Terms & Conditions of Sale

We list all our prices both exclusive and inclusive of VAT, where appropriate. Please note that all our prices are subject to change without notice, so please check prices carefully before placing your order. On rare occasions, we may accidentally list an incorrect price for a Product on our website. Where the Product’s correct price is less than the listed price, we’ll charge you the lower amount when processing your order. However, if the Product’s correct price is higher than our listed price, we’re under no obligation to provide the Product to you at the incorrect (lower) price, even after we’ve sent you an order confirmation e-mail. In this situation, at our discretion, we’ll either contact you for instructions before dispatching the Product or reject your order and notify you of this.

Large baskets have free next day delivery if the products are stocked at your local branch. If they are not stocked at your local branch, our distribution centre will deliver your items at a cost of £20 ex VAT.

Small baskets (on selected lines only) have free next day delivery on orders over £75 ex VAT. Orders under £75 ex VAT will incur a cost of £5 ex VAT.

Standard Delivery

Account customers: Account customers receive free standard delivery on all orders.

Non-account customers: Standard delivery will be free on all orders over £75 ex VAT. Orders under £75 ex VAT will incur a cost of £5 ex VAT.

We deliver Monday to Friday (except Bank Holidays), between 7:30am and 5pm. We don’t make deliveries over the weekend. We deliver to all mainland locations in England, Scotland and Wales, and the Isle of Wight. We may be able to deliver to the Isle of Man, and some other remote locations, depending on the type of Products you’ve ordered. However, an extra charge will apply to these deliveries. Please note that we can’t deliver any Products to Northern Ireland. If you are based outside of the UK, you should make your own arrangements to have the order delivered to a UK address, collected from the UK or arrange for a delivery to be made outside of the UK.

To check whether we can deliver to your area, please call your nearest City Plumbing branch or our customer service team on 0330 678 0267.

All the Products within your order must be delivered to a single address. For security reasons, we must deliver to the cardholder’s address the first time you place an order, or when you use a different debit or credit card to pay for your order. After that, future deliveries can be made to different addresses.

All our deliveries are kerbside, meaning your order is guaranteed to be left at the nearest access point to the provided address. You will be responsible for your delivery from there.

You must accept these Terms in full before your order can be placed. We don’t knowingly sell to children, so you must be aged 18 or over to place an order with us. Our order process lets you check and amend any errors before submitting your order to us. Please take the time to read and check your order carefully at each stage of the process. Please make sure that you provide your correct phone number and email address when you place your order. When you place your order, this represents an offer to purchase Products from us. We’ll send you an email to confirm that we’ve received your order. However, this order confirmation email doesn’t mean that we’ve accepted your order (see drop down below).

You can only pay for Products ordered through our website by debit or credit card. We accept Visa and Mastercard credit cards, and Maestro, Delta and Visa Electron debit cards. You can also pay via PayPal, American Express through PayPal, and PayPal Pay in 3.

We do not accept Mastercard Fleet Card or Visa Purchasing Card

We’ll take payment for your order, including delivery charges, from your debit or credit card at the time you place your order (unless you have received our prior express written (including email) agreement to any longer period for payment). However, this doesn’t mean that your order has been accepted and if we reject your order for any reason (see below), or we can’t supply the Products you’ve ordered, we’ll credit your payment card with a full refund where payment has already been made.

If you wish to make a payment by cash, please visit your local branch.

Accepting your order, your Contract with us and situations where we may have to reject your order.

Your order will be automatically accepted when we dispatch your Products, unless we reject your order (see below) and provided that we’ve received payment in full for the Products and any related delivery charges. The Contract between us is formed at the time we dispatch your Products. If your order is dispatched in more than one delivery or for more than one collection, each dispatch will form a separate Contract covering the Product(s) delivered or collected under that dispatch. Without affecting your Consumer Cancellation Right (see below), you can cancel your order for a Product at no cost, at any time before we dispatch that Product. However, if we’ve already cut or made a Product to your specific measurements, or personalised it for you in any other way, this right to cancel doesn’t apply. Before we’ve accepted your order, we reserve the right to tell you that your order has been rejected for any reason. In particular, all orders are subject to stock availability. We’ll tell you as soon as possible if we can’t supply one or more of the Products that you’ve ordered. If we can’t contact you about these out-of-stock Products, we’ll accept your order for the Products we do have in stock. If you’ve already paid for the unavailable Products, we’ll give you a refund for their purchase price.

We’ll always try our best to meet the estimated delivery timescales we give you. However, we won’t be held responsible for any failure to deliver your order within the stated timescales, provided we deliver the Products within 30 days of receiving your payment, or within a longer time period if we’ve expressly agreed this with you.

If we can’t deliver your order within this timescale, we’ll let you know and give you the opportunity to either wait for the Products or cancel your Contract. If you choose to cancel, we’ll give you a full refund including any delivery charges that apply.

We strongly recommend that you don’t book fitters or tradesmen until we’ve delivered your order in full and you’ve checked it over. Please note that we can’t be held responsible for any charges made by fitters or tradesmen as a result of your order not being delivered, or because you didn’t check your delivery before booking their services.

Next day delivery is available on qualifying products and is free for small baskets with an order value of above £75.

To qualify for next day delivery, place your order by 5pm. For more information about next day delivery cost, see the 'Making a Purchase' section above.

We’ll always try to make one single delivery where possible, to minimise inconvenience. However, this may not always be possible. Where your order contains a mix of Products with different delivery lead times, the longest lead time will always apply to the entire order.

All deliveries must be received and signed for by a person aged 18 or over. If no one is available to take the delivery, we’ll call you to arrange a suitable date and time for redelivery. We may need to make an additional handling charge for this. If no one is available to receive the redelivery, we may cancel your order and refund your payment, minus any delivery and handling charges.

All our deliveries are kerbside, meaning your order is guaranteed to be left at the nearest access point to the provided address. You will be responsible for your delivery from there.

We aim to ensure that click and collect orders placed before 3pm Monday-Friday, that are in stock at your nominated branch, are available for collection within five (5) branch trading minutes of our first email confirming your order number. Please check your selected branch’s trading hours as these may vary.

You can still order items that are not in stock in your local branch for collection. We aim to make these available for collection within 2 working days.

Once your order has been placed you will receive an email confirming your order number. A second email will be sent to confirm when your order is available for collection. If you have chosen to collect Products from more than one branch then each branch will contact you separately to inform you that your Product(s) are ready for collection. Orders will be held for 1 working day from the time we send our e-mail to confirm that your order is available for collection. If you have not collected your order within this time frame you will be contacted by the collection branch. We reserve the right to automatically cancel and refund any orders not collected within 5 working days and the Product(s) will no longer be reserved for you.

We will try our best to meet the collection date and time estimates we give you but shall not be responsible for any failure to make the ordered Products available for collection within these stated time frames so long as we make the Products available for collection within 30 days of when we receive payment from you (or within any longer period we have expressly agreed with you). We will let you know if we cannot make your Products available for collection within this timescale, and give you the opportunity to either wait for the Products to be made available for collection or cancel your Contract. If you choose to cancel we will give you a full refund.

In the unlikely event that a product is faulty, not as described, or delivered damaged. Please refer to the Returns Policy for all matters dealing with your rights.

If there are any issues with the products you’ve ordered, please contact us. You can email Customer Service at customerservice@cityplumbing.co.uk or call the team on 0330 678 0267. Please have your order number and details of the affected Product(s).

Please refer to the Returns Policy for all matters dealing with returns and refunds.