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Delivery Terms

Delivery Information 

Delivery and returns information for online orders only.
Standard Next Day Delivery Areas
   -  There will be no delivery charge for collection from any one of our stores.
   -  Next Day Delivery to your address is free on all orders over £75*.
   -  For orders under £75* a £5.99 delivery charge applies.
   -  The majority of products are available for next working day delivery (subject to the product ordered being in stock and the order being placed by 1.30pm).
   -  If the product is not available for next day delivery/collection, it will be stated.
   -  If the product is out of stock, you can still order it and we will contact you to inform you of the expected delivery date.
   -  The standard method of delivery will be kerbside only. Our drivers will not remove or take away packaging. Please note with larger deliveries the driver may need assistance unloading the item.
   -  For Bulk Deliveries we offer palletised deliveries at special rates – please call 0800 197 7170 for bulk pricing 
* Including VAT.

Areas excluded from Standard Next Day delivery

We cannot guarantee Next Day Delivery for products over 50kg. Areas excluded from Standard Next Day Delivery include:

Northern Ireland, Scottish Highlands, Islands, Offshore and Remote Areas. 

For costs of excluded areas please refer to the non-standard delivery section as shown in the basket or call our customer service centre for the premium delivery cost on 0800 197 7170.

In remote locations, some postcodes are not recognised by our delivery partners. In such cases a member of our team will be in touch.

Excluded Delivery Areas

Unfortunately, due to our service capacity, we are unable to fulfil orders to the Channel Islands.

If you have a question, or would like more information on these delivery terms please do not hesitate to contact our lovely customer service team on 0800 197 7170.

Non-Standard Delivery Areas

Customers wishing to have items delivered to outside of the UK mainland, remote areas or the Scottish Highlands may incur a higher delivery cost. Delivery time may also be longer than stated for some areas. Please place your order and we will contact you within one working day to discuss delivery options and associated costs. If you are not happy with the delivery charges we quote, you may cancel the order and get a full refund.
The following postcodes do not qualify for free delivery, but we will endeavour to get the cheapest possible delivery charge for you if you live in any of these areas:

IM, AB31-38, AB41-45, AB51-56, BT, IV30-32, PA22-27, PA30-35, PH1, PH10, FK19-21, HS, IV*, KA27-28, KW, PA20-21, PA28-29, PA36-38, PA41-49, PA60-78, PH, ZE

Working Days

A working day is defined as Monday - Friday. Please note that weekends, bank and public holidays are excluded.
Orders placed after 1.30 pm are likely to be processed the next working day - delivery will therefore be two working days after the order is placed in this instance. For example, an order placed after 1.30pm on a Friday will be available on the following Tuesday.

Customer Service Availability

Our customer service team are available; 

Mon-Fri             8am - 6pm
Saturday           9am - 12pm
Sunday and Bank Holidays     Closed

Delivery Address

If you would rather your order be delivered to an address which is different from your billing address, please indicate this during checkout.

Issues with Delivery

If there are any issues with the goods you order, for example: If you have ordered more of a product than we have in stock, we will contact you within one working day to discuss the options. We may deliver the order in two parts as appropriate to your requirements.

Incorrect Address

If the address is incorrect, the package will be returned to the delivery depot. Please check your delivery address carefully when placing an order. If you suspect this has happened, please call our team on 0800 197 7170 and we will resolve the problem for you.

Other Address Issues

We are unable to deliver to Post Office Boxes as we require signatures upon delivery of the goods.

Failed Delivery Attempts

If delivery is unsuccessful due to you being unavailable, we will leave a card and contact number for you to re-arrange delivery.

Returning Goods

Customer satisfaction is our highest priority, so we have made our returns process simple:

Priority Plumbing offers a 30 Days Peace of Mind Returns Policy. Items should be returned unused, in a saleable condition, with their original packaging and with all component parts and any promotional items.

1. Simply call our customer service team on 0800 197 7170 to let us know you want to return an item. Complete the returns slip (that arrived with the delivery)

2. Return your products to our warehouse address - Priority Plumbing Barking, London Works, Ripple Road, Barking, IG11 0SY. You can also return your product to any Priority Plumbing store, remembering to bring your original order invoice. 

Please see our Store Locator for details of your local Priority Plumbing store.

Returns of unwanted goods will only be refunded if they are in their full original packaging and entirely fit for immediate resale without having to be repackaged. If this is not the case, and you still wish to return the product and receive a refund, you will be charged a restocking fee of 25%.

If the product is faulty we offer a full refund and cover postage. If the product is unwanted you must cover postage costs.

This does not affect your consumer rights.

Products with return, credit or refund restrictions

Boilers

Boilers which have had the product box/packaging opened cannot be returned for refund or credit.
If you have opened the product packaging after delivery or collection for the following products your right of cancellation does not apply. The following goods are not suitable for return due to health protection, safety or hygiene reasons:

Paint

We aim to fulfil all orders without any product damage. However, if superficial damage is sustained during transit, we are unable to refund or exchange on certain products. This includes goods such as paint, which is tinned to protect the product in transit. Any dents, scratches or scuff marks where the seal remains closed with no leakage will mean that the product inside is intact, in good order and therefore, delivered as such.

Toilet Seats

Sanitary ware

Water Pumps

Macerators

Refunds for Faulty or Incorrectly Delivered Goods

If the goods are faulty or we have delivered the incorrect product, you will be refunded in full, including any delivery charges.
Please call us on 0800 197 7170 if you need to report either to us.

Refunds for Unwanted Goods

If you have decided that you do not want the goods that you ordered and it is within 30 days of you receiving your order, any refund given will not include delivery charges.
If you have any questions please call our customer service team on 0800 197 7170.
Your statutory rights are not affected by this guidance.

Faulty Goods

We offer a 30 day faulty goods returns policy. If you find a product(s) to be faulty within 30 days of receiving the item(s) please contact our customer service team on 0800 197 7170 to discuss the fault.

  1. Simply call our customer service team on 0800 197 7170 to let us know you want to return an item. Complete the returns slip (that arrived with the delivery)
  2. Return your product to a Priority Plumbing store, remembering to bring your original order invoice. Please see our Store Locator for details of your local Priority Plumbing store.

When returning a faulty product please make sure that you return all component parts and any promotional items received. You should also enclose your invoice and returns slip. You can get a copy invoice by calling our customer service team on 0800 197 7170.
If you purchased the item more than 30 days ago, our aim is to get the problem put right as quickly as possible. In most instances we will replace the item with the same or an equivalent model under the manufacturer’s guarantee (where the manufacturer’s guarantee still applies).

General Refund Terms

Failure to supply the correct documentation to us may delay any exchange or refund or result in goods being returned to you.  
If a partial refund is required on an order which qualified for a discount, you may no longer be entitled to the discount. In this case, the refund will be calculated based on the full price of the items not returned.

Cancellations

You can cancel your order before dispatch by contacting our customer service team on 0800 197 7170. If your order has already been dispatched, a refund cannot be issued until the goods are returned to us. Items should be unused, in a saleable condition, with their original packaging and with all component parts and any promotional items enclosed.

Statutory rights

Your statutory rights are not affected by this guidance.

Disclaimer

We deliver through national parcel and pallet carriers and once your order has left our hands we cannot absolutely guarantee timely delivery. As such please do not organise works in the short-term which are dependent upon timely delivery. We do not accept contingent costs associated with delayed works.