Terms and Conditions


In these terms and conditions the following terms shall have the following meanings:

  1. We, Us, Our = How Plumbing Works
  2. You, Your = The Customer/Consumer
  3. Contract = Meaning any order of goods by the Customer that is accepted by Us.
  4. Goods = Any Goods forming the subject of a Contract including parts of, or materials incorporated in, them as more particularly described upon this Website.
  5. Website = Our Website, the address of which is: howplumbingworks.co.uk


Your access to and use of this website is subject to the following terms and conditions and all applicable laws. By accessing and using this site, you will be deemed to agree to the following terms and conditions.

At present, we only ship to United Kingdom addresses. If we are unable to ship to certain areas, you (the customer) will be told and a full refund will be issued.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us when we send you an invoice or when you have received your goods from us (whichever is before). We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable before continuing with the contract. In the case that we are not able to supply you with a particular product or that we cancel your order, you will be notified usually via email and a full refund is issued.

By law, the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 & The Consumer Protection (Distance Selling) Regulations 2000 say that we must give you certain key information before a legally binding contract is made between us.

‘How Plumbing Works’ has made every effort to ensure that all product information held on this website is accurate. Some information, including images and specification, are derived directly from our suppliers or manufacturers of certain products. Therefore, we cannot be held responsible if this information is not completely accurate.

Colours are representative and may not reflect exact shades. Colours are subject to change. The customer accepts that colour differences can occur in any product when it is being viewed and compared on a computer screen. The customer accepts that they will have no right to reject the product based on minor colour differences.

We do our upmost to ensure that you receive your items in perfect conditions and that you are receiving exactly what you ordered.

The customer is responsible for ensuring that the items they have purchased are suitable to their needs and/or suitable for the use they have intended.

Regarding information about Cancellation and Additional Charges, please read the rest of these Terms & Conditions.

We reserve the right to change and remove any item from the catalogue at any time.


All product information can be found in the ‘description’ portion which is found underneath products on our website. This information includes:

  • General item description such as what the item is and what it can be used for
  • Colours/Finishes/Sizes available of the product
  • Images of the product (sometimes, if possible we will include images of what the item looks like when fitted. However, this is not possible most of the time)
  • Specifications/Dimensions
  • Weight
  • Guarantee/Warranty information (if valid)
  • If the item is Special Order

If you require any more information regarding specific products/services, we advise that you contact our sales team through the ‘Contact Us’ Page of this website.


3.1) All prices shown on our website are in Pound Sterling (£). Although we try to ensure that prices listed are accurate at the time of purchase, we are entitled to make amendments to the price to consider any increase in our supplier’s price, or if due to an error or omission the price published for the goods is wrong. If this was to ever occur, customers are made aware of this first with the options to either continue or cancel their contract. You will not be charged any fee for cancellation if this was to occur.

3.2) All prices shown on the website are VAT inclusive. VAT is charged at the rate applicable at the time of your order and may be subject to change.

3.3) Shipping costs are automatically calculated by Weight when you place items in your ‘basket’ and so can vary on different orders. You will be told the price of your shipping when you click ‘View Cart’.


We currently take payment by the following methods:

  • PayPal
  • Visa
  • Visa Debit
  • Visa Electron
  • Master Card
  • Debit MasterCard
  • Maestro

All payments go through Sage Pay Secure Card Processing.
Payment by Cash or Cheques are not possible when purchasing through our website.
Payment must be made to us in full before we can despatch our products to you.


5.1) We do not currently deliver to areas outside of the UK. If we are unable to deliver to you for any reasons outside of our control, you will be told first, and a full refund will be issued.

5.2) Goods are usually delivered during Working Days (Monday-Friday). If you require a Saturday delivery, please contact us before you place your order to find out whether this will be possible or not. Saturday deliveries may incur additional costs depending on the courier service we use at the time. We do not offer Sunday deliveries.

5.3) All products are shipped via Courier Companies (Parcelforce, DPD, Royal Mail, Matthews Transport). You will be told which courier we have used on your despatch email where you will also be provided with a tracking number so that you can track your order and make sure you will be present when it is being delivered to you.

5.4) Once you have been sent your despatch email, items can take up to 1-5 working days to be delivered to you, depending on which courier we have used and/or the size of your items. Again, you will be told in your despatch email an estimated delivery time.
If something happens which is outside of our control and affects the estimated date of delivery, we will let you know with a revised estimated date for delivery.

5.5) Special Order items will usually take longer to be produced by our Suppliers so will consequently take longer in being delivered to you.
Some items such as certain tiles are shipped from outside the UK so, again, take longer than usual in being delivered to you.

5.6) We advise that you do not book any tradesmen until your goods are received and checked thoroughly. We will not accept liability or 3rd party costs incurred as a result of any delays in despatch. Please allow a suitable timescale before your plumber/installer starts work to the delivery of your goods, so that in the unlikely event of any damages, suitable time can be given to the replacement of said goods.

5.7) Once items have left our warehouse they are the responsibility of the courier. You will not be able to change or cancel your order at that time and this must be done once items have been delivered to you in full. Please see our Shipping’s & Returns page and the ‘Right to Cancel’ section below for more information on this.

5.8) If nobody is available to take delivery, our couriers will either deliver items to a neighbour if possible or leave the items in a safe place that you have mentioned in the ‘special instructions’ part of the checkout process (This is not possible if items need to be signed for or large items such as baths or glass panels etc). In the event of a failed delivery couriers usually leave a slip of paper informing you that a delivery has been attempted. You will be told on this paper when another delivery will be attempted or how you can rearrange at a more convenient time for them. We advise that you visit the courier’s website for more information on this and whether this will incur any additional charges.

5.9) Larger items (Baths, Glass Panels, Trays etc.) or fragile items (e.g. Ceramic Sanitaryware) will be delivered on a pallet to ensure that items are not damaged during the delivery process. Pallet deliveries will usually cost more than standard deliveries.
Depending on the courier you are responsible for breaking down the pallet and moving the goods into your home. You will also be responsible for disposing of the pallet and any outer packaging.
We currently only use Matthews Transport when delivering goods on a pallet, so we advise that you visit their website to find out how they usually operate.

5.10) We ask that you fully inspect all goods upon delivery. Any damages or discrepancies must be reported to us within 7 days of your delivery. We advise that you inform us first of any damages to an item before attempting to assemble them as this can affect your right to cancel. Any delay in contacting us regarding damages/discrepancies can delay the situation from being resolved. Please see our Shipping & Returns page for further details.


6.1) You have a right to cancel this contract between the period of your order being confirmed and before despatch of your order. There are no charges for cancelling at this time.

6.2) Once items have been despatched, they cannot be changed or cancelled/returned until delivery has been made to you in full. Once items have been delivered to you, you will have 14 days to cancel your order. For unwanted goods or goods which may be surplus to your requirements, a restocking charge of up to 25% may be charged depending on our supplier policies. You will also be responsible for the cost of returning the goods back to us.

6.3) Items which are damaged or different to what you ordered will not incur a restocking charge and we will cover the cost of returning these goods ourselves. If items are damaged, please do not try to assemble them as this will affect your cancellation rights regarding damaged items. Depending on what you decide, a replacement will be sent, or a full refund will be issued with no additional charges.

6.4) To exercise your right to cancel, you will need to email info@howplumbingworks.co.uk with the following details:

  • Your invoice number / Order Number
  • Reason for the return (if the goods are faulty, please describe the fault)
  • Pictures of the goods (whether damaged or not)

In the case of damaged goods, we will then arrange a convenient time to collect the goods from your address.

In the case of unwanted goods, you will be responsible for the cost of sending the goods back to us. Unwanted goods must still be in their original packaging and must be in re-saleable condition before being returned to us. If the outer packaging has been marked or damaged in any way or we find that the goods are not in a re-saleable condition, we can refuse to accept the goods back or add additional charges on top of the restocking charge to cover the cost of repackaging.

We recommend that you send all returns by recorded delivery and retain your proof of postage. Parcels should be packaged securely and labelled clearly. If items being returned to us are damaged due to your negligence, then we will refuse to accept the goods back. We will not accept responsibility for goods being damaged when they are being returned to us.

Cancellations cannot be done over the phone as we prefer to have it in writing for our records.

6.5) To meet the cancellation deadline, you must inform us of your decision to cancel this contract in accordance with clauses 6.2, 6.3 & 6.4.

6.6) Refunds will not usually take longer than 14 days after we have received the goods back from you. In the case of cancellation before delivery, then 14 days after you have informed us of your decision to cancel.
You will be refunded the same way you made payment.

6.7) Special Order items are non-returnable unless faulty. You will be informed whether an item is special order under the description of the item or upon your confirmation email.
You will be asked for a written confirmation via email that you agree to these terms before going ahead with your order and entering into any contract. If at this time you do not wish to go ahead with the order, a full refund will be issued, and your order cancelled.


‘How Plumbing Works’ shall not be liable in respect of claims arising by reason or death or personal injury except in so far as the death or injury is attributable to a failure by us to exercise reasonable care. Further, under no circumstances whatever shall we be liable for losses special to the particular circumstances of the customer, indirect losses, work required in connection with the removal of defective goods and the installation if repaired or substituted goods, loss of profits, Faulty Workmanship, damage to property or wasted expenditure. ‘How Plumbing Works’ has the right to change its terms and conditions if deemed necessary without giving prior notice.
We are not responsible for losses that were not foreseeable to you and us when the contract was formed or that where not caused by any breach on our part. Losses to non-consumers are not our responsibility.


‘How Plumbing Works’ shall be under no liability for any failure to perform any of its obligations under the contract if and to the extent that the failure is caused by Act of God, Governmental Restriction, Act of Terrorism, Faulty Workmanship, Condition or Control or by reason of any act done or not done pursuant to a trade mark dispute, shortages of labour or materials or breakdown of machinery or any other matter (whether or not similar to the foregoing) outside of the control of the Company.


9.1) Different product on our website have different lengths of warranty. You will be told the length of warranty (if it has any) on a product in the description portion.

9.2) If the item you have purchased has a warranty, we advise that you keep hold of your documents (Invoice, Order Confirmation Email) for the length of time that your warranty is active for as these are used as your ‘Proof of Purchase’
If you are unsure or would like more information on the warranty of an item you are interested in you can contact our sales team through the ‘Contact Us’ Page.

9.3) If a fault develops during the warranty period, you must inform us as soon as possible by emailing info@howplumbingworks.co.uk with the following details:

  • Proof of Purchase (We prefer to have an original invoice number, but an Order Confirmation Email or Order Number can also suffice)
  • Description of what the fault is
  • Relevant Images

Upon receipt of this email, we will confirm whether or not we require the item to be returned. Items are then sent back to who our original supplier was at the time of purchase. Once they have received the items, they will be inspected for the fault and should they concur that a manufacturing fault exists, a replacement or a full refund (exclusive of the cost of returning the goods to us) will be issued.
If the goods have been installed through faulty workmanship, damaged or show signs of abuse then a refund/replacement will not be issued, and the goods may be returned to you.


To ensure that pipework and fittings have been installed correctly, whether it is with a new system or an extended system, it is essential that the system is checked and hydraulically wet tested. Testing should be at 2 bar for 10 minutes and 10 bar for 10 minutes. The testing plus other relevant checks should reveal possible installation problems and is regarded as good plumbing practice. Nevertheless, system testing should not be regarded as a substitute for correct installation.


If your contract is ended with us, it will not affect our right to receive any money which you owe to us under this contract.


12.1) We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the goods, our service to you or any other matter, please contact us as soon as possible through the ‘Contact Us’ Page of the website.

12.2) If you and we cannot resolve a dispute using our internal complaints handling procedure we will let you know. If you want to take court proceedings, the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to this contract.

12.3) Relevant United Kingdom law will apply to this contract


Upon purchase of your item/s you hereby agree to all the terms in this contract

No other than a party to this contract has any right to enforce any terms of this contract.