Returns Policy

At Valvin, we aim to deal with returns as quickly and clearly as possible. This policy distinguishes consumer statutory rights from non-faulty business/trade returns. If you need to return an item, please contact us first so we can authorise the return and provide the correct returns details.

Valvin is a trading name of Plumbland Trade Supplies Ltd

Company number: 16666896

Registered office: 2 Merus Court, Meridian Business Park, Leicester, LE19 1RJ

Trading address: Unit A3, Bridge Park Road, Thurmaston, Leicester, LE4 8BL

Business / trade standard-stock returns

For business/trade customers, non-faulty returns of standard-stock items may be considered within 14 days of delivery, subject to prior return authorisation and the goods being suitable for resale. This section does not restrict any consumer cancellation, faulty-goods, refund or other statutory rights.

  • the return has been agreed with us in advance
  • the goods are unused and in their original condition
  • the goods are returned with all original packaging, accessories and documentation where applicable
  • the goods are packed appropriately for transit
  • the original order or invoice details are provided with the return

Returns sent without prior approval may be delayed or refused for business/trade orders. Consumer statutory rights are not restricted by this authorisation process.

Return process

Before sending anything back, please contact us to request return authorisation. Once approved, we will provide the relevant return instructions.

When requesting a return, please include:

  • your name and company name if applicable
  • your order number or invoice number
  • the product(s) you wish to return
  • the reason for the return

Return carriage

Unless the goods are faulty, incorrect or damaged on arrival, return carriage costs are the responsibility of the customer.

We recommend using a tracked and reputable delivery service, as returned items remain the sender’s responsibility until they are received by us.

Restocking charge

Accepted non-faulty business returns are subject to any restocking charge applied by the relevant manufacturer or supplier. No fixed percentage is implied. Where a charge applies, it will be advised as part of the return-authorisation process before the return is accepted. This does not restrict consumer statutory rights.

Non-returnable items

For business/trade orders, we may be unable to accept returns for:

  • special-order items
  • non-stock items sourced specifically to order
  • made-to-order or custom products
  • cut, threaded, machined or otherwise modified items
  • any goods returned in a condition that makes them unsuitable for resale

Faulty, damaged or incorrect goods

If your order arrives damaged, faulty or incorrect, please contact returns@valvin.co.uk as soon as possible so we can investigate and advise the next steps. We may ask for photographs, order details and product information before arranging replacement, collection or refund. Consumer statutory rights remain unaffected.

Refunds

Where a business return is approved and received back in acceptable condition, any refund will normally be processed to the original payment method after inspection. Consumer refunds and remedies will be handled in accordance with applicable statutory rights. We will confirm the relevant process and timing when the return is authorised.

Need to arrange a return?

Please contact returns@valvin.co.uk first and we will advise the next steps.