Delivery & Returns

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 purchasing from our website, you are accepting our Terms & Conditions. Our full terms & conditions are available here, and our privacy policy is available here.

The overview below outlines 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 thoroughly read the information below before purchasing from our website. We have spent time writing this information to optimise your purchasing experience.

Delivery

1. Delivery Services

Products purchased from Mid Wales Plumbing & Heating Supplies Limited are dispatched using a range of delivery partners. The service used will depend on the size, weight, and value of the items ordered. Delivery charges vary according to the service level selected at checkout.

2. Dispatch Times

Orders are dispatched Monday to Friday (working days only).

To qualify for same‑day dispatch, your order must be completed by 3:59 pm.

Orders placed after 3:59 pm will be dispatched on the next working day.

Orders placed before 3:59 pm on a Friday will be delivered the following Monday (excluding bank holidays), unless a paid Saturday delivery option is selected.

Saturday delivery is not available for palletised shipments.

Orders placed after 3:59 pm on Friday, or at any time over the weekend, will be dispatched on the next working day (excluding bank holidays).

3. Back-Order Items

If your order contains items marked as back-ordered, the entire order will be held until all items are in stock. We are not obliged to part‑ship any order unless this has been agreed with our sales team before checkout. If part‑shipping is agreed, additional delivery charges will apply for each separate shipment.

4. Delivery Partners

We use the following carriers:

Royal Mail – small parcels

DPD Local & Parcelforce – larger parcels

Pallet Track – palletised deliveries (over 30kg or up to 1m W x 1.2m D x 2m H)

5. Tracking & Notifications

Once your order has been dispatched, you will receive an email confirmation along with tracking details (where available). Some couriers also provide SMS and email updates. Please ensure your contact details are correct at checkout.

6. Signature Requirements

All deliveries require a signature. Goods cannot be left unattended unless we have received prior written authorisation by email. If no one is available to sign, the parcel will be taken to your local Post Office or courier depot.

We can deliver to a neighbour or workplace if preferred, but this must be entered as the delivery address during checkout.

7. Failed Deliveries

Most delivery companies will attempt delivery twice. If the parcel is returned to us after failed attempts, you will be responsible for the cost of re‑delivery.

8. Working Days & Delays

Saturdays, Sundays, and bank holidays are not classed as working days. While the majority of orders arrive within the expected timeframe, delays can occasionally occur once goods are with our delivery partners. These delays are outside our control.

For this reason, please do not book tradespeople or installation work until your order has been delivered.

We accept no liability for costs incurred as a result of delayed deliveries.

Cancellations

To cancel an order prior to dispatch, please contact us on 01686 626 314. You can check on your order’s dispatch status in the “Orders” section of “My Account” (the ‘pirate’s head’ at the top right of this page).

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 procedure below.

Returns

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 product manufacturer’s technical support line. After a few questions, they will determine the best course of action. We have the legal right to challenge any advice from the manufacturer (we may request additional photos of the product and installation, etc), and in any case, we require the manufacturer’s case reference number before any return is permitted.

We are not legally obliged to send out any replacement product before receiving the faulty item back and confirming the suspected fault. Should you choose to purchase a replacement item first (from our website or elsewhere), we are under no obligation to refund any returned item if the product you return is found non-faulty.

Product installation errors are not classified as item faults. Where we or the manufacturer identify an installation error as the cause of a suspected fault, no such warranty will be honoured, and a return/replacement/refund will not be granted.

Non-Faulty Items

We allow returns of any stocked item we supply to you, within 15 days from the delivery date. However, the returned item(s) must be totally unused and in perfect condition, with their original packaging unopened and 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.

Please note that our 15-day returns policy does not apply to clearance items (in our ‘Clearance Items’ section), specially ordered items (items we do not normally stock and are ordered just for your order) or items that have been personalised to a customer’s needs (for example, when evohome products are ‘pre-bound’ as part of our Honeywell Home evohome pre-binding service).

If you decide to return your item(s) or cancel the order after it has been dispatched, any delivery and/or packaging costs incurred by our business will not be reimbursed and deducted from the original purchase price.

Up To 15 Days After Delivery:

We allow any unopened/unused purchases to be returned within 15 days of receipt for a refund (minus any costs incurred by our business, i.e. postage and handling costs).

Your purchase must be returned in immediate resale condition. This is defined as the condition we supplied it, completely unused, and in its original packaging.

If you have opened the product, removed screen protectors, inserted batteries, attempted to fit the item or soiled/damaged the packaging or the product, the product is no longer deemed as ‘new’ and cannot be returned for a refund.

To initiate an eligible return, please contact our customer service team at sales@mwphs.co.uk with your order number and the reason for the return.

We do not offer free returns. You are responsible for the return cost.

Returns After 15 Days:

We do not accept returns after 15 days. Any purchase returned after 15 days or without approval will be returned to the customer at the customer’s cost.

Return Shipping:

You are responsible for paying the return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item. If the item is lost in transit, you will need to file a claim with your chosen delivery partner.

Processing Your Return:

Once your return is received and inspected, we will email you to notify you of its approval or rejection. If approved, your return will be processed within seven working days.

How we expect an item to be returned to us

Please follow the steps below to ensure you obtain a trouble-free and full refund/credit.

Contact us via sales@mwphs.co.uk or 01686 626314 first to let us know which items you would like to return, and, most importantly, to get a returns number and a returns form.

When your item(s) were delivered in a box, you must use a separate cardboard box to package and return the item(s). Do not use ‘jiffy bags’ or stick postage labels to the manufacturer’s packaging and send them unboxed back to us – your item will get crushed/damaged in transit and will not be refunded!

Ensure the item is well packaged in the box, as we will not refund items 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 to send it back to us, using an insured delivery option that covers the full retail cost of the item. Items do get damaged or go missing in transit, so please ensure any items sent back are sent under an insured delivery option! Should any items be lost or damaged during transit, we will not issue a refund, and it will be your responsibility to file a claim with your delivery company.

Our returns address is:

Upon receipt of your item(s), we will fully inspect them to ensure they have been returned in excellent condition. If the returned item(s) have been unpackaged from the manufacturer’s 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 return postage back to your address.