Last updated: 25 September 2026 

Your legal rights come first. Nothing in this Policy limits rights that cannot lawfully be excluded. A  broken delivery-bag seal may help establish what happened after delivery, but it does not remove rights  relating to faulty, unsafe, misdescribed, damaged or incorrectly supplied goods. 

This Policy explains how returns, cancellations and refunds work for orders placed through the Plumb  Parts Xpress website or mobile application (the “Platform”). It should be read with our Terms and  Conditions and the Merchant information shown before you place an order. 

1. Who is responsible for the sale 
The independent merchant identified as the seller during checkout and in your order confirmation (the  “Merchant” or “Seller”) supplies the goods and is the contracting seller. PlumbParts Xpress Ltd (“PPX”,  “we”, “us” or “our”) operates the Platform and may provide or arrange delivery and related marketplace services. 

The Seller is responsible for the goods it sells and for cancellations, returns, faults, misdescriptions,  warranties, refunds and other product remedies arising from that sale, except to the extent that the  relevant loss or damage was caused by a PPX delivery failure. 

PPX is responsible for services supplied by PPX itself, including physical loss or damage caused by PPX  after recorded collection and before recorded delivery where applicable. PPX may receive and assess  return or refund requests, issue return instructions, arrange collection, communicate with you and  approve or process refunds on the Seller’s behalf in accordance with PPX’s arrangements with the Seller. 

Where PPX separately sells a product in its own capacity as seller rather than as marketplace operator,  the relevant order information will identify PPX as the seller. In that situation, references in this Policy  to the Seller mean PPX for that item. 
Seller details and applicable return instructions are available in the product or checkout information,  order confirmation, receipt or your order history. Please contact PPX Support if you cannot identify or  reach the Seller. 

2. Consumers and Business Customers 
A “Consumer” is an individual buying wholly or mainly outside their trade, business, craft or profession. A “Business Customer” buys wholly or mainly for business purposes. A sole trader may still be a  Consumer for an order that is mainly personal. 
Sections 3 to 7 explain Consumer rights. Business Customers should also read section 8. If there is doubt,  we or the Seller may ask for reasonable information about the purpose of the purchase. 

3. Cancelling before collection or delivery 
Ask to cancel through the Platform or contact PPX Support as soon as possible. We will try to stop  collection or delivery, but rapid fulfilment means this may not be possible. An automated  acknowledgement is not confirmation that cancellation succeeded. 

If the goods have already been collected or delivered, the return rules below apply. Refusing delivery or  leaving an order uncollected does not by itself cancel the contract; you should clearly tell PPX or the  Seller that you wish to cancel.

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4. Consumer change-of-mind cancellations 
Subject to the exceptions in section 5, a Consumer who buys at a distance may cancel without giving a  reason by notifying the Seller - or PPX so that we can pass the notice to the Seller - within 14 days after  the day the Consumer, or a person nominated by them other than the carrier, receives the goods. Special timing rules apply to split deliveries and regular deliveries. 

After giving notice of cancellation: 
 follow the return instructions and send or hand back the goods without undue delay and no later  than 14 days after giving notice; 
 take reasonable care of the goods and package them safely; and 
 keep proof of posting or handover until the refund has been completed. 

The Consumer normally bears the direct return cost if this was disclosed before purchase. The Seller  bears it where the law requires, including where goods are faulty or misdescribed, or where the  Consumer was not properly informed that return costs would apply. Do not send returns to PPX’s  registered office unless specifically instructed. 

The Seller will refund sums required by law, including the price and the standard outbound delivery  charge where applicable. Any extra amount paid for an enhanced delivery option need not be refunded  beyond the standard-delivery amount where the law permits. A refund is normally made to the original  payment method within 14 days after the Seller receives the goods or evidence that they were sent back,  whichever occurs first. 

A deduction may be made for loss in value caused by handling beyond what would reasonably be  allowed in a shop. Opening ordinary packaging only to inspect an item does not automatically remove  the cancellation right, although installation, use, contamination, damage or missing parts may reduce  the refund where the law permits. 

5. Exceptions to change-of-mind cancellation 
The statutory change-of-mind right may not apply to, among other things: 
 goods made to the Consumer’s specifications or clearly personalised, including specially cut or  configured items; 
 goods liable to deteriorate or expire rapidly; 
 sealed goods that are genuinely unsuitable for return for health-protection or hygiene reasons, once  unsealed after delivery; and 
 goods that, after delivery, have become inseparably mixed with other items. 

An exception applies only where its legal conditions are met. A Merchant or PPX delivery bag does not  turn an otherwise returnable plumbing or trade product into a hygiene-exempt item. These exceptions  do not remove remedies for goods that are faulty, unsafe, misdescribed, damaged or incorrectly  supplied. 

6. Tamper-evident delivery packaging 
Orders may be placed in tamper-evident bags or packages with a VOID security label to protect delivery  integrity. Please inspect the outside of the package on arrival and, where possible, report visible damage  or interference immediately. 
An intact seal can assist with a change-of-mind return and may help determine when loss or damage  occurred. Breaking or removing the delivery-package seal does not, by itself, amount to acceptance of every item and does not extinguish statutory rights. Product-specific seals may affect change-of-mind  eligibility only where a lawful exception applies or handling has reduced value. 

7. Faulty, damaged, unsafe, misdescribed or incorrect goods 
Consumer goods must be of satisfactory quality, fit for any particular purpose made known to the Seller  and match their description. Depending on the circumstances and timing, the Consumer may be entitled  to reject the goods for a refund or require repair, replacement, a price reduction or a final right to reject. These remedies apply regardless of the delivery-bag seal and are separate from any manufacturer warranty. 

Where the statutory short-term right to reject applies, a Consumer normally has 30 days from ownership or delivery to reject non-conforming goods; different periods can apply to goods expected to last less  than 30 days. After that period, the Seller will normally have an opportunity to repair or replace the  item. If that remedy is impossible, unsuccessful or not provided within a reasonable time and without  significant inconvenience, the Consumer may be entitled to a price reduction or final rejection. 

Please contact the Seller or PPX Support promptly and provide: 
 the order number and the item concerned; 
 a clear description of the issue and when it was noticed; 
 photographs or video where reasonably helpful, especially for transit damage or an incorrect item;  and 
 the remedy requested, if known. 

Photos can speed up an assessment but will not be treated as an absolute condition where they are  unavailable or inappropriate. Keep the goods and packaging until instructions are provided. Do not  install or continue using anything that may be unsafe; isolate it where this can be done safely and seek  suitably qualified assistance. 

The Seller remains responsible for missing, incorrect, defective, unsafe or inadequately packaged  products and for the product remedies and reasonable return arrangements required by law. Where  PPX has provided the delivery service, PPX is responsible for physical loss or damage caused by PPX  after recorded collection and before recorded delivery. PPX may investigate loss, misdelivery, transit  damage or other delivery issues and will coordinate with the Seller where responsibilities overlap. 

A remedy is not available for a problem caused by fair wear and tear, misuse, accidental damage after  delivery, incorrect installation, failure to follow instructions or a defect clearly disclosed before  purchase, except where the law provides otherwise. 

8. Business Customers 
Business Customers do not receive the statutory 14-day Consumer cancellation right. Change-of-mind  returns are available only if the relevant Merchant terms or a written agreement allows them. Eligibility, restocking charges, deadlines and transport costs may therefore vary by Merchant. 

Business Customers should inspect deliveries as soon as reasonably practicable and promptly report  shortages, incorrect items, visible damage or suspected defects. Any contractual notification period is  subject to applicable law and does not excuse fraud or prevent rights that cannot lawfully be excluded. 

9. How to request a return or cancellation 
To start a request: 
 use the Return button within My Orders in your Profile Settings or help option in the Platform, contact the Seller using the order details, or email PPX  Support;
 quote the order number, item, Seller and reason for the request; 
 wait for the return address, collection arrangement or other instructions; and  remove personal data from any smart or connected product, where safe and possible, before returning it. 

Do not return an item to a Merchant branch, driver or PPX office without instructions, as the location  may be unable to receive or identify it. This does not prevent a Consumer from giving a valid  cancellation notice within the applicable period. 
Where PPX refers a return or refund request to the Seller, the Seller is expected to inspect returned  products and respond promptly. If the Seller does not respond within the period required under its  arrangements with PPX, PPX may determine the request using the information and evidence reasonably available. 

10. Refund administration 
The Seller is responsible for funding refunds and other product remedies arising from its sale, except to  the extent that the relevant loss or damage was caused by PPX. 

PPX may receive and assess refund requests, issue instructions, arrange collection, communicate with  the customer and approve or process refunds on the Seller’s behalf. Where PPX or its payment provider  collected the customer’s payment, PPX may process the refund directly to the customer’s original  payment method. PPX may process a refund before receiving the corresponding funds from the Seller  where appropriate. 

A dispute between PPX and the Seller will not delay a refund that is legally due to the customer. Where  PPX pays a refund for which the Seller is responsible, PPX’s recovery of that amount from the Seller is a  matter between PPX and the Seller and does not affect the customer’s entitlement to the refund. 

Refunds for Platform payments will normally be made to the original payment method, subject to the  applicable payment provider’s processes and requirements. We will not require a Consumer to accept  store credit instead of a refund where the law requires money to be repaid. Bank, card and payment provider processing times after a refund has been issued are outside our control. 

Where PPX provides the relevant delivery service, PPX delivery charges will be refunded where  required by law, where the delivery service was not supplied as agreed, or where PPX otherwise agrees.  A delivery service already completed as agreed may be non-refundable to the extent permitted by law.  This does not affect any standard-delivery refund that the Seller must provide following a qualifying  Consumer cancellation. 

11. Manufacturer warranties 
A manufacturer warranty may provide additional assistance, but it does not replace legal rights against  the Seller. The Seller may reasonably ask to inspect an item or use an authorised repair process,  provided this does not cause significant inconvenience or unlawfully restrict the remedy. 

12. Abuse and fraud prevention 
PPX and Merchants may take proportionate steps to verify a return, proof of purchase, item identity and  condition. A request may be refused where there is reliable evidence of fraud, substitution, deliberate  damage or another lawful reason. Legitimate statutory rights will not be refused merely because a  delivery seal is broken or original packaging is unavailable.

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13. Cancellation wording 
A Consumer may cancel using any clear statement. The following wording is optional: “I give notice that  I cancel my contract for the following goods: [goods/order number]. Ordered on [date] and received on  [date]. Name: [name]. Address: [address].” Send it to the Seller or to PPX Support within the cancellation  period. A signature is needed only if the notice is submitted on paper. 

14. Contact and complaints 
For delivery help, return routing or difficulty contacting a Seller: 
PlumbParts Xpress Ltd 
Email: chat@plumbpartsxpress.com 
Telephone: 0114 551 3090 
Prosper House, 18 Craig Hopson Avenue, Castleford, England, WF10 5US 
Website: www.plumbpartsxpress.com 

For a product remedy, the Seller remains responsible for the product unless PPX is separately identified  as the seller for that item. PPX may nevertheless receive, assess, route and help resolve the request, and  may approve or process a refund on the Seller’s behalf. If a complaint is not resolved, Consumers may  seek independent advice from Citizens Advice consumer service or the appropriate service in Northern  Ireland. 

15. Changes to this Policy 
We may update this Policy to reflect changes to our services, Merchant arrangements or the law. The  current version and effective date will be published on the Platform. A change will not retrospectively  reduce rights that applied when an order was placed.