Refunds & Returns, Delivery Terms & Conditions

Refund and Returns Policy

Thank you for shopping at The Tap Specialist. If you are not entirely satisfied with your purchase, we are here to help.  VISIT OUR RETURNS PORTAL HERE

As a family-run business, we kindly ask you to consider your purchase carefully, as returns can have a significant impact on small businesses and the environment. Thank you for your support and understanding.

Please note bespoke Trade Terms for Business purchases are detailed further down this page.

Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire 14 days from the day on which you, or a third party other than the carrier indicated by you, takes physical possession of the goods.

To exercise the right to cancel, please visit our returns portal to submit your return or cancellation request. 

Consumer rights apply only to individual consumers. Trade terms apply to business customers.

Exclusions to the Right to Cancel

The right to cancel does not apply to:

  • Goods made to order, including special finishes such as Perrin and Rowe 'living finishes', Zip, or Billi special finishes are non-returnable.  Special finishes are special made-to-order finishes supplied by manufacturers. Because of this, they cannot be returned due to change of mind or preference after ordering.

  • Sealed items that are not suitable for return once opened due to health protection or hygiene reasons


To meet the cancellation deadline, it is sufficient for you to submit your request before the cancellation period has expired.

We offer a 14-day return policy for change-of-mind purchases, provided the item is unused and in its original packaging. After 14 days, we are unable to accept returns unless the item is faulty, in accordance with UK consumer law.

Effects of Cancellation

If you cancel this contract during the 14-day cancellation period, we will:

  • Reimburse all payments received from you, including the cost of delivery (except for any supplementary costs if you chose a delivery option other than the least expensive standard delivery offered by us)

  • Deduct any loss in value of the goods resulting from unnecessary handling

Reimbursement Timelines

Reimbursement will be made without undue delay and no later than:

  • 14 days after we receive the goods back, or

  • 14 days after you provide evidence of having returned the goods, whichever is earlier

Refunds will be issued using the same payment method as the original transaction unless expressly agreed otherwise. No reimbursement fees apply.

We may withhold reimbursement until the goods are received or evidence of return is provided.

You must return the goods without undue delay and no later than 14 days from notifying us of your cancellation.

Order Cancellation & Restocking Costs

For non-faulty items, the following administration and restocking fees apply:

  • £35.00 for mixer taps, waste disposal units, accessories, and small items

  • £50.00 for boiling taps excluding Zip & Billi (please note Zip & Billi are heavier units so £POA), sinks and coffee machines

These fees cover administration, restocking, and the carbon neutrality of return processing.  They do not include return shipping or collection costs.

Please note: A £50 cancellation fee applies to any sink orders that have been dispatched but are refused upon delivery.

Defective or incorrectly delivered items will be collected free of charge.

As a small, family-founded business, we kindly ask customers to carefully consider their purchase before placing an order.

Unlike large retailers, we personally absorb the costs of free UK mainland delivery, carbon-offset fulfilment, and above-living-wage staffing, which are core values of The Tap Specialist.

For this reason, where items are returned for reasons other than fault, the following administration and restocking fees apply.

To Return a Product to Us

Please ensure:

  • The product was received within the last 14 days

Complete your return via our returns portal.  We will confirm the correct depot address. In some cases, our suppliers may need to collect the goods.

If a return is approved, please include a note confirming whether you require an exchange or a refund as instructed on the portal.

Returning Delicate Items

Certain products (including sinks and other fragile goods) require extra care during return transit. Please ensure:

  • The courier is aware the shipment contains delicate items

  • The return is fully insured to its retail value

Collection & Courier Pick-Up Fee

If The Tap Specialist arranges collection or courier pick-up for a non-faulty return via our suppliers or delivery partners, an additional £50 collection fee will apply.
This fee covers courier handling and supplier return logistics and will be deducted from your refund.

This £50 collection fee is waived where the return forms part of an approved exchange and a replacement item is ordered.

Damaged or Faulty Items

IMPORTANT: 48-HOUR INSPECTION REQUIREMENT 

All goods must be inspected within 48 hours of delivery. Any visible damage, shortages, or incorrect items must be reported within this timeframe with photographic evidence. Failure to report within 48 hours may affect our ability to raise a claim with the courier and may limit the remedies we can offer. 

Goods should be fully inspected prior to installation. Customers must not arrange installation, remedial work, or disposal of goods before inspection has taken place.

We are not responsible for plumbing, installation, removal, electrical, carpentry, tiling, contractor, or third-party labour costs unless agreed in writing in advance.  Customers should not arrange third-party remedial works, repairs, or replacement installation without prior written approval from The Tap Specialist.

Where visible issues would reasonably have been identifiable prior to installation, this may affect the remedies available.

This does not affect your statutory rights relating to faulty goods.

Manufacturer Assessment & Resolution Process

Resolution timeframes may vary depending on supplier and manufacturer response times.

Certain products may require inspection, testing, troubleshooting, or authorisation by the manufacturer before a refund, replacement, collection, or other remedy can be approved.

Customers must allow reasonable opportunity for inspection and resolution in line with manufacturer procedures.

Unauthorised repairs, modifications, or third-party works carried out without written approval may affect the remedies available.

If you receive a damaged or faulty product, please notify us immediately with photographic evidence by emailing info@thetapspecialist.co.uk.
We will arrange a replacement or collection at no delivery cost to you.

Sale Items

Sale items are eligible for refunds under the same terms as non-sale items.

Delivery Terms and Conditions

Thank you for choosing The Tap Specialist. Please review the following terms carefully to ensure a smooth delivery process.

Delivery Estimates and Charges

  • Delivery times are estimated and may vary due to seasonality, weather, or other unforeseen factors.
  • All prices displayed include VAT.
  • For orders with multiple items, one delivery fee will apply based on the collective weight unless specialist delivery arrangements are requested.

Delivery Areas

We generally deliver to mainland UK, which includes:

  • England, Wales, and most parts of Scotland.

Exclusions:

  • Northern Ireland, Scottish Highlands, and offshore islands are excluded from standard delivery.
    However, we may be able to deliver to these areas. Please contact us at info@thetapspecialist.co.uk to confirm if delivery can be arranged.

Delivery Partners

We use trusted delivery partners, including Royal Mail, UPS, and pallet courier services. Once your order is dispatched, responsibility for delivery lies with the courier.

Damaged, Faulty, or Missing Goods

  • Any damages, faults, or incomplete orders must be reported within 48 hours of delivery.
  • Do not install or fit damaged items. Installation of visibly damaged or incorrect items may affect the remedies available.

Contact Us

If you have any questions or concerns about refunds, returns, or delivery, please contact us:

Trade Customers (Business Purchases)

The following terms apply to all purchases made by trade, business, or commercial customers and override any conflicting consumer terms.

Inspection and Reporting
Trade customers must inspect all goods immediately upon delivery. Any damage, shortages, or faults must be reported in writing within 7 days of delivery, including photographic evidence.
We reserve the right to reject any claims made after this period.

Faulty Goods
Where a manufacturing defect is confirmed, we will offer a repair, replacement, or credit at our discretion. Claims for faults must be supported with appropriate evidence. This does not apply to damage caused by installation, misuse, or wear and tear.

Installation
Goods must not be installed prior to inspection. We are not liable for any costs associated with the installation or removal of faulty or incorrect items. Items that have been installed may not be eligible for return unless faulty.

Returns
All returns are subject to prior approval. Approved returns must be unused, in original packaging, and may be subject to a restocking fee.
Special order and made-to-order items are non-returnable.

Liability

Our liability is limited to the value of the goods supplied. To the fullest extent permitted by law, we shall not be liable for any indirect, incidental, consequential, or commercial losses, including but not limited to labour costs, contractor charges, installation or removal costs, project delays, accommodation expenses, loss of profit, or third-party costs arising from the supply, installation, replacement, or use of the goods.

Trade customers are responsible for inspecting goods prior to installation and must not arrange remedial works, installation, or replacement services without prior written approval from The Tap Specialist.

Trade customers acknowledge that certain products may require manufacturer inspection, testing, or authorisation before any refund, replacement, repair, credit, or other remedy can be approved.