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MyTub - Plumbing, Parts and Spares, Drainage and Heating trade supply specialists
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Contact MyTub for Plumbing, Parts and Spares, Drainage and Heating 0844 556 1818


The specialists to trust in trade supplies

Upto 60% off RRP
Tuesday 19, March 2024
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Home > FAQ

Frequently Asked Questions

Q : How far in advance should I place my order?

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.

 

Q : When should I book the Engineer or Plumber?

A : Of course excepting emergencies, wait until you have the item or items in your possession, & have checked the condition.

 

Q : What do I do when my goods arrive?

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.

 

Q : My goods have arrived damaged, and not yet been fitted

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.

 

Q : My goods are damaged, but have already been fitted.

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.

 

Q : My goods are faulty or have developed a fault.

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.
 

Q : I have a question for the manufacture, will they talk to me?

A : Yes, mention that MyTub has recommended you talk direct with them prior to your purchase.
 

Q : I have ordered an incorrect item & want to return it.

A : Call or e-mail us FIRST.

Do NOT send anything to this office or to the branch without
speaking to us.
 

Q : My order total is over the FREE delivery value, but there is still a delivery charge?

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.

 

Q : It’s for export, why VAT is still there?

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.
 

Delivery to your door

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Feedback
I have been trying to get this part for 2 months and have been persistently let down, including being fobbed off by the manufacturer, I ordered it from my Tub and it arrived within 8 days! Nothing short of miraculous! I cannot recommend this company highly enough, my first stop from now on. The link has been added to my favourites to ensure I never get messed about again. You have scored 11 out of 10 in my book, Well Done!... 
...Jeff Graham
Toilet seats were poor quality. Dont think they were genuine roca toilet seats as advertised. ------------- ------------- --------------- Hello I have spoken with the delivering branch and these are indeed genuine Roca products. You are very welcome to return them for a full refund. I will be calling Roca today to give them your feedback and ask their comments. Regards MyTub ... 
...Mick Malone
Just what I wanted and at a much better price for the item and the carriage than other suppliers.... 
...Mr Tim Green
Very good service goods arrived earlier than expected. I would suggest that if you can get the goods out as quickly as you did you should advise the customer of this. i expected the delivery in 45 days and received it next day there are a number of instances where given a 4 day delivery i would have looked elsewhere... 
...air power products ltd
Hi, Christine in your sales department was very helpful and helped me track down some parts for a boiler i was struggling to find elsewhere. She sourced the parts you did not have on your website which was very helpful indeed. I have never used you before and would be happy to again. My only complaint is that on your website you have a big selection of parts which is great but for someone like me who is not that sure of what they are buying from a description as a DIYer its very important to have pictures to reassure that what you are looking at is what you want. I found one of the parts i wanted on your website but quickly looked else where because there was no picture. It was because i got the part numbers i needed and with Christines help i then was confident to buy the parts.... 
...Sam Plumbe
You always keep in touch and let me know how the order is going. Thank you Debbie. I find My Tub very useful for finding obsolete parts that are difficult to come by.... 
...Terry Young
Very good responce received my order the following day at the best price on the internet....Thank you ....... 
...John Young - Elec Resourcing Ltd.
The unit has just arrived.Thank you. I have to say that apart from the e-mail problem your customer service has been one of the best I have ever had. Thanks again.... 
...Martin Lee
Easy to use website, good price, speedy delivery, precise info re delivery time, excellent.... 
...J TEBBS
very helpful quick service, thank you... 
...Linda Hadden
more reviews...

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MyTub Ltd
61 Victoria Terrace
Whitley Bay
Tyne & Wear
NE26 2QN
Company No. 06352542
VAT number: 917634607
Telephone 0844 5561818 calls are charged at 7p per minute PLUS your telephone network will charge you which can be significant.
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  Plumbing, Parts and Spares, Drainage and Heating HVAC
Trade Supplies Specialists