Below is an overview of how our company (Mid Wales Plumbing & Heating Supplies Limited) handles the delivery and returns of items purchased from our PirateHeatingSupplies.com website. By making a purchase from the our website, you are accepting our Terms & Conditions. Our full terms & conditions can be found here and for our privacy policy here. The overview below lays out our expectations and if you are a non-trade customer (i.e. you are not purchasing for or on behalf of a business), your consumer rights are not affected. Please ensure you read this information before purchasing from our website.
Delivery
Products purchased from Mid Wales Plumbing & Heating Supplies have the option to be sent with different delivery services depending on the size and value of the product(s) you purchase and prices given for these delivery agents will vary depending on the service level you choose.
Orders placed online are dispatched on working days only and for the order to be dispatched on the same working day of your order, the checkout process must be completed by 3:59pm.
Orders placed after this time will be sent the following working day. Friday orders placed before 3:59pm will be delivered the following Monday (excluding bank holidays), unless the Saturday delivery option has been chosen and paid for. We do not offer Saturday deliveries on palletised deliveries. Ordering after 3:59pm on Friday or at Weekends will mean that your order will be dispatched the following working day (excluding bank holidays).
Any orders placed with us containing ‘back-ordered’ items will not be sent until the entire order is in stock in our warehouse. We are under no obligation to send any items that are in stock, unless agreed with our sales team prior to completing the order. In any case, a separate delivery charge covering all such deliveries will apply where the delivery of stocked items are dispatched prior to back-ordered items.
We use DPD Local & ParcelForce for larger parcels & Royal Mail for our smaller value parcel deliveries. We use Pallet Track for all our palletised deliveries (over 30kg and no bigger than 1m Wide x 1.2m Deep x 2m High).
Upon dispatching your order, you will be notified by email and given the appropriate tracking number (where applicable/available). Some couriers use a text and email notification service for delivery timings, therefore please ensure we have your correct mobile number and email at checkout.
A signature is required for all our deliveries. Goods cannot be left without written prior agreement via email.
All items bought on our website require a signature at the point of delivery and will returned back to your local Post Office or local courier depot should no-one be at home to sign for them. We can deliver to a neighbour or a work address if this is more convenient, but this must be specified as the ‘delivery address’.
Please note Saturdays and Sundays are not classified as ‘working days’ and although a large proportion of our deliveries get there within the timescales defined, we cannot be held liable for exact timings or unexpected delays once the goods are in possession of our logistics partners – this is beyond our control. Therefore, please do not book trades/competent persons/customer jobs to fit equipment sent from us, until after your items have been delivered. We accept no liability should you do so and an item we dispatch arrives later than expected.
Cancellation Policy
To cancel an order prior to dispatch, please contact us at 01686 626 314. You can check on your order’s dispatch status in the “Orders” section of “My Account“.
Orders cannot be cancelled once they have been dispatched. Any unwanted orders or products from an order can be returned to us after delivery has been made, following our Non-Faulty Items Returns Policy.
Returns Policy
Faulty Items
All items sold on our website are sold with a 12 month warranty (unless otherwise stated). If you suspect an item is faulty, please contact the manufacturer’s technical support line, who after a few questions will decide on the best course of action. We may of course (and have the legal right), to challenge any advice from the manufacturer (we may request photos of the installation, etc) and in any case, we require the manufacturers ‘case reference number’ before any return is permitted. We are not legally obliged to send out new items prior to receiving and confirming any suspected faulty item. Should you choose to purchase a replacement item first (from our website or elsewhere), we are under no obligation to refund any such item, should the product you return to us be deemed non-faulty.
Non-Faulty Items
We allow returns on any item we supply within 14 days of delivery. However, the returned items must be unused and in perfect condition with their original packaging undamaged. So, providing the item is unused (i.e. product not removed from original packaging, tested, fitted or exchanged) and the retail packaging is completely undamaged (i.e. can be immediately resold to another customer upon its return), we will exchange it or refund it as long as the item is returned within 14 days from the date of delivery.
Please note that our 14 day returns policy does not apply to specially ordered items (items we do not normally stock and are ordered just for your order) or items that have been personalised to a customers needs (for example when evohome products are ‘pre-bound’ as part of our Honeywell Home evohome pre-binding service).
As part of our extended 14 day returns policy, if you have paid for delivery and decide to return your item(s) or decide to cancel after the item has been dispatched, any such delivery costs incurred by our business will not be reimbursed.
We want you to be completely satisfied with your purchase. If you are not satisfied for any reason, you may return your item within 14 days of receipt in accordance with your statutory rights.
Statutory Rights (14 Days):
- You have the right to return your purchase within 14 days of delivery for a full refund of the purchase (minus any costs incurred by our business, i.e. postage and handling costs).
- To qualify for a refund, the item must be returned in its original condition, completely unused, and in its original packaging.
- To initiate a return, please contact our customer service team at sales@mwphs.co.uk with your order number and the reason for return.
- You are responsible for the return postage costs.
Returns After 14 Days:
- We do not accept returns after 14 days without authorisation of the management team (sales team cannot authorise returns after 14 days).
- If management team agree to a return after 14 days, a restocking fee of 25% will apply and any remaining monies would be placed onto your Pirate Heating Supplies account as a store credit. Store credit can be used to purchase other items from our website. No refund is available.
Faulty Items:
- If you receive a faulty item, please contact us immediately at sales@mwphs.co.uk with your order number and details of the fault.
- Faulty items can be returned at any time within the product’s warranty period for repair or replacement, subject to our inspection. Please ensure you check the product warranty before returning and you can usually find this on the manufacturer’s website.
Return Shipping:
- You are responsible for paying the return shipping costs.
- We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Processing Your Return:
- Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your return.
- If approved, your return will be processed within 5 – 7 days.
How to Return My Item
Please follow the steps below, to ensure you obtain a trouble free and full refund/credit.
- Contact Us via email or telephone first to let us know what items you are returning and most importantly get a returns number and returns form.
- You must use a Cardboard Box to package and return the item. Do not use ‘jiffy bags’ or the manufacturers packaging, as your item will get crushed/damaged in transit and will not be refunded.
- Ensure the item is very well packaged inside the box, as we will not refund items that are damaged in transit.
- Include your returns form inside the box so we know who has sent it. Failure to do this will extend the returns process.
- You must return your item within 7 days of receiving your returns number. Take your box to the Post Office or use an online courier service and send it back to us using an insured delivery option covering the full retail cost of the item. Items do get damaged and go missing in transit, so please ensure any items sent back are done so under an insured delivery option! Should any items get lost or damaged during transit, we will not refund the items and it will be your responsibility to make a claim against your delivery company.
Our returns address is:
Mid Wales Plumbing & Heating Supplies Ltd
Unit 31, Vastre Industrial Estate
Newtown
Powys
SY16 1DZ
Upon return of your item(s), we will fully inspect the products to ensure all they have been returned in excellent condition. If the returned item(s) have been unpackaged from the manufacturers original packaging, used, fitted, damaged (including cosmetic damage), swapped or the original packaging is ripped or damaged, they will not be refunded and you will be liable for the returns postage back to your address.
Unused purchased items may be considered for a return outside of our 14 day returns policy, however they would be subject to a minimum restocking charge of 25%. Unless the item is faulty, we are under no obligation to accept any return outside of our 14 day returns policy. Any such agreed return beyond 14 days must be fully approved in writing by the Mid Wales Plumbing & Heating Supplies management team and would only be refunded in the form of a credit onto your MWPHS account or in the form of a MWPHS gift card, which can only be spent in our online store.
