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Policies

Refund Policy

This policy sets out how returns and refunds work when you buy from London Plumbing Supplies Ltd. It sits alongside — and does not reduce — your legal rights.

Last updated: 23 September 2026

Your statutory rights

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not, you are entitled to a repair, replacement or refund. Where you buy online, the Consumer Contracts Regulations 2013 also give you a 14-day right to change your mind (see below). Nothing in this policy affects those rights.

Changing your mind (online orders)

  • You have 14 days from receiving your order to tell us you want to cancel.
  • You then have a further 14 days to return the goods.
  • We refund within 14 days of receiving the goods back (or proof you have sent them).
  • Items must be unused, in a resaleable condition and, where practical, in their original packaging.

Faulty or incorrect items

If an item arrives damaged, faulty or not what you ordered, contact us within a reasonable time and we will put it right at no cost to you — including return postage. Please keep any packaging and, if you can, send a photo to help us resolve it quickly.

What we can refund

  • The price you paid for the goods.
  • The standard outbound delivery cost (for full-order returns and change-of-mind cancellations).
  • Return postage where the item is faulty, damaged or sent in error.

Exceptions

A small number of items cannot be returned for a change of mind: products made or cut to order, and items sealed for hygiene or safety reasons where the seal has been broken. Your rights for faulty goods still apply. We will always tell you at checkout when an item is non-returnable.

How to return an item

  1. Email accounts@londonplumbing.com or call 020 3802 3275 with your order number.
  2. We'll confirm the return address and, where applicable, provide a prepaid label.
  3. Package the item securely and include your order number inside.
  4. We'll email you once your refund has been processed to your original payment method.

Refund method & timing

Refunds are made to your original payment method via our payment processor, Stripe. Once processed, banks typically take 3–5 working days to show the funds. We never charge a restocking fee for change-of-mind returns within the statutory window.

Contact

Questions about a return? Email accounts@londonplumbing.com or call 020 3802 3275. You can also read our Terms of Service and Delivery & Returns page.