Refund policy
Hartlepool Plumbing Supplies Ltd – Return & Refund Policy
Last updated: 2 September 2026
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We operate a 30-day return policy, giving you 30 calendar days after receiving your item to request a return. If you are a consumer, you also have statutory rights that sit on top of this policy – see Section 6.
At a glance
| Time to request a return | 30 calendar days from delivery (goodwill policy) |
| Statutory right to cancel | 14 days from delivery, consumers only (Section 6) |
| Cost of returning an item | Free – we provide a pre-paid label |
| Restocking fee | None |
| Refund method | Original payment method |
| Refund timescale | Within 10 business days of approval; within 14 days where you cancel under your statutory right |
| Faulty or damaged goods | Returned at our cost, always |
1. Eligibility & Return Conditions
No return fees. Returns are completely free of charge and free of restocking fees, provided the item is returned unused, undamaged and in pristine resalable condition, in its original packaging, with all instruction manuals, seals and component parts intact.
Deductions and non-resalable items. If an item is returned used, installed, worn, missing tags or packaging, or damaged in transit because it was inadequately repacked, a deduction may be made from your refund to cover the loss in commercial value, or the return may be rejected. This does not apply to items that are faulty or were misdescribed.
Proof of purchase. To qualify for a full, fee-free return, your item must be accompanied by the original receipt or proof of purchase, such as your online order number.
2. Non-Returnable Items & Exceptions
The following are excluded from our discretionary 30-day goodwill returns policy:
- Custom and bespoke goods – special factory orders, custom-made products, and piping or cabling cut to a custom length.
- Unsealed gas and electrical parts – gas valves, PCBs and electrical components where protective factory seals or anti-tamper labels have been broken.
- Sale and clearance lines – items bought on sale, at a clearance discount, or supplied as promotional gifts.
- Hazardous and perishable goods – chemical treatments, sealants, flux, hazardous liquids and flammable gases.
- Gift cards – store vouchers and gift cards are non-refundable.
Important. These exclusions apply to our goodwill policy only. They do not remove your statutory rights:
- Consumers keep the statutory 14-day right to cancel on sale and clearance items – see Section 6.
- If any item is faulty, misdescribed or not fit for purpose, your rights under the Consumer Rights Act 2015 apply in full, whatever category the item falls into.
3. How to Initiate a Return
Email info@hartlepoolplumbingsupplies.com with your order number, contact details and the reason for the return.
If your return is approved we will provide a pre-paid return shipping label at our cost, along with packaging and shipping instructions. Securely pack the item and send it to our main depot:
Hartlepool Plumbing Supplies Ltd
Unit 1A Cromwell Business Park
Whitby Street South
Hartlepool TS24 7LR
Where an item is bulky, palletised or oversized and cannot be collected under our standard label, we will confirm the collection arrangement and any carriage cost with you in writing before anything is booked.
Please note: items posted back without first requesting and receiving written return authorisation will be refused at our trade counter.
4. Damages, Transit Defects & Faulty Goods
Please inspect on arrival. Unwrap and check your package as soon as it arrives, especially fragile items such as ceramic sanitaryware, glass shower screens, mirrors and radiators.
Reporting window. If an item is defective, damaged in transit, or incorrect, please contact us within 48 hours of delivery by email (info@hartlepoolplumbingsupplies.com) or phone (01429 597737) so we can evaluate the issue and arrange an immediate replacement or full refund.
This 48-hour window helps us claim against our carriers and is not a limit on your statutory rights. Consumers keep the 30-day short-term right to reject faulty goods under the Consumer Rights Act 2015 – see Section 6.
Evidence. Clear photographs of the damaged product and the outer transit packaging will be needed to process a carrier claim.
Cost. Return carriage on faulty, damaged or incorrectly supplied goods is always at our cost.
5. Exchanges
The fastest way to exchange an item for a different size, finish or model is to follow the standard return process for your original purchase. Once your return is accepted, place a separate new order on our website for the replacement product.
6. Your Statutory Rights (UK Consumers)
The rights in this section apply in addition to the returns policy above. Nothing in this policy affects your statutory rights.
Your 14-day right to cancel. If you are buying as a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order for any reason within 14 days of the day you receive the goods. You then have a further 14 days to return them to us.
To cancel, email info@hartlepoolplumbingsupplies.com with your order number and a clear statement that you wish to cancel. You do not need to give a reason.
We will refund the price of the goods plus the standard delivery charge you originally paid, within 14 days of receiving the goods back – or within 14 days of you providing proof that you have returned them, whichever is sooner. Where you chose a delivery option more expensive than our standard service, we refund the standard rate.
Return costs on cancellation. For change-of-mind returns and statutory cancellations we provide a pre-paid return label at our cost, as set out in Section 3.
Faulty, misdescribed or unsatisfactory goods. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a 30-day short-term right to reject them for a full refund. After 30 days you are entitled to a repair or replacement, and to a refund if a repair or replacement is unsuccessful. Return carriage on faulty goods is always at our cost.
Exclusions from the 14-day cancellation right. The statutory cancellation right does not apply to goods made to your specification or clearly personalised – including custom factory orders and pipe or cable cut to length – or to sealed goods that are not suitable for return once unsealed for health or hygiene reasons. If an item is faulty, these exclusions do not affect your rights.
Business and trade customers. Purchases made in the course of a business are not covered by the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015. Trade returns are handled under the 30-day goodwill policy above and our Terms & Conditions of Sale.
7. Refund Processing Timelines
Warehouse inspection. Once we receive and inspect your returned item, we will email you to confirm whether the refund has been approved or rejected.
Refund. If approved, the refund is processed automatically back to your original payment method within 10 business days.
Bank clearing. Please allow up to a further 5 business days for your bank or card issuer to clear the funds. If more than 15 business days have passed since your approval confirmation, please contact us.
Statutory cancellations. Where you cancel under your statutory 14-day right, we will refund within 14 days of receiving the goods back, as set out in Section 6.
8. Frequently Asked Questions
Q: How long do I have to return an item?
A: 30 days from the date you receive your order to request a return under our goodwill policy. Consumers also have a statutory 14-day right to cancel from the date of delivery – see Section 6.
Q: Is returning an item free?
A: Yes. Approved returns are free of charge, provided the item is unused and in resalable condition in its original packaging. If an item comes back damaged, used or incomplete, a deduction may apply. Faulty items are always returned at our cost.
Q: How do I start a return?
A: Email info@hartlepoolplumbingsupplies.com with your order details and reason for return. Once approved, we send a pre-paid shipping label and instructions. Please don't post items back before contacting us.
Q: What items are non-returnable?
A: Under our goodwill policy: sale and clearance lines, gift cards, custom or personalised goods, custom-cut piping, unsealed gas and electrical parts, and hazardous or perishable goods. Your statutory rights still apply – see Sections 2 and 6.
Q: What should I do if my order arrives damaged or incorrect?
A: Inspect your package on arrival and report any transit damage, defects or missing items with photographs within 48 hours, by calling 01429 597737 or emailing info@hartlepoolplumbingsupplies.com.
Q: How long will my refund take?
A: After inspection and approval, refunds are issued to your original payment method within 10 business days, plus up to 5 days for bank processing. Statutory cancellations are refunded within 14 days of us receiving the goods.
Q: Can I exchange an item?
A: Yes. The fastest route is to return the original item and place a separate new order for the replacement.
Q: Where do I find delivery costs and timescales?
A: On our Shipping & Delivery Policy page.
9. Customer Support & Company Details
Hartlepool Plumbing Supplies Ltd
- Email: info@hartlepoolplumbingsupplies.com
- Telephone: 01429 597737
- Trade counter / address: Unit 1A Cromwell Business Park, Whitby Street South, Hartlepool, TS24 7LR
- Company registration: 09825246 (registered in England & Wales)
- VAT registration: GB 237 2937 88
Opening hours
- Monday – Thursday: 7:30 AM – 5:00 PM
- Friday: 7:30 AM – 4:00 PM
- Saturday: 8:00 AM – 12:00 PM
- Sunday & Bank Holidays: Closed