Drains are specified for a particular project, so most questions are about whether the goods match what was agreed. This policy explains how we handle that — and what we do before the goods leave us to prevent it becoming an issue.
What we do before shipment
Every order is checked against the agreed specification before it ships, and inspection records are kept and available to you on request. What we check, stage by stage, is set out on our quality control page.
If you need inspection records or a full (rather than sampling-based) inspection for a project order, ask at quotation stage so it can be built into the job.
Reducing the risk up front
- Confirm the specification in writing — product type, dimensions, grade, finish, outlet configuration and quantity. A written specification avoids disputes about what was ordered.
- Order a sample or trial order first — samples are free of charge and dispatched within 7 days; freight is prepaid by you and credited to your first order.
- Ask for documentation early — certificates, drawings and submittals can be provided at quotation stage.
If something is not right
Tell us as soon as you identify a discrepancy, and include:
- Your order reference — invoice or proforma invoice number
- The item, quantity and the specific point that does not match the agreed specification
- Photographs of the goods as received, and of the packaging where relevant
- Where available, the inspection record we provided for the order
Please keep the goods and the packaging as received until we have assessed the case together, and do not begin installation of the affected items.
How a claim is resolved
We assess the goods against the specification that was agreed for that order, and confirm our findings in writing. Depending on what the assessment finds, we agree a resolution with you — typically replacement of the affected items, corrective rework, or a credit against the order. Where a claim is confirmed as arising on our side, we cover the cost of putting it right. Freight arrangements are agreed with you as part of that resolution.
What is not covered
- Goods produced to a specification you supplied or approved, where the goods match that specification — including custom lengths, private-label packaging and special finishes
- Change of mind after production has started
- Damage or defect arising after delivery — including storage, site handling, incorrect installation or unsuitable installation materials
- Normal manufacturing variation within the tolerances confirmed for the order, and minor finish variation between production batches
Deposits, cancellation and changes
A deposit schedules production and covers materials committed to your order. If you need to change or cancel, tell us immediately. Where production has not started we will cancel the order and return the deposit, less any costs already incurred for your order. Where materials have been committed or production has started, the deposit is applied against the materials and work already committed — custom lengths and private-label goods cannot be resold to another customer.
Payment terms, lead time and trade terms for your order are confirmed in the quotation — see what payment terms we accept.
Talk to us first
Most issues are a specification question rather than a defect, and are quickest to settle with one message. Send the order reference and photographs to [email protected] and we will come back to you.