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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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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.
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Q
: I have a question for the manufacture, will they talk to me?
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A :
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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Your Shopping Cart is Empty |
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Excellent service and quality product delivered.... ...Clive Munnings
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No problems with this transaction. The boiler was delivered on the date stated.
I will use mytub again if the need arises.
Many thanks
George Swift... ...George Swift
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Excellent service. Part took a bit of time to come from the manufacturer and we had several updates so we in turn could keep our customer informed all the way. ... ...Robert McNamara
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I was pleased with the product (it worked) and level of communication later into the buying process but was left disappointed with the sales tactics.
I had chosen MyTub because when I called you gave me a lead time which was shorter than my plumber had stated. We were without a shower and wanted it working as soon as possible. Your product was slightly more expensive, but explaining my situation to your salesman, I had been told that the part would definitely arrive sooner. I therefore made the decision to buy with MyTub.
I was disappointed though as once payment had been taken I was told that the lead time was beyond what my plumber had suggested...so I had paid more for no reason. I appreciate that sometimes delays occur, but I was left with the feeling that MyTub were just tryin... ...Emma Sproat
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Excellent service.
Free delivery
Hassle free... ...D Bailey
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Your customer service was 1st rate. after trying to resolve the problem with my order I was refunded for the item .
I wish to thank Deborah for her patience and help in resolving the problem.... ...Mrs Avril Thomas
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Initial order got lost, but staff were efficient in sourcing more parts and sending them to me. Very pleased with service.... ...Anthony Drake
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Great service and kept well informed of the status of my order.
The only website I could find that sold the parts I needed and probably saved me over £300 in service engineer call out charges.
Found my tub by googling the part number I was after.
Great website, great service, definitely would recommend to others.... ...Andy Bridge - Belbroughton Cricket Club
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Delivered in good condition on the day - morning as promised... ...Mr I H Goodale
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Thank you for a great service, when its still so rare to get it! You kept us updated from start to finish with the order and it arrived whe you said it would. We will defintely use you again. ... ...BDP
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more reviews... |
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