At London Plumbing & Heating Supplies, your satisfaction is our priority.
If something’s not quite right, we’re here to help. Whether you need to return, exchange, or report an issue, just drop us an email at returns@lphonline.co.uk, and we’ll guide you through the process.

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How to Return an Item

• You may return most unused items within 30 days of delivery, provided they are in their original, undamaged packaging.

• Delivery charges are non-refundable, unless the item is faulty or sent in error.

• Please avoid attaching labels directly to product packaging. Items must be wrapped and securely packaged to remain in a resalable condition.

• You are responsible for return postage costs, unless the item is faulty—in which case, we’ll arrange collection during the replacement delivery.

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Received the Wrong Item or Something’s Damaged?

• Please inspect your order upon delivery and report any discrepancies within 72 hours.

• If something is missing, damaged, or incorrect, email us immediately at returns@lphonline.co.uk.

• Do not open or install items that appear damaged or incorrect—we’ll guide you on what to do next.

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Faulty Products

• Most of our products are covered by a 12-month manufacturer’s warranty, unless stated otherwise.

• Suspect a fault? Get in touch with us at returns@lphonline.co.uk, and we’ll help resolve the issue promptly.

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Special Order Items

Items made to order (e.g., custom-colour radiators or towel rails) are non-returnable unless faulty.
Please:

• Ensure you’ve selected the correct colour and size before placing your order.

• Note that colours may vary slightly due to screen settings or lighting.
  We recommend ordering a RAL colour sample or using a test paint pot before confirming your choice.

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Radiator Returns – Important Information

• Radiators must be unused, uninstalled, and in perfect condition to qualify for return.

• If you are not exchanging for another radiator, a £12.50 + VAT collection fee will apply (unless the item is faulty).

• Custom-colour or made-to-order radiators are non-returnable.

• Report damages within 3 days of delivery.

• Once installed, the radiator is considered accepted and cannot be returned.

• Please check system compatibility before installation. For example, avoid using softened water or installing steel radiators on domestic hot water circuits.

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Boiler Returns

• Returns are accepted only if the packaging is unopened and undamaged.

• Installed boilers cannot be returned. If an issue arises after installation, please contact your Gas Safe registered engineer to address it via the manufacturer’s warranty.

• If further assistance is needed, we’re happy to help facilitate communication with the manufacturer.

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Smart Home & Google Nest Products

• If your Google Nest item is faulty, you’ll need to contact Google Support first.
  They will provide troubleshooting and, if necessary, a case number—we require this to process your return.

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Restocking Fees

• A 15% restocking fee applies to most returns.

• For special-order items, restocking fees may vary based on the supplier’s return policy.

• Trade Account customers: Please refer to the Trade Terms & Conditions.

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Consumer Rights

Your statutory rights under consumer law, including those related to distance selling, remain unaffected by this returns policy.

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Need Help?

We’re just an email away. Contact our returns team at:
returns@lphonline.co.uk

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Last updated: June 2025