The prices shown for our products on the website are an invitation to treat and not an offer to sell.
Your order is an offer to purchase the relevant products, and no contract is formed until we dispatch the products or otherwise expressly confirm acceptance.
The price payable for the products will be the price displayed on the website at the time you place your order, subject to clause below. All prices shown on the website may be exclusive of VAT (where applicable) and of any delivery charges, which will be shown to you before you place your order.
We may correct any pricing error on our website at any time before dispatch. In addition, if, after you place your order but before dispatch, there is an increase in the price charged to us or made known to us by a supplier or manufacturer or any other party, or an increase in any tax, duty, levy, delivery charge or other unavoidable cost outside our reasonable control which affects the price of the products, we may revise the price of your order to reflect that increase.
We will charge for special packaging for pallets, crates and cases, special packaging to cover the cost of labour and materials, but these charges will be credited in full ( at our sole discretion) if such items are returned to us carriage paid and in good condition (without any damage or otherwise) within seven days of delivery. Where we agree to collect such pallets, crates and cases, you shall make such items available for collection on request.
Our delivery charges are based on your order total and whether you are an account or non-account customer. Orders over £75 ex VAT receive free next day delivery on selected lines, subject to stock availability. Orders under £75 ex VAT incur a £9 ex VAT delivery charge. Please note that on occasion, a product may incur an additional charge if we need to source it from our supplier.
Standard delivery will be free on all orders over £75 ex VAT. Orders under £75 ex VAT will incur a cost of £9 ex VAT.
We deliver Monday to Friday (except Bank Holidays), between 7:30am and 5pm. We don’t make deliveries over the weekend. We deliver to all mainland locations in England, Scotland and Wales, and the Isle of Wight. We may be able to deliver to the Isle of Man, and some other remote locations, depending on the type of Products you’ve ordered. However, an extra charge will apply to these deliveries. Please note that we can’t deliver any Products to Northern Ireland. If you are based outside of the UK, you should make your own arrangements to have the order delivered to a UK address, collected from the UK or arrange for a delivery to be made outside of the UK.
To check whether we can deliver to your area, please call your nearest City Plumbing branch or our customer service team on 0330 678 0267.
All the Products within your order must be delivered to a single address. For security reasons, we must deliver to the cardholder’s address the first time you place an order, or when you use a different debit or credit card to pay for your order. After that, future deliveries can be made to different addresses.
All our deliveries are kerbside, meaning your order is guaranteed to be left at the nearest access point to the provided address. You will be responsible for your delivery from there.
You must accept these Terms in full before your order can be placed. We don’t knowingly sell to children, so you must be aged 18 or over to place an order with us. Our order process lets you check and amend any errors before submitting your order to us. Please take the time to read and check your order carefully at each stage of the process. Please make sure that you provide your correct phone number and email address when you place your order. When you place your order, this represents an offer to purchase Products from us. We’ll send you an email to confirm that we’ve received your order. However, this order confirmation email doesn’t mean that we’ve accepted your order (see drop down below).
You can only pay for Products ordered through our website by debit or credit card. We accept Visa and Mastercard credit cards, and Maestro, Delta and Visa Electron debit cards. You can also pay via PayPal, American Express through PayPal, PayPal Pay in 3, PayPal 0% credit for 4 months, Apple Pay and Google Pay.
We do not accept Mastercard Fleet Card or Visa Purchasing Card on our website and app but these types are accepted in our branches.
We’ll take payment for your order, including delivery charges, from your debit or credit card at the time you place your order (unless you have received our prior express written (including email) agreement to any longer period for payment). However, this doesn’t mean that your order has been accepted and if we reject your order for any reason (see below), or we can’t supply the Products you’ve ordered, we’ll credit your payment card with a full refund where payment has already been made.
If you wish to make a payment by cash, please visit your local branch.
Accepting your order, your Contract with us and situations where we may have to reject your order.
Your order will be automatically accepted when we dispatch your Products, unless we reject your order (see below) and provided that we’ve received payment in full for the Products and any related delivery charges. The Contract between us is formed at the time we dispatch your Products. If your order is dispatched in more than one delivery or for more than one collection, each dispatch will form a separate Contract covering the Product(s) delivered or collected under that dispatch. Without affecting your Consumer Cancellation Right (see below), you can cancel your order for a Product at no cost, at any time before we dispatch that Product. However, if we’ve already cut or made a Product to your specific measurements, or personalised it for you in any other way, this right to cancel doesn’t apply. Before we’ve accepted your order, we reserve the right to tell you that your order has been rejected for any reason. In particular, all orders are subject to stock availability. We’ll tell you as soon as possible if we can’t supply one or more of the Products that you’ve ordered. If we can’t contact you about these out-of-stock Products, we’ll accept your order for the Products we do have in stock. If you’ve already paid for the unavailable Products, we’ll give you a refund for their purchase price.
We’ll always try our best to meet the estimated delivery timescales we give you. However, we won’t be held responsible for any failure to deliver your order within the stated timescales, provided we deliver the Products within 30 days of receiving your payment, or within a longer time period if we’ve expressly agreed this with you.
If we can’t deliver your order within this timescale, we’ll let you know and give you the opportunity to either wait for the Products or cancel your Contract. If you choose to cancel, we’ll give you a full refund including any delivery charges that apply.
We strongly recommend that you don’t book fitters or tradesmen until we’ve delivered your order in full and you’ve checked it over. Please note that we can’t be held responsible for any charges made by fitters or tradesmen as a result of your order not being delivered, or because you didn’t check your delivery before booking their services.
Next day delivery is available on qualifying products and is free for small baskets with an order value of above £75.
To qualify for next day delivery, place your order by 5pm. For more information about next day delivery cost, see the 'Making a Purchase' section above.
We’ll always try to make one single delivery where possible, to minimise inconvenience. However, this may not always be possible. Where your order contains a mix of Products with different delivery lead times, the longest lead time will always apply to the entire order.
All deliveries must be received and signed for by a person aged 18 or over. If no one is available to take the delivery, we’ll call you to arrange a suitable date and time for redelivery. We may need to make an additional handling charge for this. If no one is available to receive the redelivery, we may cancel your order and refund your payment, minus any delivery and handling charges.
All our deliveries are kerbside, meaning your order is guaranteed to be left at the nearest access point to the provided address. You will be responsible for your delivery from there.
Please refer to the Returns Policy for all matters dealing with returns and refunds.
If any part of these Terms is found to be invalid or unenforceable then, to the extent that it is invalid or unenforceable, the part in question will be treated as if it has been severed from these Terms. If this happens, the remaining parts of these Terms will continue in full force and effect. We reserve the right to make changes to these Terms in the future without giving notice. Any changes will be posted to this website and will take effect immediately. Therefore, you should read these Terms each time you access this website and before placing an order with us. These Terms and any Contracts shall be governed by and construed in accordance with English law and shall be subject to the exclusive jurisdiction of the English courts.
If you are not satisfied with your purchase please contact us at customerservice@cityplumbing.co.uk or by telephone on 0330 678 0267. We will try to resolve any issues that you have as quickly as possible. If you are a consumer who purchased goods online and remain unhappy with our final response, you may access independent advice hubs such as Citizens Advice.
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