Trade account Design and Installation

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COVID-19 UPDATE

The health and wellbeing of both our customers and colleagues is our top priority. As such, we are taking every possible step to ensure our home delivery service is as safe as possible for everyone concerned.

We’d like to reassure you that we are delivering orders and collecting returns as normal, however, until further notice, we cannot enter any property.

365 days to think about it*

*Retail customers only. Trade customers please see Trade Returns.

At Victoria Plum, 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. 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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Returning your unwanted items

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.

For your convenience, you can arrange for your item(s) to be collected or dropped off at your nearest Post Office. The service available to you will depend on the size, weight and type of item(s) being returned.

Create a return

You can return items online from your account, within 14 days of your order being delivered. We may ask you to confirm your email address first.



Return charges

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.

Item description Service Charge
Small, non-fragile items below 30kg in weight Post Office drop off (We’ll send you pre-paid labels) £9.99
OR
Home collection (Parcel courier—will provide pre-paid labels) £14.99
Large items, above 30kg in weight or fragile items Home collection (Specialist 2 person team—will provide pre-paid labels) £49.99

Exchanging your unwanted items

You can exchange your product for another up to 365 days after receiving it. Simply contact us 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.

Before returning your items, please complete the returns section of your delivery note.

Exchange 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.

Item description Service Charge
Small, non-fragile items below 30kg in weight Post Office drop off (We’ll send you pre-paid labels) £9.99
OR
Home collection (Parcel courier—will provide pre-paid labels) £9.99
Large items, above 30kg in weight or fragile items Home collection (Specialist 2 person team—will provide pre-paid labels) £39.99

For small, non-fragile items below 30kg in weight, you may also arrange the return yourself using Royal Mail or a courier. Please contact us if you wish to do this.

Returning damaged items

Whilst all our products pass strict quality standards, on very rare occasions you may find an item arrives damaged.

It is vitally important that you open and inspect your products as soon as you receive them and report any damage to us within 30 days of receipt. Items that have been used, installed or made-to-order will not be accepted as damaged items.

  • Damage reported within 14 days = Choose a full refund or replacement
  • Damage reported after 14 days but within 30 days = Replacement only
  • Damage reported after 30 days = Unfortunately, we can no longer offer a refund or replacement

The quickest and easiest way to report damaged items within 30 days is online from Your Account. Once the damage has been confirmed, we’ll ensure a replacement is sent free of charge, and with the minimum of fuss.

If damage has been reported within 14 days and you would prefer a refund to a replacement, you will need to contact us. The refund will be credited back to your original payment method as soon as possible.

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.

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 contacting us. 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. Victoria Plum 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.

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.
  • 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. Please see our guide to preparing your items for return.
  • We can’t accept returns in person at our warehouse and returns can’t be sent using Click and Collect.
  • 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.
  • We'll always try to issue refunds as soon as possible and, at most, within 14 days of receiving your returned items.
  • 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.

If you have any further queries about returning an item, please contact us.

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