Returns & Refunds Policy

We want you to be happy with your order. If something is not right, this policy explains how to return it and get a refund. It is offered by CHRIS ANDERSON PLUMBING AND HEATING LIMITED and does not affect your statutory rights.

1. 14-day returns

You may return most items within 14 days of delivery for a refund, provided they are unused, in original condition and original packaging, with all parts and accessories included.

2. Items we cannot accept

• Items that have been used, washed or show signs of wear.
• Food-contact items (such as infusers, servers and mugs) once unsealed or used, for hygiene reasons, unless they are faulty.
• Items returned without their original protective packaging where this prevents resale.
• Items damaged through misuse or accidental damage after delivery.

3. Damaged or faulty items

Glass and ceramic pieces are fragile and we pack them carefully. If an item arrives damaged or faulty, email support@candersonph.shop within 48 hours of delivery with your order number and a photo. We will arrange a free replacement or a full refund, including any return shipping for faulty goods.

4. How to start a return

• Email support@candersonph.shop with your order number and the items you wish to return.
• We will confirm the return address and any reference to include.
• Pack the items securely in their original packaging and send them back within 14 days of approval.

5. Return shipping costs

For change-of-mind returns, you pay the return shipping. For faulty, damaged or incorrect items, we cover the cost. We recommend a tracked service, as we cannot refund items that do not reach us.

6. Refunds

• Once we receive and inspect your return, we issue your refund to the original payment method.
• Refunds are processed within 5–10 business days of approval; your bank or card issuer may take a little longer to show it.
• Original shipping charges are refunded only where the return is due to our error or a faulty item.

7. Cancellations

If you change your mind before your order ships, contact us as soon as possible and we will cancel it and refund you in full. Once an order has shipped, please use the returns process above.

8. Contact

Returns questions? Email support@candersonph.shop or call +44 7961273138. Our registered office is 2 Dovedale Avenue, Scarborough, North Yorkshire, YO12 6JX.