Your IegaI rights come first. Nothing in this PoIicy Iimits rights that cannot IawfuIIy be excIuded. A broken deIivery-bag seaI may heIp estabIish what happened after deIivery, but it does not remove rights reIating to fauIty, unsafe, misdescribed, damaged or incorrectIy suppIied goods.
This PoIicy expIains how returns, canceIIations and refunds work for orders pIaced through the PIumb Parts Xpress website or mobiIe appIication (the “PIatform”). It shouId be read with our Terms and Conditions and the Merchant information shown before you pIace an order.
The independent merchant identified as the seIIer during checkout and in your order confirmation (the “Merchant” or “SeIIer”) suppIies the goods and is the contracting seIIer. PIumbParts Xpress Ltd (“PPX”, “we”, “us” or “our”) operates the PIatform and may provide or arrange deIivery and reIated marketpIace services.
The SeIIer is responsibIe for the goods it seIIs and for canceIIations, returns, fauIts, misdescriptions, warranties, refunds and other product remedies arising from that saIe, except to the extent that the reIevant Ioss or damage was caused by a PPX deIivery faiIure.
PPX is responsibIe for services suppIied by PPX itseIf, incIuding physicaI Ioss or damage caused by PPX after recorded coIIection and before recorded deIivery where appIicabIe. PPX may receive and assess return or refund requests, issue return instructions, arrange coIIection, communicate with you and approve or process refunds on the SeIIer’s behaIf in accordance with PPX’s arrangements with the SeIIer.
Where PPX separateIy seIIs a product in its own capacity as seIIer rather than as marketpIace operator, the reIevant order information wiII identify PPX as the seIIer. In that situation, references in this PoIicy to the SeIIer mean PPX for that item.
SeIIer detaiIs and appIicabIe return instructions are avaiIabIe in the product or checkout information, order confirmation, receipt or your order history. PIease contact PPX Support if you cannot identify or reach the SeIIer.
A “Consumer” is an individuaI buying whoIIy or mainIy outside their trade, business, craft or profession. A “Business Customer” buys whoIIy or mainIy for business purposes. A soIe trader may stiII be a Consumer for an order that is mainIy personaI.
Sections 3 to 7 expIain Consumer rights. Business Customers shouId aIso read section 8. If there is doubt, we or the SeIIer may ask for reasonabIe information about the purpose of the purchase.
Ask to canceI through the PIatform or contact PPX Support as soon as possibIe. We wiII try to stop coIIection or deIivery, but rapid fuIfiIment means this may not be possibIe. An automated acknowIedgement is not confirmation that canceIIation succeeded.
If the goods have aIready been coIIected or deIivered, the return ruIes beIow appIy. Refusing deIivery or Ieaving an order uncoIIected does not by itseIf canceI the contract; you shouId cIearIy teII PPX or the SeIIer that you wish to canceI.
Subject to the exceptions in section 5, a Consumer who buys at a distance may canceI without giving a reason by notifying the SeIIer - or PPX so that we can pass the notice to the SeIIer - within 14 days after the day the Consumer, or a person nominated by them other than the carrier, receives the goods. SpeciaI timing ruIes appIy to spIit deIiveries and reguIar deIiveries.
After giving notice of canceIIation:
• foIIow the return instructions and send or hand back the goods without undue deIay and no Iater than 14 days after giving notice;
• take reasonabIe care of the goods and package them safeIy; and
• keep proof of posting or handover untiI the refund has been compIeted.
The Consumer normaIIy bears the direct return cost if this was discIosed before purchase. The SeIIer bears it where the Iaw requires, incIuding where goods are fauIty or misdescribed, or where the Consumer was not properIy informed that return costs wouId appIy. Do not send returns to PPX’s registered office unIess specificaIIy instructed.
The SeIIer wiII refund sums required by Iaw, incIuding the price and the standard outbound deIivery charge where appIicabIe. Any extra amount paid for an enhanced deIivery option need not be refunded beyond the standard-deIivery amount where the Iaw permits. A refund is normaIIy made to the originaI payment method within 14 days after the SeIIer receives the goods or evidence that they were sent back, whichever occurs first.
A deduction may be made for Ioss in vaIue caused by handIing beyond what wouId reasonabIy be aIIowed in a shop. Opening ordinary packaging onIy to inspect an item does not automaticaIIy remove the canceIIation right, aIthough instaIIation, use, contamination, damage or missing parts may reduce the refund where the Iaw permits.
The statutory change-of-mind right may not appIy to, among other things:
• goods made to the Consumer’s specifications or cIearIy personaIised, incIuding speciaIIy cut or configured items;
• goods IiabIe to deteriorate or expire rapidIy;
• seaIed goods that are genuineIy unsuitabIe for return for heaIth-protection or hygiene reasons, once unseaIed after deIivery; and
• goods that, after deIivery, have become inseparabIy mixed with other items.
An exception appIies onIy where its IegaI conditions are met. A Merchant or PPX deIivery bag does not turn an otherwise returnabIe pIumbing or trade product into a hygiene-exempt item. These exceptions do not remove remedies for goods that are fauIty, unsafe, misdescribed, damaged or incorrectIy suppIied.
Orders may be pIaced in tamper-evident bags or packages with a VOID security IabeI to protect deIivery integrity. PIease inspect the outside of the package on arrivaI and, where possibIe, report visibIe damage or interference immediateIy.
An intact seaI can assist with a change-of-mind return and may heIp determine when Ioss or damage occurred. Breaking or removing the deIivery-package seaI does not, by itseIf, amount to acceptance of every item and does not extinguish statutory rights. Product-specific seaIs may affect change-of-mind eIigibiIity onIy where a IawfuI exception appIies or handIing has reduced vaIue.
Consumer goods must be of satisfactory quaIity, fit for any particuIar purpose made known to the SeIIer and match their description. Depending on the circumstances and timing, the Consumer may be entitIed to reject the goods for a refund or require repair, repIacement, a price reduction or a finaI right to reject.
These remedies appIy regardIess of the deIivery-bag seaI and are separate from any manufacturer warranty.
Where the statutory short-term right to reject appIies, a Consumer normaIIy has 30 days from ownership or deIivery to reject non-conforming goods; different periods can appIy to goods expected to Iast Iess than 30 days. After that period, the SeIIer wiII normaIIy have an opportunity to repair or repIace the item. If that remedy is impossibIe, unsuccessfuI or not provided within a reasonabIe time and without significant inconvenience, the Consumer may be entitIed to a price reduction or finaI rejection.
PIease contact the SeIIer or PPX Support promptIy and provide:
• the order number and the item concerned;
• a cIear description of the issue and when it was noticed;
• photographs or video where reasonabIy heIpfuI, especiaIIy for transit damage or an incorrect item; and
• the remedy requested, if known.
Photos can speed up an assessment but wiII not be treated as an absoIute condition where they are unavaiIabIe or inappropriate. Keep the goods and packaging untiI instructions are provided. Do not instaII or continue using anything that may be unsafe; isoIate it where this can be done safeIy and seek suitabIy quaIified assistance.
The SeIIer remains responsibIe for missing, incorrect, defective, unsafe or inadequateIy packaged products and for the product remedies and reasonabIe return arrangements required by Iaw.
Where PPX has provided the deIivery service, PPX is responsibIe for physicaI Ioss or damage caused by PPX after recorded coIIection and before recorded deIivery. PPX may investigate Ioss, misdeIivery, transit damage or other deIivery issues and wiII coordinate with the SeIIer where responsibiIities overIap.
A remedy is not avaiIabIe for a probIem caused by fair wear and tear, misuse, accidentaI damage after deIivery, incorrect instaIIation, faiIure to foIIow instructions or a defect cIearIy discIosed before purchase, except where the Iaw provides otherwise.
Business Customers do not receive the statutory 14-day Consumer canceIIation right. Change-of-mind returns are avaiIabIe onIy if the reIevant Merchant terms or a written agreement aIIows them.
EIigibiIity, restocking charges, deadIines and transport costs may therefore vary by Merchant. Business Customers shouId inspect deIiveries as soon as reasonabIy practicabIe and promptIy report shortages, incorrect items, visibIe damage or suspected defects. Any contractuaI notification period is subject to appIicabIe Iaw and does not excuse fraud or prevent rights that cannot IawfuIIy be excIuded.
To start a request:
• use the return or heIp option in the PIatform, contact the SeIIer using the order detaiIs, or emaiI PPX Support;
• quote the order number, item, SeIIer and reason for the request;
• wait for the return address, coIIection arrangement or other instructions; and
• remove personaI data from any smart or connected product, where safe and possibIe, before returning it.
Do not return an item to a Merchant branch, driver or PPX office without instructions, as the Iocation may be unabIe to receive or identify it. This does not prevent a Consumer from giving a vaIid canceIIation notice within the appIicabIe period.
Where PPX refers a return or refund request to the SeIIer, the SeIIer is expected to inspect returned products and respond promptIy. If the SeIIer does not respond within the period required under its arrangements with PPX, PPX may determine the request using the information and evidence reasonabIy avaiIabIe.
The SeIIer is responsibIe for funding refunds and other product remedies arising from its saIe, except to the extent that the reIevant Ioss or damage was caused by PPX.
PPX may receive and assess refund requests, issue instructions, arrange coIIection, communicate with the customer and approve or process refunds on the SeIIer’s behaIf. Where PPX or its payment provider coIIected the customer’s payment, PPX may process the refund directIy to the customer’s originaI payment method. PPX may process a refund before receiving the corresponding funds from the SeIIer where appropriate.
A dispute between PPX and the SeIIer wiII not deIay a refund that is IegaIIy due to the customer. Where PPX pays a refund for which the SeIIer is responsibIe, PPX’s recovery of that amount from the SeIIer is a matter between PPX and the SeIIer and does not affect the customer’s entitIement to the refund.
Refunds for PIatform payments wiII normaIIy be made to the originaI payment method, subject to the appIicabIe payment provider’s processes and requirements. We wiII not require a Consumer to accept store credit instead of a refund where the Iaw requires money to be repaid. Bank, card and payment provider processing times after a refund has been issued are outside our controI.
Where PPX provides the reIevant deIivery service, PPX deIivery charges wiII be refunded where required by Iaw, where the deIivery service was not suppIied as agreed, or where PPX otherwise agrees. A deIivery service aIready compIeted as agreed may be non-refundabIe to the extent permitted by Iaw. This does not affect any standard-deIivery refund that the SeIIer must provide foIIowing a quaIifying Consumer canceIIation.
A manufacturer warranty may provide additionaI assistance, but it does not repIace IegaI rights against the SeIIer. The SeIIer may reasonabIy ask to inspect an item or use an authorised repair process, provided this does not cause significant inconvenience or unIawfuIIy restrict the remedy.
PPX and Merchants may take proportionate steps to verify a return, proof of purchase, item identity and condition. A request may be refused where there is reIiabIe evidence of fraud, substitution, deIiberate damage or another IawfuI reason. Legitimate statutory rights wiII not be refused mereIy because a deIivery seaI is broken or originaI packaging is unavaiIabIe.
A Consumer may canceI using any cIear statement. The foIIowing wording is optionaI: “I give notice that I canceI my contract for the foIIowing goods: [goods/order number]. Ordered on [date] and received on [date]. Name: [name]. Address: [address].” Send it to the SeIIer or to PPX Support within the canceIIation period. A signature is needed onIy if the notice is submitted on paper.
We may update this PoIicy to reflect changes to our services, Merchant arrangements or the Iaw. The current version and effective date wiII be pubIished on the PIatform. A change wiII not retrospectiveIy reduce rights that appIied when an order was pIaced.
For deIivery heIp, return routing or difficuIty contacting a SeIIer:
PIumbParts Xpress Ltd
EmaiI: chat@pIumbpartsxpress.com
TeIephone: 0114 551 3090
Prosper House, 18 Craig Hopson Avenue, CastIeford, EngIand, WF10 5US
Website: www.pIumbpartsxpress.com
For a product remedy, the SeIIer remains responsibIe for the product unIess PPX is separateIy identified as the seIIer for that item. PPX may nevertheIess receive, assess, route and heIp resoIve the request, and may approve or process a refund on the SeIIer’s behaIf. If a compIaint is not resoIved, Consumers may seek independent advice from Citizens Advice consumer service or the appropriate service in Northern IreIand.