Industry Terms of Sale and our general delivery guidelines. Payments All payments are made by credit or debit card. This gives you the satisfaction of the credit card company's guarantee. THIS APPLIES TO BOTH CREDIT AND DEBIT CARDS.   Delivery Days and times are given for guidance only and should be checked 48 hours prior to delivery. Approximate delivery times can be given on the day, but due to the distances cannot be guaranteed but we aim to arrive within ± one hour. Dedicated deliveries can be arranged but there is a very large premium for this service.   Delivery of Heavy Goods In order to keeps costs to a minimum we will need assistance on site to offload heavy items such as large shower trays or large baths. As we are not insured within the home goods can only be delivered to the door - an ideal situation is to a garage or outbuilding. Wherever necessary we will try to deliver to a ground floor area immediately adjacent to the offloading point but the delivery personnel are not authorised to negotiate stairs or long flights of steps. IF YOU HAVE ANY PROBLEMS PLEASE CONTACT US. If your delivery address is a Flat and you are not accessible immediately from the ground floor you will need personnel on site to accept delivery at the ground floor. If you are in a difficult traffic area such as London where parking is a problem you will need to make your own arrangements for transferring goods from the nearest parking area to the property. Two man deliveries can be arranged but the premium for this is usually £100+.       Delivery charges Charges are levied on the basis of access from a main road via a fully made up driveway. If you do not conform to this description please advise well in advance. There is usually a surcharge for remote or difficult deliveries and it may be in your interest to have the goods delivered to an alternative address such as the builder? IF YOU DO NOT HAVE A HOUSE NUMBER OR ARE IN A DIFFICULT TO FIND SITUATION PLEASE PROVIDE US WITH FULL INSTRUCTIONS AND DIRECTIONS. All deliveries have a set time of approximately 20 minutes to try to ensure that we do not disappoint other commitments. Any additional time may be charged so it is important to ensure that we are full apprised of the delivery situation. If your delivery area is a building site the delivery can only be made to the first dry offloading point.   Minimum order times Are given as guidance only but we will try to conform to the original estimate as closely as possible.   Delivery by own vehicles/personnel Most large goods are delivered by ourselves and have been inspected by ourselves prior to delivery. Detailed inspection of the goods is therefore not necessary except to ensure no obvious damage or defficiencies . Any obvious damage/defficiency must be notified within 24 hours. Any minor damage/defficiency must be notified within 3 days. It is also in your interest to inspect all the goods fully before installation so that any and all deficiencies can be rectified before installation takes place. Problems are surprisingly quite rare because of the care we take but following the standard guidelines ensures the minimum of difficulties. Defects are covered by the full manufacturer's guarantee but the industry ruling is that no goods will be replaced after they have been installed if they have a defect that would clearly have been noticeable on a proper pre-installation inspection. IF YOU FIND MULTIPLE DAMAGE/DEFFICIENCY AND DO NOT ADVISE AT ONE TIME THERE WILL BE A CARRIAGE CHARGE LEVIED ON ANY SUBSEQUENT ADVICES THAT WE ACCEPT. PLEASE REMEMBER THE GOLDEN RULE- ALWAYS INSPECT EVERYTHING BEFORE INSTALLATION AND ALLOW AT LEAST A WEEK BEFORE INSTALLATION FOR THE INSPECTION. YOU MUST ADVISE OF DAMAGE/DEFFIENCIES WITHIN 24 HOURS - NO CLAIMS WILL BE ACCEPTED AFTER THIS TIME   DELIVERY BY CARRIERS All goods must be inspected IMMEDIATELY on delivery. Indeed most carriers insist that goods are inspected directly on delivery and will not entertain any claims even if goods are signed for unexamined.   Goods on Order As our orders are processed very quickly and as we work on a J.I.T. (just in time) order system it is difficult to change any orders after 24 hours. In most cases there would be a charge especially where items need to be plated or modified such as whirlpools.   Return or refusal of goods Once goods have been ordered, a contact is in force between ourselves and the suppliers, and there is generally no possibility of cancellation at this point without incurring some penalties. Special goods such as shower enclosures, whirlpool baths, wood product etc., cannot be changed after order due to the individual nature of such goods. If goods are refused or returned for any reason other than obvious defect, and returned for replacement. there will be a restocking charge. This restocking charge is usually a minimum of 25%. More specialised goods such as whirlpool baths, are charged at 50%. Special order goods such as Merlyn and Schulte must be carefully ordered - if you have ordered the wrong handing there will be a restocking charge of 30% plus you will be liable for the redelivery and collection charge. Both of these companies will not accept return of any showers, even for exchange, if they have been unboxed. However, under the new Distance Selling regulations any non-personalised goods purchased on a retail basis carry the right to return the goods within 7 days of receipt. All costs incurred must be paid by the purchaser. Delivery and collection charges would be based upon the rate prevailing relative to the net value of the order after the goods have been returned. Goods must be returned in a fully salable condition and any goods not returned in a salable condition will not be accepted. TYPICAL LOW OR NO VALUE DELIVERY OR COLLECTION CHARGES small goods £49.95 large items such as baths £69.95 very large items such as steam cabins £99.95 Goods that are personalised and trade transactions, including all volume sales and self build transactions, are not covered by these regulation. All whirlpools. shower trays, gold or nickel plated items, and most furniture items are produced specifically to specification and therefore are exempt from these regulations.   Chargebacks Where a customer requests a chargeback from the card issuer which does not conform to the terms of sale, automatic recharge will take place at the notified time and a charge of £25 will be made for each recharge. Where a recharge is not possible a charge of £100 is made and the matter is immediately referred to a debt collection agency for automatic legal processing.     Specification of products   Your attention is drawn to the guidelines issued by various manufacturers regarding the specification of products and in particular it is well worth reading the 'HERITAGE CATALOGUE' which you should be able to obtain locally which contains a very comprehensive set of guidelines and information which can be extremely valuable. We have listed some of the more common observations here.     illustrations and descriptions of products can often change from a manufacturer's catalogue. If there are any specific aesthetics that have drawn you towards a specific model within a range it is well worth checking that there have been no cosmetic changes in the product. A typical case is bath panels and brassware which quite often have a change of supplier and therefore cosmetics although most manufacturers will try to keep unadvised changes to an absolute minimum. Unless a specific model name is quoted the product supplied will be of the general description e.g. offset corner bath. traditional lipped ceramic basins or other similar products are of a highly detailed nature and due to the very traditional way that pottery is made it is virtually impossible to ensure a completely flat, square product. It is therefore quite common to have variances of 15-20mm if seating on a vanity unit or vanity surface and this is dealt with by using a high quality silicone seal - we recommend Dow Corning. There is also a normal variance allowance in all other sanitary ware such as w.c.'s and vanity basins. Products will not generally be allowable for exchange if they fall within normal manufacturer's limits always check the height of the bath panel before fitting the bath. It is clearly unwise to fit a bath to an arbitrary height and then have to cut the panel. always refer to any instructions when fitting sensitive items such as baths and shower trays. if there items are not fitted properly this leads to leaks and instability which is very difficult to cure afterwards power showers must be given very special considerations as to proper installation as there may be considerable problems with a poorly installed power shower. If you have not been supplied with the full fitting instructions make sure you obtain a copy before installation takes place. cast iron baths - especially roll top baths - are made to a very traditional method which means they are virtually hand made and therefore cannot be made to a clinical specification. Small blemishes and surface texture variations are quite normal and indeed considered to be part of the rustic charm of the product. If you want a perfect surface don't buy a cast iron bath. acrylic baths are very easy to deal with. If you have accidentally marked the bath during installation or if there is a swarf drag across the bath from a whirlpool installation this can very quickly and easily be dealt with by the use of T cut or our favourite Duraglit wadding. Even scratches as deep as 3mm can be polished away very quickly. If you have experienced any markings on pottery or a metal bath, the use of a carborundum rubber can almost always eliminate or reduce this. A piece of material can be provided on request but many professional plumbers carry these in their equipment. shower trays must be fitted in accordance with the manufacturer's instructions and in particular, stone resin standard trays must be bedded in with mortar mix even if a platform is being made. The mortar also helps to smooth out any minor variances in the tray which is quite normal. You must achieve a square situation with regards to the tray and walls in order to ensure that the enclosure fits properly when sealing the shower enclousures always apply a clear seal outside at the tray edge - never inside otherwise the water collected in the profile will leak outside. ALWAYS USE DOW CORNING SEALANT when grouting a shower it is recommended to use EPOXY RESIN GROUT - it is essential to use this with a power shower. NEVER SKIMP ON MATERIALS - ALWAYS USE THE BEST AND INSIST THAT THE PLUMBER ALSO USES THE BEST. be careful with small cisterns with conventional UK cistern fittings. it is often necessary to fit the inlet valve to the left hand side if the lever is on the right otherwise the lever will foul the inlet mechanism some levers may require special wedges with small rounded cisterns. If the lever isn't fitting well it may be because a different lever such as a ceramic lever has been supplied but not the wedges. Colour matching these days is rarely a problem because the materials used have been developed to give the closest possible match to European standards even if they are widely varying materials. Most acrylic baths for example are made out of ICI acrylic sheet so that no matter whose name is on the bath it comes out as the standard colour for white, soft cream and pergamon. Older colours like ivory and champagne have generally been phased out because of colour perception. If you think you have a colour match problem it is generally because of some unusual colour or lighting in the room itself. Take the cistern lid outside if necessary to view under neutral conditions - you will nearly always find that the problem is ambient not product. Colour matching on wood products can be more sensitive especially with toilet seat. These are nearly always made out of a different material than the vanity unit or bath panel for example. It is well worth paying a little extra for the new MDF seats which come with a 10 year guarantee and are generally made to specifically match panels and units. When fitting furniture it is well worth checking out the expertise of your installer. Most plumbers have very rudimentary joinery skills and can make quite a mess of expensive furniture. Gold fittings must be handled with care and never cleaned with abrasives. Always use something like fairy liquid. Occasionally when gold is packed slightly damp you may experience some crusty surface finishes. This is almost always easily removed with a fairy liquid solution. With high quality plating techniques used today it is very rare to experience any problems with gold and all our gold plating is guaranteed for 5 years and the new diamond finishes are effectively guaranteed for the life of the product. Gold finishes on shower units are quite different and there are three types of gold available, anodised, polished gold and antique gold. Generally these are reflected in the quality and price of the product and only the antique gold finish will match the normal tap colours.  All products come with a manufacturer 's guarantee, the length and provisions of which are as determined by the individual manufacturer concerned. All manufacturers exclude 'consequentional loss'. ALWAYS REMEMBER THE GOLDEN RULE OF PLUMBING - CHECK EVERYTHING WELL BEFORE YOU START INSTALLING AND IF IN DOUBT - ASK   TRADE TERMS All goods sold on Trade Terms do not come under the DISTANCE SELLING REGULATIONS. Therefore no goods may be cancelled or altered after 48 hours without a cancellation charge. Usually the cancellation charge will be a minimum of 10% of the order value plus a £25 admin charge Reporting times for damage or deficienies are ABSOLUTE - no claims will be accepted for any damage or discrepancy after collection or after delivery. No returns of goods will be accepted unless agreed by the company. Minimum restocking charge of 25% will apply - personalised goods usually charged at 50%. Unwrapped goods such as shower trays etc will not be accepted.