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.
*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:
**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.
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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).**
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.
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.
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 contacting us. 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.
Made-to-order items will be inspected with you by our team upon delivery.
Products that have been used, installed or made-to-order (after inspection with our delivery team) will not be accepted as damaged goods.
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.
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.
Please do not return unwanted wallpaper to the address below. Instead, please see our wallpaper returns information for further instructions.
Exchanging a product within 14 days of delivery
Exchanging a product outside of 14 days from delivery but within 365 days
Returning a product for refund within 14 days of delivery
If you have any further queries about returning an item, please contact us.
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