Shipping policy

Shipping 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: 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.

Where we deliver

We deliver to addresses in mainland Great Britain (England, Scotland and Wales) and to Northern Ireland.

We do not deliver to the Isle of Man or the Channel Islands.

Free delivery

Standard delivery is free on every order to mainland Great Britain, with no minimum spend.

Fast UK delivery is also free. It is available on Panasonic and Daikin products and takes 3 to 5 working days. It is available on selected products.

The only delivery surcharge we ever charge is for Northern Ireland and the Scottish Highlands and Islands, explained below. There is no other delivery charge.

Northern Ireland and the Scottish Highlands and Islands

Delivery to Northern Ireland and to the Scottish Highlands and Islands has a surcharge. The amount depends on your address and on the size and weight of your order, so we cannot show a fixed price in advance. We will always tell you the exact surcharge, and the delivery time for your address, before we process your order.

- If your address is in one of these areas, please email sales@citiplumbing.co.uk or phone 0333 323 1738 before ordering, and we will give you the surcharge straight away.

- If you place an order without doing this, we will contact you with the surcharge before we process your order. We will not process it until you have seen the surcharge and agreed to it.

- If you do not want to pay the surcharge, tell us and we will cancel the order with no charge. If any payment has already been taken or authorised, we will refund it in full, without undue delay and within 14 days at the latest.

Delivery times

Standard delivery takes 3 to 10 working days. Fast UK delivery (Panasonic and Daikin products) takes 3 to 5 working days.

Working days are Monday to Friday, excluding UK bank holidays. Delivery times are counted from the day you place your order.

We will deliver within the timescale stated for your order and, in any case, within 30 days of your order unless we have agreed a different date with you. If we are going to be late, we will tell you as soon as we know.

If you are a consumer and we do not deliver on time, you can ask us to deliver by a new reasonable date. If we still do not deliver, you can end the contract and we will refund you in full.

Tracking

We will email you when your order is dispatched, with tracking details where they are available.

How your order is delivered

Large and heavy items such as boilers, cylinders, heat pumps and radiators may arrive on a pallet and are usually delivered to the kerbside. Please arrange for help to move them.

Please make sure someone is available to receive your delivery and that the vehicle can get close to the property. If a delivery cannot be completed, the courier or we will contact you to arrange another delivery.

Checking your delivery, damage and risk

Your 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.

See our Return and Refund Policy for what happens next, including your right to cancel as a consumer.

Supply only, installation and safety

We sell products only and we do not install them. Please check that a product is right for your property before you order, and read the manufacturer's installation instructions. If you need help choosing, call us on 0333 323 1738.

- Gas boilers and other gas appliances must be installed by a Gas Safe registered engineer.

Warranty

A manufacturer's warranty may apply, ask us for details.

Contact

If you have a question about your delivery, phone 0333 323 1738 or email sales@citiplumbing.co.uk.