Changed your mind?
If you order online, you have the right to cancel and return your order within 14 days of receiving it. Just email sales@citiplumbing.co.uk or call 0333 323 1738 with your order number before sending anything back. We can't accept returns that turn up without being arranged first.
To qualify, items must be unused, uninstalled and in their original, undamaged packaging with all parts and paperwork included. Unless the item is faulty or we sent the wrong thing, the cost of returning it is yours. Large items such as boilers and heat pumps may need a pallet collection, and we'll tell you the cost before it's booked.
Items we can't take back
- Anything that has been installed, connected, filled or used
- Products made or ordered specially for you
- Items with broken seals where the seal is there for health or safety reasons
- Items damaged after delivery, or missing parts or packaging
Faulty or damaged items
Please check your delivery as soon as it arrives. If anything is damaged, missing or not what you ordered, tell us within 48 hours with photos of the item and packaging. We'll arrange a repair, replacement or refund. Your statutory rights under the Consumer Rights Act 2015 are not affected.
If a product develops a fault after installation, it's covered by the manufacturer's warranty. Warranty terms usually require installation by a suitably qualified engineer, registration with the manufacturer and regular servicing. Get in touch and we'll point you to the right warranty contact.
Exchanges
The quickest way to swap an item is to return the original and place a new order for the one you want.
Refunds
Once we've received and checked your return, we'll refund you to your original payment method within 14 days. Your bank may take a few extra days to show the money in your account.