- Terms & Conditions of Sale
Terms & Conditions of Sale
Information About Us
www.cityplumbing.co.uk is a website operated by the Highbourne Group of companies, which City Plumbing Supplies Holdings Limited is a member of ("we", “us” or “City Plumbing”). Our registered office is located at Highbourne House, Eldon Way, Crick Industrial Estate, Crick, Northampton, United Kingdom, NN6 7SL.
The Highbourne Group of companies is Highbourne Group Limited (company number 06216887 and whose registered address is Highbourne House, Eldon Way, Crick Industrial Estate, Crick, Northampton, United Kingdom, NN6 7SL) and its subsidiary companies (as defined in s1159 Companies Act 2006) and any references to Group shall be construed accordingly.
These terms of sale (Terms) include our Group Sale Terms. If any part of our Group Sale Terms contradict these Terms, then these Terms will take precedence. These Terms apply to any orders you place through this website for products (Products) and any contract (Contract) we make with you in response to your order. You should print a copy of these Terms and our Group Sale Terms for your future reference.
Making a purchase
We list all our prices both exclusive and inclusive of VAT, where appropriate. Please note that all our prices are subject to change without notice, so please check prices carefully before placing your order. On rare occasions, we may accidentally list an incorrect price for a Product on our website. Where the Product’s correct price is less than the listed price, we’ll charge you the lower amount when processing your order. However, if the Product’s correct price is higher than our listed price, we’re under no obligation to provide the Product to you at the incorrect (lower) price, even after we’ve sent you an order confirmation e-mail. In this situation, at our discretion we’ll either contact you for instructions before dispatching the Product, or reject your order and notify you of this.
Next Day Delivery for ALL Customers:
Large baskets have free next day delivery if the products are stocked at your local branch. If they are not stocked at your local branch, our distribution centre will deliver your items at a cost of £20 ex VAT
Small baskets have free next day delivery on all orders over £50 ex VAT. Orders under £50 ex VAT will incur a cost of £5 ex VAT
Next Day Delivery is available on selected lines only, and is subject to stock availablity.
Account customers: Account customers receive free standard delivery on all orders.
Non-account customers: Standard delivery will be free on all orders over £50 ex VAT. Orders under £50 ex VAT will incur a cost of £5 ex VAT.
When and where we deliver
We deliver Monday to Friday (except Bank Holidays), between 7:30am and 5pm. We don’t make deliveries over the weekend. We deliver to all mainland locations in England, Scotland and Wales, and the Isle of Wight. We may be able to deliver to the Isle of Man, and some other remote locations, depending on the type of Products you’ve ordered. However, an extra charge will apply to these deliveries. Please note that we can’t deliver any Products to Northern Ireland. If you are based outside of the UK, you should make your own arrangements to have the order delivered to a UK address, collected from the UK or arrange for a delivery to be made outside of the UK.
To check whether we can deliver to your area, please call your nearest City Plumbing branch or our customer service team on 0330 678 0267.
All the Products within your order must be delivered to a single address. For security reasons, we must deliver to the cardholder’s address the first time you place an order, or when you use a different debit or credit card to pay for your order. After that, future deliveries can be made to different addresses.
Placing your order
You must accept these Terms in full before your order can be placed. We don’t knowingly sell to children, so you must be aged 18 or over to place an order with us. Our order process lets you check and amend any errors before submitting your order to us. Please take the time to read and check your order carefully at each stage of the process. Please make sure that you provide your correct phone number and email address when you place your order. When you place your order, this represents an offer to purchase Products from us. We’ll send you an email to confirm that we’ve received your order. However, this order confirmation email doesn’t mean that we’ve accepted your order (see below).
How to pay
You can only pay for Products ordered through our website by debit or credit card. We accept Visa and Mastercard credit cards, and Maestro, Delta and Visa Electron debit cards. We’ll take payment for your order, including delivery charges, from your debit or credit card at the time you place your order (unless you have received our prior express written (including email) agreement to any longer period for payment). However, this doesn’t mean that your order has been accepted and if we reject your order for any reason (see below), or we can’t supply the Products you’ve ordered, we’ll credit your payment card with a full refund where payment has already been made.
Accepting your order, your Contract with us and situations where we may have to reject your order.
Your order will be automatically accepted when we dispatch your Products, unless we reject your order (see below) and provided that we’ve received payment in full for the Products and any related delivery charges. The Contract between us is formed at the time we dispatch your Products. If your order is dispatched in more than one delivery or for more than one collection, each dispatch will form a separate Contract covering the Product(s) delivered or collected under that dispatch. Without affecting your Consumer Cancellation Right (see below), you can cancel your order for a Product at no cost, at any time before we dispatch that Product. However, if we’ve already cut or made a Product to your specific measurements, or personalised it for you in any other way, this right to cancel doesn’t apply. Before we’ve accepted your order, we reserve the right to tell you that your order has been rejected for any reason. In particular, all orders are subject to stock availability. We’ll tell you as soon as possible if we can’t supply one or more of the Products that you’ve ordered. If we can’t contact you about these out-of-stock Products, we’ll accept your order for the Products we do have in stock. If you’ve already paid for the unavailable Products, we’ll give you a refund for their purchase price.
Timescales for delivery
We’ll always try our best to meet the estimated delivery timescales we give you. However, we won’t be held responsible for any failure to deliver your order within the stated timescales, provided we deliver the Products within 30 days of receiving your payment, or within a longer time period if we’ve expressly agreed this with you. If we can’t deliver your order within this timescale, we’ll let you know and give you the opportunity to either wait for the Products or cancel your Contract. If you choose to cancel, we’ll give you a full refund including any delivery charges that apply. We strongly recommend that you don’t book fitters or tradesmen until we’ve delivered your order in full and you’ve checked it over. Please note that we can’t be held responsible for any charges made by fitters or tradesmen as a result of your order not being delivered, or because you didn’t check your delivery before booking their services.
Number of deliveries
We’ll always try to make one single delivery where possible, to minimise inconvenience. However, this may not always be possible. Where your order contains a mix of Products with different delivery lead times, the longest lead time will always apply to the entire order.
Receiving your deliveries
All deliveries must be received and signed for by a person aged 18 or over. If no one is available to take the delivery, we’ll call you to arrange a suitable date and time for redelivery. We may need to make an additional handling charge for this. If no one is available to receive the redelivery, we may cancel your order and refund your payment, minus any delivery and handling charges.
Click & Collect
5 minute click & collect on items in stock
We aim to ensure that click and collect orders placed before 3pm Monday-Friday, that are in stock at your nominated branch, are available for collection within five (5) branch trading minutes of our first email confirming your order number. Please check your selected branch’s trading hours as these may vary.
Items not in stock
You can still order items that are not in stock in your local branch for collection. We aim to make these available for collection within 2 working days.
Once your order has been placed you will receive an email confirming your order number. A second email will be sent to confirm when your order is available for collection. If you have chosen to collect Products from more than one branch then each branch will contact you separately to inform you that your Product(s) are ready for collection. Orders will be held for 1 working day from the time we send our e-mail to confirm that your order is available for collection. If you have not collected your order within this time frame you will be contacted by the collection branch. We reserve the right to automatically cancel and refund any orders not collected within 5 working days and the Product(s) will no longer be reserved for you.
We will try our best to meet the collection date and time estimates we give you but shall not be responsible for any failure to make the ordered Products available for collection within these stated time frames so long as we make the Products available for collection within 30 days of when we receive payment from you (or within any longer period we have expressly agreed with you). We will let you know if we cannot make your Products available for collection within this timescale, and give you the opportunity to either wait for the Products to be made available for collection or cancel your Contract. If you choose to cancel we will give you a full refund.
Faulty Products and Products delivered damaged
In the unlikely event that a Product is faulty, not as described or delivered damaged, your rights are set out in our Group Sale Terms. If you’re ordering Products from us as a consumer rather than in the course of your business, you may have additional legal rights and nothing in these Terms or our Group Sales Terms will affect these rights.
Please contact us if there’s an issue
If there are any issues with the Products you’ve ordered, please contact us straightaway so we can help. You can email us at firstname.lastname@example.org or call us on 0330 678 0267. Please have your order number to hand as well as details of the affected Product(s). If we offer you a refund, this will be credited to the card or account used to purchase the affected Product(s).
Statutory right to cancel if you’re a consumer
Consumer Cancellation Right
If you’re ordering Products from us as a consumer, you have a statutory right to cancel any online or telephone orders (excluding orders for bespoke or made-to-measure Products) and receive a full refund, including standard delivery charges. This is your Consumer Cancellation Right and it applies in addition to any other rights set out under these Terms and our Group Sale Terms.
How to exercise your Consumer Cancellation Right
To exercise your Consumer Cancellation Right, you must contact us at any time before the Products are dispatched or within 14 days of delivery or collection (depending on which method applies), starting on the day after your delivery is made or on the day after the Products are collected. If your order is delivered or collected in multiple instalments, the 14 day period starts the day after the last instalment is delivered or collected. If we receive your cancellation notice outside these timeframes, your Consumer Cancellation Right will not apply. Please also note that if you exercise your Consumer Cancellation Right after the Products have been delivered or collected, you’ll be responsible for returning the Products to us at your own cost and within 14 days of cancelling your order.
How to return Products that have already been delivered to you or collected by you when you’ve exercised your Consumer Cancellation Right
You can return any Products to your nearest City Plumbing branch, along with proof of purchase. Or, you can arrange for us to collect the Products by emailing email@example.com, or calling us on 0330 678 0267, with your order number and details of the Products you want to return. We’ll then arrange for the Products to be collected by our nominated carrier. Please note that our minimum charge for this collection service is 15% of the order value and may be more depending on your location and Product type.
Your refund when you exercise your Consumer Cancellation Right
We’ll refund your returned Products as soon as possible and no later than 14 days after receiving them back. The refund will be made to the debit or credit card you used to pay for the Products. Please note that we have the right to reduce the amount of your refund to reflect any decrease in the Products’ value that has resulted from the manner in which you’ve handled them.
Unless you have a Consumer Cancellation Right or faulty/defective Product any cancellations/returns and refunds are at our discretion. To enquire about cancellations and returns, please email firstname.lastname@example.org, or call us on 0330 678 0267 with your order number, postcode and phone number.
If we do accept a return of the Products, they must be returned in their original condition within 30 days of the date of delivery to you or within 30 days of the date of collection. You’ll be responsible for returning the Products to us at your own cost and we may deduct a restocking charge from the amount of your refund.
Cancellations and returns are subject to the terms stated in section 10 of the Group Sale Terms.
As of 5th October 2015 in line with Government legislation if you request a single use carrier bag when collecting your order then a 5p charge for each bag will be made by the collection branch, for more information please visit gov.uk/carrierbags.
Other important terms
If any part of these Terms is found to be invalid or unenforceable then, to the extent that it is invalid or unenforceable, the part in question will be treated as if it has been severed from these Terms. If this happens, the remaining parts of these Terms will continue in full force and effect. We reserve the right to make changes to these Terms in the future without giving notice. Any changes will be posted to this website and will take effect immediately. Therefore, you should read these Terms each time you access this website and before placing an order with us. These Terms and any Contracts shall be governed by and construed in accordance with English law and shall be subject to the exclusive jurisdiction of the English courts.
If you are not satisfied with your purchase please contact us at email@example.com or by telephone on 0330 678 0267. We will try to resolve any issues that you have as quickly as possible. If you are a consumer who purchased online and remain unhappy with our final response, you may access the European Commission's Online Dispute Resolution Portal available at http://ec.europa.eu/consumers/odr/
(Last Updated June 2020)