At Plumit, service is our number one priority! We are only happy if you, the customer is happy. Therefore, in the unlikely event that you are unsatisfied or have a problem with an order, we will always do our upmost to rectify your problems as quickly as possible.
Cancelling an Order
You have the right to cancel an order at any point before it is shipped, or up to 14 days after delivery. Once you have notified us that you wish to return your item, you then have a further 14 days to return the item(s). Unfortunately we are unable to take back unwanted item(s) after this period.
To cancel an order, you must notify us by emailing firstname.lastname@example.org
and quoting your order number as the subject. If the order has not yet been dispatched, then you will be entitled to a full refund. Please allow between 3-5 days for this to go through. If your order has already been dispatched, we will respond with the relevant return information. Please see ‘Returning an Order’
below for more information.
Please note, that Plumit Limited reserve the right to cancel any orders they receive. If this is the case, the customer will receive a full refund and will then be contacted by phone to be made aware of this.
Cancel after dispatch but before delivery is made
Once your order has been dispatched you may still cancel / reschedule your order but will incur the delivery cost. Please email email@example.com or call us on 01923 831 267 and you will be advised how to proceed.
Returning an Order
You are eligible for a refund of the product(s) ordered within 14 days of receiving the item(s)*. To request a return, you must notify us by emailing firstname.lastname@example.org
, stating your reason for return, quoting your order number as the subject and we may require a photo of your order to show that it is still in the original packaging and in resalable condition. We will respond to your email with all the relevant return information, including the return address. Please read this email carefully, as depending on your reason for return there may be different steps required.
Once you have received the relevant return information, you then have a further 14 days to return the goods. We advise sending them within the first 7 days, to allow for delays in transport and to ensure we receive your returned goods within the allocated 14 days.
You are responsible for the return of items and all associated costs.
Unless damaged, all items that are returned must be in their sealed original packaging and in a re-sellable condition. Most items clearly state the size and colour on their outer packaging. Please check this carefully before opening your items. We will not accept or refund any items that are damaged whilst in your possession or in transit back to us.
*Please note that the refund for in-stock items excludes any delivery charges and will be subject to a 10% re-stocking fee of the value of the item(s). Items that are delivered direct from one of our suppliers may be subject to a higher re-stocking fee. If this is the case, or any other additional charges, such as re-banding apply to your item(s), then you will be made aware when we send you the relevant return information by email.Returning Damaged Items
We will contact you when we receive your item(s). Once we are happy that it is in a re-sellable condition, we will process your refund. Please allow up to a further 7 days for your account to be refunded.
We use some of the nation’s most trusted shipping couriers, including DPD and Yodel. In the unlikely event that your item is damaged during transit, you have 24 hours from receiving your item(s) to contact us. If you do not notify us within this time frame, we can’t refund your purchase.
If you receive a damaged item, please contact us by emailing email@example.com
and quoting your order number as the subject. It is crucial that you provide images of the damaged item, from as many different angles as you see fit. Please also include your phone number in your email as we may need to explain the next steps in more depth.
Once damage has been confirmed, we will advise the next course of action, which may be to return the damaged item to us. If this is the case, we ask you to include, or email a photo of the receipt. The item(s) will be replaced free of charge or a replacement will be sent over and the cost of shipping refunded when we receive your item(s). Please note that we will only refund shipping costs at the standard rates.
If you discover a fault after the item has been fitted or installed, then we first recommend contacting the installer as they will be able to contact the manufacturers technical team for help regarding the matter. If you installed an item personally, then please contact the manufacturer’s technical team. We will be more than happy to help you get in touch with the right person if you are struggling.