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.

Friday 29, May 2020
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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

very good service. mailed on sunday to ask how long to get part.mail reply early monday morning.ordered 10.00am monday and delivered to door tuesday 2.00pm.it was only a knob for a gas fire but postage was cheaper than other sites.can only recomend site....
...mr frank beazer

Good fast delivery of quality parts....
...Graham White

I normally dont make the time to write reviews when I get good service but this time I couldnt excuse myself as these guys were EXCEPTIONAL! The goods I ordered off the very clean on-line ordering process were unfortunately no longer available and the communication of that fact was both timely and professional. Not only that, the Team at My Tub tried to present some alternatives to consider which at first didnt meet my expectations. They went away and researched some more for me, and presented an alternative which I then went for and they were duly ordered with an expectation of 6-8 week delivery given they were a special item. I got an email and a telephone message 3 days ago saying they were now ready for dispatch and would be sent the very next day. They turned up as promised...
...Martin Scott

thank you for sending my order in super fine time, and for keeping me up to date with my order it fits perfectly in my fire very pleased. thank you terry plymouth....
...terry johnston

Bit of a muddle on delivery which meant I stayed in for best part of a day but 3rd time lucky. Advice to others: always check first thing if item on the van on deliivery day. Otherwise the product and service were excellent. ------------- ------------------------- ------------------------- --------------- Good evening, I am sorry about the delivery mix up. I am also sorry we did not apologize at the time. Regards MyTub...
...Anne Drysdale

Item received in good condition on the promised date. Good delivery service from wolsely...
...Nigel Richardson

Good service in my opnion, delivered on time as stated, and left with a neighbour as requested.----- Did what it said on the tin!!!!!!!!!!!...
...DAVID JACKSON

fantastic service - my shower supplier plumbcenter said the item was unavailable yet my tub found the item made by plumbcentre..! and sent it to my local plumbcenter branch - jeanette from my tub was very helpful and i would use them again...
...chris exall

Delivered , fast and to desired destination. No issues...
...M.I Electrical Contractors

Received order on time as promised. Excellent service...
...R Tanner

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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 - 2020 © MyTub Ltd	Plumbing, Parts and Spares, Drainage and Heating HVAC Trade Supplies Specialists