Victoria Plumb (Victoria Plum Ltd) - Terms and Conditions
Victoria Plumb are completely dedicated to providing the very best service to all our customers. If you have any suggestions or comments please Contact Us.
Our contact details:
Sutton Fields Industrial Estate
Call Centre Opening Times:
Monday to Thursday 8.00am - 9.00 pm
Tel: 0844 804 48 54
Fax: 01482 212270
Victoria Plumb (Victoria Plum Ltd) - Registered No.4177694 (VAT Registered No.190036626)
Terms and Conditions Index
1. Making a Purchase
The following terms and conditions apply to all transactions on Victoria Plumb. The placement of an order indicates your acceptance of these terms and conditions. Please read them carefully and print a copy for future use. Please note that before placing an order you will be asked to agree to these terms and conditions. If you refuse to accept these terms and conditions, you will not be able to order any goods from our site.
We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.
If you are a consumer:
to order goods through this website you must be at least 18 years of age and accept delivery within the UK.
If you are not a consumer:
you confirm that you have authority to bind any business on whose behalf you use this website to purchase goods. These terms and conditions and any document expressly referred to in them constitutes the entire agreement between you and Victoria Plumb and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter. You acknowledge that in entering into this contract you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these terms and conditions or any document expressly referred to in them You and we agree that neither of us shall have any claim for innocent or negligent misrepresentation based on any statement in this contract.
IT IS IMPORTANT THAT YOU DO NOT SCHEDULE OR COMMENCE ANY INSTALLATION WORK UNTIL YOUR GOODS HAVE ARRIVED AND HAVE BEEN CHECKED.
Victoria Plumb is an online and mail order company only. We do not have any show rooms and we do not allow collections or returns in person to our warehouse.
Order Acceptance and Processing. Your order is accepted and a contract is formed between Victoria Plumb and you when we despatch the goods you have ordered and not before. A contract is not formed at the point in time that payment has been taken from you by Victoria Plumb, nor at the point in time that you receive an email from Victoria Plumb acknowledging receipt of your order. Until the goods are despatched the order may not be accepted by Victoria Plumb or may be cancelled by you. Any email or other acknowledgment of your order is merely to report that your request has been received and will be looked at, and does not in any way denote acceptance of your order regardless of any wording on the email. Victoria Plumb reserves the right, at any time prior to acceptance, to refuse any order or any part of an order, or to require further or better information to enable it to evaluate and/or process the order.
In addition, in terms of saving and accessing order agreements. We store the contracts content and send you the details of your order as well as our general terms via e-mail. You can find the terms here at all times. The details about your recent orders can be found in your customer login.
2. Description of Goods
All images, descriptive matter, specifications and advertising on our site are for the sole purpose of giving an approximate description of the goods. All specifications given to the Customer are approximate and intended as a guide only. We always endeavour to ensure all product descriptions are correct, but advise customers to seek technical advice from qualified sources prior to ordering products and any work to be carried out.
Whilst we make every effort to reproduce the colours of the products correctly slight variations may occur during the print and photography process.
We advise you to buy tiles and borders from the same range as the tiles may be sourced from different suppliers which may result in a slight variation in size and colour.
3. Special Orders
Special orders are hand made to customers own specification and therefore cannot be cancelled. Please bear in mind that as these products are bespoke delivery times may vary. Nothing in this paragraph affects your statutory rights or the provision of the standard guarantee granted under paragraph 10.
We reserve the right to make adjustments to the price of goods stated on the website from time to time to take account of any increase in our supplier's prices or the imposition of any taxes or duties.
The prices for the goods ordered by you will be as quoted during the ordering process. The price of the goods includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the goods in full before the change in VAT takes effect. The price of the goods does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order. To check our current delivery charges, please refer to our delivery charges page.
If we discover an error in the price of the goods you have ordered we will contact you to inform you of this error and give you the option of continuing to purchase the goods at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details provided during the order process, we will treat the order as cancelled and notify you in writing. Please note that if the pricing error is obvious and unmistakeable and could have been recognised by you as a mispricing, we do not have to provide the goods to you at the incorrect (lower) price. We ask that all goods be paid for on completion of order and that all funds are cleared prior to delivery. We accept most major credit and debit cards such as VISA, MASTERCARD and MAESTRO On the order you must provide us with your exact billing address and telephone number - the address and telephone number your credit card bank has on file for you. Incorrect information will cause a delay in processing your order.
In the event that there is a pricing error on the website or in our printed catalogues then Victoria Plumb will not be bound to honour any orders made at that price.
PLEASE NOTE: We only accept Debit/Credit card payments from cards registered to an address within the UK.
Trade pricing. In some cases for presentation purposes, prices may be rounded to the nearest pound – however all prices will be fully detailed (including pence) in your shopping basket and in the checkout process. Prices are presented to show your trade discount excluding VAT. Please note your order will be billed inclusive of VAT. VAT will be taken up front and is the trade account holders responsibility to claim back.
For information on sale pricing see Section 11 (Offers, Competitions & Tile Samples).
5. Delivery Information
We aim to deliver most products within 5 working days if possible; however some made to order items may take longer. Please note however that all delivery dates given are only and always provisional. Goods are subject to availability and delay in delivery of goods is sometimes outside of our control. All orders must be delivered within 28 days.
When selecting our 2 man superior delivery service for your order, you will be shown a list of available delivery dates from which you can choose the most convenient for you. Certain postcode exclusions apply to this service - please see below for details. The delivery driver will also contact you in the morning of the day of delivery to confirm the approximate time. If you have any questions regarding your delivery please telephone our transport company on 01902 604 010. Please note that if there are any items on your order that are currently out of stock then the complete order will be delivered when these items are available. However, if you would like the items in stock to be delivered immediately then please contact a member of our sales team on 0344 804 4848 and they will be happy to arrange this for you.
If we miss the delivery date for any goods then you may cancel your order straight away if any of the following apply:
(a) we have refused to deliver the goods;
(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
(c) you told us before we accepted your order that delivery within the delivery deadline was essential.
If you do not wish to cancel your order straight away, or do not have the right to do so, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your order if we do not meet the new deadline.
If you do choose to cancel your order for late delivery, you can do so for just some of the goods or all of them, unless splitting them up would significantly reduce their value. If the goods have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this. After you cancel your order we will refund any sums you have paid to us for the cancelled goods and their delivery.
If you live in one of the following post code areas you CAN place an order online with Victoria Plumb but will not be able to select a delivery date during the checkout process, instead you will be contacted by phone within 48 hours of placing an order online to arrange delivery. This is due to the proximity of the location:
If you live in one of the following post code areas you cannot place an order through the Victoria Plumb website. However, you CAN order by ringing our call centre on 0344 804 48 48.
Victoria Plumb strongly advises you not to book your installers or engage in any preparatory work until full receipt of your goods. If any item is out of stock, a Victoria Plumb sales advisor will email or telephone you to advise you of the expected delivery date.
If an order cannot be successfully completed due to the customer being unable to accept the goods on the date agreed, then a redelivery charge may be applicable. This cost would then be borne by the customer.
If goods are ordered over the weekend or on a bank holiday the order date is taken as the following working day for delivery purposes. If a delivery would normally fall due over the Christmas shut down period the delivery period may be extended to a later date.
After delivery of your order please check your receipt and ensure that all the details are correct. If you are in any doubt please contact our sales department immediately as post delivery changes take time and can be an inconvenience to you.
We aim to deliver the following items within the time schedule below:
Please note that deliveries to Northern Ireland, Republic of Ireland, Isle of Man and Channel Islands will be delivered by a one man delivery service.
If your item is not in stock we will back order for you, or give you the option to cancel your order if you would rather not wait.
Please ensure that all goods are checked by yourself and we ask that any problems or damages are reported to our customer care team on 0344 804 48 48 as soon as reasonably possible.
As soon as we have delivered the goods to your door you will be responsible for them. We will only deliver to the address on the order and goods will not be left without a signature unless authorised by the person named on the order. From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. You own the goods once we have received payment in full, including any delivery charges.
Please check your tiles carefully before fixing. Shade variation is a design feature of most of our tiles. If for any reason you are not happy with the shade of your tiles, we cannot accept the responsibility after the tiles have been fixed. Fixing the tiles to a substrate means that you have accepted the tiles in their present state so no refunds or replacements will be offered. Please ensure you are happy with the shade of your tiles before you start any project.
Current delivery charges can be found under "Delivery Information" on our home page.
6. Trade Account Information
If orders are confirmed before 2pm, then they will be available for despatch by overnight courier for delivery the next working day, or can be ordered for a later date if required. All trade orders will be delivered using a one man delivery service, so please ensure that assistance is available at the delivery address if required. Please note that all delivery dates given are only and always provisional. Goods are subject to availability and delay in delivery of goods is sometimes outside of our control, and we accept no liability whatsoever in respect to late deliveries and/or any costs incurred.
For all other delivery terms & conditions please see 5 (above).
Recommend Victoria Plumb Cash back offer
† FREE STANDARD DELIVERY ON ORDERS OVER £350 FOR TRADE ACCOUNT CUSTOMERS ONLY - The Free Standard Delivery offer for Trade Account Holders only is applicable to orders over £350. Only available for deliveries to UK Mainland addresses.
Nothing in these terms limits or excludes our liability for:
a) death or personal injury caused by our negligence;
b) fraud or fraudulent misrepresentation;
c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or
d) defective products under the Consumer Protection Act 1987.
If you are acting in the course of a business, trade or profession (a business user) we shall:
a) under no circumstances whatever be liable to compensate you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with the Contract. For the avoidance of doubt, we shall have no liability to compensate you in relation to your use of the Website or its content whether arising in tort (including negligence), contract, for breach of statutory duty or otherwise, except for any refund we make under any other agreement between us or otherwise at our discretion.
b) Without prejudice, if you are acting as a business customer in your ordering and/or purchasing of Products, we accept no liability (whether arising in contract, tort (including negligence), for breach of statutory duty or otherwise) for any of the following losses:
c) Our total liability to you in respect of any other losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price of the Products you have purchased.
If you are a consumer:
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this Contract.
We only supply the Products to you for domestic and private use. You agree not to use the product for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
7. Cancellations and Returns - Victoria Plumb's commitment to you
In the unlikely event that you are not satisfied with your purchase for any reason, you have the right to cancel your order within 14 working days from the day after the date of delivery. To exercise your right of cancellation you must give written notice by post, email or fax, giving details of goods ordered and the delivery details. For full details of how to return goods please contact our customer care team on 0344 804 48 48.
Any non-faulty returns notified after 14 days but within 28 will only be refunded if the product is undamaged and still in their original, undamaged packaging. Returns for non-faulty goods outside 28 days will not be accepted. On cancellation, you must pay the collection charge or, alternatively, you may return the goods at your own cost unless we agree or confirm otherwise that you may dispose of the goods. Where the goods are being returned because they are faulty, incorrect or damaged then we will meet the cost of the return, but we ask that you allow us to nominate the carrier.
If you cancel your Contract we will:
(a) refund any delivery costs you have paid (provided you cancel within 14 days from the day after the date of delivery), although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method).
(b) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
(i) if you have received the Product and we are not collecting it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us;
(ii) if you have not received the Product or you have received it and we are collecting it from you: 14 days after you inform us of your decision to cancel the Contract.
All non faulty goods must be returned within 14 days starting from the day you notify us that you wish to cancel. We ask that all goods are returned safely, preferably in their original packaging. You must return the goods at your own cost (unless we agree otherwise or we confirm that you may dispose of the goods). Where the goods are being returned because they are faulty, incorrect or damaged then we will meet the cost of the return, but we ask that you allow us to nominate the carrier. Please note that if you wish us to collect the goods, a collection charge will be implemented for all non faulty returns up to a maximum of £49.99, and that this must be paid prior to any collection being processed.
Should you decide to return goods yourself via a courier service of your own choice then please note that this is done entirely at your own risk, and you should always ensure that you obtain proof of postage / delivery for your reference. Always inform our customer care team regarding the details of any goods you intend to return. Please note that we can only accept returned items from registered courier services, and that customers are unable to return items in person.
If you have any questions regarding cancellations, or returns then please call our customer care team on 0344 804 48 48.
If you have completed your tiling job and wish to return any resaleable goods we will provide you with a refund. Please note that only full boxes of tiles will be refunded. Simply return the items within 28 days of receipt of goods in their original condition. Adhesive or grout which has been opened and tools which have been used are non-refundable. Victoria Plumb reserve the right not to refund if the goods are deemed as not being in a resaleable condition. Delivery costs will be refunded, however the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method).
It is not unusual to have 2% - 3% of the tile broken to some degree (e.g. chipped edges). Any amount up to 10% is still considered acceptable. To take account of this, and as standard practice, we include excess tiles in your order to cover any breakages. These damaged tiles can be used for the cuts you will need to make. If breakage is above 10%, we would ask you to have it noted on the logistics receiving document and take pictures. Please ensure that all goods are checked by yourself and we ask that any problems or damages are reported to our customer care team on 0344 804 48 48 as soon as reasonably possible.
8. Victoria Plumb Guarantee
The price guarantee is available online.
At Victoria Plumb we know price is important and that’s why we put so much effort into getting it right, so if you find an equivalent product for sale anywhere else, we will match the lower price.
You will own the goods once we have received your payment in full. We will issue you with an electronic invoice once we have dispatched the goods to you. Failure by us to enforce any of these terms and conditions will not affect our right to enforce the rest of these terms and conditions. These terms and conditions are subject to change at any time without prior notice to you.
All our products are covered by a standard guarantee that on delivery and for a period of 12 months from delivery, the product(s) shall be free from material defects. This standard guarantee may only be enforced by the purchaser of the product(s) or, where this is a different person, the first end user of the product(s). This standard guarantee is non-transferable.
It is the responsibility of the purchaser (or where relevant, the first end user) to regularly check the condition of the product(s). We cannot accept responsibility for any loss or damage suffered, or incurred as a consequence of failure or delay in reporting defects promptly.
The standard guarantee only applies to products which have not been re-installed (i.e. they have not been moved from their original installation position or location for any reason).
The standard guarantee only applies to products purchased and installed in the UK.
The remedy available to the purchaser (or where relevant, the first end user) under this standard guarantee is the right to have any products replaced. Victoria Plumb will only be responsible for repair work which arises as a direct consequence of a manufacturing defect in the product(s). We will not be responsible for, or have any liability to pay for any losses (financial or otherwise) that are not directly associated with the manufacturing defect that causes you to claim under this standard guarantee.
If you are a consumer, this warranty is in addition to, and does not affect, your legal rights in relation to the product(s) that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
To make a claim pursuant to this guarantee, please contact us following the instructions in the email correspondence.
The purchaser (or where relevant, the first end user) may be able to register for an extended guarantee depending on whether you have purchased a qualifying product. Details of any extended guarantee will be provided with your product where applicable.
11. Promotional Codes
Standard promotional code terms & conditions:
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