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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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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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very goodservice, and client very pleased with the boiler. thanks she now has a nice warm house again....
...june chalmers
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excellent service. Part fitted and working , happy customer...
...KOOLFORCE
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I googled this item and saw your website came up saying £25.91 door to door. When I ordered the item I noticed you added VAT. It said free delivery. Now I get an email saying I owe £7.95 Delivery VAT. I believe this is misinterpretation. I have never ordered an item anywhere before where delivery charge does not come up at the time of ordering and then told later I owe for delivery. Unless I can get this item for Free Deliveyr please cancel my order.
Mandy...
...Mandy Wiles
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Brilliant service, easy to use website and very fast delivery. The product I bought was supplied by the Plumb Centre who could not help me - I got all the help I needed from My Tub and it was cheaper! Many thanks.
...
...Helen
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Great price and very good service, arrived exactly when advised.
Will use this site and service again....
...Philip Creighton
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Thank for prompt delivery of the order which was received today. I am very impressed with the speed of delivery and hope to buy further parts in the future....
...Kind regards
Dalvir
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Easy to use, efficient and speedy delivery. Thankyou ...
...Robert Collins - Lower Sutton Farm
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Dear Sirs,
I have now received my order thank you. I did not receive on the day I was originally told it would arrive and did not receive any call to advise me. It was only when I contacted you after 4pm as I was notified due to there not being enough drivers I would not get it. I was then told it would come the next day. When I advised I could not take the order due to work commitments I was asked if i could collect it. I thought this was a bit inconsiderate when I had taken a day off and sat in all day wasting an entire day for nothing. When I asked if it could be delivered Monday as I had a pre booked holiday I was assured it would be with me first thing and it was. I am totally happy with the item and if the delivery had gone to plan on the original day I would be singing your pra...
...Joanne Lewis
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Wonderful experience all around. Excellent communication, kept me uptodate on delivery timescales and progress.
Could not have expected more from a little known company. Will come back again if need anything else. ...
...Aditya Gupta
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Brilliant service,part ordered 1215hrs tuesday, delivered 1100hrs next day...
...ken jackson
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more reviews... |
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