Delivery Policy

Local Delivery

Orders in the North East can be collected from the branch or delivered by us directly within a 25 mile radius of the branch.

National Delivery

Orders over £250 excluding VAT qualify for FREE next working day delivery anywhere on the UK mainland providing the items are in stock *

Orders under £250 excluding VAT are subject to a flat delivery charge of £9.95 to the UK mainland, £19.95 to Isle of Wight ,Highlands and NI, £29.95 to Channel Island, Isle of Man and Scottish Offshore.

Orders should be placed before 12 noon to be eligible for next day courier delivery.

* For larger, heavier items requiring a pallet, please add the following times and prices to one of the above options:

  • UK Mainland – 48 hour delivery service, between 7am and 9pm – add £44.95, 72 hour delivery service, between 7am and 9pm – add £39.95
  • If you are in the Highlands or off the mainland please get in touch for a tailored delivery

We ship every weekday (excluding bank holidays) at about 3pm on a next day carrier service. If your order is simple, we can probably pick and pack it in 30 minutes, but if it is a long list, or requires careful packaging to avoid damage, please order as early in the day as you can.

Returns Policy

There may be occasions when you need to return items to us – please contact us first to receive a ‘Return Number’.

Please note that for specially requested and any items that are not part of our standard product range there may be a manufacturers restocking charge applicable that would be removed from any refund or credit note. This percentage varies between manufacturer so please ask before placing an order if you are in any doubt .

Any items that are manufactured specifically for a customer are unfortunately not covered by any returns policy.

Your Right of Cancellation

You have the right to cancel at any time up to 14 days after you receive the goods under the Distance Selling Regulations (DSR). Please note that this policy has some limitations which are detailed below and does not apply to business customers.

To exercise your right of cancellation you must give written notice either by hand, post or email. Notification by telephone is not sufficient.

In the case of faulty or misdescribed goods, if you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods at your own cost. The goods must be returned to the address as shown on the returns form. You must take reasonable care to ensure the goods are not damaged or the box defaced in any way in the meantime or whilst in transit. In the case of faulty or misdescribed goods RUK shall, after receiving notification, either collect the goods from you or ask you to return the goods at an agreed cost which RUK will pay for.

Once you have notified RUK that you are cancelling the order, you will be refunded or re-creditted you within 30 days for any sum that has been paid by you or debited from your credit card for the goods.

Except in the case of faulty or misdescribed goods, if you do not return the goods as required, RUK may charge you a sum not exceeding the direct costs of recovering the goods.

You do not have the right to cancel if the order is for consumable goods which, by their nature, cannot be returned, save where a fault is discovered which could not have been discovered otherwise than by unsealing the goods.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 7 working days. If the items are visibly damaged on receipt, simply refuse the delivery. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.

Items Faulty on Arrival 

If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

Items Faulty in Warranty Period 

If any of your purchases develop a fault, and it’s more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly.

If you Change your Mind 

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 10 days of receipt. The item must not be used and must be ‘as new’ when returned to us. Once you’ve informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received, we’ll issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers.

Returns Address:

RUK Heating and Plumbing Supplies,
Site 3, Unit 3,
Cold Hesledon Industrial Estate,
Seaham,
Co.Durham,
SR7 8ST

Thanks in advance