Frequently Asked Questions

Products & Materials

Our fixtures are crafted from premium materials including solid brass, ceramic, marble, and sustainably sourced wood. Each material is selected for durability, aesthetic appeal, and environmental responsibility. We work exclusively with suppliers who meet our rigorous ethical standards.

We are committed to sustainability in our product selection. Many of our fixtures feature water-saving technology and are made from responsibly sourced materials. Our packaging is recyclable. For specific sustainability information on a product, please contact our support team.

Customisation options vary by product and brand. Please contact our support team to discuss your specific requirements and available options.

We offer a range of finishes including brushed gold, matte black, polished chrome, and natural wood tones. Specific finishes available depend on the product. Contact our support team for details on finishes for your chosen product.

Care & Maintenance

Clean fixtures regularly with a soft, damp cloth and mild soap. Avoid abrasive cleaners and harsh chemicals. For marble surfaces, use pH-neutral cleaners. Each product comes with detailed care instructions specific to its material.

Repair options depend on the product and warranty status. Contact our support team with details of the damage. Depending on the issue and warranty coverage, repairs may be available through the manufacturer’s service network.

Dry fixtures after use to prevent water spots. For hard water areas, use distilled water or a water softener. Regular maintenance extends the lifespan of your fixtures.

Most of our fixtures are designed to work with standard UK plumbing systems. For specific compatibility information on a product, please contact our support team.

Warranty & Guarantees

Warranty coverage varies by brand and product type. Our own Prima/Prima+ appliance brand offers a 5-Year Parts / 2-Year Labour Guarantee backed by PrimaCare. For other brands we distribute, the warranty is the manufacturer’s own and ranges widely—typically 1–2 years on appliances, but much longer on items like shower enclosures and furniture. Exact terms depend on the specific product.

The 5-Year Parts / 2-Year Labour Guarantee covers the full cost of parts and labour within the first 2 years. For the remaining 3 years, parts only are covered (labour costs must be paid), provided repairs are carried out by a Primacare engineer. Coverage applies to qualifying appliances registered within 30 days of purchase. Exact terms may vary by model, so confirm against your specific guarantee card.

Warranties cover manufacturing defects and faults under normal use. They generally exclude misuse, accidental or installation damage, wear-and-tear, and consumables. Coverage is typically conditional on product registration and repairs being done by the approved service network. Faults must be reported promptly and the item not used once a fault is known.

Yes, registration is typically required for warranty coverage to apply. For Prima/Prima+ appliances, registration must occur within 30 days of purchase. Check your product’s guarantee card or contact our support team for specific registration requirements and deadlines.

Returns & Refunds

For general returns (including surplus or unwanted stock), products must be returned within 30 days of their original delivery, in their original packaging and in a re-saleable condition. We may request photographs of the proposed returned products to confirm condition before processing the return.

Faults must be reported without undue delay and in any event within seven days from the date of delivery. Once reported as faulty, you should not use or operate the product to prevent further damage. Contact our support team immediately with your order number and details of the fault. For sinks and taps, faulty items are returned to the manufacturer for inspection.

Faulty bathroom items are inspected by us, and a credit for the purchase price will only be issued, in part or full, following inspection and where we reasonably agree that the product is faulty. For sinks, taps, and kitchen products, faulty items are returned to the manufacturer for inspection. Kitchen products that are already installed will be inspected before a replacement or credit is agreed.

Faults must be reported within seven days from the date of delivery. After this period, we won’t be responsible for faulty items. It’s important to inspect your products upon delivery and report any issues promptly.

Ordering & Shipping

We offer next day delivery on all orders at no extra cost. All deliveries are nationwide within the UK. Orders must be placed before our daily cutoff time to qualify for next day delivery. Please note that during busy periods and holiday seasons, delivery may be delayed, but we always try our best to meet the next day target.

No. Next day delivery is included free on all orders, regardless of order value. There are no hidden delivery charges. This applies to all UK nationwide deliveries.

Currently, we deliver nationwide within the UK only. We do not offer international shipping at this time.

All items are carefully packaged with protective materials to ensure safe delivery. Fragile items receive extra cushioning. We use recyclable and biodegradable packaging materials whenever possible.

shipping

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