Returns & Refunds Policy

Last Updated: 29 June 2025
Version: 1.0

1. Company Information

Plumb Parts Glasgow Ltd (trading as MunsenRings.com)

  • Registered Address: 555 South Street, Glasgow, G14 0QX, United Kingdom
  • Company Registration: SC423608
  • VAT Number: GB 66010833
  • Phone: +44 141 404 5128
  • Email: info@munsenrings.com
  • Website: munsenrings.com

2. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK law, including:

  • Consumer Rights Act 2015: Right to return faulty, misdescribed, or not fit-for-purpose goods
  • Consumer Contracts Regulations 2013: 14-day cooling-off period for distance purchases
  • Sale of Goods Act: Right to goods that match their description and are of satisfactory quality

These rights are in addition to our returns policy and cannot be excluded.

3. Our Returns Guarantee

3.1 14-Day Return Window

We offer a 14-day return period from the date you receive your goods.

3.2 Satisfaction Guarantee

If you’re not completely satisfied with your purchase, you can return it for a full refund or exchange, subject to the conditions outlined below.

4. What Can Be Returned

4.1 Eligible Items

✅ All standard catalogue items, including:

  • Munsen rings and pipe brackets
  • Backplates and connectors
  • Pipe clips and clamps
  • Standard hardware and accessories

4.2 Return Conditions

Items must be:

  • ✅ Unused and in original condition
  • ✅ In original packaging (where applicable)
  • ✅ Complete with all components and documentation
  • ✅ Returned within 14 days of receipt
  • ✅ Accompanied by proof of purchase (order number or receipt)

4.3 Items That Cannot Be Returned

❌ Non-returnable items:

  • Custom-manufactured or made-to-order products
  • Items that have been used, installed, or modified
  • Products damaged by misuse or normal wear
  • Items returned after 14 days without a valid reason
  • Products that pose health and safety risks if returned

5. Return Reasons & Procedures

5.1 Change of Mind Returns

The customer’s right to cancel within 14 days.

Process:

  1. Contact us within the return period
  2. Obtain a Return Authorization Number
  3. Package items securely in original packaging
  4. Return via our specified method
  5. The customer pays the return shipping costs

Refund: Full product price refunded (excluding original shipping costs)

5.2 Faulty or Incorrect Items

Our responsibility – no cost to the customer

Covered scenarios:

  • Items delivered damaged or defective
  • Wrong items sent due to our error
  • Items not matching the description or specification
  • Manufacturing defects or quality issues

Process:

  1. Contact us immediately upon discovery
  2. Provide photos if requested
  3. We arrange collection or provide a prepaid return label
  4. No cost to the customer for return shipping

Refund: Full refund, including original shipping costs, or replacement item

5.3 Not Fit for Purpose

Items that don’t meet your specific requirements

Process:

  1. Contact us to discuss your requirements
  2. Our technical team will assess suitability
  3. If we agree that items are unsuitable, a full refund will be provided
  4. Return shipping costs depend on circumstances

6. How to Return Items

6.1 Step-by-Step Return Process

Step 1: Contact Us. Contact our customer service team:

  • Email: info@munsenrings.com
  • Phone: +44 141 404 5128
  • Online: Use our contact form on munsenrings.com

Step 2: Provide Details. Please have ready:

  • Order number or invoice reference
  • Description of items to return
  • Reason for return
  • Photos (if returning faulty items)

Step 3: Receive Return Authorization We’ll provide:

  • Return Authorization Number (essential for processing)
  • Return instructions
  • Return address details
  • Prepaid return label (if applicable)

Step 4: Package Items

  • Use original packaging where possible
  • Include all components and documentation
  • Pack securely to prevent damage
  • Include the Return Authorization Number clearly visible

Step 5: Send Items

  • Use a tracking service for your protection
  • Keep proof of postage
  • Items returned without authorization may be refused

6.2 Return Address

Only return items to the address provided with your Return Authorization Number.

Standard return address: Returns Department
Plumb Parts Glasgow Ltd
555 South Street
Glasgow, G14 0QX
United Kingdom

7. Refund Process

7.1 Processing Time

  • Inspection: 1-2 working days after receipt
  • Refund processing: 3-5 working days after approval
  • Bank processing: 3-5 working days (varies by bank)
  • Total time: Usually 7-14 working days from receipt

7.2 Refund Methods

Refunds will be processed using the same method as your original payment:

Payment Method Refund Method Processing Time
Credit/Debit Card Original card 3-5 working days
PayPal PayPal account 1-3 working days
Bank Transfer Original account 3-5 working days
BACS Original account 1-3 working days

7.3 Refund Components

Full refunds include:

  • Product price
  • Original shipping costs (if item is faulty/incorrect)
  • Any applicable taxes

Partial refunds may apply for:

  • Items returned outside the return window
  • Items not in original condition (where accepted)
  • Restocking fees for special circumstances

8. Exchanges

8.1 Direct Exchanges

We can arrange direct exchanges for:

  • Wrong size/specification ordered
  • Faulty items requiring replacement
  • Damaged items in transit

8.2 Exchange Process

  1. Follow the standard return process
  2. Specify exchange requirements
  3. We’ll confirm availability and any price differences
  4. Replacement dispatched upon receipt of the original item
  5. No additional shipping charges for like-for-like exchanges

9. Return Shipping

9.1 Who Pays Return Shipping?

Return Reason Return Shipping Replacement Shipping
Faulty/Incorrect item We pay We pay
Change of mind Customer pays Customer pays
Not fit for purpose Case by case Case by case
Warranty claim We pay We pay

9.2 Shipping Instructions

  • Use a tracked/insured service for valuable items
  • Pack securely to prevent damage in transit
  • Include Return Authorization Number
  • Keep proof of postage until the refund is received

10. Special Circumstances

10.1 Bulk Orders

For orders over £500:

  •  14-day return period
  • Restocking fee of 25% for change of mind returns
  • Free return shipping for faulty items
  • Case-by-case assessment for large quantities

10.2 Trade Customers

Registered trade customers receive:

  • Extended return periods on request
  • Preferential return shipping rates
  • Priority processing for warranty claims
  • Dedicated trade support team

10.3 International Returns

For international customers:

  • The same return periods apply
  • The customer is responsible for the return shipping costs
  • Customs/duty implications customer’s responsibility
  • Refunds exclude original international shipping costs

11. Damaged in Transit

11.1 Immediate Actions

If your order arrives damaged:

  1. Do not refuse delivery – accept and inspect
  2. Photograph damage to the packaging and contents
  3. Note damage on the delivery receipt if possible
  4. Contact us within 12 hours of delivery

11.2 Our Response

We will:

  • Arrange for immediate replacement or refund
  • Handle all courier insurance claims
  • Provide prepaid return labels for damaged items
  • No cost or inconvenience to the customer

12. Warranty Returns

12.1 Warranty Period

All products carry manufacturer warranties:

  • Standard items: Up to 12 months from purchase
  • Premium ranges: Extended warranties available
  • Manufacturing defects: Covered throughout the warranty period

12.2 Warranty Claims Process

  1. Contact us with a fault description
  2. Provide proof of purchase and photos
  3. We assess warranty coverage
  4. Arrange collection or replacement as appropriate
  5. No cost to the customer for valid warranty claims

13. Refusal of Returns

We reserve the right to refuse returns where:

❌ Items returned without authorization
❌ Items damaged by misuse or normal wear
❌ Items returned after policy deadlines
❌ Custom items ordered to your specification
❌ Items that pose health and safety risks
❌ Items not in resaleable condition

Where returns are refused, we will:

  • Explain the reason clearly
  • Return items to you at your expense
  • Offer alternative solutions where possible

14. Customer Service & Support

14.1 Contact Information

Before returning anything, please contact us:

  • Email: info@munsenrings.com
  • Phone: +44 141 404 5128
  • Hours: Monday-Friday, 9:00 AM – 5:00 PM GMT
  • Online: Contact form at munsenrings.com

14.2 What We Need From You

To process your return quickly:

  • Order number or invoice reference
  • Clear description of items
  • Reason for return
  • Photos (for damaged/faulty items)
  • Preferred resolution (refund/exchange)

14.3 Our Commitment

We promise to:

  • Respond to return requests within 24 hours
  • Provide clear return instructions
  • Process refunds promptly upon receipt
  • Keep you updated throughout the process
  • Resolve any issues fairly and professionally

15. Terms & Conditions

15.1 Policy Updates

This policy may be updated to reflect:

  • Changes in legal requirements
  • Improvements to our service
  • Operational changes

Updated policies apply to orders placed after the revision date.

15.2 Governing Law

This returns policy is governed by the laws of Scotland and England, and any disputes will be subject to the jurisdiction of the Scottish courts.

15.3 Integration with Terms

This policy forms part of our Terms & Conditions. In case of conflict between policies, this Returns & Refunds Policy takes precedence for return-related matters.

Questions? Contact us at info@munsenrings.com or +44 141 404 5128

We’re committed to making returns as simple and fair as possible while maintaining the highest standards of customer service.