MyTub - Plumbing, Parts and Spares, Drainage and Heating trade supply specialists

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Coronavirus - We are working tirelessly to keep our colleagues safe and deliveries operating as normal where-ever possible to support your business.

Monday 20, September 2021
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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. Here is a list of manufactures contact details...click here

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.

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Feedback

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

Picked the item up today. Just what I ordered. A fine delivery process....
...George Fowle

Had to wait a week for the part, but didnt mind as it was cheaper than other places. However I was kept updated at all times by the friendly customer services staff. Will definately recommend MyTub to all my friends and family!...
...Mr. Bali Jhalli

Thank you MY TUB! You are really doing a great job. It took a couple of minute to solve my problem. I am waiting for the parts. One more big thank you! Best regards, Dan...
...DAN IOAN NEGRU

First, The part is correct, fitted and leak free, so thanks. Actually, if I were to do this again I would buy from a local shop, accepting the higher piece price for a faster delivery. Your price advantage was almost completely eroded by the shipping charges - why not simply post it especially as I was prepared to wait. Anyhow, as I said before, the part is correct and has fixed my problem so Im happy enough on that score. Regards Colin...
...Colin Gillmor

Helpful people at mytub but good service was ruined by poor delivery service - took weeks to get all the items delivered!...
...Duncan Alexander

Kept informed of the delivery dates throughout the process. Received a rapid response to my emails. 2nd order with this company. Will use again....
...Gary Mallinson

Handled by order very well, even though had to sourced elsewhere...
...Anthony Reading

Very good service...
...Edna Fullbrook

Excellent service and communication. Product as described and arrived swiftly. 5 * service would throughly recommend!...
...Tracey Eve

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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 charged at 7p per minute plus your network charges.	Copyright 2007 - 2021 © MyTub Ltd	Plumbing, Parts and Spares, Drainage and Heating HVAC Trade Supplies Specialists