Refund & Return Policy

30-day returns

You may return most unused items within 30 days of delivery for a refund. To be eligible, items must be unused, in their original condition and, where applicable, with any seal intact (see Hygiene items below).

Your statutory cancellation right

If you are a consumer in the UK or EU, under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving the goods without giving a reason. Our 30-day window is offered in addition to, and does not reduce, this statutory right. To cancel, email support@jpatersonsons.shop with your order number, or use the model cancellation wording below.

Hygiene & food-contact items

For health-protection and hygiene reasons, certain items that are sealed on delivery — including food-contact silicone products (such as silicone sink mats, splash guards and disposal guards) — cannot be returned once the seal has been opened, unless they are faulty. This exception is permitted under the Consumer Contracts Regulations 2013 and does not affect your rights in respect of faulty goods.

Faulty or misdescribed goods

Your rights under the Consumer Rights Act 2015 are unaffected by this policy. If an item is faulty, not as described or not fit for purpose, you are entitled to a remedy regardless of the 30-day window or the hygiene exception. Contact us and we'll arrange a replacement or refund, including return postage for faulty items.

How to start a return

1. Email support@jpatersonsons.shop with your order number and the item(s) you wish to return.
2. We'll confirm the return address and any reference number.
3. Send the item back to us within 14 days of telling us you wish to return it.

Return shipping

Unless an item is faulty or was sent in error, you are responsible for the cost of returning it. We recommend a tracked service, as we cannot refund items lost in return transit.

Refunds

Once we receive and inspect your return, we'll email to confirm. Approved refunds are issued to your original payment method within 5–10 business days. For statutory cancellations, refunds (including standard outbound delivery) are issued within 14 days of us receiving the goods back, or of you providing proof of return, whichever is sooner.

Model cancellation form

You may copy and send the following: “I hereby give notice that I cancel my contract of sale of the following goods: [item], ordered on [date], order number [number]. Name: [your name]. Address: [your address]. Date: [date].”

Contact

JAMES PATERSON & SONS (PLUMBING & HEATING) LIMITED, Fire Station, Glebe Street, Denny, Scotland, FK6 6AA. Email support@jpatersonsons.shop · +44 7936 134078. This policy is governed by the law of Scotland.