Policies
Returns & Refund Policy
Last updated 23 June 2026. This policy is offered by WATKINS PLUMBING & HEATING LIMITED and is in addition to your statutory rights.
14-day returns
We want you to be happy with your order. You may request a return within 14 days of receiving your item for a refund or exchange, provided the item is:
- unused and unassembled;
- undamaged and in a re-sellable condition;
- in its original packaging with all parts, fixings and accessories included.
Return conditions at a glance
| Situation | Eligible? | Who pays return shipping |
|---|---|---|
| Changed your mind, unused & in packaging | Yes, within 14 days | Customer |
| Item arrived damaged or faulty | Yes — replacement or full refund | Watkinsph |
| Wrong item received | Yes — corrected at our cost | Watkinsph |
| Item used, assembled or installed | Not eligible | — |
| Reusable labels / opened hygiene-sensitive items | Only if unopened & sealed | Customer |
Items that cannot be returned
For hygiene and safety reasons, the following are not eligible unless faulty:
- Items that have been assembled, mounted or installed.
- Items returned without their original packaging, parts or fixings.
- Reusable labels and adhesive products once the seal is opened.
- Bundles where one or more items have been used or are missing.
How to start a return
- Email support@watkinsph.shop with your order reference and the item(s) you wish to return.
- We'll reply with a return authorization and the return address within one business day.
- Pack the item securely in its original packaging and ship it back within 14 days of authorization.
For change-of-mind returns, you are responsible for the return shipping cost and we recommend a tracked service, as we cannot refund items lost in return transit. For damaged, faulty or incorrect items, we cover return shipping in full.
Refunds
Once your return arrives and passes inspection, we will issue your refund to the original payment method within 5–10 business days. Refund timing after that depends on your bank or card issuer. We refund the price of the returned item; original outbound shipping is non-refundable except where the item was faulty or incorrect.
Cancellations
If you need to cancel an order, contact us as soon as possible. If it has not yet shipped, we will cancel and refund in full. If it has already shipped, please follow the return process above once it arrives.
Statutory rights
Nothing in this policy affects your statutory rights, including any cancellation rights that apply to your purchase under applicable consumer law.
Contact
Questions about a return? Email support@watkinsph.shop or call +44 7321361329.