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. After you have notified us that you wish to return your item, you then have a further 14 days to return the item(s).
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.
Returning an Order
You are eligible for a full refund within 14 days of receiving the item(s). To request a return, you must notify us by emailing email@example.com, stating your reason for return and quoting your order number as the subject. 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. Returns made after the 14 days will be refunded at our discretion.
You are responsible for the return of items and all associated costs.
Unless damaged, all items that are returned must be in their 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. If you need to reseal the item you have opened, it is important that you use clear tape to do so. If the returned items are in a re-sellable condition, then you will be refunded for the item(s). Please note that the refund excludes any delivery charges.
Please note, some items will be subject to a re-stocking charge. If this charge, 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.
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.
Returning Damaged Items
We use some of the nation’s most trusted shipping couriers, including Royal Mail and DPD. 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 firstname.lastname@example.org 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.