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:
Contact us within the return period
Obtain a Return Authorization Number
Package items securely in original packaging
Return via our specified method
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:
tems delivered damaged or defective
Wrong items sent due to our error
Items not matching the description or specification
Manufacturing defects or quality issues
Process:
Contact us immediately upon discovery
Provide photos if requested
We arrange collection or provide a prepaid return label
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:
Contact us to discuss your requirements
Our technical team will assess suitability
If we agree that items are unsuitable, a full refund will be provided
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:
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
Follow the standard return process
Specify exchange requirements
We’ll confirm availability and any price differences
Replacement dispatched upon receipt of the original item
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:
Do not refuse delivery – accept and inspect
Photograph damage to the packaging and contents
Note damage on the delivery receipt if possible
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
Contact us with a fault description
Provide proof of purchase and photos
We assess warranty coverage
Arrange collection or replacement as appropriate
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
14.1 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:
14.3 Our Commitment
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
14. Customer Service & Support
15.1 Policy Updates
Order number or invoice reference
Clear description of items
Reason for return
Photos (for damaged/faulty items)
Preferred resolution (refund/exchange)
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.