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Frequently Asked Questions |
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Q
: How far in advance should I place my order?
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A :
You should be ordering your goods well in advance of the start date of your project. This gives plenty time to inspect the goods and gives us time to rectify and problems in this worst case scenario.
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Q
: When should I book the Engineer or Plumber?
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A :
Of course excepting emergencies, wait until you have the item or items in your possession, & have checked the condition.
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Q
: What do I do when my goods arrive?
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A :
The goods need to be checked off against your order and inspected for any problems.
If there are any problems at all please contact us as soon as possible.
It is imperative you inspect the goods prior to any installation.
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Q
: My goods have arrived damaged, and not yet been fitted
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A :
Do not worry, you have paid for a new original product in perfect condition, and that is what you will receive.
Whilst delivering china wear etc, inevitably accidents can and do happen. Provided the item has not been fitted it will be exchanged as soon as possible.
Our business reflects the industry as a whole, however 99.9% of orders do go without any hitch.
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Q
: My goods are damaged, but have already been fitted.
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A :
It is possible that the item may have been damaged during fitting. In order to help us look into your complaint we may ask the manufacturer to call at your home to examine the goods. A decision will then be made as to whether or not the damage was caused by the installation process. If it is deemed by the manufacture that the damage was caused during installation you could be liable for a bill for the manufactures time.
This is why it is imperative you inspect the goods prior to any installation.
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Q
: My goods are faulty or have developed a fault.
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A :
Please contact us as soon a possible after you discover a fault and we will deal with the matter in accordance with your legal rights. In addition certain products will also be covered by manufacturer's guarantees details of which will be supplied with the product where relevant.
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Q
: I have a question for the manufacture, will they talk to me?
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Yes, mention that MyTub has recommended you talk direct with them prior to your purchase.
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Q
: I have ordered an incorrect item & want to return it.
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A :
Call or e-mail us FIRST.
Do NOT send anything to this office or to the branch without
speaking to us.
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Q
: My order total is over the FREE delivery value, but there is still a delivery charge?
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A :
There are two different depatments to MyTub, Parts and Plumb and they have different delivery charge rates;
Plumbing lines;
Orders under £25 = £12.50,
Orders over £25 = FREE.
and
Spares & Parts lines;
Orders under £50 = £5.99,
Orders over £50 = FREE.
Lets say you order an item from the Plumb line which is over £25 but also a Parts item which is under £50, there will be a charge for the Parts item even though your order total is over £50, as the two items come from different departments and delivered separately.
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Q
: It’s for export, why VAT is still there?
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A :
The VAT can only be refunded once the goods have left the UK.
We need to be provided with two documents;
Export Customs Entry
and
Depending how you are shipping, one of the following;
Air Waybill (air freight)
Bill of Laiden (sea freight)
Courier Tracking Note (courier)
As soon as we are sent a copy of these via email or post we can then refund the VAT, your shipping co will provide these documents for you.
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Hi, I found the service very good and quick ,The lady i spoke to in customer service top class and would use your firm again. yours Mr K DAVIES
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...keith davies
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Very good service. The order was slightly delayed but I was kept fully informed. Unfortunately the supplier omitted some fixing screws, however MyTub responded quickly and sent out a set of screws immediately. Excellent customer service. Il not hesitate to use them again....
...Florence Smith
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The Item was received yesterday 300812 intact and as described. I can ask for nothing more. ...
...EWOS Ltd
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I have ordered another toilet from this company, took a while to come as the pan came first and the cistern came later but it was worth the wait and everything was well packaged, I will defiantly use this company again....
...Micheal Jones
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Arrived on the day as promised. Excellent communication, price and all round service. My Tub My No.1 choice. Thanks...
...Andy Blachford
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Very good value and prompt delivery - thank you...
...Leslie Binns
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good prompt service at a competetive price....
...Paul Wagstaff
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Good experience. Enquiries were responded to rapidly and l was kept fully updated with the progress of my order.
Arrived when advised, in excellent condition.
Happily deal with MyTub again.
Rob Thorp...
...Rob Thorp
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Thanks, good product & delivered quickly...
...James Thomson
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Thanks for all your help
One small thing bit of a gap between order and delivery even tho we paid for deleivery
Thanks again...
...South East Maintenance Solutions
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more reviews... |
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