Terms and Conditions:
1. Checking our quotations
Please take the time to check that we have understood your requirements correctly before placing an order. Any amendments or cancellations may result in additional costs to you or in some cases cancellation may not be possible once products have been ordered.
2. Deposits and Payment
For items that are not stocked we will ask you for a deposit when you place an order, usually 50% of the value of the order or the full order value if this is below £1000.00. There is a second deposit of 25% due 7 days prior to the bathroom installation you agree to all the goods itemised being ordered as these goods will not be able to be returned unless faulty. The final 25% balance will be payable once the full installation is complete. By making the deposit payment you are agreeing that the quotation is correct and are happy with the products/final design of your bathroom. The changing of any design maybe chargeable from this point and any deposit payment is then on non-refundable. We only accept payment by debit card, credit card (Visa, Mastercard, American Express) and BACS. Cash payments are not accepted.
3. Cancellation
Should you wish to cancel your order prior to delivery or collection please contact us as soon as possible, we offer a 24 hour cooling off period as items are automatically order once paid. If a cancellation is required, you may incur our cancellation costs and in some cases cancellation will not be possible and full payment will be required. We reserve the right to retain all the deposit if cancelation is made after orders have been placed. Orders can be delivered or collected only when full payment has been made for the items or the second 25% deposit whichever is greater. You will not be able to cancel your order after delivery to us or collection, though you may be able to return the goods under our returns policy if deemed faulty (see paragraph 7).
4. Consumer Contracts Regulations 2013
This quotation is for goods which will be specially ordered for you. if you order goods by telephone, email, or any other method off our premises the cancellation rights as set out in the Consumer Contracts Regulations 2013 will not apply and paragraphs 3 and 7 of these terms will continue to apply.
5. Lead Times
Product lead times are provided by our suppliers and are given in good faith. These lead times can change due to circumstances beyond our control and therefore we cannot be held accountable for any delays. Please allow for this when arranging your installer and we suggest that you do not start your project unless you are in possession of all your items.
6. Checking your goods
We trust that all products will arrive with you in good condition but please check the goods without delay. Any damage, cosmetic faults, or missing parts must be reported to us within 48 hours of delivery or collection. Even if you do not intend to fit them for some time. Please do not install any goods that are known to be damaged or faulty as we will be unable to accept claims for refitting and this can also void your guarantee if you knowingly fit damaged or faulty goods.
7. Returns
If you have changed your mind about your purchase, you have 24 hours from your deposit payment date to inform ourselves of this and we will look at the options of this for you. As goods ordered for you will be subject to restocking charges to us set by the supplier, it may not be eligible for return them at all dependant on the manufacturer of each item. Returned goods must be unused, must not have been installed, and must be in original re-saleable as new condition including packaging. Correctly supplied goods that have been in your possession for more than 28 days will not be accepted for return at all and hence no refund will be given. No returns or refunds will be given unless all goods are paid in full.
8. Guarantee
Details of any applicable guarantee or warranty are available on request and in some cases, you may be required to register with the manufacturer within a specified timescale to activate their warranty; then in most cases you would deal with said manufacturer direct to resolve any problems. It is important that you do this otherwise the warranty may not be applicable. Your statutory rights are not affected.
9. Faulty Goods
If you believe that the goods you have purchased are faulty and within the guarantee period, please contact us in the first instance so that we can advise you how to proceed. If the product is fitted, please do not uninstall it as we or the manufacturer may wish to inspect the goods in-situ to establish the cause of the problem and, if found to be faulty, repair or replace it directly. You may incur charges if upon inspection the goods are not faulty or have been installed incorrectly. We have the right to return goods to our supplier for inspection where a reported fault is not obvious.
11. Installation
Whilst we recommend an installation period. This is only an estimation and can be affected due to many circumstances. If this is the unfortunate case, we do not hold responsibility for any extended installation days.
It is down to the customer to ensure before we arrive that all items are removed from the bathrooms, working areas including any fixtures or fittings you wish to keep or reuse. If this isn’t the case, you the customer would need to inform us before the installation commences if you are unable to remove yourself.
Carpet or floor protector will be placed within property in high traffic areas, and this will be left for the duration of the project. If this is removed by the customer and addition protector will be supplied and added to the final invoice accordingly. Unfortunately, there is no such protection for walls in these areas. Whilst we always take the utmost care when in your home, however, when handling large heavy items upstairs and through hallways minor damage, such as chips or scuffs, may occur. If this does happen, we’ll repair the area ready for you to arrange suitable re-decoration.
All rubbish will be removed from the property via a skip placed on the driveway or appropriately bagged and collected by a member of our waste management team.
We will always take reasonable care when removing the existing bathroom, however during the removal of your old bathroom there is a chance while removing old tiles and loosening old plaster that the vibrations may cause cracking to other walls close by. If this does happen, we’ll repair the area ready for you to arrange suitable re-decoration. During this process, and throughout the installation the utmost care will be taken to ensure that the risk of damage is minimal.
When removing the existing tiles from the bathroom, the existing plasterboard may unfortunately be removed along with the tile’s dependant on how the original tiles had been installed. This is an unforeseen matter, and it will be rectified by ourselves at an additional cost to customer. This will be discussed at the time of removal and a price agreed if this becomes the case.
Access to your water tanks will be needed and above the bathroom itself to install any electrical work. It is your responsibility to ensure such access is clear and safe for us to enter. In the event you are unable to achieve this we will do so on your behalf. This clearance work is charged for at the hourly rate of £75 + vat per hour. This will be an extra charge, not included in your original quotation.
Measurements are taken from your original bathroom area, and we cannot be liable for any changes in size caused by the removal or extensions which cause additional space within the bathroom, e.g. lowering of floors, extending ceilings, bricking up a window etc. Should additional work be required due to these changes an amendment to the original quote will be required. You are required to inform us of these changes at least 7 days the order being placed.
We will take reasonable care when lifting floorboards to install pipework, for bathroom and heating, however there is a possibility that the plaster on the ceiling below maybe liable to cracking. If this does happen, we will repair the area ready for you to arrange suitable re-decoration. Again, during this process, and throughout the installation the utmost care will be taken to ensure that the risk of damage is minimal.
As standard procedure we conceal all pipework in the walls and floors which creates a clean and professional finish. As this detail increases the risk of damage to nearby walls, should you wish to avoid this possibility altogether please let us know prior to work starting. We will then either leave pipe-work visible, fit pipe-boxing and use a surface mounted shower-valves.
When installing a shower to a low-pressure hot water system, you may need a separate shower pump to increase the water pressure in your bathroom to a satisfactory level. If you haven’t been quoted for one prior to installation, to fit one after the fact will come as an extra cost and will be quoted for separately.
Whilst installing your heating system, we can not be responsible for any existing heat sources or pipework once the new system is supplied. If there are issues with existing items it is important to notify us beforehand and we can factor this into our installation.
While we are working within your home, we will need to close off water supplies and electrical supplies throughout. If your isolation valves, such as stopcocks, are poorly maintained and have ceased to open or close, they will need to be replaced for work to continue. These will be priced separately as an extra charge, not included in your original quotation.
If walls are having extensive (i.e.thick) plastering work carried out we will need to allow sufficient drying time before tiles are added. We will advise you accordingly in the event this becomes an issue or should an extension in estimated finish time be required. We require our drying times to be adhered to for our Workmanship Guarantee to remain valid.
We will always discuss grout colours during fitting as our installers all have colour charts however, if you are unavailable or we haven’t had the chance to arrange prior to grouting, we will use a colour we deem the nearest match to the tile or a grey grout as standard. This will be dependent on what we deem suitable for your tile choice. No changes to grouting can be carried out once the grouting is complete.
When installing your lighting it is likely that our electricians will have to remove loft insulation. This insulation will be left off after lighting is installed to prolong the life of the bulb and prevent overheating.
All our electricians are fully qualified and NIC registered, in order for them to sign-off works carried out on your property they have to conform to wiring regulations (17th edition). If you require any additional works these will be priced separately and if undertaken, e.g. insufficient earthing or no RCD protection on the board. REMEMBER; regulations are there to protect you and your family.
You are advised that extensive works and/or modernising of your bathroom could lead to problems with your heating system particularly if it is old and/or poorly maintained.
You are required to provide us with information about your heating system e.g. age, maintenance dates and type of system, before work commences to try to avoid issues when re-filling the system following works carried out.
Any modifications or upgrades to your heating system required to eradicate any problems, are not included in your original quotation.
Should you need any modifications, additions or changes to your heating system, quotes can be obtained for works required.
We always use the very best tile adhesive and although flexible sometimes cracks can appear in grout lines (only applicable on wooden floors), due to natural movement. We allow for this by laying cement-based board to the floor and using flexible adhesive as standard. In such circumstances we cannot guarantee that cracks will not occur.
A Metal L shape trim is used as standard on all our fits, if you have a preference on colour or shape, or would like to see samples you must let us know prior to fitting as any changes afterwards are unlikely to be carried out. The trim will be installed using mitred corners as standard. If a customer requests ‘Butt joints’ this may cause tolerance levels to be adjusted which is at the customers own risk, as this is not recommended as our standard installation practice.
If carpets are lifted then re-laid, they can sometimes leave a baggy look on them, although this should settle down after a week or so. In the event they do not resettle, we advise you to employ the services of a professional carpet fitter who will stretch them in to place correctly.
In the unlikely event you experience any workmanship related problem after installation you MUST contact us first. Failure to do so will invalidate your Workmanship Guarantee. For the avoidance of doubt, we will not be liable for any third-party costs unless we have expressly agreed to them in writing (an email from us being sufficient in such circumstances).
When fitting underfloor heating, we only use the best products, and all fitting instructions are followed. We recommend a heating temperature starting at its lowest setting and turning it up gradually a degree or 2 a day for the next 7 days. Our underfloor heating mats and thermostats come with a 10-year product guarantee.
· All siliconing in your bathroom will either be White and Clear or a colour that matches your grout/tile choice. Unless stated before installation no claims to change the colour will be accepted once completed and this will lead to further charges to do so.
· All siliconing will need maintaining appropriately. Silicone can be affected by many factors, including hard water/shampoos/cleaning products. Therefore, no claims for discolouration or splitting will be included in your workmanship guarantee. The exception to this is if it has been poorly applied and/or it isn’t keeping water in the wet areas provided. In this instance, we will re-seal this for you free of charge.
· The company does not carry out any decoration within the bathroom, the customer is responsible for this once the installation is fully complete.
· If the customer is to supply and products which have been agreed to be installed by us. Plug Bathrooms will only cover the installation warranty at 12 months for these products.
· The customer is entitled to carry out a ‘snagging list’ at the end of the installation. This will then be carried out to a high standard, adhering to a tolerance level of workmanship. This tolerance level is set at the industry standard 5% allowance of all measurements taken throughout the full bathroom. Any tile snagging noted will be set to a tolerance level using the tool guide provided by our tile manufacturer. All snagging work will be undertaken on one return visit to the property and cleared with the customer satisfaction sheet once completed.
The company shall be entitled to sub-contract all or any part of the work out it wishes. In practice we enjoy longstanding relationships with all our sub-contractors who are chosen very carefully. Reassurance can be given on this by our company and any qualifications needed are held by ourselves directly if needed.
The company will provide a 12 month guarantee to cover workmanship and any other installation defects. This is in addition to manufacturer’s warranty on all goods. In the event of accidental damage or faulty goods reported during installation the company will arrange repair or replacement.
The company will manage and perform the installation with skill and care and accepts responsibility for the standard of workmanship and condition of tools and equipment. We are fully insured to a maximum of £5million should an unfortunate event occur however this is yet to be needed.
· 10. Privacy
· Our privacy policy is also available to view on the website at www.plug-bathrooms.com
Thank you,
Adam Cayless Director of Plug Bathrooms Ltd
1st March 2023