time without prior notice to you.
For information on sale pricing see section 11. Offers and promotions.
We aim to deliver most products within 5 working days if possible, however some made to order items may take longer. Please be aware that all delivery dates given are only and always provisional. Goods are subject to availability and delay in delivery of goods is sometimes outside of our control. All orders must be delivered within 28 days.
When selecting our specialist delivery service (for large and/or fragile items), you will be shown a list of available delivery dates from which you can choose the most convenient for you. Certain postcode exclusions apply to this service - please see our delivery page for details. The delivery driver will contact you on the morning of the day of delivery to confirm your timeslot. If you have any questions regarding your delivery please call our dedicated phone line: 08000 882247. If there are any items on your order that are currently out of stock then the complete order will be delivered when these items are available. However, if you would like the items in stock to be delivered immediately then please contact a member of our sales team on 0344 804 4848 and they will be happy to arrange this for you.
If we miss the delivery date for any goods then you may cancel your order straight away if any of the following apply:
(a) we have refused to deliver the goods
(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances)
(c) you told us before we accepted your order that delivery within the delivery deadline was essential
If you don’t wish to cancel your order straight away, or don’t have the right to do so, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your order if we don’t meet the new deadline.
If you do choose to cancel your order for late delivery, you can do so for just some of the goods or all of them, unless splitting them up would significantly reduce their value. If the goods have been delivered to you, you’ll have to return them to us or allow us to collect them, and we’ll pay the costs of this. After you cancel your order we’ll refund any sums you have paid to us for the cancelled goods and their delivery.
If you live in one of the following post code areas you can place an order online with VictoriaPlum.com but won’t be able to select a delivery date during the checkout process, instead you’ll be contacted by phone within up to 10 days of placing an order online to arrange delivery. This is due to the proximity of the location and extra logistics involved:
If you live in one of the following post code areas, or in the Republic of Ireland, you cannot place an order through the VictoriaPlum.com website. However, you can order by calling us on 0344 804 48 48.
Please note that deliveries to Northern Ireland, Republic of Ireland, Isle of Man and Channel Islands will be delivered by a one person delivery service.
We strongly advise you not to book your installers or engage in any preparatory work until in full receipt of your goods. If any item is out of stock, a VictoriaPlum.com sales advisor will email or call to advise you of the expected delivery date.
If your order cannot be successfully completed due to you being unable to accept the goods on the date agreed, then a redelivery charge may be applicable. This cost would then be charged to you.
After delivery of your order please check your receipt and ensure that all the details are correct. If you are in any doubt please contact us immediately as postal delivery changes take time and can be an inconvenience to you.
If your item is not in stock we will back order for you, or give you the option to cancel your order if you would rather not wait.
Please ensure that all goods are checked by yourself and we ask that any problems or damages are reported to us on 0344 804 48 48 as soon as reasonably possible.
As soon as we have delivered the goods to your door, you will be responsible for them. We’ll only deliver to the address on the order and goods will not be left without a signature unless authorised by the person named on the order. From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. You own the goods once we have received payment in full, including any delivery charges.
Please check your tiles carefully before fixing. Shade variation is a design feature of most of our tiles. If, for any reason, you aren’t happy with the shade of your tiles, we cannot accept the responsibility after the tiles have been fixed. Fixing the tiles to a substrate means that you have accepted the tiles in their present state, so no refunds or replacements will be offered. Please ensure you’re happy with the shade of your tiles before you start any project.
Current delivery charges can be found on the delivery page.
If orders are confirmed before 2pm, then they will be available for delivery by overnight courier for delivery the next working day, or can be ordered for a later date if required. Trade orders may be delivered using a one person delivery service, so please ensure that assistance is available at the delivery address if required. Please note that all delivery dates given are only and always provisional. Goods are subject to availability and delay in delivery of goods is sometimes outside of our control, and we accept no liability whatsoever in respect to late deliveries and/or any costs incurred.
For all other delivery terms and conditions please see section 5 (Delivery information).
Nothing in these terms limits or excludes our liability for:
a) death or personal injury caused by our negligence
b) fraud or fraudulent misrepresentation
c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession)
d) defective products under the Consumer Protection Act 1987.
If you are acting in the course of a business, trade or profession (a business user) we shall:
a) under no circumstances whatever be liable to compensate you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with the Contract. For the avoidance of doubt, we shall have no liability to compensate you in relation to your use of the Website or its content whether arising in tort (including negligence), contract, for breach of statutory duty or otherwise, except for any refund we make under any other agreement between us or otherwise at our discretion.
b) Without prejudice, if you are acting as a business customer in your ordering and/or purchasing of Products, we accept no liability (whether arising in contract, tort (including negligence), for breach of statutory duty or otherwise) for any of the following losses:
c) Our total liability to you in respect of any other losses arising under or in connection with the contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price of the products you have purchased.
If you are a consumer:
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
We only supply the products to you for domestic and private use. You agree not to use the product for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
In the unlikely event that you aren’t satisfied with your purchase for any reason, you can return any unused and uninstalled items, free of charge, up to 365 days from the date you received them.
If you incurred a surcharge on your original delivery, there will be a collection charge applied to your collection. This will be charged at the applicable rate at the time of collection.
We're happy for you to unpack and inspect the items but unfortunately we won't be able to refund or exchange any items that have been used or installed. Returned items should be in resalable condition and packaged in their original packaging or, where not reasonably possible, packaged in a condition suitable for transport by our couriers.
To arrange a return please contact our Customer Care Team on 0344 804 48 48 who will arrange for either a pre-paid returns label to be sent to you or for our courier to collect the unwanted items. They’ll also be happy to arrange for any alternative items to be sent to you.
Please note, the choice of returns method will depend on the size and weight of items being returned.
We'll always try to issue refunds as soon as possible and at most within 30 days of receiving your returned items.
Your statutory rights are not affected.
The address for returns is:
Carnaby Industrial Estate
Find out more on our returns page.
We make every effort to ensure your items are received free of damage and without fault, however on the rare occasion this is not the case you can return any damaged or faulty items free of charge for repair or, if necessary, replacement.
To let us know an item you have received is faulty or damaged please contact us on 0344 804 48 48 and we’ll arrange for either a pre-paid returns label to be sent to you or for our courier to collect the faulty or damaged items.
Please note, the choice of returns method will depend on the size and weight of items being returned.
In the case of tiles, it is not unusual to have a small proportion of the tile 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.
At VictoriaPlum.com we know price is important and that’s why we put so much effort into getting it right, so if you find an equivalent product for sale anywhere else, we’ll match the lower price.
The third party price will be matched providing we can verify the availability and validity of the lower price in accordance with the following terms:
All our products are covered by a standard guarantee that, on delivery and for a period of 12 months from delivery, the product(s) shall be free from material defects. This standard guarantee may only be enforced by the purchaser of the product(s) or, where this is a different person, the first end user of the product(s). This standard guarantee is non-transferable.
It is the responsibility of the purchaser (or where relevant, the first end user) to regularly check the condition of the product(s). We cannot accept responsibility for any loss or damage suffered, or incurred as a consequence of failure or delay in reporting defects promptly.
We will not be responsible to replace any product(s) that was installed with a fault (ours or otherwise) that would have been clearly evident before installation.
The standard guarantee only applies to product(s) which have been used exclusively for domestic purposes only.
The standard guarantee only applies to product(s) which have been installed in accordance with our fitting instructions (oral or written) and technical data (including product information and specification sheets) current at the time of purchase.
The standard guarantee only applies to products which have not been re-installed (i.e. they have not been moved from their original installation position or location for any reason).
The standard guarantee only applies to products purchased and installed in the UK.
The remedy available to the purchaser (or where relevant, the first end user) under this standard guarantee is the right to have any products replaced. VictoriaPlum.com will only be responsible for 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.
If you are a consumer, this warranty is in addition to, and does not affect, your legal rights in relation to the product(s) that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
To make a claim pursuant to this guarantee, please contact us following the instructions in the email correspondence.
The purchaser (or where relevant, the first end user) may be able to register for an extended guarantee depending on whether you have purchased a qualifying product. Details of any extended guarantee will be provided with your product where applicable.
We offer extended guarantees for all products (excluding tiles) free of charge. Once you’ve completed your order, all you have to do to activate your guarantee is complete a quick and easy registration form. This will be sent to you by email 14 days after your products have been delivered.
Complete the form (it’ll take no longer than 5 minutes) and submit to activate the cover. You’ll have 28 days in which to do this.
We'll confirm your cover by email, giving you all your details should you ever need to contact us during the guarantee period.
Find out more on our product guarantees page.
Current offers and promotions:
* SUMMER SAVINGS - UP TO 50% OFF SELECTED PRODUCTS - Discounted products on our site have been priced at their advertised "WAS" price for at least 28 consecutive days in the previous 6 month rolling period. A minimum of 10% of products have a discount of at least 50% compared to their quoted "WAS" price within this sale period. Each product that was sold at a higher price for at least 28 consecutive days within the 6 month rolling period displays a WAS price.
‡ FREE DELIVERY ON ORDERS OVER £500 - Offer valid only for standard delivery on orders over £500. The offer applies to deliveries in mainland UK postcodes only, with some exceptions which are liable to a delivery surcharge on top of the standard delivery fee: these are AB10 - AB16, AB21 - AB25, AB30 - AB39, AB41 - AB45, AB51 - AB56, AB99, HS1 - HS9, IV12 - IV14, IV35, IV40 - IV48, IV49, IV51, IV52, IV55 - IV56, KW4, KW13, KW15 - KW17, PA20 - PA49, PA60 - PA78, PH42 - PH44, ZE (all). In these cases the surcharge will still apply. Please see terms and conditions for details, or call customer services on 0344 804 48 48 before you order. The offer is not valid for next day delivery.
Standard promotional code terms and conditions:
VictoriaPlum.com reserves the right to amend these terms and conditions at any time.
Your statutory rights are not affected.
a. Newsletter prize draw
By subscribing to VictoriaPlum.com you will automatically be entered into a prize draw. By subscribing you agree to these terms and conditions.
The Prize Draw is open to residents of the UK aged 16 or over, except for employees of VictoriaPlum.com and their family. If you are under 18, you must obtain consent from your parent/guardian. By signing up you confirm that you have consent.
All entries received by 23:59 GMT on 31/07/2015 will be included in the May-July prize draw.
You will only be entered into one prize draw. The winner of each prize draw will be drawn at random and notified by email by no later than 2 weeks after the draw date. VictoriaPlum.com’s decision will be final and no correspondence will be entered into. There will only be one winner for each prize draw. By entering the competition you consent to use of personal data for promotional purposes and in any medium (including, but not limited to, VictoriaPlum.com's website, Twitter, and VictoriaPlum.com's Facebook page and any press release) including announcing the identity of the winner.
There is 1 prize for each prize draw of a VictoriaPlum.com voucher worth £250 to be spent at VictoriaPlum.com.
If the prize is not claimed within 2 weeks of the winner being notified, VictoriaPlum.com reserves the right to award the Prize to an alternative winner.
The prize is non-transferable, non-refundable and non-negotiable.
VictoriaPlum.com reserves the right to (i) cancel this promotion, (ii) cancel or refuse any individual's entry and (iii) amend these terms and conditions (and will use reasonable endeavours to notify changes to entrants and potential entrants).
Promoter: VictoriaPlum.com, (VictoriaPlum Ltd). Company Reg. (England) 4177694. VAT Reg: 190036626 (VictoriaPlum Ltd). Registered office: VictoriaPlum.com, Bridgehead Business Park, Hessle, HU13 0DG, United Kingdom.
b. Share your Style competition
• There are 7 separate, monthly competitions as follows: Share your Style Competition June 2015, Share your Style competition July 2015, Share your Style competition August 2015, Share your Style competition September 2015, Share your Style competition October 2015, Share your Style competition November 2015 and Share your Style competition December 2015.
Customers are limited to 5 tile samples per transaction.
VictoriaPlum.com do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
We may contact you for marketing purposes by email, mail or telephone with relevant offers from VictoriaPlum.com or other Walker Group brands (MFI, Land of Leather, Focus). We want to keep you up to date with information about new ranges, special offers and improvements to this site. We may also contact you for market research purposes.
When you place an order, request a brochure or register an account, we will ask you if you do not want to receive marketing offers, information or promotions from VictoriaPlum.com and other brands. If you do not wish to receive such promotions, please indicate your preferences during the relevant transaction.
If you later decide you do not want us to keep in touch, you can request that we stop using your information and that we stop mailing information to you by contacting us. If you wish to unsubscribe from email marketing communications that we send you, you can most easily do this by clicking on the unsubscribe link on any email newsletter we have sent to you. If you later decide you do not want us to contact you with marketing, you can request that we stop using your information and that we stop mailing information to you by contacting us. You may continue to receive mailings which are already on route to you for a short period of time while your request is being dealt with.
All rights in the site design, text, graphics and other content, interfaces, and the selection and arrangements thereof belong to VictoriaPlum.com (Victoria Plum Limited). All rights are reserved save as set out below. Permission is granted to electronically copy and to print hard copy portions of this site for the sole purpose of placing an order with VictoriaPlum.com or using this site as a shopping resource. Any other use of materials on this site, including reproduction for purposes other than those noted above, modification, distribution, or republication is strictly prohibited.
Access to, use of and shopping at www.victoriaplum.com, www.victoriaplumb.com and any other sub domains is provided by VictoriaPlum.com on the terms and conditions as stated on this page.
By using and or continued use of the websites and associated sub domains, you agree to be bound by these terms, which shall take effect immediately on your first visit to the website. If you do not agree to be bound by all of the following terms please do not access, use and shop at www.victoriaplum.com.
At VictoriaPlum.com, we make every effort to provide unique and useful information and updates to our customers regarding industry & product news, company news and latest products through our news and other sources on the VictoriaPlum.com websites and other websites administered and owned by VictoriaPlum.com.
All of the content presented in any shape or form located on the website is professionally authored and the sole ownership of VictoriaPlum.com. You may not copy, reproduce, republish, disassemble, decompile, reverse engineer, download, post, broadcast, transmit, make available to the public, or otherwise use VictoriaPlum.com content in any way except for your own personal, non-commercial use. You also agree not to adapt, alter or create a derivative work from victoriaplum.co.uk except for your own personal, non-commercial use.
Any persons, websites and website owners, but not limited to, in breach might be pursued by VictoriaPlum.com. For product descriptions terms, please see “Description of goods”.
Without prejudice to statutory rights afforded to purchasers of products, the information and materials contained in this site, including, without limitation, text, graphics, and links, are provided on an "as is" basis with no warranty, and in particular, VictoriaPlum.com (Victoria Plum Ltd) does not represent or warrant that the information accessible via this site is accurate, complete or current, or that use of the site is free of risk of viruses or other damage. Price and availability information is subject to change without notice. Products purchased from VictoriaPlum.com (Victoria Plum Ltd) and related services, which are provided by VictoriaPlum.com (Victoria Plum Ltd), are warranted in accordance with law, and nothing herein is to be taken to exclude or restrict any rights, which applicable law grants to consumers in respect of such products or services. Individual products may be the subject of additional warranties or guarantees given by their manufacturers directly. Such warranties etc. Are not enforceable against VictoriaPlum.com (Victoria Plum Ltd), but only against the person giving them.
VictoriaPlum.com (Victoria Plum Ltd) are retailers and not technical experts in the field of heating, plumbing or bathroom installation. All VictoriaPlum.com staff are instructed not to give any form of technical advice. If you have a technical query it should be directed to a suitably qualified professional, i.e. a corgi registered gas installer or a member of the institute of plumbing. You agree that any advice given by a member of VictoriaPlum.com (Victoria Plum Ltd) will not be relied upon without verification with a suitably qualified professional. VictoriaPlum.com (Victoria Plum Ltd) accepts no responsibility for any damage caused by your reliance on any such advice.
VictoriaPlum.com (Victoria Plum Ltd) reserves the right to amend the terms or terminate the trade account scheme at any time. Any such changes will be documented on this website.
The quantity of stock shown on the website for each item is automatically updated every 10 minutes, but should be used as a guide only, and it does not guarantee that stock can be allocated to an order. Whilst VictoriaPlum.com will make every effort to ensure the quality shown is accurate, we cannot be held liable for any errors that may occur from time to time with regard to stock availability. Customers will be advised of any shortages by our call centre.
Nothing in these terms and conditions affects your statutory rights.
These terms and conditions, and all transactions relating to this website and all non-contractual obligations arising from any transaction carried out on this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.