Last updated: 25 September 2026
 

Important: These Terms apply to consumers and business customers. Each participating Merchant is the  seller of the goods; Plumb Parts Xpress provides the marketplace and, where selected, delivery services.  Nothing in these Terms limits rights that cannot lawfully be limited. 
 

1. Who we are and how to contact us 

The website at www.plumbpartsxpress.com, the Plumb Parts Xpress mobile application and related  services (together, the “Platform”) are operated by PlumbParts Xpress Ltd (“PPX”, “we”, “us” or “our”), a  company registered in England and Wales under company number 15330376. 

Registered office and trading address: Prosper House, 18 Craig Hopson Avenue, Castleford, England,  WF10 5US. Website: www.plumbpartsxpress.com | Telephone: 0114 551 3090 | Email:  chat@plumbpartsxpress.com | VAT registration number: 454 7933 59. 

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2. About these Terms 

These Terms govern access to and use of the Platform, orders placed through it, and delivery or  collection services arranged through it. Please read them before creating an account or placing an order. By using the Platform or submitting an order, you agree to these Terms. 

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A “Consumer” is an individual acting wholly or mainly outside that individual’s trade, business, craft or  profession. A “Business Customer” is anyone acting for purposes relating to a trade, business, craft or  profession. A “Merchant” is the independent business identified as seller of the goods before checkout  and in the Order Confirmation. An “Order” is a request to buy goods from a Merchant and, where  selected, to obtain delivery services from PPX. 

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If you are a Consumer, your statutory rights apply in addition to these Terms and prevail if there is any  conflict. If Merchant terms are presented before checkout, they also apply to the Goods Contract; these  Terms prevail only in relation to PPX’s Platform and delivery services. 

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3. Eligibility, accounts and authority 

You must be at least 18 and legally capable of entering into a contract. You must provide accurate,  current and complete information and keep account credentials secure. 

If you use the Platform for an organisation, you confirm that you have authority to bind it. You are  responsible for activity through your account unless caused by our failure to use reasonable care. Tell us promptly if you suspect unauthorised access. 

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4. Our marketplace role and your contracts 

PPX operates an online marketplace connecting customers with independent Merchants and arranges  collection and delivery where selected. Unless the checkout says otherwise, PPX does not own,  manufacture or sell the goods. The Merchant identified at checkout is the seller and is responsible for  the goods, product information it supplies, statutory product obligations, warranties, returns and  refunds. 

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When an Order is accepted, two contracts may arise: (a) a contract between you and the Merchant for  the goods (the “Goods Contract”); and (b) a contract between you and PPX for selected delivery and  Platform services (the “Services Contract”). PPX may display listings, transmit orders, arrange delivery, facilitate payment, communicate about returns and approve or process refunds as the Merchant’s  disclosed agent. 

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Payment to PPX or its payment processor for the Merchant’s account satisfies your payment obligation to that extent. Merchants are independent traders, not PPX employees or agents. Nothing in these Terms  makes PPX the seller of goods where the Merchant is identified as seller. PPX remains responsible for its  own obligations and cannot exclude responsibility where the law does not allow it. 

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5. Product information, condition and installation 

Merchants supply product descriptions, images, stock information, compatibility information, prices and condition. We take reasonable steps to present that information accurately, but images may not show  exact colour, scale or packaging and manufacturer specifications may change. Check model, part  number, dimensions, rating, fuel type and compatibility before ordering. 

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Goods may be new, refurbished, reconditioned or used only where their condition is clearly disclosed  before purchase. The Merchant must disclose material limitations and any applicable warranty. 

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Plumbing, heating, gas, electrical and pressure-system parts can be safety-critical. Product listings and  Platform support are not a diagnosis, design service or substitute for manufacturer instructions or  competent professional advice. Installation, testing and commissioning must be carried out by a suitably qualified person and, where legally required, by a properly registered engineer. 

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6. Prices, fees and payment 

Before you place an Order, the checkout will show the total payable, including the goods price, VAT or  other applicable taxes, delivery charge, Platform or service fee and any other compulsory charge.  Consumer-facing prices include VAT where applicable. Business pricing may be shown exclusive of VAT  only where this is made clear and the VAT-inclusive total is shown before payment. 

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The Merchant sets the goods price. Where Xpress delivery is selected, PPX sets the applicable Xpress  delivery charge. Where Standard delivery is selected, the Merchant sets the applicable Standard delivery charge. PPX may charge customers a separately disclosed Platform or service fee. All compulsory  charges will be shown before you place the Order. 

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We may correct an obvious pricing error before acceptance and will ask you to confirm the corrected  price or cancel the affected item. Payment is authorised when you submit an Order and may be captured when the Order is accepted. If an Order is declined or cancelled, any uncaptured authorisation will be  released and any captured sum due back will be refunded to the original payment method, subject to  normal banking times. We do not store full payment-card details. 

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7. Placing an Order and contract formation 

The Platform lets you review and correct your Order before submission. Submitting an Order is an offer  to enter into the relevant Goods Contract and, where selected, Services Contract; it is not acceptance. 

The Goods Contract is formed when the Merchant accepts the goods order or PPX issues an acceptance  confirmation on the Merchant’s behalf. We will confirm acceptance in an Order Confirmation. Where  PPX delivery has also been selected, the Services Contract is formed when PPX accepts that delivery  service, which may occur at the same time or separately, including when a driver is assigned. 

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Before acceptance, the Merchant or PPX may decline or cancel all or part of an Order because of stock,  pricing or description errors, payment or fraud checks, Merchant availability, delivery capacity, address  or access issues, legal or safety restrictions, or events outside reasonable control. We will notify you and refund sums taken for any cancelled item or service. No substitution will be made without your  agreement. 

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8. Stock availability 

Stock levels are live estimates based on Merchant information and may change before acceptance. If an  item is unavailable, the Merchant may reject it, propose a substitution or accept the available items only. You may reject a proposed substitution. A partial Order will proceed only where checkout or your  subsequent agreement permits it. 

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9. Delivery and collection 

Available delivery options, charges and the estimated delivery window are shown before checkout.  References to delivery in as little as 20 minutes describe eligible Orders in suitable locations and  conditions; they are not a guarantee. Any time shown is an estimate unless the Order Confirmation  states that a deadline is guaranteed. 

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Delivery may be affected by traffic, weather, road closures, driver availability, Merchant preparation,  inaccurate location data, access restrictions and other operational events. We will provide updates  where reasonably possible. 

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You must give a complete address, accurate map pin, safe access instructions and a working telephone  number, and ensure that an authorised adult is available. You must disclose material site hazards. A  driver need not enter a property, unsafe area or restricted worksite. 

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Delivery is complete when the goods are handed to you or a person you identify, or left in a safe place  only where you have authorised this. A delivery photograph, one-time code, signature, GPS record or  other reasonable evidence may be used as proof of delivery. For Consumers, risk in the goods remains  with the Merchant until you or a person you identify takes physical possession. For Business Customers,  risk passes on completed delivery or collection, subject to any mandatory law. 

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If delivery fails because no authorised person is available, the address or pin is inaccurate, access is  unsafe or restricted, or you do not respond, we may return the goods to the Merchant. You may have to pay reasonable, disclosed redelivery or return costs, except where failure was caused by PPX or the  Merchant. For collection Orders, collection is complete when the Merchant hands over the goods to you  or your representative. 

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10. Changing or cancelling before delivery 

You may request a change or cancellation through the Platform or support. We cannot guarantee it once  the Merchant has accepted, prepared or released goods or once a driver has started the delivery. This  clause does not affect a Consumer’s statutory cancellation or goods rights described below. 

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If a Business Customer cancels after acceptance without a statutory right to do so, the Merchant and PPX  may deduct reasonable costs already incurred, including special-order, preparation, collection and  delivery costs, where those costs were disclosed or are otherwise lawfully recoverable. 

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11. Consumer right to cancel a distance contract 

If you are a Consumer, you normally have 14 days after the day you (or a person you nominate) receive  the goods to cancel the Goods Contract without giving a reason. For split deliveries, the period normally  runs from receipt of the last item, lot or piece. To cancel, tell the Merchant or PPX clearly before the  period expires. You may use the model form in Appendix 1, but do not have to.

 

The cancellation right does not apply where a statutory exception applies, including goods made to your  specifications or clearly personalised, goods liable to deteriorate rapidly, or sealed goods not suitable for  return for genuine health-protection or hygiene reasons once unsealed. Ordinary tamper-evident  transport packaging does not by itself remove the cancellation right. 

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After cancelling, return the goods to the Merchant using the stated process within 14 days. Unless the  Merchant agreed otherwise or the goods are faulty or misdescribed, you bear the direct return cost. You  may inspect goods as you would in a shop, but the Merchant may make a lawful deduction for  diminished value caused by handling beyond what is necessary to establish their nature, characteristics  and functioning. 

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The Merchant must refund the goods price and the cost of its least expensive standard delivery option,  subject to lawful deductions, within 14 days after receiving the returned goods or receiving evidence  that you sent them back, whichever is earlier. Extra cost for a premium delivery method need not be  refunded. Refunds will use the original payment method unless you agree otherwise and will not carry a fee. 

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Where you ask PPX to begin an Xpress delivery service during the 14-day service cancellation period,  checkout must obtain your request. If you cancel before that service is fully performed, you may owe a  proportionate amount for service supplied up to cancellation. You lose the right to cancel the Services  Contract after it has been fully performed only if performance began with your prior request and  acknowledgement that the right would then be lost. 

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12. Returns, faulty goods and refunds 

The Merchant is responsible for cancellations, returns, faults, misdescriptions, warranties and refunds  arising from its sale, except to the extent that the relevant loss or damage was caused by PPX’s delivery  failure. 

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You may start a request through the Platform or contact the Merchant identified in the Order  Confirmation. PPX may receive and assess return requests, obtain or transmit evidence, issue return  instructions, arrange collection, communicate with you and approve or process refunds on the  Merchant’s behalf. 

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Where the Merchant does not respond within the applicable timeframe under its arrangements with  PPX, PPX may determine the request using the information reasonably available. A dispute between PPX and the Merchant will not delay a refund that is legally due to you. 

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For Consumers, goods must be as described, of satisfactory quality and fit for any purpose made known  to the Merchant. Statutory remedies may include the short-term right to reject, repair or replacement, a  price reduction or final rejection, depending on the circumstances. Merchant policies and these Terms  do not replace or reduce those rights. 

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Report missing, incorrect, damaged or apparently unsafe goods promptly and retain the goods and  packaging. Photographs may help resolve the issue but are not an automatic condition of a statutory  remedy where other evidence is available. A broken delivery-bag seal does not automatically bar a  statutory remedy or Consumer cancellation right. 

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Business Customer returns are subject to the Merchant’s business returns policy presented before  purchase, except for rights that cannot lawfully be excluded. 

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13. Delivery problems 

Contact PPX promptly if delivery is materially late, missing, incomplete or damaged in transit. We will  investigate with the driver and Merchant.

 

Where PPX provides the delivery service, PPX is responsible for physical loss or damage caused by PPX  after recorded collection and before recorded delivery, and for performing its delivery service with  reasonable care and skill. The Merchant remains responsible for missing, incorrect, defective, unsafe or  inadequately packaged products and for its statutory obligations concerning delivery of the goods to a  Consumer. 

If an agreed delivery deadline was essential and missed, or a further reasonable deadline is missed, a  Consumer may have a right to end the Goods Contract. Any refund due will be made without undue  delay in accordance with applicable law. 

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14. Promotions, vouchers, credits and reviews 

Promotion-specific terms may apply and will be displayed with the offer. Promotions cannot be  exchanged for cash, may be withdrawn before acceptance, and may be limited by customer, account,  location, time or product. Withdrawal will not affect an already accepted Order. 

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Account credits and vouchers expire only where an expiry date and any material restrictions were  clearly disclosed when issued or purchased. Statutory rights concerning paid vouchers are unaffected.  Reviews must reflect genuine experience and must not be unlawful, misleading, abusive, defamatory,  infringing, incentivised without disclosure, or submitted to manipulate ratings. 

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15. Licence to use the Platform and acceptable use 

We grant you a personal, limited, non-exclusive, non-transferable and revocable licence to use the  Platform for lawful ordering and account management. PPX and its licensors own the Platform, brand,  software and content, excluding Merchant content and your content. No ownership rights transfer to  you.

 

You must not break the law, infringe rights, submit false information or impersonate another person;  interfere with security or operation; introduce malicious code; scrape at scale; reverse engineer except  where law permits; circumvent fees; misuse discounts; make fraudulent payment claims; harass  Merchants or drivers; or commercially exploit the Platform except under a separate written agreement. 

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16. Availability, changes and third-party services 

We aim to keep the Platform available but do not guarantee uninterrupted or error-free access. We may  maintain, secure, update or change the Platform. We will not materially reduce an already accepted  Order without your agreement, except where required for security, safety or law. 

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The Platform may use or link to payment processors, mapping services, app stores, Merchant sites and  other third-party services. Their own terms and privacy notices may apply. We are not responsible for  third-party services we do not control, but remain responsible for our own legal obligations. 

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17. Privacy, location and communications 

Our Privacy Policy explains how PPX uses personal data, including account, order, payment confirmation, location, device and delivery-tracking data, and how data is shared with Merchants,  drivers, delivery partners, payment providers and other service partners where reasonably necessary to fulfil orders, provide delivery, manage returns and refunds, prevent fraud and operate the Platform.  Our Cookie Policy explains cookies and similar technologies. 

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Operational emails, texts, calls and push notifications may be necessary to administer an Order.  Marketing communications are optional and can be withdrawn using the unsubscribe method provided.

 

18. Our responsibility to Consumers 

PPX is responsible for loss or damage a Consumer suffers that is a foreseeable result of PPX breaching  these Terms or failing to use reasonable care and skill. PPX does not exclude or limit liability where  unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent  misrepresentation, or breach of rights that cannot be excluded under consumer law. Nothing in these  Terms limits the Merchant’s statutory responsibility for the goods. 

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PPX supplies consumer services for domestic and private use. If a Consumer uses them for commercial  or business purposes, PPX is not responsible for business losses such as loss of profit, revenue, contracts,  anticipated savings, data, opportunity or goodwill, to the extent the law allows. 

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19. Our responsibility to Business Customers 

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or  fraudulent misrepresentation, breach of title, deliberate default, or any liability that cannot lawfully be  excluded or limited. 

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Subject to the previous paragraph, PPX is not liable to a Business Customer for loss of profit, revenue,  business, contracts, anticipated savings, goodwill, opportunity, production time or data, or for indirect  or consequential loss. PPX’s total aggregate liability arising from an Order will not exceed the greater of  £100 and the total amount paid through the Platform for that Order, to the extent reasonable and lawful. 

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PPX is not liable for a Merchant’s breach of the Goods Contract merely because PPX operates the  marketplace or acts as payment or communications agent. This does not affect PPX’s liability for its own  acts or omissions. 

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20. Suspension and termination 

You may stop using the Platform and request account closure at any time, subject to outstanding Orders,  payments, returns and legal record-retention duties. We may suspend or close an account where  reasonably necessary for security, suspected fraud, serious or repeated breach, legal compliance, non payment, safety, or protection of users, Merchants or drivers. Where appropriate, we will explain the  reason and provide a way to appeal. 

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Closure does not affect accrued rights, accepted Orders or provisions intended to continue, including  payment, liability, intellectual property, evidence, dispute and governing-law terms. 

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21. Events outside reasonable control 

Neither PPX nor a Merchant is responsible for delay caused by an event genuinely outside its reasonable control, provided reasonable steps are taken to minimise the effect and affected customers are informed. This clause does not remove a Consumer’s statutory rights, including rights relating to delivery  deadlines and refunds. 

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22. Changes to these Terms 

We may change these Terms for future use of the Platform because of legal, regulatory, security,  technical or business changes. We will publish the updated version and its effective date and give  reasonable notice of material changes where practicable. The version accepted when an Order was  placed continues to govern that Order unless a change is required by law or you agree otherwise.

 

23. Complaints and dispute resolution 

For goods complaints, contact the Merchant identified in the Order Confirmation and copy PPX where  the Platform provides that option. For Platform or delivery complaints, contact PPX using the details in  section 1. Include the Order number and relevant evidence. We aim to acknowledge complaints  promptly and respond within a reasonable time. 

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If a Consumer complaint cannot be resolved, we will provide the legally required information about any  competent alternative dispute resolution entity and state whether PPX is willing or obliged to use it. This  does not restrict the right to bring court proceedings. 

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24. General legal terms 

For Business Customers only, these Terms, the Order Confirmation and any Merchant terms presented  before checkout constitute the entire agreement concerning the Order. Each party acknowledges that it  has not relied on a statement not set out in those documents, but this does not exclude liability for fraud. 

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You may not transfer your rights or obligations without our written consent, which will not be  unreasonably withheld for a Consumer. We may transfer ours if this does not reduce a Consumer’s  rights. We will notify you of any transfer that materially affects you. 

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Except for a Merchant where a term benefits that Merchant, no person who is not a party may enforce  these Terms under the Contracts (Rights of Third Parties) Act 1999. 

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If a court finds part of these Terms unlawful, the rest continues. A delay in enforcing a right is not a  waiver. Contracts are concluded in English, and we will provide the Order Confirmation and these  Terms in a form you can save. 

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These Terms and any non-contractual obligations are governed by the law of England and Wales. If you  are a Consumer resident in Scotland or Northern Ireland, you also retain the protection of mandatory  law in your home jurisdiction and may bring proceedings in the courts permitted by applicable law.  Business Customers submit to the exclusive jurisdiction of the courts of England and Wales. 

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Appendix 1 - Model cancellation form 

To: the Merchant identified in your Order Confirmation, or PlumbParts Xpress Ltd, Prosper House, 18  Craig Hopson Avenue, Castleford, England, WF10 5US; email chat@plumbpartsxpress.com. 

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:  ____________________. Ordered on: __________. Received on: __________. Name of consumer(s):  ____________________. Address of consumer(s): ____________________. Signature (only if this form is notified  on paper): ____________________. Date: __________.