Trade account

Officially the UK’s largest online only bathroom retailer

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1. MAKING A PURCHASE

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.

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.

By using this site, you agree to these terms of use. If you don't agree to these terms, you may not use this site. VictoriaPlum.com reserves the right, at any time, to modify, alter, or update these terms of use.

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 acknowledgement 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.

2. DESCRIPTION OF GOODS

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.

3. MADE-TO-ORDER PRODUCTS

Made-to-order products are handmade to the customer’s own specification and therefore cannot be cancelled, returned or exchanged. 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 guaranteed granted under paragraph 10.

4. PAYMENT AND PRICE

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, American Express 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.

We accept

Card Payment Methods

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.

Finance options
We offer the following finance options:

DivideBuy

If your order is between £200 and £6,000, you can choose to pay over a period of between 3 to 12 months with DivideBuy. You can find out more about DivideBuy interest-free finance at Victoria Plum or read DivideBuy’s FAQs for further information.

AHK Designs Ltd is not a lender and acts only as an introducer. Please spend responsibly. Borrowing beyond your means could seriously affect your financial status. Interest-free credit agreements provided by Zopa Embedded Finance Limited trading as DivideBuy are not regulated by the Financial Conduct Authority and do not fall under the jurisdiction of the Financial Ombudsman Service. 18+, UK residents only. No interest, no fees. Credit subject to status. T&Cs apply.

Klarna

We’ve partnered with Klarna to give you new ways to pay at the checkout with “Pay in 30 days” and “Pay in 3 interest-free instalments” options. Find out more about the Klarna options available on orders at Victoria Plum.

AHK Designs Ltd is not a lender and acts only as an introducer. Please spend responsibly. Borrowing beyond your means could seriously affect your financial status.

Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. T&Cs apply.

Clearpay

You can now pay for your order in 4 payments every 2 weeks with Clearpay. No interest, no additional fees, when you pay on time. Find out more about the Clearpay payment option on orders at Victoria Plum.

Clearpay lends you a fixed amount of credit to allow you to pay for your purchase in 4 instalments, due every 2 weeks. To be eligible for credit from Clearpay, you must be a permanent UK resident (excludes Channel Islands), aged 18+. Clearpay is credit that is not regulated by the Financial Conduct Authority. Further eligibility criteria and Ts&Cs apply at clearpay.co.uk/terms.

Make sure you can make your repayments on time by each due date to avoid late fees. Clearpay charges a £6 late fee for each late instalment and a further £6 if it’s still unpaid 7 days later. Late fees are capped at £6 for orders under £24 and the lower of £24 or 25% of the order value for orders over £24. If you fail to pay on time, your Clearpay debt may be passed to a debt collection agency working on Clearpay’s behalf and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly.

Trade pricing
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.

5. DELIVERY INFORMATION

Coronavirus update
If you are expecting a delivery from us but are self-isolating due to Coronavirus, please let us know (if possible, at least 48 hours prior to your delivery date).

We have a range of options, which we hope will make your delivery as easy as possible. We can easily arrange for our delivery team to leave your products at your door or, if you prefer, we can simply store your products and move your delivery to a later date, whichever suits you best.

If our delivery team arrive at your property and you are in self-isolation because you are displaying possible symptoms of COVID-19, they will happily deliver to your door but will be unable to move the products into your property (no matter which service you have selected). If you give us notice that it is inconvenient for you to take delivery to your door at this time, a member of our Customer Care Team will contact you shortly afterwards to make alternative arrangements.

Unfortunately, if we have not been notified of your self-isolation before our delivery team arrives, we will be unable to offer a partial refund for any premium room of choice delivery which is then delivered to your door.

By making this range of options available to you, we hope to keep as many deliveries on track and to offer support to those where delivery isn’t suitable at this time.

Other delivery information
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 2 person 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 time slot.

To track your order click here.

If you have any questions regarding your delivery please contact us.

If there are any items on your order that are currently out of stock, then your 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 us and we 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 our couriers turn up to your delivery address on your allotted day and within your allotted timeslot, but are unable to complete the delivery, we reserve the right to charge you an additional £34.99 redelivery fee for the rearranged delivery.

Delivery restrictions
Regrettably, due to logistical reasons, we are unable to deliver to the following postcode areas:

• FK18-21
• GY (all)
• HS (all)
• IM (all)
• IV21-24, 26-27, 36, 40-63
• JE (all)
• KA27-28
• KW (all)
• PA20-80
• PH17, 19, 30 & 34
• ZE (all)

Express and next day delivery
Express and next day delivery services are available Tuesday–Saturday (except Bank Holidays) and you'll be able to book your delivery within 3 working days, with next day delivery available in most regions. Express and next day delivery slots are limited, so there may be days where we can't offer you this great service, but we'll make sure there are options for the next quickest service available.

Express and next day delivery may not be available on products that are delivered direct from the supplier or those that we need a specialist courier to deliver on our behalf. Your delivery calendar will suggest the earliest possible delivery date where this is the case.

Products supplied direct from suppliers
Where a product is delivered direct from a supplier, it will arrive separately to the rest of your order via a specialist third party courier. There will be no additional charge on top of your total delivery cost (if applicable).

Third party couriers can only deliver to the kerbside and will be unable to move pallets or goods into your property. Pallet or packaging removal is also not available.

Made-to-order items
With made-to-order items, you are able to personalise certain design aspects, creating a product that is bespoke to you. As such, made-to-order items can’t be returned or exchanged, unless found to be faulty, damaged or not made to the specification given at time of ordering, upon delivery.

Made-to-order items include Mode Barocci and The Bath Co. Rembrandt baths, plus The Bath Co. Berkeley, Dover, Stirling and Warwick baths, along with The Bath Co. Lewes shower tray and certain products from the Louise Dear and Artist collections.

Once you have placed your order, you will be contacted by the supplier to confirm your personalised design options.

Upon delivery:

• You will be asked to inspect the product with a member of our delivery team
• Photographs will be taken of the product by a member of our delivery team to demonstrate its condition
• If you are satisfied with the condition of the product, you will be asked for a signature to prove it has been accepted
• If you discover the product is faulty, damaged or not made to the specification given at time of ordering, it will be returned immediately and a replacement ordered
• Unless found to be faulty, damaged or not made to the specification given at time of ordering, your made-to-order item can’t be returned or exchanged for any other reason (e.g. you don’t like the design or colour)

Direct to door
"Direct to door" service means your order will be delivered to the first door on the property in which you live and no further. In multi-occupancy properties (e.g. a block of flats), your order will be delivered to the first door of the property, not to the door of an individual flat.

European and international deliveries
Reluctantly, we cannot offer any international deliveries (including EU countries) at this current time.

Other delivery information
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 Victoria Plum 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.

At the point of delivery of your order, please check your receipt and ensure that all the details are correct, whilst ensuring none of your items are missing or incorrect. 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 make sure you inspect your goods as soon as you receive them and let us know within 7 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 over 7 days after receiving your goods, we’ll be unable to replace them or offer you a refund.

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 (unless you give us authorisation to leave the delivery without a signature, a person aged 18 years or over must be available to sign for 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 you have any concerns about any aspect of your delivery, please contact us.

6. TRADE ACCOUNT INFORMATION

Trade Loyalty Scheme
Applications to join the Trade Loyalty Scheme will be accepted at Victoria Plum’s sole discretion. Victoria Plum reserves the right to refuse any application for any reason deemed appropriate.

Trade Account holders may, at any time and without prior notice, be upgraded to a Gold or Platinum Trade Account, with improved benefits.

If your spend over a 12 month rolling period increases to £1,000 or over, you will be upgraded to a Gold Trade Account, which will be applicable from the next time you order. Should your spend increase to £5,000 or over, you will be upgraded to a Platinum Trade Account, again applicable from the next time you order. If you are a Trade Account or Gold Trade Account holder, you can upgrade instantly to a Platinum Trade Account by paying an annual Trade Plus fee of £39.99. Simply contact a Trade Account advisor to do this.

Conversely, if your spend over a 12 month rolling period drops below the thresholds mentioned above, your account may be downgraded. The Victoria Plum Trade Team will endeavour to contact you, should your account be at risk of being downgraded, but this may be done at any time and without prior notice. This does not apply to Platinum Trade Account holders who pay an annual Trade Plus fee of £39.99.

The decision to upgrade or downgrade your Trade Account is at the sole discretion of Victoria Plum and an upgrade or downgrade may be withheld for any reason deemed appropriate. Returns and refunds will be taken into account when calculating your spend.

Guaranteed discount
As a Trade Account holder, you will receive a guaranteed discount of 10% on all Accents, Clarity, Kirke, Mode Bathrooms, Orchard Bathrooms, Reeves, Schön, The Bath Co. and The Heating Co. products, on top of sale and clearance prices.

As a Gold Trade Account holder, you will receive a guaranteed discount of 12.5% on all Accents, Clarity, Kirke, Mode Bathrooms, Orchard Bathrooms, Reeves, Schön, The Bath Co. and The Heating Co. products, on top of sale and clearance prices.

As a Platinum Trade Account holder, you will receive a guaranteed discount of 17.5% on all Accents, Clarity, Kirke, Mode Bathrooms, Orchard Bathrooms, Reeves, Schön, The Bath Co. and The Heating Co. products, on top of sale and clearance prices, plus a guaranteed discount of at least 5% on Aqualisa, Bristan, Geberit, Grohe, Ideal Standard, McAlpine and Mira Showers products.

Your discount excludes all other brands.

Free next day replacement service
This service is currently unavailable.

For all other delivery terms and conditions please see delivery information (section 5).

Current trade account promotions

15% off your first 3 orders
As a new Victoria Plum Trade Account holder, you will receive 15% off all Accents, Clarity, Kirke, Mode Bathrooms, Orchard Bathrooms, Reeves, Schön, The Bath Co. and The Heating Co. products, for your first, second and third orders when you spend £500 ex VAT or more on each order. This extra 5% discount is in addition to your 10% guaranteed Trade discount.

To claim your additional 5% off your first order of £500 ex VAT or more, add the code that was included in your welcome email at checkout, or quote if ordering by phone. Once your first order has been confirmed, you can claim an additional 5% off your second and third orders of £500 ex VAT using the same code online or on the phone.

This offer excludes all other brands.

Offer cannot be used in conjunction with any other offer. Offer available for both online and telephone orders. Only available to Trade Account holders.

If your account is upgraded to a Gold Trade Account after your first or second order has been completed, you will receive an additional 2.5% on top of your increased guaranteed discount of 12.5%.

If you have upgraded to a Platinum Trade Account through Trade Plus OR your account is upgraded to a Platinum Trade Account immediately after your first order has been completed, you will receive no further discount on top of your increased guaranteed discount of 17.5%.

We reserve the right to withdraw this offer at any time without prior notice.


Extra 5% off all Armitage Shanks for Trade customers
As a Victoria Plum Trade Account holder (including Gold and Platinum account holders), you can claim an extra 5% off all Armitage Shanks products.

The extra discount is applied automatically and is in addition to your guaranteed Trade discount.

Offer available for both online and telephone orders. Only available to Trade Account holders (including both Gold and Platinum Trade Account holders).

We reserve the right to withdraw this offer at any time without prior notice.


Trade Platinum—Extra 10% off big brands
As a Victoria Plum Trade Platinum Account holder, get an extra 10% off the marked price of all branded products (excluding Accents, Clarity, Kirke, Mode Bathrooms, Orchard Bathrooms, Reeves, Schön, The Bath Co. and The Heating Co., for which you already receive a guaranteed 20% discount).

This offer is valid for all branded products apart from the brands stated above.

Extra 10% off only applies to these selected products, not the whole order. This offer may not be combined with other promotions, offers, voucher codes or price matches. We reserve the right to extend or withdraw this offer at any time, without prior notice. Only available to Trade Platinum Account holders.


We will beat any like for like quote
If you are a Victoria Plum Trade Account Holder, we will beat any like-for-like quote. Simply call us on 0344 264 4141 with details of your competitor quote. We’ll also ask you to send proof of the quote by email.

Quotes must be from a recognised trade supplier and not a marketplace seller such as Amazon, eBay or other comparison sites. We must be able to prove the validity of competitor products either by viewing their website or through an official quotation. Additional costs such as delivery won’t be included in the quote guarantee.

This offer excludes single item orders for all brands except Accents, Clarity, Kirke, Mode Bathrooms, Orchard Bathrooms, Reeves, Schön, The Bath Co. and The Heating Co.

Competitor products must be the same specification (or very similar), in stock and available for delivery.


Our liability
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:

• Loss of profits, revenue, sales, income, or business
• Loss of savings
• Loss of use or production
• Loss of goodwill
• Business interruption
• Remedial costs if the Products are damaged or defective
• Damage to property or possessions through use or misuse of the products
• Loss caused by delay or other late performance
• Indirect or consequential 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.

7. RETURNS AND EXCHANGES

Returns and exchanges
If you're not happy with your purchase, for any reason, we offer a 14 day no-quibble returns policy and 30 day exchange policy. Return your product to us within 14 days of delivery and we'll refund you OR return it to us within 30 days and you can exchange it for another, more suitable, item.

If you’re simply returning an item, click on the button below. However, if you wish to exchange an item, please contact us.

ARRANGE YOUR RETURN

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 the item(s) being returned.

After 14 days, you won’t be able to return your product for a refund, but you can exchange your product for another up to 30 days after receiving it (the replacement item must be of equivalent value to the original).*

*Collection & redelivery fees may apply. We can't accept returns or exchanges for products that have been used, installed or made-to-order. Retail customers only. Trade customers see Trade Returns.

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 the 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) £19.99
Large items, above 30kg in weight or fragile items Home collection (Specialist 2 person team—will provide pre-paid labels) £30.00

Exchanging a product within 30 days of delivery
If you're exchanging a product within 30 days of delivery, you will be required to pay the transportation costs associated with the return but we won’t charge you any delivery costs for your new item (if applicable). 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) £19.99
Large items, above 30kg in weight or fragile items Home collection (Specialist 2 person team—will provide pre-paid labels) £30.00

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.

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 30 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.

Find out more on our returns page.

8. DAMAGED GOODS AND MISSING ITEMS

DAMAGED GOODS
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 30 days = Choose a full refund or replacement
• 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 you’d prefer a refund, please 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 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.

Made-to-order items will be inspected with you by our team upon delivery.

MISSING PARTS OR ITEMS
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 7 days of receipt if any part or item is missing, by contacting us and quoting your order reference. 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 7 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.

9. WE PRICE MATCH

At Victoria Plum, we know price is important and that's why we put so much effort into getting it right. So, if you find an identical product for sale at any of our competitors, we'll do our very best to match the lower price.

In order for us to do this, we must be able to verify the availability and validity of the lower price in accordance with the following terms:

• The lower priced product(s) on our competitor’s site is a like for like equivalent to the one we sell and it is in stock (brand or equivalent exclusive retailer brand, model or product type, specification and size must be exactly the same)
• You must apply BEFORE you purchase. We cannot retrospectively match prices.
• Screenshots will not be accepted as proof of the lower price.
• We will only match prices from bathroom retailers. All prices from auction sites, price comparison sites or third party sellers are excluded.
• Prices will only be matched once for each eligible item purchased from us.
• The lower priced product(s) must be identical or equivalent in design, quality, materials and functionality. We reserve the right to refuse to match the price of items not deemed to be equivalent at our sole discretion.
• The comparison will be made against the actual Victoria Plum price including any discounts or offers applicable at the time the application is made.
• Price match excludes installation charges but includes delivery.
• Victoria Plum reserves the right to withdraw or amend this offer at any time without prior warning or notification.

Please see our price match page or contact us for full details.

10. PRODUCT GUARANTEES

Standard guarantee
All our products are covered by a standard guarantee that, on delivery and for a period of 1 year 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 reinstalled (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) 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 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.

Extended product guarantees
All our products carry a standard 1 year guarantee, but we also offer extended guarantees on the majority of our products FREE OF CHARGE.

Extended product guarantees are only available on selected products from the following brands: Orchard Bathrooms, Kirke, Mode Bathrooms, Schön and The Bath Co. Extended product guarantees are not available for Trade customers.

Find out more about our extended product guarantees.

Liability
• Our liability under this guarantee excludes, in particular, consequential loss direct or indirect including but not limited to wasted time, materials and expenditure or loss of use, profit, production, revenue, expected savings or goodwill.
• This guarantee does not affect your statutory rights.

Limitations
• This guarantee shall apply to products purchased and used exclusively for domestic purposes only.
• The guarantee period lasts for a single continuous period from the date of delivery to you the customer.
• This guarantee is personal to the original purchaser of the product and is not transferable.
• Original proof of purchase(s) must be shown for any claim under this guarantee.
• This guarantee does not cover any products that have been modified, altered or transformed in any way.
• This guarantee applies to an original installation in accordance with our fitting instructions and does not cover previously installed products that have been moved from their original installation position or location for any reason.
• This guarantee applies only to manufacturing or material defects. It does not apply to normal wear and tear, accidental damage, inappropriate use (including inappropriate cleaning) or other events outside of VictoriaPlum.com’s control.
• This guarantee applies only to the product itself and any liability on behalf of VictoriaPlum.com is limited to the replacement cost of the product.
• If a product is deemed to be of faulty manufacture VictoriaPlum.com will, at their discretion replace the product. Any related consequential loss or damage is excluded.
• The guarantee is only valid for products purchased and/or installed in the UK.
• No claim will be accepted if a product is installed with a fault (ours or otherwise) that would have been clearly evident before installation.

Guarantee disclaimers
• VictoriaPlum.com promises to investigate each complaint on individual merit. Provided that the complaint is solely attributable to a manufacturing fault and the correct fitting instructions and maintenance of the product have been fully adhered to.
• The ultraviolet rays that can burn and age our skin will affect any organic material. Prolonged exposure to sunlight will change the colour of acrylic, painted and coated products. This is not a product defect.
• VictoriaPlum.com reserves the right, and must be offered the opportunity to inspect the complaint in situ and, where applicable, if at all possible in situ as first installed, and we will need to see our applicable batch and delivery note details.
• If any of the goods concerned prove to our reasonable satisfaction not to be defective, or you give us the wrong batch or delivery note details, we will be entitled to make a reasonable charge for our efforts in establishing whether they fall within our obligations under our guarantee and liability statement.
• We make no representations, and exclude any and all liability, in respect of any third party products or services supplied by way of extensions to this guarantee.

Guarantee and liability
• VictoriaPlum.com will not rectify or replace goods if you have not paid us the price for the goods and all related charges in full, that have not been properly installed, used and maintained under normal domestic conditions in accordance with our instructions, or have been altered or repaired or re-installed without our approval.
• We offer by registration the product specific extended guarantee subject to the terms and conditions contained in these terms and conditions and as published in summaries on www.VictoriaPlum.com or on the extended guarantee registration form.
• Except as required or agreed by us, you will not in any circumstances return any of the product to us, and where the property in any of the goods returned to us has passed to you, they will nevertheless remain your property and at your risk unless we have agreed otherwise in writing before their return.
• Except as stated above, we will not be liable for any direct, consequential or other loss, damage or injury suffered or incurred by you, and you will indemnify us fully against any claims made by third parties, in respect of the goods or otherwise arising from the contract.
• Nothing contained in the contract will be treated as excluding or restricting any liability on our part for death or personal injury resulting from our negligence.
• Except as stated above, and to the fullest extent permitted by law, all conditions, warranties and representations, whether express or implied, statutory or otherwise in relation to the product (other than such as relate to title to the product) are excluded.
• You acknowledge that our prices for the goods reflect these terms and conditions, and accordingly that you accept the above limitations on and exclusions of liability in exchange for those prices.
• When providing information to VictoriaPlum.com you understand that you are doing this subject to our terms and other policies (including data protection) we have in place from time to time, copies of which are available on our website www.VictoriaPlum.com or on request as per the VictoriaPlum.com contact details.

Guarantee service policy
In the event of you needing to contact the VictoriaPlum.com Customer Care Department, the following procedure should be followed:

• Before contacting the VictoriaPlum.com Customer Care Department you should ensure you have the original proof of purchase, product number and date of purchase your contact details and the postcode where the unit is installed.
• The VictoriaPlum.com Customer Care Department will be able to tell you whether the fault can be simply rectified by the provision of a replacement part or arrange an onsite visit by a qualified service engineer of VictoriaPlum.com’s choosing. If the product is over 6 months old, a plumber’s report may be required.
• If a service call is required it will be booked and the date of the call confirmed. You or a representative (over the age of 18 years) must be present during the entire engineers visit. The engineer will not be able to repair or replace or advise on product not supplied as part of the component.
• A charge will be made in the event of an aborted service call by you, but not by us, or where a call under the terms of guarantee has been booked and failure is not related to product supplied by VictoriaPlum.com (i.e. scaling and furring, incorrect water pressure, or other plumbing problem unrelated to the normal function of the components).
• If the product is no longer covered by the guarantee, a charge will be made for the site visit and for any parts supplied.
• Service charges are based on the account being settled when work is complete, the engineer will then request payment for the invoice. If this is not made to the service engineer or settled within ten working days, an administration charge will be added.

What does lifetime guarantee mean?
A lifetime guarantee means that we are confident your product is of sufficient quality and durability, that it will comfortably last and function correctly for the expected lifespan of that particular product type. If you have any queries regarding the lifetime guarantee of your product, please contact us.

Salamander shower pumps
We offer a 2 year extended guarantee on all Salamander shower pumps, however this can be extended up to 3 years by calling the PumpWise team at Salamander on 0191 516 2002 to confirm correct installation.

11. OFFERS AND PROMOTIONS

Current offers and promotions:

^FREE STANDARD DELIVERY AVAILABLE ON ALL ORDERS OVER £399
For all orders over £399, when you come to choose your delivery option, simply select “Economy” for free delivery within 5 to 10 working days of all items being available for delivery.

Offer only includes standard delivery. All other delivery options are excluded from this offer. Restrictions and surcharges may apply to certain geographical locations.

All delivery services are subject to availability.

For further information, please see our delivery page or contact our Customer Care Team before you order.


UP TO 60% OFF MID-SUMMER SALE
Discounted products that form part of this sale 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 60% 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.


†WE WON'T BE BEATEN ON PRICE
We regularly check our prices against other online bathroom retailers to ensure ours are the lowest possible. If you can find a like-for-like product at a lower price, we promise to do our very best to match it. Read more about our price match promise.


EXTRA 20% OFF SELECTED BATHROOM FURNITURE
Get an extra 20% off selected bathroom furniture. Promotional items are clearly indicated with an “Extra 20% off applied” message on the item page.

This offer is valid from 06:00 on Wednesday 10th July 2024 until 23:59 on Tuesday 16th July 2024 for selected bathroom furniture, which can be found on the following page: https://victoriaplum.com/browse/up-to-60-off-mid-summer-sale-plus-an-extra-20-off-selected-bathroom-furniture

Extra 20% off is clearly displayed on all products that form part of this offer and only applies to these selected products, not the whole order. This offer may not be combined with other promotions, offers, voucher codes or price matches. We reserve the right to extend or withdraw this offer at any time, without prior notice.


EXTRA 5% OFF ALL ORDERS OVER £750
Get an extra 5% off the total price of your order, when you spend over £750 (does not include delivery) with promo code SEARCH5.

Once your order (excluding delivery) reaches over £750, add code SEARCH5 at the basket to claim your 5% discount.

This offer may not be combined with other promotions, offers, voucher codes or price matches. Not available to Trade customers. We reserve the right to amend or withdraw this offer at any time without notice.


NEWSLETTER SIGN UP—£20 OFF YOUR FIRST ORDER OVER £249
Sign up for our newsletter and we will email you a promo code to claim £20 off the total price of your first order, when you spend over £249 (does not include delivery). Once your order (excluding delivery) reaches over £249, add the code at the basket to claim your £20 discount.

Offer only available on the first order made by a new customer. Subsequent orders are exempt from this offer. This offer may not be combined with other promotions, offers, voucher codes or price matches, and may be withheld if we have reason to believe this is not your first order. Offer available to both online and telephone customers. Not available to Trade customers. We reserve the right withdraw this offer at any time.


NEW CUSTOMER OFFER—FREE DELIVERY ON YOUR 2nd ORDER
If you are a new customer, place any order at VictoriaPlum.com and, if you order again within 30 days, your delivery will be FREE of charge.

To claim free delivery on your 2nd order, you must contact our Customer Care Team and place your order with them quoting “2nd ORDER FREE DELIVERY”. It cannot be automatically applied to your online basket or retrospectively added to any online order.

Free delivery is only applicable to your 2nd order as a new customer. If we have reason to believe you have ordered multiple times from us previously, we reserve the right to withhold this offer from you.

Your 2nd order must be placed within 30 days of delivery of your 1st order to qualify.

Free delivery only applies to our standard delivery service. All other delivery options are excluded from this offer. Surcharges may apply to certain geographical locations.

For further information, please see our delivery page or contact our Customer Care Team before you order.

We reserve the right withdraw this offer at any time without notice. Not available to Trade customers.


EXTRA 5% OFF ALL ORDERS
Get an extra 5% off the total price of your order (does not include delivery) with promo code ABYP5. Simply add this code at the basket to claim your 5% discount.

This offer may not be combined with other promotions, offers, voucher codes or price matches. Not available to Trade customers. We reserve the right withdraw this offer at any time without prior notice.


Existing customer offers
If you have previously purchased from VictoriaPlum.com you can take advantage of the following offers:


EXTRA 10% OFF SELECTED FINISHING TOUCHES AND HEATING WITH DISCOUNT CODE LOYALTY
Extra 10% off with discount code LOYALTY is available on Accents bathroom accessories, Schön taps, Schön sinks, The Heating Co. heating, plus lighting and flooring.

You must be an existing customer who has already placed an order with VictoriaPlum.com to take advantage of these loyalty discounts.

This offer may not be used in conjunction with each other promotions, offers, discount codes or price matches. Not available to Trade customers. We reserve the right to amend or withdraw this offer at any time without notice.


30% OFF SELECTED BATHROOM ACCESSORIES
Get an extra 30% off the marked price of selected products in our Bathroom Accessories category using promo code THANKYOU.

To qualify for this discount, you must be an existing customer who has already placed an order with VictoriaPlum.com.

To claim your discount when ordering online, sign in to your account and add code THANKYOU at the basket.

Items which form part of this offer can be found via this page: https://victoriaplum.com/category/bathroom-accessories but EXCLUDES the following sub-categories: tiles, walls and floors, bathroom TVs and audio, independent living, mirrors and mirrored cabinets, toilet seats, wastes and fittings and extractor fans.

Extra 30% off only applies to these selected products, not the whole order.

This offer may be used in conjunction with the other existing customer offers listed here, but may not be combined with other promotions, offers, voucher codes or price matches. Not available to Trade customers. We reserve the right to amend or withdraw this offer at any time without notice.


10% OFF HEATING
Get an extra 10% off the marked price of any product in our Heating category using promo code THANKYOU.

To qualify for this discount, you must be an existing customer who has already placed an order with VictoriaPlum.com. To claim your discount when ordering online, sign in to your account and add code THANKYOU at the basket.

Items which form part of this offer can be found via this page: https://victoriaplum.com/category/heating

Extra 10% off only applies to these selected products, not the whole order. This offer may be used in conjunction with the other existing customer offers listed here, but may not be combined with other promotions, offers, voucher codes or price matches. Not available to Trade customers. We reserve the right to amend or withdraw this offer at any time without notice.


EXTRA 10% OFF THE HEATING CO. ON ORDERS OVER £99.99
Get an extra 10% off all products from The Heating Co. when you spend over £99.99 (not including delivery) and use promo code CHCO10.

Once your order (excluding delivery) reaches over £99.99 and includes products from The Heating Co., add code CHCO10 at the basket and a 10% discount will be applied to the price of all products from The Heating Co.

This offer may not be combined with other promotions, offers, voucher codes or price matches. We reserve the right to amend or withdraw this offer at any time without notice.


SPEND AND SAVE—EXTRA £30 OFF PLUS FREE STANDARD DELIVERY ON ORDERS OVER £450
Get an extra £30 off the total price of your order, plus free standard delivery, when you spend over £450 (not including delivery) and use promo code CD30.

Once your order (excluding delivery) reaches over £450, add code CD30 at the basket. A £30 discount will be applied and you will also be able to choose free standard delivery.

This offer may not be combined with other promotions, offers, voucher codes or price matches. We reserve the right to amend or withdraw this offer at any time without notice.


SPEND AND SAVE—EXTRA £50 OFF PLUS FREE STANDARD DELIVERY ON ORDERS OVER £750
Get an extra £50 off the total price of your order, plus free standard delivery, when you spend over £750 (not including delivery) and use promo code CD50.

Once your order (excluding delivery) reaches over £750, add code CD50 at the basket. A £50 discount will be applied and you will also be able to choose free standard delivery.

This offer may not be combined with other promotions, offers, voucher codes or price matches. We reserve the right to amend or withdraw this offer at any time without notice.


SPEND AND SAVE—EXTRA £100 OFF PLUS FREE STANDARD DELIVERY ON ORDERS OVER £1,500 (SELECTED BRANDS ONLY)
Get an extra £100 off the total price of your order, plus free standard delivery, when you spend over £1,500 (not including delivery) and use promo code CD100.

Once your order (excluding delivery) reaches over £1,500, add code CD100 at the basket. A £100 discount will be applied and you will also be able to choose free standard delivery.

This offer may not be combined with other promotions, offers, voucher codes or price matches. We reserve the right to amend or withdraw this offer at any time without notice.


Promotional codes
Standard promotional code terms and conditions:

• Promotional codes entitle the user, at the time of ordering, to receive a promotional benefit on an order placed with VictoriaPlum.com including but not limited to a cash or % discount or the provision of additional free goods or services.
• Promotional codes must be redeemed at the time of purchase and it is the responsibility of the person placing the order to apply or request to apply any promotional code to an order at the time of purchase, whether purchasing through our web site, on LiveChat or over the telephone with our sales team.
• VictoriaPlum.com accept no responsibility for errors/omissions made in applying a promotional code during the checkout process.
• VictoriaPlum.com reserve the right to refuse the application of a promotional code offer after an order has been placed.
• VictoriaPlum.com shall, in its absolute discretion, reserve the right to decline to accept orders where, in its opinion, a promotional code is invalid for the order being placed.
• Promotional codes are only valid on specific products while stocks last and may be withdrawn or extended at any time.
• Only one promotional code can be redeemed per order.
• In the event of the cancellation or return of an order, the total amount refunded will not exceed the value of goods ordered minus any discounts obtained through the use of a promotional code. Our standard terms and conditions relating to the cost of return deliveries to us and restocking fees continue to apply and will be deducted from the order value after deduction of any promotional discount obtained through the use of a promotional code.
• In the event of the partial cancellation or return of an order, the amount refunded will never exceed the total value of the good/goods purchased minus any promotional discount received on the good/goods through the use of a promotional code. In the event of a partial cancellation or return resulting in an order no longer meeting the qualifying criteria for a promotional code offer we reserve the right to deduct the full amount of any discount received from the refund amount and/or request additional payment to the value of the discount received.
• In the event of a discount being offered on the total order value, providing the order continues to meet the qualifying criteria following any partial cancellation/refund, the discount amount will deem to have been received pro-rata for the value of good/goods returned and the value deducted from the amount of any refund.
• Where the use of a promotional code results in free or discounted provision of additional goods and services, including but not limited to Free Delivery, Buy One Get One Free or Free Gifts, in the event of an order failing to qualify for the goods/services provided we reserve the right to request return of/payment to the value of the goods/services provided through the use of a promotional code.
• In the event that the use of a promotional code results in the provision of a free or discounted item on the purchase of multiple items, the discount will be applied to the lowest value item.
• VictoriaPlum.com reserves the right to amend these terms and conditions at any time.
• Your statutory rights are not affected.

12. IMAGE SHARING, COMPETITIONS AND PRIZE DRAWS

a. Image sharing
• You can share images of your bathroom (or a customer's bathroom WITH their permission, if you are a Tradesperson) by uploading to our website or by posting to Instagram or X.
• To upload to our website, follow the instructions from emails you will receive after you've taken delivery of your order. We must be able to verify that you are a genuine Victoria Plum customer.
• To share on Instagram or X, tag @VictoriaPlumUK and/or include the hashtag #VPShareYourStyle.
• Users who share on Instagram or X will be contacted by direct message by Victoria Plum via the Victoria Plum Instagram account (https://instagram.com/victoriaplumuk) or X account (https://x.com/VictoriaPlumUK) and will be asked to supply the email address associated with their Victoria Plum product order, to verify that they are a genuine customer.
• The image(s) should include Victoria Plum items previously ordered; installed and in excellent condition.
• Trade Account holders who share images must receive the permission of the bathroom owner first. Sharing the image through any of the methods listed above is your guarantee that you are the author and copyright holder of the photo.
• Victoria Plum reserves the right to decline publication of any photograph which is uploaded, or to edit any title or description where it is deemed inappropriate prior to publishing.
• By uploading a photograph to our website or submitting a photograph to Instagram or X (formerly Twitter) with the hashtag #VPShareYourStyle and/or tagging @VictoriaPlumUK, you agree to allow Victoria Plum to publish it on their website, social media and other future marketing activity using your name and/or social media handle. Once published it will be available for viewing by any other person.
• Use of the image is at Victoria Plum's discretion.
• Images must be less than 2MB in size and come in one of the following file formats: JPG, JPEG, PNG or GIF.
• Please contact Victoria Plum immediately regarding any photograph submitted in error.

b. Customer review and Share Your Style prize draw
Leave a product review on VictoriaPlum.com or upload a photo/photos of your bathroom containing Victoria Plum products to VictoriaPlum.com between 00:01 on Saturday 1st June 2024 and 23:59 on Saturday 31st August 2024 and you will automatically be entered into a prize draw to win the cash value of your latest order (up to, and including, Saturday 31st August 2024).

• There is 1 (one) prize to be won—The equivalent cash value of your most recent order (up to, and including, Saturday 31st August 2024) will be refunded to your chosen payment method.
• Any additional fees (e.g. delivery charges) will not be included in the cash value of the prize.
• To be eligible for the prize draw, you must leave a valid product review on the VictoriaPlum.com website or upload a photo/photos of your bathroom containing Victoria Plum products to the VictoriaPlum.com website between 00:01 on Saturday 1st June 2024 and 23:59 on Saturday 31st August 2024. Valid reviews are genuine reviews about a Victoria Plum product from an order placed in your own name. Valid photos are images of your own bathroom (or those of a customer with their permission) containing Victoria Plum items previously ordered; installed and in excellent condition.
• Prize winners will be drawn at random from all valid reviews using a random number generator.
• Only one review or photo upload per person will be eligible for entry into the prize draw. Duplicate reviews or uploads will not be counted.
• Offer open to UK, Channel Islands and Isle of Man residents over 18 years old only.
• Employees of Victoria Plum (AHK Designs Ltd), associated agents and anyone connected with this promotion are excluded from entering this competition.
• Victoria Plum reserves the right to withdraw or extend the time periods and notification dates for this prize draw at any time.
• Victoria Plum reserves the right to offer a suitable alternative prize to that publicised at any time.
• Prize draw promoter: Victoria Plum (AHK Designs Ltd), Unit 2, First Point Business Park, Water Vole Way, Doncaster DN4 5JP.

13. TILE SAMPLES

Customers are limited to 3 tile samples per transaction.

14. PRIVACY POLICY

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.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the "Remember Me" option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to "Tools | Internet Options | Privacy" and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:

a. Take and fulfil customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes

Keeping in touch with you
We may contact you for marketing purposes by email, mail or telephone with relevant offers from VictoriaPlum.com. 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.

Once you have placed an order with us, we may send you emails, text messages and call you directly regarding your order. This is separate to marketing communications and necessary to keep you updated on the status of your order.

If you decide to receive marketing communications from us, but later decide you no longer 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.

For the full company privacy policy, please see the privacy policy section.

15. COPYRIGHT

All rights in the site design, text, graphics and other content, interfaces, and the selection and arrangements thereof belong to VictoriaPlum.com (AHK Designs Ltd). 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.

About:
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.

Addition to copyright
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.com 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".

16. DISCLAIMER AND LIMITATIONS ON VICTORIAPLUM.COM (AHK DESIGNS LTD) LIABILITY

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 (AHK Designs 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 (AHK Designs Ltd) and related services, which are provided by VictoriaPlum.com (AHK Designs 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 (AHK Designs Ltd), but only against the person giving them.

VictoriaPlum.com (AHK Designs 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 (AHK Designs Ltd) will not be relied upon without verification with a suitably qualified professional. VictoriaPlum.com (AHK Designs Ltd) accepts no responsibility for any damage caused by your reliance on any such advice.

VictoriaPlum.com (AHK Designs 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.

17. COMPLAINTS

If you have a complaint, you can contact us in one of the following ways:

a. By writing us a letter and sending to: Victoria Plum, Unit 2 First Point Business Park, Water Vole Way, Doncaster DN4 5JP.
b. By emailing us at help@victoriaplum.com and we’ll get back to you within 48 hours.

If you are a Design and Installation customer, please email us at installations.help@victoriaplum.com and we’ll get back to you within 48 hours.

If you still aren’t satisfied with the outcome of your complaint, you are entitled to pursue alternative dispute resolution by referring your complaint to Resolver, a free and independent issue resolution service.

If your complaint is about your finance agreement

If your complaint is about the finance linked to your purchase, you can still let us know about this. However, we’ll forward this on to your credit provider, who will acknowledge your complaint and investigate thoroughly, issuing a response within 8 weeks.

If you aren’t satisfied with your credit provider's response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within 6 months of the date of your credit provider’s final response letter to you.

They can be contacted in the following ways:

a. By writing a letter and sending it to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
b. By calling them on 0300 123 9 123
c. By emailing them at complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website.

18. CUSTOMER REVIEWS

If you have ordered from us, we'd love to hear your experience, by leaving a review on our site. You will receive an email after you've purchased giving you instructions on how to do this.

All reviews we receive help us to improve both our products and services. We will display selected reviews on our site to help customers when choosing their products.

By leaving a review on our site, you agree that we can use this review, along with your name, in future marketing activity, including social media and printed material such as brochures. You can send an email to the Victoria Plum Customer Care Team using this address: help@victoriaplum.com

19. AFFILIATE PROGRAMME

If you are part of the VictoriaPlum.com affiliate programme, please bear in mind the following terms & conditions:

Commission
• 3% commission is offered on all product groups, but cannot be offered on trade sales
• Commission will not be paid on VAT or delivery

Other terms and conditions
• Only 1 voucher code can be used per transaction
• Any sale using unauthorised, non-affiliate voucher codes will be subject to review and may be declined
• We are open to applications from all types of affiliates but retain the right to reject an application for any reason
• We retain the right to remove any publisher we deem to have broken the terms of our affiliate partnership agreement at any time, but will always strive to provide notice of any changes or removal from the account

20. VULNERABLE CUSTOMERS POLICY

Introduction
The purpose of this policy is to ensure that our operations don’t have any negative impact upon vulnerable customers. For the purposes of this policy, vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way we sell and provide our services, ensuring they aren’t disadvantaged in any way.

Objective
We want to make sure that all our customers with vulnerabilities are treated fairly, based on their individual circumstances. The aim is that all our products and services are available to all customers, in a form that works for them.

Definitions
We recognise that certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will consider a customer’s individual circumstances where a potential vulnerability is identified. These groups may include, but are not restricted to:

• Customers with communication difficulties (including learning difficulties, English not being their first language and dyslexia)
• A customer with a reduction in physical or mental capacity
• Customer with health issues—illness, whether physical or mental, severe or long term
• A sudden diagnosis of serious illness to the customer or close family member
• Personal circumstances of the customer—factors such as financial difficulties, bereavement, caring responsibilities or redundancy
• The customer’s age, particularly older and younger people. For example, a younger person may be considered inexperienced and the older person may be less technologically able

Policy statement
We aim to treat you, our customer, as an individual and will consider your personal circumstances when communicating with you. Any product or service provided to you by VictoriaPlum.com will be available to all our customers and presented in a way that means it is easy for each customer to make the best decision for them. When we are informed of something that could make a customer vulnerable, we may securely record it for future reference if that is the right thing to do. This is only the case when we are clearly told about a vulnerability. This will not be shared outside VictoriaPlum.com and will not be a permanent record.

Please see our privacy policy for further information on how we hold and use personal information about you.

21. TREATING CUSTOMERS FAIRLY

Introduction

The Financial Conduct Authority’s (FCA) Treating Customers Fairly (TCF) initiative is primarily based on requiring a firm to pay due regard to the interests of its customers and treat them fairly. Here at Victoria Plum, we’re fully committed to TCF and this policy has been designed to demonstrate the application of TCF during the course of our day-to-day activities.

Our TCF principles

TCF is embedded throughout the FCA’s handbook and Victoria Plum supports the TCF initiative and satisfies the FCA’s 6 core consumer outcomes which explain what it wants TCF to achieve for consumers. These are:

• Culture—The fair treatment of customers is central to our corporate culture at Victoria Plum
• Product design—The products and services we sell are designed to meet the needs of identified customer groups and targeted accordingly
• Clear communication—We provide clear information to customers, who are kept informed before, during and after purchase
• Suitable advice—Any advice we provide must be suitable and take into account a customer's circumstances
• Standards—Our products should perform as our customers expect and any associated service should be of an acceptable standard
• Removal of barriers—Our customers shouldn’t face any unreasonable post-sale barriers, from returning or exchanging a product to making a complaint

Our TCF mission statement

We will act with integrity in everything that we do and aim to give the highest level of service.

Sales Line 0344 264 4141 Track order Design Service Trade account

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