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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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A :
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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very good service. very expensive delivery....
...Stuart morton
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Good service. ...
...Julie Hampton
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Excellent communication, and thats all you really need....
...Frances Sylvester
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Excellent service, thank you...
...june bowden
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Excellent service - Fault found 1.00pm yesterday, part ordered 2.40pm yesterday, delivered 10.00am today, fitted and working 10.15am today.
Thankyou...
...Alan Brook
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good prompt service, thankyou, peter...
...Mistral Yachts Ltd
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Excellent service, great communication, would definitely use your company again...
...michael cooney
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I continue to recommend My Tub for their excellent and responsive service. Helpful and efficient customer services....
...Jennifer Adams
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The service was good. It came when you said it would and the response to my order was fast.
Sadly it did take 3 weeks to get it here, which did seem a very long time and will mean if I need it in a hurry Ill look for another supplier.
Thanks
Katy
...
...Katy Dodd
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Excellent service, competitive price on this item. Tap fitted and customer very happy....
...Raymond Newman G & H Plumbing
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more reviews... |
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