Baths, shower trays and radiators travel by pallet and are delivered kerbside. The driver cannot carry an item into the property or up a stair, so somebody needs to be there to take it in.

The lead time on a product page is the manufacturer's and runs from the order rather than from dispatch. An order with several lines takes the longest of them.

Ask about your own order and we will fill in the dates and figures for it.

You can cancel before dispatch, or within 28 days of delivery, by telling us with your order number. Refunds are processed within 28 days.

Anything sent back should reach us within seven days of you telling us, in its original packaging where possible. Return postage is yours on something unwanted and ours on anything faulty or wrong.

Made-to-order and personalised items are the exception: those cannot be cancelled once they are in production.

Card and PayPal at the checkout, and instalments where the provider offers them on the day - the payment step shows what is available rather than promising it here.

Instalments do not change the price. A trade discount or a sale price applies exactly as it would otherwise, and approval is the provider's decision rather than ours.

Every order gets a VAT invoice, on the order itself.

Most things here carry a 12-month manufacturer's guarantee. Several makers give a great deal longer, and where they do it is on the product page.

You do not need to keep a receipt for it. The term is recorded against your order at the moment you buy and frozen there, so nothing a supplier changes later shortens a guarantee you already hold.

A trade account takes 10% off every product automatically, at the basket, with nothing to type and no minimum spend.

It does not stack on a sale price: a reduced item is excluded from the discount outright, so you pay the sale price on that line and 10% on everything else.

Your VAT invoice sits on the order itself. Open the order from your account - or from these help screens if you do not have one - and the invoice is beside it.

It shows the VAT on every line and the totals exactly as they were charged.

Within 24 hours of placing an order we can usually still stop it here. After that it is normally with the supplier and the way back is a return instead.

Either way you have 28 days from delivery to change your mind. Tell us with your order number and we will set it up; anything sent back should reach us within seven days of that, in its original packaging where possible.

Refunds go back to the card or account that paid, and are processed within 28 days of us agreeing one.

We cannot send a refund anywhere other than where the money came from - that is the card provider's rule rather than ours.