Returns & Cancellations
Your legal rights when buying online, how to cancel or return an order, and how refunds work.
Last updated: 16 August 2026
Your 14-day right to cancel
If you are a consumer, you have a legal right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of the day you (or someone you nominate) receive the goods, without giving any reason.
How to cancel
Tell us you want to cancel before the 14 days are up — by email to info@ansdellplumbingsupplies.co.uk, by phone on 01253 732212, or by post to 72 Woodlands Road, Lytham St Anne's, Lancashire, FY8 4BX. You can use the model wording below, but you don’t have to.
To Ansdell Plumbing Supplies 2018 Ltd, 72 Woodlands Road, Lytham St Anne's, Lancashire, FY8 4BX, info@ansdellplumbingsupplies.co.uk: I/We hereby give notice that I/We cancel my/our contract of sale of the following goods [describe the goods], ordered on [date] / received on [date]. Name of consumer(s): ___. Address of consumer(s): ___. Date: ___.
Returning the goods
After telling us you’re cancelling, please return the goods to us within 14 days. Unless the goods are faulty or we sent the wrong item, you are responsible for the cost of returning them. If you’d rather not arrange the return yourself, we can arrange collection for £28.80 including VAT (£24.00 + VAT), deducted from your refund. Please take reasonable care of the goods while they are in your possession — you may handle them as you would in a shop, but we may reduce your refund to reflect any loss in value caused by handling beyond that.
Your refund
We will refund the price you paid for the goods, plus the standard (cheapest) delivery option we offer, within 14 days of getting the goods back (or of you showing you’ve sent them). Refunds are made to your original payment method. If you chose a more expensive delivery option, we refund the standard rate.
Faulty, damaged or incorrect items
This is separate from, and in addition to, your right to cancel. Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If something is faulty, damaged in transit or not what you ordered:
- you have a 30-day right to reject the goods for a full refund;
- after 30 days, you may be entitled to a repair or replacement; and
- we will cover the cost of returning faulty or incorrect items.
Please contact us as soon as you notice a problem so we can put it right quickly.
Exclusions
The 14-day cancellation right does not apply to goods that are made to order or personalised to your specification. This does not affect your rights if such goods are faulty.
Returns outside the 14 days
Outside your 14-day cancellation right we do not accept change-of-mind returns, so please check your order carefully before the window closes. This does not affect your rights if the goods are faulty — the 30-day right to reject and your other Consumer Rights Act remedies apply regardless of when a fault appears.
How to start a return
Email info@ansdellplumbingsupplies.co.uk or call 01253 732212 with your order reference and we’ll talk you through it.