Refunds, Returns & Complaints Policy

1. Introduction

This Complaints, Refunds & Returns Policy explains how customers can raise concerns, request refunds or return products purchased from Macerator-Pumps.com and SaniPumps.co.uk.

This policy works alongside our Terms & Conditions and Delivery Terms. By placing an order with us, you agree to follow the procedures outlined below.

2. Complaints Procedure

We aim to provide a straightforward and efficient service. If you are dissatisfied with any aspect of your order, delivery or product, please contact us so that we can resolve the issue as quickly as possible.

2.1 How to Submit a Complaint

You can contact us using the following details:

Email: sales@theplumbingsuppliers.co.uk

Phone: 0203 885 1996

Address:
Macerator Pumps
132 Wheatley Lane Road
Barrowford, BB9 6QJ
United Kingdom

2.2 Response Time

We aim to acknowledge all complaints promptly and resolve them as soon as possible. Some cases may require further investigation, particularly where courier claims or product inspections are involved.

3. Returns Policy – 30 Days

We offer a 30-day returns period from the date of purchase.

3.1 Conditions for Returns

To qualify for a return, the item must be:

• Unused
• In its original packaging
• In a resellable condition

3.2 Return Shipping Costs

Return shipping costs are normally the customer's responsibility, unless:

• The item arrived damaged.
• An incorrect item was supplied.
• Delivery exceeded 5 working days.

3.3 Refund Processing

Refunds are issued within 7 days after the returned item has been received, inspected and approved.

Refunds will be processed back to the original payment method.

3.4 No Restocking Fees

4. Reporting Issues With Your Order

To help us resolve problems efficiently, customers should follow the reporting timeframes below.

4.1 Damaged Goods

All items should be inspected within 48 hours of delivery.

• If significant visible damage is present at the time of delivery, the delivery should be refused where appropriate.
• If damage is identified after delivery, please notify us within 48 hours.

4.2 Incorrect or Missing Items

Any incorrect or missing items should be reported within 48 hours of delivery.

If the error is ours, we will resolve the issue at no additional cost to you.

4.3 Faulty Goods

If you believe an item is faulty on arrival, please report the issue within 48 hours of delivery.

• Photographic evidence may be requested to assist our assessment.
• The item may need to be returned to us for inspection before a replacement is supplied, unless otherwise agreed.
• If a replacement is required urgently before inspection is completed, a temporary payment may be required. This will be refunded once the returned item is inspected and confirmed to be faulty.
• If the returned item is inspected and found not to be faulty, applicable return or redelivery charges may apply.

5. Warranty Claims – 3-Year Warranty

All items include a 3-year warranty covering manufacturing defects.

What the Warranty Covers

• Replacements are provided for confirmed manufacturing faults.
• Refunds are not provided for warranty claims outside the 30-day returns period.
• Products must be returned in clean, secure packaging for assessment if requested.

What the Warranty Does Not Cover

• Incorrect installation
• Misuse
• Unauthorised modification
• Accidental damage
• Lack of appropriate maintenance

6. Cancellations

Orders may be cancelled before dispatch for a full refund.

If your order has already been dispatched, the item will need to be returned in accordance with the applicable returns procedure.

7. Delivery Delays

We aim to deliver orders promptly; however, Next Working Day Delivery is not guaranteed.

If delivery takes longer than 5 working days, customers may be entitled to free return postage if they decide to return the order because of the delay.