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Terms & Conditions

Taps UK may update their terms & conditions from time to time, please print this page for reference on the day of your purchase if required. Last updated 06/08/2013


Delivery Information
Damage in Transit
Shortage
Collection
Change of Delivery Address
Cancelling an Item
14 Day Money Back Guarantee
90 Day Exchange Guarantee
Product Guarantee
15 Year Guarantee by Taps UK
Manufacturers Guarantee
International Customers - Non UK
Site Contents & Disclaimer
Applicable Law - International Customers

Introduction

TapsUK work extremely hard to ensure that our prices are kept as low as possible. In order to continue offering all of our customers these low prices, please take a minute to read through the terms and conditions below, before you complete your purchase with TapsUK.

If you are unsure or have any issues with our terms and conditions outlined below, please do not hesitate to email our customer support team who will be more than happy to answer your queries by reply and keep any enquiries on file. Please read all sections of the terms and conditions thoroughly.

By placing an order through our website, you are accepting the terms and conditions explained below. If you do not agree to these terms then you may not use our site.

Description of Goods

All of our images, descriptions, specifications and advertising are correct at the time of creation using information given to us by the manufacturer/distributor of the product. All information given on our website is approximate and is intended as a guide only. Our listings are regularly updated and checked so we can ensure they are as accurate as possible, however we would recommend seeking technical advice from a qualified source before ordering products and undertaking any major work

We make every effort to ensure that our images correctly represent our items, however due to variations in colour preference and set-up on computer monitors there may be a slight variation of colour when displayed on different devices

Delivery Information

All delivery sizes are clearly shown on the product information page. If you order more than one item you will only pay the delivery charge for the largest item (the smaller items will be effectively shipped for free). All delivery times state on our website and in our terms and conditions are in working days.

Important Information 

TapsUK strongly advises you do not book any contractors, plumbers or fitters until full receipt of all items in good condition. We aim to deliver all of our orders within the advertised delivery lead times, however all delivery times are provisional and TapsUK cannot be held responsible for any expenses or costs caused by unexpected delays due to logistics.

Please note; if there are any items out of stock on your order, all items will be delivered when these items come back into stock. If there is an item on your order that is out of stock, a customer support advisor will contact you with an expected delivery date, and if you would like the items in stock to be despatched immediately we can arrange this for you and send your other items to follow when they are available.

Standard and Next Day Delivery Costs

*Scottish Highland postcodes IV, HS, KA27 - KA28, KW, PA20 - PA49, PA60 - PA78, PH17 - PH26, PH30 - PH44, PH49 - PH50

**Next day delivery available on selected advertised items only. Orders must be placed before 2:00pm (excludes Saturday delivery) English Islands includes Isle of Wight

***Extra large items cannot be delivered to the following postcodes G83 above, PA20 above, FK16 above, PH17, PH27 above, KW above, HS above, ZE above IV (except 12, 13, 29, 30, 31 32)

Extra large items may take 2-3 days longer for delivery to certain areas, please email our customer services for more information

Standard Delivery Time

All standard deliveries* are made during Monday to Friday, excluding weekends and public holidays or any holidays stated on our website. For standard delivery lead times, please refer to the individual listings on our website, which put all items into an estimated delivery timeframe (i.e. 3-5 working days). For Scottish Highlands and non mainland UK, please allow an extra 2-3 days for delivery.

Small items delivered by Royal Mail may arrive on Saturday, and also Extra Large items may be delivered on Saturday if arranged with the couriers (subject to availability)

Small Items Via Royal Mail

Goods are delivered by Royal Mail and may require a signature upon delivery. We put all of our goods on a first class service; however please allow up to 5 days for delivery after despatch notification

Medium and large Items Via Courier

The couriers will attempt delivery at your address, if no-one is available to sign for the goods, a card will be left for you to contact the couriers to collect from the local depot. The couriers may attempt delivery the following day, but they do not guarantee this second attempt. Goods delivered by courier will require a signature upon delivery.

Please be advised, a telephone number is required so that we can arrange the delivery of some items. Any failure to provide a valid contact number at the point of purchase may cause significant delay to delivery.

Extra Large Items Via Pallet Transport Company

TapsUK will despatch your item to our courier ready for delivery and email you confirming this. Our transport company will then call you to arrange delivery of your purchase, this will be within 48 hours of despatch, and you will be able to arrange a suitable day for your delivery. Goods delivered by our transport company will require a signature upon delivery.

Please be advised, a telephone number is required so that we can arrange the delivery of some items. Any failure to provide a valid contact number at the point of purchase may cause significant delay to delivery.

Due to the fragile nature of most extra large items, we ask that all items are checked for any obvious signs of damage before you sign for the goods. Any items with significant damage must be refused and signed for as damaged.

Damage in Transit - All Items

All goods delivered within the UK and Ireland are insured against damage in transit. Due to time restrictions put in place by the Transport Company and manufacturers, we cannot consider any claims for damage after 7 days (unless stated different).

Please ensure that all items are checked fully on delivery, by either yourself or an informed party. Any damage needs to be reported to TapsUK within 7 days of delivery. After this time we are no longer able to claim from the transport company or the manufacturer. This can be reported to Aftersales via email or our premium rate telephone service.

When purchasing any items from our store you are agreeing to indemnify TapsUK of all losses if you fail to notify us of any damage within 7 days of delivery

Due to the fragile nature of most extra large items, we ask that all items are checked for any obvious signs of damage before you sign for the goods. Any items with significant damage must be refused and signed for as damaged.

Shortages

Please ensure that all items are checked fully on delivery, by either yourself or an informed party. Any shortages need to be reported to TapsUK within 7 days of delivery. After this time we would have to charge for any replacement parts or items. This can be reported to After sales via email or our premium rate telephone service.

When purchasing any items from our store you are agreeing to indemnify TapsUK of all losses if you fail to notify us of any shortages within 7 days of delivery

Collections

TapsUK is an online specialist company and unfortunately we do not offer a collection service due to health and safety regulations enforced at our distribution warehouse

Change of Delivery Address

Due to an increasing amount of credit card fraud, TapsUK are only able to deliver goods to the credit card holder's address. We apologise for any inconvenience caused.

We do offer alternative payment methods, which may offer this service at their own discretion.

Cancelling an Item

You can cancel an order placed with TapsUK up to 14 working days after delivery. Just send an email to the after sales team requesting the cancellation. If the item has not been delivered the order will be cancelled and a refund processed. If the item has been despatched we will process the refund when the item has been returned to us. Please see returns for more information regarding delivered items.

All cancellations must be submitted by email, as written confirmation is needed for this to be processed. Cancellations and refunds cannot be dealt with by telephone

Other Delivery Related Questions

If you have any other questions regarding delivery, please contact after sales.

14 Days Money Back Guarantee

All items are backed by our 14 days no quibble money back guarantee. Just contact our aftersales by submitting a ticket through our online help desk within 14 days of delivery.

We will then email you a returns form with returns reference number. We would then ask you to complete the returns form and send your item back for a refund with the form (please note we do not cover postage cost). Goods are refunded within 30 days.

90 Day Exchange Guarantee

All items are backed by our 90 days exchange guarantee. Just contact our aftersales by submitting a ticket through our online help desk within 90 days of delivery with the following information;

  • Email Address
  • Name
  • Contact Telephone Number
  • Invoice Number
  • Product detail of item returning
  • Reason for request to exchange
  • Details of your preferred item

Exchanges made over 14 days after delivery, will be liable for a 25% restocking charge.

We will then advise you of availability, price difference and delivery costs, and also the best way to pay for the new item. You will then be issued with your returns information to send the item back to us, when we have received the returned item, we will then send your preferred item within 7 days of receipt.

We do not under any circumstances exchange an item after 90 days of delivery.

All goods must be returned to us in their original packaging in a sellable condition. Taps UK reserves the right to refuse any goods that are returned to us, and do not meet these requirements.

Product Guarantee

All items supplied by Taps UK have minimum of 6 month guarantee against manufacturing defect unless stated longer

In the unlikely event that damage or faults do occur, we will either;

  1. Refund
  2. Provide a Replacement Part
  3. Repair the Product
  4. Exchange 

Firstly please report the damage or fault by contact our aftersales by submitting a ticket through our online help desk so that we can open a case. The more information you provide, the quicker we will be able to diagnose the problem and reach a resolution. Unfortunately, merely stating that the item is ‘faulty’ is not sufficient information for us to assess the problem, and will cause significant delay to resolving the complaint.

Please email us initially with your name, invoice number, Item description, date of purchase, payment method and contact telephone number, along with details of the fault or damage. Photographic evidence of the fault also speeds up the process, as this enables our customer support team to locate the best solution as quickly as possible

Without photographic evidence, we can offer a collection for inspection. If the item is deemed faulty, then we will repair/ replace the item and return it to you. If no fault is found when the item is inspected, you would be liable for both the collection costs, and the cost of returning the item to you.

Our guarantee does not cover use of replacement parts purchased from a third party, and use of such parts will render your guarantee void.

1. Refund

If your purchase is within 14 days of delivery and you are unsatisfied with any solutions offered by the customer services department, then we can offer you a refund on the item including your initial postage costs. Just send an email through to the TapsUK after sales team with an explanation and we will email you the returns form and your returns reference number.

Please complete the returns form and send your item back for a refund. Please ensure that the item is returned in its original condition and packaging. Goods are refunded within 30 days. If your purchase is outside of the 14 days we do not refund under any circumstances.

2. Provide Replacement Part

If your item is within 6 months of purchase, we can offer replacement parts and instructions to repair the item. This is the quickest and most efficient way to resolve the majority of problems. Just send an email through to the TapsUK after sales team with an explanation and they will confirm your address and get suitable parts sent out for you as well as instructions to fit these parts. Most parts are dispatched the same day, and are with you in 2-3 working days.

Should we request any parts or the original back from you, we will cover any postal costs incurred

3. Repair the Product

If your item fails due to a manufacturing fault within the first 6 months (from the delivery date) we can collect and repair the item. Just email our after sales team with information regarding the fault, and they will reply with the relevant returns form and information to return the item to us. We will then arrange with you a suitable date for collection during working hours (8am -6pm, Monday to Friday) and we will then arrange this with our couriers.

Once the item is back to us, we will then process the item and establish the fault ready for repair. Once repaired, the item will then be dispatched back to you on a courier, and should be with you within 48 hours. This whole process can take up to 21 working days, depending on the nature of the fault with the item. The majority of repairs are very straightforward and can be solved without returning the goods to us. Returning the item to us is a lengthy process and is not recommended in most circumstances because of this, however the option exists for any problems that require this action

4. Exchange

You also have the option to exchange your items for alternatives within 14 days of delivery. Please be advised, you will be liable for both the return costs for the old item and re-delivery costs of the newly ordered item. Exchanges made over 14 days after delivery will also be liable for a 25% restocking charge.

Just email the after sales team within 30 days of delivery including your order information and details of your preferred item. They will then advise you of availability, price difference and delivery costs, and also the best way to pay for the new item. You will then be issued with your returns information to send the item back to us, when we have received the returned item, we will then send your preferred item within 7 working days of receipt.

If your purchase is over 14 days of delivery but less than 90 days of delivery, we can still offer an exchange as above however we will charge a 25% restocking/handling charge. We do not under any circumstances exchange an item after 90 days of delivery.

All goods must be returned to us in their original packaging in a sellable condition. Taps UK reserves the right to refuse any goods that are returned to us, and do not meet these requirements.

Important Returns Information

  • All items being returned to us must be returned with a valid returns form to ensure a fast resolution
  • The purchaser is responsible for the items arriving back to Taps UK in good condition. Packaging may need to be improved for some delicate items such as ceramic or composite sinks. For packaging advice we would recommend talking to the courier that you intend on sending the item with
  • We strongly recommend you send the item back via recorded delivery/tracking service as items will not be refunded unless we have proof of delivery. We also recommend insuring the items for transit in case of damage
  • Items cannot be returned in person due to strict health and safety regulations imposed as our distribution warehouse, and customer attempting this will be turned away by our warehouse personnel
  • For any claims you will need to produce a valid invoice

15 Year Guarantee

In the unlikely event that you encounter a problem with a TapsUK product showing a 15 year guarantee, you should contact the help desk as indicated on the TapsUK e-commerce website. They will be able to advise whether the item is covered under the warranty as part of our terms below. If the problem is covered as per the terms below, they will arrange the supply of a replacement part or product.

Please note, to process a warranty claim, we will need you to supply of a valid proof of purchase.

At our discretion, we will replace in part or whole a product which is defective in operation, materials or workmanship. If the model purchased is no longer available we will endeavour to provide the closest equivalent from the range that we have available. To be covered by the warranty, all items should be installed in accordance with the manufacturer's instructions and used for domestic purposes only. This warranty is for the original purchaser/end user only, and is non-transferable to a third party. The warranty becomes active from the date of purchase.

The warranty does not cover damage caused during fitting, or caused by poor installation or servicing, accidental or malicious damage, improper use or negligence, discolouration due to long exposure to sunlight or UV lights, and general wear and tear to working parts of the item (for example, the valve in a tap, shower heads, washers, seals, any item that would be expected to be replaced periodically during the life of the tap). Any working part as stated above, would be covered by a 6 month warranty.

Our Guarantee is in addition to your statutory rights, and does not affect your statutory rights.

Manufacturers Guarantee

A wide range of products sold through TapsUK are guaranteed by the relevant manufacturers. This guarantee is specific to each manufacturer and varies greatly, but is stated on each individual item on our website. The manufacturers guarantee usually becomes effective immediately after the item has been fitted.

If you experience any problems with a product that falls under the manufacturers guarantee, contact our customer support and our friendly staff will advise you accordingly in regards to making a claim against the guarantee.

For full details of manufacturers guarantee and service telephone numbers, please see our manufacturers' page.

International Customers - Non UK

For non UK customers, we guarantee all goods as above but we cannot cover postage costs for replacement parts to be sent if required.

Site Content and Disclaimer

This site is owned and operated by Utsumi UK Ltd, whose registered office is at

Unit 2, Prior Wharf
Waterside, Harris Business Park
Hanbury Road,
Stoke Prior
Bromsgrove,
Worcestershire
B60 4FG

The contact telephone number is 08455 760 100, and the registered company registration number is 05399295. VAT registration number is 866 7532 81

Any material downloaded or otherwise obtained through the use of this website is done at your own discretion and risk and that you will be solely responsible for any damage to your own computer system or loss of data that results from the download of any such material.

Applicable Law - International Customers

We control and operate the web site from our offices within England. Accordingly the laws of England and Wales govern claims relating to, including the use of, this web site and the materials contained therein. If you choose to access our web site from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between ourselves and you the laws of England a and Wales will apply at all times.

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