Returns Policy

Change of Mind

NorthWestPlumb is pleased to offer a 30-day return policy giving you peace of mind in case you need to return an unwanted item.

If you change your mind about the product when you receive it, you can notify us any time within 30 days and return it at your own cost for a full refund. Any refunds will be made within 14 days of receiving your returned item. You are expected to cover the cost to return the item and your initial charge will be refunded if the order is returned in full.

Please note, should you wish to return any items, the packaging will need to be returned in the condition it was delivered in. Failure to do so may result in deductions from your refund or your refund request may be refused.

To proceed with your return please manage your order here.

Faulty Goods

If any product purchased from us, that is not supported by field engineers (see below), develops a fault within the first 12 months of use we will refund the cost of the goods and the delivery charge, please manage your order here to process this.

Products Supported By Field Engineers

Some major brands operate their own field engineer service and will not accept returns unless one of their engineers has visited and confirmed that it is the product that is faulty (not the installation). This applies to Saniflo, Mira, Triton, Aqualisa, Stuart Turner, Salamander, Insinkerator, Grundfos, Ideal Boilers, Vailliant Boilers and Flavel Fires. Returns will not be accepted for these brands unless an engineer has confirmed the fault.

Damaged On Arrival

In the unlikely event that your order is damaged on arrival then please follow the procedure below.

Please inspect the goods as soon as possible after the delivery to ensure they are as per your order. Please check the goods to confirm they have been received in good condition. We need to have been contacted within 7 days of delivery to advise of any damage. Any delay in reporting any problems to us could affect your right to a refund or replacement.

If someone else is signing for the goods on your behalf you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check. You agree to indemnify us in full for any losses we suffer as a result of you or your agent accepting goods and signing a delivery note without thoroughly checking the goods for damage. Please manage your order here to process this.

The address for all returns is as follows:

NorthWestPlumb Returns Centre

System house
rose grove lane
burnley
bb11 5aa

Please ensure the item is well packed as we are unable to provide refunds for products that are returned to us damaged.

Please ensure you have arranged a returns number prior to visiting the warehouse. Please also be aware this is a warehouse and you will not be able to view any products.