Returns Policy

At Ilkeston Plumbing & Heating Supplies LTD, we aim to make returns as straightforward as possible while keeping our pricing fair for all customers.

Returns (Change of Mind)

In accordance with UK distance selling regulations, you may cancel your order within 30 days of receiving your goods.

To be eligible for a return:

• Items must be unused, unopened, and in original packaging
• Items must be in the same condition as received
• You are responsible for arranging and covering the cost of returning the goods

Important:
By installing or using the product, you are deemed to have accepted it. We cannot accept returns on used or installed items unless they are faulty.

Deductions & Costs

Where a return is made for reasons other than fault or error:

• We reserve the right to deduct the original delivery cost incurred, even where free delivery was offered
• Return shipping costs remain the responsibility of the customer

Non-Stock & Special-Order Items

To help us keep pricing fair for all customers:

• Returns of non-stock, special-order, or made-to-order items (including custom hot tub covers) will incur a minimum 20% restocking fee
• These items are exempt from standard cancellation rights unless faulty

Faulty or Incorrect Items

If you believe your item is faulty, damaged, or incorrect, please contact us as soon as possible with a description of the issue along with supporting photos and/or videos where possible.

To help us diagnose faults efficiently, we strongly recommend customers contact us before removing or dismantling installed components.

In some cases, particularly with electrical components, pumps, heaters, control systems, and special-order items, returned products may require inspection and testing by our technical team or designated testing facility before a refund, repair, or replacement can be authorised.

Please note:

• Replacement items are not automatically issued prior to testing
• Items found to have no manufacturing fault may be returned to the customer
• Damage caused by incorrect installation, misuse, modification, freezing, water ingress, dry running, or external factors may not be covered under warranty

We aim to process all warranty claims as quickly and fairly as possible in line with manufacturer procedures.

Refunds

Once your item has been returned, inspected, and tested where applicable, we will process any approved refund to the original payment method.

Return Address

Ilkeston Plumbing & Heating Supplies LTD

Unit 17-18 Soloman Road

Cossall Industrial Estate

Ilkeston

DE7 5UA

Before Returning

Please contact us before returning any goods, as in some cases we may request items (particularly electrical components) to be sent to our designated testing facility.

01159324500