Terms and Conditions
“We” means Crosswater, Lake View House, Rennie Drive, Dartford, Kent, DA1 5FU
“Website” means www.crosswater-spares.co.uk
“You” means the customer placing an order or potentially looking into purchasing.
“Item” or “Item(s) means the spare part and/or bathroom product.
Placing an Order
Orders can be place on our official website www.crosswater-spares.co.uk. We can only abide by the below terms if your order is directly placed on the mentioned website.
If you are struggling to order online we have a customer service team available to support you, you can either place the order via telephone or contact our technical support team in regards to the issues you are having with the website. Opening hours are 8.30 until 5.30 for phonelines and we endeavour to answer emails within 2 working days.
0345 873 8840
Once your order has been placed you will receive a confirmation email, if the details are incorrect on this email please contact us immediately so we can try to change this. You are responsible for ensuring your details are correct prior to completing checkout, however, we are available to help if you have entered incorrect details. Please contact us by phone if this is the case so we have as much time as possible to deal with this. We can not change details if an item has already been dispatched.
Security & Payment
During checkout you will need to make payment for your order. We want to assure you that all payments are safe and secure. The website sends your card details directly to the secure bank servers and no card details are saved on the website or viewed by employees or any additional third-party organisations. We urge you to always check that you are on our official website so we can guarantee your security.
Whilst every endeavour is made to show the correct pricing on the website, we reserve the right to charge full price for item(s) if there’s a substantial pricing error. All prices are currently shown in Pounds Sterling (GBP) and we have no control on the conversion rates shown for different countries.
Images are as close as possible to the item(s) but may show different colours and/or shades on different monitors. This does not change the quality of the product, but we suggest getting in touch with our teams if you have any worries regarding an item.
It is your responsibility to ensure that you have ordered the correct item(s) for your bathroom appliance. We are only able to advise on the information that you give us if you are ordering via telephone. Please see the returns section for details on how to return and the processes around this if you have ordered an incorrect item.
All orders will be sent via UPS or via our delivery fleet. We aim to dispatch all orders within 24 hours; however, this only applies to working days. No orders will dispatch on Saturday or Sunday. You can track your order by visiting the UPS tracking site.
If you need your order by a specific date, we highly recommend contacting customer service before placing the order. Unfortunately, we cannot guarantee arrival dates, but we can give a more accurate estimate of arrival.
We strongly recommend that no plumbers or fitters are arranged until your order has been received and you are happy with the item(s). We are not liable for any compensation if your item does not arrive in time for pre-arranged work.
A Dealer Account is only available to customers who have a direct Crosswater Ltd trading account.
Returning an order
We hope you will be delighted with your purchase, however, if for any reason you would like to return your item, please follow the below guidance.
- If you have changed your mind
The item must be in a saleable condition, i.e unused, in its original packaging, including all accessories and parts. To receive a full refund please send your item to the above return address. We do not take responsibility for any loss/damage in the return to us and we will not refund the return charges. Returns will be subject to a 12.5% re-stocking fee.
- If you have received the wrong item
Please call our customer contact centre within 7 days of delivery quoting your name and order reference. Our team will then arrange to collect the item(s) and re-delivery at your earliest convenience.
- If your item has arrived damaged
Please call our customer contact centre within 48 hours of delivery quoting your name and order reference to discuss your concerns. Please note that any claims of damaged items being made after 7 days may not be accepted
- If your item has developed a fault
Your item will be covered under our manufactures guarantee. Please call our customer contact centre and provide a full description of the fault. Our team will be able to troubleshoot with you over the phone and if necessary, may arrange a replacement part to be sent out.
- If you have ordered an incorrect item(s)
Please call our Customer service team as soon as possible. We will endeavour to change your order prior to dispatch; however, we cannot guarantee this. If we are unable to change the order in time, you will be responsible for sending the incorrect item(s) back to Crosswater for a refund.
Once received, your item will be processed by our returns department; we aim for this to take 5 working days but during busy periods e.g. sale durations, this may take slightly longer. Once processed you will receive a full refund within 14 working days, please note, we do not refund your return shipping to you.
Refunds are processed to the card that you paid with. If there’s any issues our team will get in touch with you via the contact details you provided during checkout.
You have the right to cancel any purchase made with us but all cancellations must be made before your order is dispatched. After your order has been dispatched you will be required to return the item(s) to us within the 30 day returns period to receive a full refund. For more information on our cancellation policy or to discuss your order please call our Customer Service team.