We pride ourselves in supplying top quality goods at great value – and we like to think our reviews prove this. However, sometimes things just don't go to plan and we understand that people change their minds, or things can happen once an order has been placed.
In the unlikely event that you are not satisfied with your purchase for any reason, you have the right to cancel your order. As per the Consumer Act 2015, you have the right to cancel an order, which starts the moment you place your order and doesn't end until seven working days from the day after you receive your goods.
To cancel you must give written notice by telephone or email to sales@tradeprices.com or on 02922 679 749, giving details of the order number and goods ordered. Please note that any special orders or made to order items cannot be cancelled.
Please ensure any goods being returned are packaged adequately to keep them safe on their journey. Unfortunately any items received that are damaged, taped up in a non sellable condition or not packaged correctly will not be subject to additional courier costs and restocking charges.
PLEASE NOTE WE WILL NOT ACCEPT ANY RETURNS NOT IN ITS ORIGINAL PACKAGING.
Examples of what is NOT accepted as a return.
Once you receive your items, please do not store them away for later inspection, as if any goods received are damaged, faulty or incomplete, you must notify us within 7 days of delivery via email or telephone, quoting your TP number for reference.
Please open each box and check thoroughly for damages. If we are notified within the given time frame, we will then organise a replacement and collection. In any situations in which customers have adhered to terms and conditions, yet have received goods that are incorrectly supplied or damaged in transit.
Tradeprices will replace goods free of charge, provided it is damaged on delivery and is within out 7 day period.. Please note that in some cases, a courier will refuse to collect and we will be unable to organise a collection, for example in the case of broken glass or pottery.
Please note we do not recommend return of orders containing fragile items such as, Glass, Pottery or furniture via DPD or an y small parcel delivery service as your claim for a return will most likely be declined or damaged in transit.
Upon signing, responsibility for these products passes on to you, and any risk of damage or loss is assumed by the purchaser. We are not responsible for any goods received or unpacked by anyone other than the purchaser, so please ensure that person is present to check and sign for the goods at the supplied delivery address.
Please do not fit any damaged goods, as we will be unable to replace or refund damaged items which have been installed. If you find your goods are damaged, please get in touch with us and we'll do our best to help.
All damaged goods, wherever possible, must be returned in their original packaging, any packaging removed or if the product has been installed, we reserve the right to refuse any exchange or refund if the product is not damaged or faulty.
Please be aware that we allow upto 7 days to replace missing or broken items as some items can quickly become out of stock. Please understand it is your responsibility to check all delivered and signed for items within this time. Delays in delivery or plumbers should NOT delay you from checking all items and informing us within the above 7 days.
Please be aware that we cannot be held responsible for any loss or damage incurred due to errors made by the purchaser during checkout, for example entering incorrect address details, ordering the incorrect product so please ensure all information is correct before processing your order.
If you fail to take delivery on the date agreed, then we reserve the right to charge for any subsequent deliveries.
We advise against booking any installers, or engaging in preparatory work until full receipt and inspection of your goods, and will not be liable for any tradesperson costs, consequential loss or compensation in any way. Delivery timescales are given as estimates in good faith, but cannot be taken as precise or exact information.
We will not liable for any plumbers costs, consequential loss or compensation in any way.
Please note: we are unable to accept cancellation at any stage if any item is ordered with any Made to Order, personalised or items custom manufactured to your specification.
Damaged or faulty items:
After arrival we ask that you remove all the packaging, including any protective films on the items and complete a full inspection within the first 72 hours. If any damage is found on this inspection we need to be notified right away. Please advise us of the details via email and send photos to highlight issues if possible.
If a replacement is required we may require the faulty item to be returned before dispatch of new goods or on some occasions we can arrange to collect at the same time as replacement is delivered. We understand that smaller damages, i.e hairline cracks, corner chips, may not be found until installation however, we do need these to be reported to us within 7 days of arrival.
If items are being stored after arrival for any period of time before use, they are your responsibility. We can not be held responsible for any damages that occur between arrival and being installed so it is imperative we are made aware of any faults or damages within the first 72 hours of arrival.
Palletised items
All goods must be checked by yourself or the person accepting the delivery on your behalf on delivery. We ask that you sign the delivery note UNCHECKED as simply signing the delivery note alone is confirming to us that you have accepted the items in good condition with no visible signs of transport damage. If any signs of visible damage is noticed, it is important not to sign and to refuse delivery. After arrival we ask that you remove all the packaging, including any protective films on the items and complete a full inspection within the first 7 days.
If you change your mind about any item sent on a pallet it is your responsibility to return these. We strongly advise using a tracked and insured method of postage to cover yourself against transport damages. Please note that no refund will be issued for the original delivery charge of all non faulty palletised orders. Non faulty returns after 14 days will not be accepted. We aim to process all returns within 10 working days of their arrival back to us.
Non faulty items
On cancellation for any reason, the costs of returning the item to us are your responsibility. You are also responsible for arranging the return, including palletised items.
You are responsible for making all necessary arrangements to take collection of your order, including having appropriate manpower to take delivery for large/heavy items.
We recommend that you do not confirm the start date with your installer until you have received and checked your delivery. We will not accept liability for any additional costs that you incur while any product issues are resolved.
Risk of damage to, or loss of the goods shall pass to you at the time we deliver to your agreed delivery address.
You have 3 days to report any damages or shortages with your order. No returns will be accepted after this period.
All returns must be unused and in a resalable condition, in original retail packaging. They should be packaged appropriately as we will not be responsible for any damages in transit.
We reserve the right to reject returns, if we believe these are not in a resalable condition.
Any returns that you have ordered incorrectly or sent back other than being damaged, are subject to a re-stocking charge of 25% of the value of the Goods.
Before returning you must give written notice by email to sales@tradeprices.com, giving details of your order number and goods being returned, so we can provide the correct returns information for the item. If you are looking to exchange for a different item, you will need to place a new order and return the original item to us for a refund.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Refunds can take upto 10 days to process, once a refund confirmation has been emailed to you, payment will be back onto the payment method within 3 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@tradeprices.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@tradeprices.com and send your item to: Tradeprices Bathroom, N5 Cardiff Bay Business Centre, Lewis Road, Cardiff, CF24 5EJ.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item back to us, we recommend you return the product via recorded delivery for proof of delivery
Conditions
Under the Consumer Rights Act 2015 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 14 working days from the day after you receive your goods.
As stated above, notification of cancellation must be in writing, a telephone call is not a valid cancellation.
- No right of cancellation, refund or return exists under the Consumer Rights Act 2015 once you have used or installed your product, unless the product is defective and you are returning it for this reason.
- We cannot refund made to order products once the ordering process has been completed, because the product has been made to order and is not an off the shelf item.
- Please notify us in writing, (email or letter) within 14 working days from the day after you receive your goods.
- If you are returning your product because it is defective, please state the defect or defects.
- Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state or not in a resealable condition.
- If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
- You are responsible for paying any postage or shipping costs incurred when returning the product unless the product is faulty.
- We recommend that all returns be sent using a tracked and insured method of postage, so that a record of the return is available for you and you are able to claim with the courier for any damages occurred in transit.
- Non Damaged returns are ALL subject to a restocking charge.
Items deemed "Made To Order" on the Website are clearly labelled and often include bespoke manufacturing choices such as colour, design or size/shape. Once an Order containing a "Made To Order" item has been accepted, the item(s) cannot be cancelled or returned.
We offer the full manufacturer warranty with each item on the Website, which is a minimum of 12 months but often much more. For the first 12 months after a purchase, You must contact the Company, and we will deal with any guarantee issues. After the first 12 months, the warranty (if there is any remaining) is with the manufacturer of the item. In most cases, their information is supplied with the item, or can be found by contacting Us.
We try to inform and aid You with a purchase by offering guides, blogs, and product information on the Website, as well as technical help over the telephone, given in good faith based on limited information. This advice is not a substitute for that of a trained professional in their field (such as a heating engineer or plumber). We cannot be held responsible for any item(s) ordered incorrectly based on advice from the Website or a salesperson over the telephone.
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