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Terms and Conditions
Terms & Conditions
By making a purchase on www.tapwarehouse.com, you confirm your acceptance of these terms & conditions. Please read them carefully. To order goods through this website you must be at least 18 years of age and able to accept delivery within the UK.
1.) Description of Goods
All images, descriptions, specifications and advertising on our site are intended to give an approximate description of the goods. We endeavour to provide product descriptions that are correct, but we advise that you seek technical advice from your qualified installer prior to commencing installation. We will not pay compensation for installation costs that have been incurred due to errors in description of goods listed upon this site. It is your responsibility to inspect the item you have received and ensure it's suitability prior to commencing installation.
Please note that plumbing materials and sizes may vary. Pipework, for example, may be copper or plastic, and connections may be 22mm, 15mm, push-fit, threaded and so on. It should be noted that it would be prudent to check prior to purchase that the connections required or included with any product sold on our website are suitable for installation to your specific plumbing supply, especially if a 'retro-fit' installation is intended, and existing products are tiled in. We will not be responsible for costs incurred if plumbing modifications are required.
2.) Timescales & Delivery
PLEASE DO NOT ARRANGE FOR INSTALLTION OF YOUR GOODS UNTIL THEY HAVE BEEN DELIVERED & CHECKED FOR DAMAGE.
We will not compensate you for missed appointments due to delays or damages. It is your responsibility to order items in good time and ensure they are undamaged and free from visual defect prior to engaging with an installer.
We pride ourselves in having the UK's largest online offering of taps and showers. Some of our products are not kept in stock and need to be specially ordered for you. We aim to ship orders within 5 working days of receipt of order (although orders of products held in stock are generally shipped much sooner). If your order is not due to ship within 5 working days, we will endeavour to notify you by email or telephone where provided, and give you the option to wait, switch to an alternative product, or cancel your order and receive a refund. Goods are subject to availability and delay in delivery of goods is sometimes outside of our control. We accept no liability whatsoever in respect to late deliveries, and we strongly recommend that you do not book any plumber or installer to commence work before you are in receipt of the goods and have checked them over.
3.) Payment & Price
We are entitled to make adjustments to the price to take account of any increase in our supplier's prices or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong. All goods must be paid for on completion of order, and all funds must be cleared prior to shipping. We accept most major credit and debit cards, including Visa and Mastercard. We may accept other forms of payment, including Cheques, BACS, PayPal amongst others, but only at our discretion prior to order.
4.) Delivery Charges
Estimated delivery charges are listed on each product page and the basket. An exact cost to your delivery address will display in the checkout to take in to account outlying areas of the UK and international deliveries. Deliveries to Northern Ireland, Scottish Highlands and Islands and some remote areas of the country will incur a surcharge.
Our Returns Policy
We know that ocassionally that spur-of-the-moment purchase just isn't what you hoped for. We offer the following:
• 14 Day Money Back Guarantee
• 90 Day Product Exchange
So should you decide you don't want a product, you have 14 days from the delivery date to return it for a full refund. We ask that you ensure the item is unused, in its original packaging, uninstalled, and suitable for re-sale. Please contact our customer care team to authorise a return. Also, when sending it back to us, please ensure you do not write or stick anything on the product box itself. Please note that we do not cover the cost of returning unwanted goods.
Alternatively, even after the 14 day returns period, we can still help you exchange your product for something else up to 90 days after the delivery date. Perhaps you've had a rethink about your bathroom, or its only after your installer has arrived that you have realised that you have selected the wrong items. All is not lost! We can't offer a monetary refund, but we'll be happy to take your unused, uninstalled, boxed items back as a credit against an alternative. Simply call us, or let out customer care team know, and we'll be happy to assist. Once again, we do not cover the cost of sending back your unwanted item for an exchange.
Please note: We may not be able to cancel or take back 'special' or 'bespoke' orders, including but not limited to:
- Gold-plated products (generally these items will have been plated on request after your order)
- Schneider mirror cabinets from Switzerland (these items have been imported in especially for you)
- Toilet seats removed from their packaging
- Radox Quartz glass radiators with custom printed images
If you are looking to cancel or return one of those items, please contact us on 0845 900 3230. We reserve the right to refuse cancellation of the order or charge a restocking fee equal but no greater than our costs incurred due to the cancellation or refund.
We check fragile items prior to dispatch, and package them to ensure the highest likelihood of a safe arrival. However, there is always a chance fragile items may be damaged during the delivery process.
Please carefully inspect your items either during delivery (if it is a palletised delivery), or shortly thereafter. All visual damage must be reported to us by phone or email within 2 working days of delivery. Palletised orders should be checked before signing for as you are signing for them 'In Good Condition'. Failure to provide notification of transit damage under these conditions will mean we are unable to process a refund or replacement. We recommend taking photos of any damage. This will help us to resolve the situation as quickly as possible.
This policy does not apply to items that have a manufacturing defect or non-visual fault.
If you have an issue with a product purchased within the last 12 months, please contact us by phone or email. Please do not send an item back to us without first speaking with our team. We will endeavour to resolve manufacturing defects and faulty goods as quickly as possible.
If a product is defective, please let us know at the earliest opportunity. If the fault is one that can be seen or shown, photos or videos will help us to identify the problem, and offer a solution, or if required dispatch a replacement.
Sometimes it may be possible to resolve a problem by offering technical advice over the telephone or by email. We may also instruct the manufacturer to contact you directly as their technical team will be best-placed to either resolve an issue, or determine if a fault is present.
Due to the technical nature of the products we sell, and factors such as water pressure, electrical supply and the requirement for professional installation; depending on the type of fault reported, it may not be immediately evident whether the product is faulty or if the problem lies with the installation or the domestic environment. We reserve the right to collect and test the item, either ourselves or externally, to ascertain the cause of a purported fault. This process may take up to 28 days, although we will always aim to act as quickly as possible.
Obvious faults where testing is not required will be refunded at the earliest opportunity once an inspection can be made and the fault confirmed. At this point we will act upon your instructions by refunding or exchanging.
Within the stated returns period - If once an item has been tested, and it is determined that a fault is not present, you will be liable for the cost of the collection and any subsequent redelivery costs should you require the item to be returned. If you do not require the item to be returned to you, we will recover the costs of collection from the price of the goods and refund the appropriate purcase price if the item is in a resellable condition and has not been installed. If the item is deemed not to be faulty, and is not in a resellable condition, we will be unable to offer a refund and you will be liable for any costs incurred in the collection and testing of the goods, and any costs incurred in sending the item back to you.
Outside of the stated returns period - If a fault is not present once tested, we may refuse the refund and send the goods back to you at your cost. You will be liable for the cost of collection of the goods.
Faulty products purchased more than 12 months ago are usually covered under the manufacturer's own guarantee, as advertised at point of sale.
6.) Warranties & Liability
We warrant to you that all goods will be of satisfactory quality and fit for their normally intended domestic purpose. All Tap Warehouse products carry a minimum 12 month warranty. Any guarantees that exceed 12 months are provided by the manufacturer, and not by Tap Warehouse, and any problems that occur outside of this 12 month period should be taken up directly with the manufacturer. We will, at our discretion, help you get in touch with the manufacturer by acting on your behalf, or passing on details.
Our liability for losses you suffer as a result of us breaching this agreement is limited to the purchase price of the Product and any losses which are a foreseeable consequence of us breaching the agreement. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us. This does not limit in any way our liability for death or personal injury. We are not responsible for the following losses where they are suffered by you in relation to a business:
a.) Indirect or consequential loss, including but not limited to any loss resulting from the cost of plumbers, contractors, or anyone else involved in the installation of the products.
b.) loss of business, revenue, profits, contracts, anticipated savings, data, management or office time.
All products should be installed by a qualified professional. We do not recommend attempting the installation of bathroom and kitchen items without holding the current, relevant qualifications due to the inherent technical nature of the products. It should be noted that installation by an unqualified individual may invalidate manufacturer warranties, so it is imperative that you check the terms and conditions of the manufacturer before proceeding with 'DIY' installation. Neither Tap Warehouse nor the manufacturer can be held responsible for any costs incurred as a result of installation by unqualfied individuals.
7.) Water Pressure
The nature of the products sold by Tap Warehouse (bathroom and kitchen taps, showers etc) are subject to various water pressure recommendations (amongst other recommendations) by the manufacturers. Where possible, these are stated on our website. It is your responsibility to ensure that the products you have ordered are suitable. We strongly recommend that you seek professional advice before installation, as we will not take back products after they have been installed.
8.) Entire Agreement
These terms and conditions represent the entire agreement between us in relation to the subject matter of any contract, and supersede any prior agreement, understanding arrangement between us (you, the customer and Tap Warehouse), whether oral or in writing. We each acknowledge that, in entering into a contract, neither of us has relied on any promise or representation given by the other, or implied from anything said or written in negotiations prior to such contact.
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