Refund policy

Return and Refund Policy

Who we are

Citi Plumbing is a trading name of ISD Property Solutions Ltd, a company registered in England and Wales, company number 16966729.

Registered office and returns address: 5 Mayfields, Shefford, SG17 5AU.

Phone: 0333 323 1738

Email: sales@citiplumbing.co.uk

We supply products only. We do not install anything. Our range includes boilers, heat pumps, air conditioning, radiators, heating and plumbing products.

The short version, before you order

- If you are a consumer, you can cancel most orders within 14 days of receiving the goods, without giving a reason.

- If you cancel because you changed your mind, you pay the cost of sending the goods back. We do not collect returns. You arrange and pay for your own courier or pallet service.

- If the goods are faulty, damaged or not what you ordered, we pay for the return. See "Faulty, damaged or wrong goods" below.

- Your legal rights are explained in full below.

Who this policy is for

Consumers are people buying mainly for personal use, outside their trade or business. The cancellation rights and consumer rights in this policy apply to consumers.

We also sell to businesses. If you are buying for your business, see "Business customers" near the end of this policy, because your rights are different.

Changing your mind: cancelling your order (consumers)

You can cancel your order without giving a reason. You have 14 days to tell us you are cancelling. The 14 days start the day after the goods are delivered to you, or to a person you have named to receive them (other than the courier). If your order arrives in more than one delivery, the 14 days start the day after the last item arrives.

How to cancel: email sales@citiplumbing.co.uk or phone 0333 323 1738. Any clear statement that you want to cancel is enough. You do not have to use a form, but you can use the model form at the end of this policy if you like. Please give your name, order number and the items you are cancelling. We will confirm your cancellation by email. You can cancel the whole order or part of it.

Your cancellation is in time if you send your message to us before the 14 days end.

Sending the goods back

After you tell us you are cancelling, you must send the goods back to us without undue delay, and no later than 14 days after the day you told us. Your return is in time if you send the goods off before those 14 days end.

Return address: ISD Property Solutions Ltd, 5 Mayfields, Shefford, SG17 5AU.

We do not collect returns. You need to send the goods back yourself, using your own courier or pallet service.

- You pay the direct cost of returning the goods if you cancel because you changed your mind.

- The cost depends on the size and weight of the item and where you are, so we cannot give a fixed price in advance. For small items this is usually a normal parcel service. For large or heavy items such as boilers, cylinders, heat pumps, air conditioning units and radiators, which cannot normally go by post, please get a quote from your courier or pallet service before you decide to order or return.

- Please use a tracked service and keep your proof of postage. The goods stay your responsibility, and at your risk, until they reach us, so please pack them securely.

- Please return the goods in their original packaging where possible, with all parts, manuals and paperwork, and take reasonable care of them while they are with you.

- Please put your order number on the parcel or pallet. It also helps if you email us when you post the goods, so we know to expect them.

Condition of the goods and loss in value

You can open and inspect the goods to check what they are and that they work, in the same way you could in a shop. That does not affect your refund.

If you handle the goods more than that (for example by installing, connecting, filling or using them) and they lose value as a result, we can deduct the loss in value from your refund, up to the full price you paid.

Please do not install a product you might want to return. Installed or used goods can lose a lot of value, and may be difficult to return. Please make sure you are happy with your order before anything is fitted.

Your refund when you cancel

We refund the price of the goods and any delivery charge you paid. Standard delivery is free anywhere we deliver, but if you paid a surcharge for delivery to Northern Ireland or the Scottish Highlands and Islands, we refund that too. Our Fast UK delivery is also free.

We will refund you without undue delay, and no later than 14 days after the day we receive the goods back, or the day you give us proof that you have sent them back, whichever is earlier. We may hold the refund until we have received the goods or seen that proof.

We refund to the payment method you used to pay, unless you agree to something else. We do not charge a fee for refunds. Your bank or card provider may take a few days to show the money.

If we deduct an amount for loss in value, we will tell you how much and why.

Faulty, damaged or wrong goods (consumers)

If goods are faulty, damaged, not as described, or not of satisfactory quality, you have legal rights against us under the Consumer Rights Act 2015. These rights apply whether or not the goods have been installed, and they are not affected by anything in this policy or by any manufacturer's warranty.

- Within 30 days of delivery, you can reject faulty goods and get a full refund.

- After 30 days, you are entitled to a repair or replacement. If that does not fix the problem, or cannot be done within a reasonable time, you can ask for a price reduction or reject the goods for a refund.

- In the first six months, we assume any fault was there when the goods were delivered, unless we can show otherwise.

- You can make a claim for up to six years after delivery (five years in Scotland).

- We pay the reasonable cost of returning faulty, damaged or wrongly supplied goods, and the cost of any repair or replacement. Please contact us before sending anything back, so we can agree how the goods will be returned. If you arrange the return yourself, we will reimburse the reasonable cost. Please keep your receipt.

- If you reject faulty goods, we refund you without undue delay, and no later than 14 days after we agree you are entitled to a refund.

If a problem appears after the goods have been installed, please contact us. Your rights against us do not disappear because the product has been fitted.

Damage in transit: the goods are at our risk until they are delivered to you (or to a person you have named to receive them). Please check your delivery as soon as you can, if it is safe to do so, and note any damage on the delivery paperwork if you can. If anything is damaged, missing or wrong, please email sales@citiplumbing.co.uk with your order number and photos of the item and its packaging. Please tell us within 48 hours if you can, so we can act quickly, but this does not affect your legal rights. If you find a problem later, still tell us.

Manufacturer's warranty

A manufacturer's warranty may apply, ask us for details. A manufacturer's warranty does not affect your legal rights as a consumer.

Exchanges

If you would like a different product, tell us. If you are a consumer, you can cancel the original order and return the goods as set out above, and place a new order for the item you want. A new order is a separate contract.

Business customers

If you are buying for your business, the statutory right to cancel within 14 days and the other consumer rights described above do not apply to you.

Returns from business customers are at our discretion, or as set out in any written contract we have agreed with you. Please contact us before ordering if you think you may need to return anything. If we agree to take goods back, we will tell you the terms first, including who pays for the return.

If goods are faulty or not as described, we deal with this under the terms that the Sale of Goods Act 1979 builds into your contract, such as satisfactory quality and matching the description. Please tell us as soon as you can, with your order number and photos, and we will put it right.

Installation and safety

We sell products only. Gas boilers and other gas appliances must be installed by a Gas Safe registered engineer.

Delivery and other details are in our Shipping policy.

Complaints and contact

If you are unhappy with anything, please email sales@citiplumbing.co.uk or phone 0333 323 1738 and tell us what went wrong. We will look into it and reply as quickly as we can.

Model cancellation form

You do not have to use this form. You can use it if you want to, or simply email or phone us.

To ISD Property Solutions Ltd, trading as Citi Plumbing, 5 Mayfields, Shefford, SG17 5AU, sales@citiplumbing.co.uk:

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on (delete as appropriate):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date: