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

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Saturday 27, July 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.

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Feedback

Good customer service and helpful contact - when it became clear you couldnt supply the original panels I wanted and to be honest, I thought they might have been discontinued you offered me options and quickly processed the new order and partial refund. You were also courteous while I was asking what turned out to be a foolish question! : Your supplier rang me promptly to arrange delivery, which was in the timeframe specified. Thanks!...
...Elaine Lawrence

A Fast Delivery ...
...Reece Bevan - Plumb Factory

the price I paid was very resonable, the delivery could have been quicker as the supplier I regularly use took receipt of this days before the actual delivery date. I thought this would be sent direct I infact asked how long this order would take to deliver and was told it was with woolsley waiting to be delivered two days later. You would please and maybe have returning customers if the delivery was quicker. In general I am pleased with your service. Thankyou...
...G A GAS SERVICES

I ordered this same item just two years ago thermo couple for gas fire ordered it the at 3pm arrived 9am next day, this time taken a few days longer but no emergency so pleased enough about service, the only criticism I made then and am making now still no PHOTO image of the item being purchased it really does make a difference when you can compare it item that you trying to match, luckily I still had the same part number, but would illuminate some problems. ------------- ---------------------------- Dear Henry We have uploaded a photo now, thanks for the feedback. Regards MyTub ...
...Henry P Robinson

It is disappointing that you refuse to post small items when I was happy to pay internation postage with signature / insurance. The cost of sending 3 small items that would basically fit into an envelope is extremely high and to insist on courier service is disappointing. Regards. Alwyn Kennedy JP Vic ------------- --------------------------- Very sorry but we are not geared up to use the royal mail for deliveries. Regards MyTub...
...Alwyn Kennedy JP

Received my order as promised today May I compliment you on your Customer Service Christine has kept me well informed of every step of my order and I have found this most reassuring. It is very rare to get such good service - Thank you ...
...Paul Hickling

Helpful website made it easy to locate correct replacement part. Picture of part made it even easier. Delivery of part was next day even though order was after 1.00pm. 10 out of 10 for accuracey and speed of service. Will definately use again. ...
...Scolton Country Cottages

Very good service from the first initial contact through to delivery. Very helpful staff and extremely good product. ...
...Peter Woffenden

Excellent service and communication Good price Well done...
...Edward French

Nice service and good company to deal with...
...jeffrey black

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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.	Copyright 2007 - 2024 © MyTub Ltd	Plumbing, Parts and Spares, Drainage and Heating HVAC Trade Supplies Specialists