Returns
Whatever is left over comes back — under a rule you can read first.
A house never uses exactly what was ordered. You have 7 days from the last delivery on the job to send the leftovers back. The same rule applies to a homeowner, a plumber and a shop — there is nothing to negotiate, and nothing depends on who you are.
Three cases, and only three
Every returned item falls into one of these. The person at the counter does not decide which — the condition does.
Unused, in its original packing
Full rate back
- Regular stock lines — pipe, fittings, cock, valve, tape
- Not opened, not fitted, no site marks
- Up to 25% of what the order was worth
Packing opened, or specially ordered
Full rate minus 10%
- Still unused, but the box is open or the goods carry light site marks
- Anything brought in specially for you
- Also the part of a clean return above 25% of the order
Cannot come back
No refund
- Pipe that has been cut
- Solvent, silicone or sealant once the tin or tube is opened
- Anything fitted, or that water has been through
- Broken or chipped goods
- Clearance and discounted stock
The 7 days, and where you read them
The clock starts at the last delivery on the job, not at the first one — on a house build the leftovers only surface when the work finishes.
Your order slip prints the deadline as an actual date, not as “7 days”. That is on purpose: a date cannot be argued about later.
Getting it back to us
If the site is still running, the leftovers go back on the next delivery. The vehicle is coming anyway, so there is no charge for that.
If the job has finished, we schedule one pickup. Transport is charged the same way delivery is — by distance, and never hidden inside the rate.
For one or two small things, send them by Bykea or keep them until your next order.
What happens to the money
We already have your order, so nobody has to remember what anything cost. The leftovers are counted against the lines you were billed for, at the rate you were billed at.
The refund comes off your final bill. Once the goods are checked at the godown, that is done within 24 to 48 hours — not instantly, and we would rather say so than promise otherwise.
Why 25%, and why it is written here. Full-rate returns are capped at 25% of what the order was worth. Above that, the 10% deduction applies. It is written down in advance so that it is a rule and not an argument: ordering double and sending half back is a real cost to us, and this is where it lands.