Your Right to Cancel

You have the right to cancel your order up to 14 calendar days after receiving the goods under the UK Consumer Contracts Regulations. Please note this right applies to consumer customers only and does not apply to business customers.

To exercise your right to cancel, you must provide written notice to MacDonald Plumbing & Heating Supplies by hand, post, or email. Telephone notifications are not sufficient.

If you cancel after receiving the goods, you are responsible for returning them to us at your own cost, using the address on the returns form. Please take reasonable care to ensure the goods and packaging are not damaged during return transit.

For faulty or misdescribed goods, we will either collect the items from you or reimburse your agreed return postage costs after notification.

Once we receive your cancellation notice, we will refund you within 30 days for any sums paid.

If you fail to return the goods as required, we may charge you the direct costs of recovering the items.

Please note, consumable goods that cannot be returned by nature are excluded from cancellation rights unless faulty or misdescribed.

Returns

We aim for you to be satisfied with your purchase. If you need to return an item, please contact us first to obtain a Return Order Number.

Items Damaged in Transit

If goods arrive damaged, please notify us within 7 working days (or 48 hours for business customers). If damage is visible on delivery, please refuse the delivery.

Returned items must be in their original packaging, with all accessories and documentation.

After receipt, we will offer a replacement or full refund and reimburse reasonable return carriage costs.

Faulty Items on Arrival

Report faults within 28 calendar days (or 14 days for business customers). Return the item in original packaging with all accessories.

Once the fault is verified, we will provide a replacement or refund and reimburse return postage.

If an item is tested and found not to be faulty, it will be returned to you and you will be liable for return carriage.

Faulty Items Within Warranty Period

For faults discovered after 28 days but within the warranty period, you are entitled to a warranty repair.

Manufacturers may offer on-site or telephone support services which we recommend using for a speedy resolution.

For business customers, warranty repairs after 28 days are usually handled directly by the manufacturer unless otherwise stated.

Change of Mind

If you simply change your mind, you may return unused, 'as new' items within 10 days of receipt by notifying us.

You then have 28 calendar days to return the item at your own expense.

Once we receive the item, a full refund will be issued to your original payment method.

This policy applies to consumer customers only and has some limitations.

Returning Direct Supplier Items

(Eastbrook, Multipanel, Gastite & Gledhill)

If the supplier collects items that are not required, collection and re-handling charges apply:

• 25% charge per item

• £45 + VAT collection fee per collection

Charges increase the longer the time between delivery and collection:

• 25% applies within 1 month of delivery

• Higher charges apply after 2 months, 3 months, etc. — we will inform you accordingly.

Returns Address

Please contact us before returning any items.

MacDonald Plumbing & Heating Supplies
Whitestones
Unit 1 Keirs Industrial Park
Kintore
Aberdeenshire
AB51 0YA