THE PLUMBLINE - DELIVERY & RETURNS POLICIES
WEBSITE PURCHASES ONLY - IN-STORE PURCHASES HAVE A DIFFERENT RETURNS POLICY
The Plumbline provides two methods for supplying items to customers:
Home Delivery: Selected branded products will be dispatched directly from our suppliers to your given delivery address. Please note that these items are only available to be delivered to Mainland UK with some exceptions. Please see the Delivery Restrictions section in this document to check the delivery eligibility of your postcode.
Click & Collection from Store Location (Some Postcodes Eligible for Free Local Delivery): Items held in stock by The Plumbline at the appropriate location are eligible for collection or free delivery within a 30mile radius of the store. To opt for this option, please select your preferred branch at checkout. To check your eligibility for free local delivery please see our Eligible Local Delivery Addresses section.
Note: For the purpose of this policy, ‘Home Delivery’ refers to courier delivery directly dispatched from our suppliers. ‘Free Local Delivery’ refers to The Plumbline’s delivery service within a 30mile radius of each physical store location.
Home Delivery Information
Order Confirmation & Delivery Arrangements
Upon placing a Home Delivery order on The Plumbline website, you will receive an email confirmation outlining details of your purchase that includes all initial delivery charges.
This will be followed by a phone call to the number provided with your booking to discuss delivery time and arrangements. In cases where we are unable to reach you via the phone number provided, an email will be sent to your given email address.
As a guide, estimated lead and delivery times are included on each individual product page.
Pricing of Home Delivery
Due to suppliers dispatching and delivering direct, orders that include items from different suppliers may incur multiple delivery charges and multiple delivery dates or times. All initial delivery charges will be stated and included within the total price when placing the order.
Terms of Home Delivery
A responsible adult will be required to accept delivery of the item, if the delivery attempt is missed then the courier will leave a calling card with contact details to rearrange delivery. It is important to note that this may incur a further charge of up to but not exceeding 100% of the delivery cost.
It is also important to note that the courier is responsible for the item up until it is delivered to an appropriate adult at the given address. The outer packaging should be checked upon delivery by the receiver prior to signing. All items MUST be checked within 48 hours of delivery even if they are not being installed until a later date. Any damaged or missing items MUST be reported within 48 hours of the delivery date, failure to notify us of any issues within this timeframe could result in your claim being rejected.
Large Item Delivery Information (Pallet Delivery)
For larger items, a pallet delivery service may be required. The standard pallet delivery varies, please see the product details for estimated delivery times. Please note all orders will only be sent out in 1 complete delivery from one supplier.
As with all The Plumbline Home Delivery orders, we will be in contact via phone call to arrange a time and date for delivery. In cases where we are unable to reach you via the phone number provided an email will be sent to your given email address.
Role of Carrier in Large Item/Pallet Delivery
The carriers are not insured or obliged to assist in carrying the goods into a property. The extent of their contract is to place the products onto a customer’s driveway/path, not to physically move them into their garage or property. Deliveries are made to the nearest hard road point. The carriers are only insured and required to deliver the goods to the requested delivery address.
The driver will contact you (the customer) on the telephone number you supplied on the day of the delivery date. Please ensure an adult is available at the delivery address to take collection of the order and to assist when required. Failed delivery will incur a charge of 100% of the original delivery charge.
The outer packaging should be checked upon delivery PRIOR to signing. All product damages or missing items MUST be reported within 48 hours from the delivery date.
The delivery process ends once the goods have been signed for at the delivery address.
We Offer Home Delivery on the Following Brands
Home delivery to Mainland UK is available from the following selected brands:
| ABODE | MERLYN |
| BAYSWATER | MERMAID |
| BC DESIGNS | MILLER (BATHROOM INTERIORS) |
| BRITTON | MX GROUP |
| BURLINGTON | REDROOM (HEATING PRODUCTS) |
| BUSHBOARD | ROMAN |
| FLOVA | ROYCE MORGAN |
| FRANCIS PEGLER | SENSIO (FURNITURE LIGHTING) |
| GEBERIT | SOMMER (SHOWERING PRODUCTS) |
| HiB | STUART TURNER |
| INDA | THE WHITE SPACE |
| JUST TRAYS | TM UK |
| KALDEWEI | TRITON |
| KARNDEAN (DESIGN FLOORING) | VECTAIRE |
| KUDOS | VITRA |
| LAKES (SHOWERING SPACES) | WEDI |
This list is continuously updated with new suppliers. Any suppliers that we stock that are not on the list are eligible for our Click & Collection option (of which free local delivery within 30 miles of a The Plumbline store may apply). See our FULL LIST OF SUPPLIERS.
Home Delivery Location Restrictions
The following locations and postcode areas are excluded from our Home Delivery availability:
Northern Ireland (BT)
Isle of Man (IM)
Isle of Wight (PO30 – PO41)
Jersey (JE)
Guernsey (GY)
Isle of Scully (IM2 – IM99 & TR21 – TR25)
Highlands & Islands of Scotland (HS1 – HS9, IV1 – IV56, KA27 -KA28, KW1 – KW17, PA20 – PA78, PH17 – PH50 & ZE1 – ZE3)
Click & Collection from Store Information
All products (unless otherwise stated) bought online are eligible for our Click & Collection service or Free Local Delivery (within a 30-mile radius of each branch) service. Please note that this is not an immediate service and consists of the item or items you have ordered being delivered from our suppliers to your selected store in preparation for your collection or local delivery (within a 30mile radius of the branch). Estimates lead times are detailed on each individual product page.
Order Confirmation & Delivery Arrangements
Upon placing a Click & Collection order on The Plumbline website, you will receive an email confirmation outlining the details of your purchase and the store you have selected for collection.
This will be followed by a second contact to notify you of the date on which your order will be ready for collection or delivery from your selected store. As a guide, estimated lead and delivery times are included on each individual product page.
Eligible Local Delivery Addresses for Click & Collection
The Plumbline delivers products to any location within a 30-mile radius of a showroom. Locations outside the 30-mile radius are not eligible for delivery.
*This map was created as an approximate guide, if you are unsure whether you are eligible for free from-store delivery, please contact your local branch, found here: Plumbline Branch Locator
Free Delivery Eligibility
Products ordered from a showroom via Click & Collect are eligible for free delivery within a 30mile radius of the showroom, or free collection.
The Plumbline Brands
ALL BRANDS on The Plumbline website are eligible for our Click & Collection or Local Home Delivery (within 30miles of a The Plumbline store) service.
ONLY SELECTED BRANDS are available for our Home Delivery service (SEE LIST).
Below is a list of all the brands we sell at The Plumbline:
| ABODE | LAUFEN |
| AQUALISA | MERLYN |
| ARYSTO | MERMAID |
| BAYSWATER | MILLER (BATHROOM INTERIORS) |
| BC DESIGNS | MX GROUP |
| BRISTAN | PURA BATHROOM GROUP |
| BRITTON | REDROOM (HEATING PRODUCTS) |
| BURLINGTON | ROCA |
| BUSHBOARD | ROMAN |
| CLEARWATER | ROPER RHODES BATH |
| FIBO | ROYCE MORGAN |
| FLOVA | SENSIO (FURNITURE LIGHTING) |
| FRANCIS PEGLER | SILVERDALE |
| GEBERIT | SOMMER (SHOWERING PRODUCTS) |
| GRAFF | STUART TURNER |
| HiB | TAVISTOCK |
| HERITAGE BATHROOMS | THE WHITE SPACE |
| IDEAL STANDARD | TRAY MATE |
| IMEX | TRITON |
| INDA | UTOPIA |
| JUST TRAYS | VADO |
| KALDEWEI | VECTAIRE |
| KARNDEAN (DESIGN FLOORING) | VITRA |
| KUDOS | WEDI |
| LAKES (SHOWERING SPACES) |
THE PLUMBLINE RETURNS POLICY
At The Plumbline, we hope that you never need to return any items to us. However, we do understand that in some circumstances purchased items may need returning. In these rare cases, please follow the simple steps outlined below on how to return items.
The Plumbline Returns - 30-Day Guarantee
At The Plumbline, we offer a 30-day money back guarantee from the date of delivery. This guarantee covers the return of good stock/unwanted items and faulty items for both Home Delivery and Click & Collection. To initiate a return within the 30-day guarantee, please send details of your order (including an order number) and a photograph of the items you wish to return to web.sales@theplumbline.co.uk or fill in our RETURNS FORM.
Following the receival of your returns request, we will be in touch within 48 working hours to discuss the processing of your request. Only after we have accepted the request can the item(s) be returned to The Plumbline either by post/courier or returned to a pre-agreed store location.
PLEASE NOTE: Goods that have damaged packing will not be accepted, this includes any packages that have been defaced or torn. Packages to be returned must be sealed with clear tape, any other form of tape may result in your return request being rejected.
For returns relating to orders placed in-store please speak to the relevant branch which will be able to advise you of their returns process.
Good Stock/Unwanted Items
For good stock/unwanted items, the original outgoing delivery cost and the expense of return (if applicable) will be covered by you (the customer). In addition, the responsibility of the goods will remain with you until we are in full receipt of the goods.
Upon receiving the returned goods, the quality of their condition will be assessed. To initiate a refund, goods must be in an unused, undamaged and saleable condition complete with original unopened packaging and all component parts including any promotional items received with the order. We reserve the right to refuse goods if we believe that they have been used, damaged, defaced or treated in a manner that renders them in a condition that cannot be re-sold as new.
For the return of large item(s) such as deliveries that require a pallet delivery, we can assist you in arranging a home collection of goods. Some suppliers will only offer returns for larger items if they facilitate the collection and return of the goods. In this case any collection fees will be at your cost and this will be deducted from the final refund.
Damaged or Faulty Goods
In rare cases, where an item is damaged or faulty the item may not require to be returned. Confirmation as to whether the item will need to be returned, along with information on any steps you need to take will be communicated with you directly following a review of the photographic evidence received in your email.
For damaged or faulty items, you will receive a full refund of the total value of the item(s) returned and their respective delivery costs. For orders of more than one item, where not all of the items are returned, the cost of delivery for the returned item or items will be calculated and refunded. This will be clearly communicated during the returns process.
The Plumbline Returns – Post 30-Day Guarantee
If you are looking to return an item or items to The Plumbline after 30-days from the date of delivery, this will not be covered by The Plumbline 30-Day Guarantee. For full disclosure, at The Plumbline, we are not obliged to accept returns after the elapsing of the 30-Day Guarantee as this is dependent on our suppliers. However we will try to assist where we can with returns that are post 30 days, but it is not a guarantee that these will be accepted.
To return an unwanted item, please send an email including the order number and a photograph of the item(s) you wish to return to web.sales@theplumbline.co.uk.
Following the receival of your returns request, we will be in touch within 48 working hours to discuss the processing of your request. Only after we have accepted the request can the item(s) be returned to The Plumbline either by post/courier or returned to a pre-agreed store location.
Return of Good Stock/Unwanted Items – Post 30-Day Guarantee
For Good Stock/Unwanted Item(s), the original outgoing delivery cost and the expense of return (if applicable) will be covered by you (the customer).
All Good Stock/Unwanted Item(s) that are accepted for return after The Plumbline 30-Day Guarantee has elapsed will be subject to a restocking fee. This will be calculated based on the cost of the item at the time of purchase and will be automatically removed from your total refund amount. The amount deducted will be clearly communicated with you upon accepting your returns request and applies to both item(s) returned via delivery/courier and in-store.
The responsibility of the goods will remain with you until we are in full receipt of the goods. Upon receiving the returned goods, the quality of their condition will be assessed. To initiate a refund, goods must be in an unused, undamaged and a saleable condition complete with original unopened packaging and all component parts including any promotional items received with the order. We reserve the right to refuse goods if we believe that they have been used, damaged, defaced or treated in a manner that renders them in a condition that cannot be re-sold as new.
For the return of large item(s) such as deliveries that require a pallet delivery, we can assist you in arranging a home collection of goods. Some suppliers will only offer returns for larger items if they facilitate the collection and return of the goods. In this case any collection fees will be at your cost and this will be deducted from the final refund.
Returns of Faulty Items – Post 30-Day Guarantee
Upon accepting or signing for deliveries, all items should first be checked for damage or missing items. Any damaged or missing items MUST be reported within 48 hours of the delivery date.
In the rare case that you find a manufacturing defect after The Plumbline 30-Day Guarantee has elapsed, please send an email including the order number and a photograph of the damaged item(s) to web.sales@theplumbline.co.uk.
Sometimes there will not be the need to return the faulty item, this will be confirmed once the image showing the fault is received and reviewed.
Confirmation as to whether the item will need to be returned, along with information on any steps you need to take will be communicated with you directly following a review of the photographic evidence received in your email. In some circumstances our suppliers may ask for further images, information or video footage of the fault - we cannot proceed with a claim until all information has been provided.
If your refund request for your damaged or faulty items is accepted, you will receive a full refund for the total value of the item(s) returned and their respective delivery costs. For orders of more than one item, where not all of the items are returned, the cost of delivery for the returned item or items will be calculated and refunded. This will be clearly communicated during the returns process.
For collections and deliveries, a responsible adult will need to be in attendance on the agreed date at the agreed address.
The Plumbline Cancellation Policy
At The Plumbline, we encourage that you thoroughly check each order in detail before it is placed. If you have placed an order that you wish to cancel, please get in touch with us as soon as possible to begin the cancellation process.
Any orders that have not been processed can be cancelled and a full refund reimbursed. If your order has already been processed but you still wish to cancel you will either need to reject the goods on delivery or return the items to us.
If you reject items on delivery they will be returned to our supplier, you will not have to pay to send the items back to us but there may be a restocking fee charged by the supplier which will be deducted from the refund. Refunds for rejected items will be processed when the relevant paperwork is received from our supplier.
If you wish to return any item(s) to us directly after accepting a delivery, please follow instructions in The Plumbline Returns Policy. Any item(s) returned within 30 days of ordering will adhere to The Plumbline 30-Day Guarantee and a full refund for the goods will be processed.
For good stock/unwanted items, the original outgoing delivery cost and the expense of return (if applicable) will be covered by you (the customer) and are excluded from the refund.
For faulty or damaged goods, a full replacement or refund for the faulty or damaged item(s) will be processed based on your preference stated during the returns process.