Ordering From Us
Have you come to our website looking to buy a brand new bathroom or home heating system but feel flustered by the huge array of options that are available to you? We’ve put together a simple guide on how to navigate and operate our website, allowing you to get the very best shopping experience, find what you’re looking for, and place your order with the least amount of has
Navigating The Menu
Our website is broken down into thousands of categories, sub-categories and options – and we’ve tried to make it as simple as possible to drill-down to the exact products you need. If you’re on a computer or large tablet, you’ll be able to take full advantage of our menu, by mousing over the appropriate category in the menu, and choosing from a myriad of sub-categories below. If you’re on mobile, you’ll need to click through category-by-category. But don’t worry, our pages are in the top 10% of all load times on the entire world wide web, so you won’t be hanging around.
Using The Search Bar
If you’re after something a bit more specific, or maybe you’ve already visited the site and know the product code or name that you’re looking for, then it might be quicker to use our powerful search facility. When you enter a term into the search bar, our system will select products, categories and other pages that we feel meet your needs. To get the most out of our search, we recommend using a few keywords rather than long sentences of text. If you’re having trouble tracking down a certain product, give us a call or use our live chat facility – our members of staff will likely be able to help you.
Choosing A Product
We offer a lot of items for sale – over 30,000 at the time of writing – and always growing. It’s highly likely that you’ll be choosing between 3 or 4 products that suit your needs – so which one do you go for? There are a number of variables to consider at this stage, such as the estimated delivery time, the guarantee, and of course the price. As we often sell products to suit domestic and commercial markets, from basic everyday products to high-end luxury, there’ll often be several price points to choose from. Think about the reason for your purchase – is it a replacement in an existing room, a brand new installation, or maybe something to install as a stop-gap? Look at the saving off RRP, as you may be getting an even better deal on a slightly more expensive product – it pays to do your research. Your budget will ultimately determine your choice, but it is important to remember: bigger (and more expensive) does not always mean better.
Add-Ons And Extras
So you’ve finally settled on the new product, and have added it to your shopping basket. You’ll want to consider some added extras that may come in handy for your installation. Your installer will end up needing many of these add-ons, and may end up having to purchase them separately, often charging you more as well! So consider these options carefully, because they could save you a small fortune by purchasing them through us when you order your main item(s).
The Shopping Basket
Our shopping basket contains all the products that you would like to order. In the shopping basket you can remove products you no longer need, change quantities of products you have already added, and apply certain discount codes to save you even more money on your purchase. When you’ve finalised your order and you want to get it bought and paid-for, you’re ready to press the Checkout Now button and move on to the last phase of the ordering process.
The Checkout
Our checkout is a simple process that allows you to finalise your purchase without any hassle. Some retailers bombard potential customers with annoying pop-ups – we prefer a simple experience. You’ll be asked for your invoice details (this is the information for the person paying for the order) and delivery details (where the order should be delivered) – these details will often be the same if you’re buying items for your own home. Your contact details, especially your email address, are very important, and must be entered correctly. These pieces of information determine how we can contact you with updates on your order, including when it will be delivered. When all these details have been filled in, the final stage of the checkout involves paying for the order.
Paying For Your Order
We offer a multitude of ways to pay for your order – these are covered in more detail in our Payment Information help page. The vast majority of our customers will choose to pay via debit or credit card. Choosing this option will direct you to enter your card details, all handled by our payment processor, SagePay (or PayPal if that option was chosen). We never keep your card details on file. You can see more about this by checking out our Secure Ordering help page. Once your card details have been sent off, a confirmation will show and you’ll be presented with a receipt for your purchase. This receipt will also be emailed to you. That’s it, your purchase is complete! The order is now in the hands of our customer services and accounts teams.
After The Checkout
If you’ve got your receipt, then your order has been successfully placed. We’ll take it from here! Remember to keep an eye on your inbox, as we’ll tend to communicate by email where possible. Some email clients only allow certain domain names through their spam filter, so it’s worth adding heatandplumb.com to your allows/white-list where possible. You should also check your spam/junk folders in case any correspondence mistakenly is filtered into those channels. For further infromation on the next steps, such as your delivery, check out our Delivery Information help page.
We accept a multitude of payment options on our website, allowing you to shop the way you want. Whether you are paying online through one of our payment processing partners or ordering on the phone with one of our trained sales team, you can rest assured that your personal information is safe at all times. For further information on how we protect you, please check out our Secure Ordering page that is dedicated to explaining this.
Payment via Credit/Debit Card
If you’re ordering online or over the telephone, our prefered method of payment is via debit or credit card. For this, we use a payment processing company called SagePay. It is similar to using a card machine in a physical store, and ensures that no details are ever stored by ourselves. This is our favoured method of accepting payment. Unfortunately, we are currently unable to accept payments on American Express cards.
Payment via PayPal
Some customers prefer to use their PayPal account to pay for their orders – and so we offer this service at no extra expense. You can either pay using funds currently in your PayPal account, or using your credit/debit card in a similar process to the SagePay method listed above.
Payment via Bank Transfer
For certain orders, particularly larger value ones, we prefer receiving payment via bank transfer. If you would like to pay the balance of your order via this method, please give us a call and we can send you further information on the method, including our bank details.
Payment over the Phone
We realise that some people still have reservations about inputting their credit card information into websites, and that is why we offer a service where we can take payment for your order over the telephone. If you ring up prior to placing your order, a salesperson can walk you through the entire checkout process and place the order on your behalf. Alternatively, you can place the order yourself on our website and then select the Telephone Sales option when choosing a payment method. Give us a call, quoting your order number, and we’ll take payment for you there and then!
Failed Payments
If your payment has failed – do not worry – it happens more often than you might think! Many banks view home improvement retailers as being at a high risk of fraudulent transactions, and purchases on our website will generally be of a higher value than your usual spending levels. Due to these factors, your bank may reject the payment and place a stop on your card. In these circumstances, we recommend calling your bank and following their procedures for getting your card unblocked. Once you are ready to make the payment again, give us a call and we will take payment on your existing order.
Multiple Payments
For particularly large orders, you may prefer to settle the balance of your order by paying from multiple sources. We are able to take payments for larger orders on multiple cards, for example. Give us a call if you wish to pay this way on your existing order and we’ll walk you through the steps.
Buying on Finance
We do not currently offer a package that allows our customers to pay on finance. Some competitors offset the cost of setting up finance agreements by offering products at increased prices. We prefer to keep our selling prices as low as possible, giving you the best deal at all times.
Delivery Times
All items listed on the website include an estimated delivery time and cannot be guaranteed. All estimates are based on a “working day” (Monday – Friday excluding Bank Holidays), starting the next working day after the Order is accepted. Various factors such as weather and stock shortages may impact the stated delivery time. In cases where an item is “Out Of Stock” or available for “Pre Order”, an expected restocking date is shown, where available, though it is subject to change. Until the item returns to stock, all dates are estimated.
Free Delivery and Delivery Surcharges
The vast majority of items for sale on the Website are offered with free UK mainland delivery, except for a small proportion of items that are only eligible for free delivery in certain postcode areas. We define the UK mainland as England, Wales and most parts of Scotland below the central belt. The Scottish Highlands, Northern Ireland and any islands are not eligible for free delivery.
In the event of an additional delivery charge being required, we attempt to clearly label this prior to completing an Order, and the relevant charge will be applied to the total at the Checkout stage. Charges are calculated on a per delivery basis, not a per Order basis, so multiple delivery charges may be applied in certain circumstances.
Unfortunately, due to recent economic factors, some of our third-party delivery partners cannot provide accurate delivery cost estimates before an Order is placed. Where possible, we try to absorb any extra surcharges, but in extreme cases we may ask for an additional delivery surcharge after an Order has been placed. We reserve the right to cancel the Order in the event of this surcharge not being met.
Delivery Handling
Our deliveries are handled by third party carriers; often this will be a specialist courier service or a vehicle directly affiliated with a supplier. Due to this, We are unable to guarantee the execution of any special delivery instructions requested when placing an Order, though We endeavour to do so. An Order with many items may be subject to deliveries from multiple carriers, and so we are unable to guarantee that all items will be received at the same time, or on the same day, though we work hard to try and ensure this. If You cannot be present to take a delivery, you must give us adequate notice of 24 hours to enable us to re-schedule the delivery. We reserve the right to charge for any re-deliveries as a result of You not being able to take delivery on the nominated day.
Receiving Delivery
All of our deliveries are a one-man, kerb-side service. Where required, You should arrange for help to unload the Goods during delivery, and/or for storing them inside the property after delivery. Upon receiving a delivery, We recommend performing a short visual inspection, checking that all expected items are present; consulting a delivery note if available. The delivery should be received, inspected and signed-for by the Delivery contact nominated on the Order. Once the delivery is signed for, responsibility for those items is then passed on to You. Therefore, We highly recommend performing a full inspection of the items immediately afterwards, prior to storing them away.
Inspecting Delivered Items
We recommend performing a full inspection as soon as possible to determine whether any items are damaged, incomplete or faulty. In the unlikely event that this is the case, You must notify us within 48 hours of receiving the delivery, which will ensure a smooth Returns process. Failure to notify us within this timeframe may lead to extra charges being incurred. In cases where all of these Conditions have been adhered to, We will arrange for incorrect or damaged items to be replaced for free. Collection of certain damaged items – such as broken glass – may not always be possible, so You may be asked to dispose of these items separately.
Installing Delivered Items
We advise against booking any tradesperson(s) to install items until You are in receipt of the entire Order, and it has been thoroughly checked. Any delivery times given are estimates and cannot be guaranteed, therefore We cannot be held responsible for any consequential loss. Do not try and install any damaged or faulty items, and leave them in their original packaging where possible.
Pair text with an image to focus on your chosen product, collection, or blog post. Add details on availability, style, or even provide a review.
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If goods are faulty, not as described, or unfit for purpose, you are entitled to a remedy in accordance with UK consumer law.
Returns Timeframe
Our returns policy lasts 14 days from the date of purchase. If 14 days have passed since your purchase, we cannot offer you a refund or exchange unless the item is faulty, not as described, or unfit for purpose.
Faulty, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged, incomplete, or not as described, you must notify us within 48 hours of delivery by contacting us at admin@esoap.co.uk.
Please provide:
- Your order number
- A description of the issue
- Photographic evidence of the damage or defect
We will arrange for faulty, damaged, or incorrect items to be replaced free of charge or issue a full refund, including the cost of return shipping.
Made-to-Order and Customised Products
Certain products are manufactured, filled, or customised specifically for each customer order and are not held as pre-filled or pre-made stock. These include but are not limited to:
- Electric radiators (filled with specialist thermal chemicals during manufacture)
- Radiators pre-installed with valves or accessories as per your specification
- Made-to-measure products
- Items ordered from suppliers specifically for your order
- Products customised to your specifications
Important: Once manufacturing or customisation has begun on these items, they cannot be returned or refunded except in the following circumstances:
- The item arrives damaged or faulty
- The item does not match the description or specification ordered
- There has been an error in our order processing
You will be notified if an item is made-to-order before purchase. If you have any questions about whether a product is made-to-order, please contact us at admin@esoap.co.uk before completing your purchase.
Your right to cancel: You may cancel a made-to-order item before manufacturing begins. Please contact us immediately if you wish to cancel, as we may be able to stop production. Once manufacturing has commenced, cancellation is not possible.
Non-Statutory Returns (Change of Mind)
If you wish to return a standard (non-customised) item that is not faulty but was purchased in error, is no longer required, or you have found the same item elsewhere, the decision to accept the return and issue a refund is entirely at the discretion of eSoap Limited.
Where we do accept a non-statutory return at our discretion, we reserve the right to apply a handling and restocking fee of up to 25% of the original purchase price. This fee covers the administrative costs, inspection, repackaging, and restocking of returned items.
Condition of Returned Items
To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In the original packaging
- Free from any installation marks, damage, or modifications
- Accompanied by all original accessories, manuals, and documentation
Items that have been opened, used, installed, damaged, or are not in resaleable condition may be refused or subject to a deduction from any refund to reflect the diminished value.
How to Return an Item
Before returning an item, please contact us at admin@esoap.co.uk or fill in the return form with photographic evidence of the item (damaged/undamaged).
Once we have received your request, we will:
- Review your return request
- Notify you if the return is approved
- Send you the return address (as we deal with a variety of items, our suppliers are in different locations)
Do not send items back without prior approval - unauthorized returns may not be accepted and may be returned to you at your expense.
Return Shipping Costs
For faulty, damaged, or incorrect items:
- We will cover the cost of return shipping where appropriate
For non-statutory returns (change of mind):
- You are responsible for paying your own shipping costs for returning the item
- Shipping costs are non-refundable
- If you receive a refund, the cost of return shipping will be deducted from your refund (in addition to any applicable handling fees)
We recommend using a trackable shipping service or purchasing shipping insurance for valuable items. We cannot be held responsible for items lost in transit.
Refund Processing
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 14 days, less any applicable:
- Handling and restocking fees (up to 25% for discretionary returns)
- Return shipping costs (for non-statutory returns)
- Deductions for diminished value where items are not in resaleable condition
Late or Missing Refunds
If you haven't received a refund yet:
- Check your bank account again
- Contact your credit card company - it may take some time before your refund is officially posted
- Contact your bank - there is often some processing time before a refund is posted
- If you've done all of this and still have not received your refund, contact us at admin@esoap.co.uk
Sale Items
Sale items can be returned if they are faulty, not as described, or unfit for purpose in accordance with your statutory rights. However, sale items cannot be returned for discretionary reasons (change of mind, no longer required, etc.) and are sold as final sale for non-statutory returns.
Any items where the price has been reduced from the original price are classified as sale items and subject to this sale items policy.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, send us an email at admin@esoap.co.uk and we will provide instructions.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.
Need Help?
Contact us at admin@esoap.co.uk for questions related to refunds and returns.
Pair text with an image to focus on your chosen product, collection, or blog post. Add details on availability, style, or even provide a review.
Q: Do you keep my card details?
No, we don’t. Whether you order online or via a salesperson on the telephone, any credit/debit card details are only held for the duration of the purchase. We use payment processing facilities such as PayPal and SagePay to process the transaction. After the transaction has been completed, this sensitive information is deleted.
Q: How do I know I can trust your website?
Take a look in your browser address bar on your computer or phone – you should see a green padlock to indicate a secure, private connection has been established on every page you visit. This ensures that you are completely safe at all times, regardless of what page you are viewing on our website. Many other retailers do not implement site-wide HTTPS security, and these websites should be considered less safe.
Q: What if I was a victim of credit card fraud?
We employ a leading fraud-checking system to ensure that victims of credit/debit card fraud need not worry about fraudulent orders being placed on our website with their credentials. The DIY sector is notorious for these practices, due to high ticket items being available with a fast turnaround. On top of automatic checks from our payment processing company, we also manually fraud-check any high-risk order to ensure the rightful owner of the bank account is not being scammed.
SSL/TLS Further Information
Product Guarantee Information
The product guarantee displayed is provided and fulfilled by the respective manufacturer. This guarantee covers manufacturing defects that may arise when the product is used in a standard domestic setting, or in a commercial environment only where such use is specifically stated as suitable.
Please note that consumable or serviceable parts are not included within warranty coverage. Any misuse, neglect, improper installation, or modification of the product will result in the warranty becoming void.
If you believe a fault has developed, please contact us. We will then provide guidance in accordance with the manufacturer’s warranty procedure.
Manufacturers typically require the following conditions to be met:
- The product must be installed according to the manufacturer’s installation instructions.
- The product must not have been modified, misused, neglected, or mistreated.
- Proof of purchase must be provided.
Additionally,
- Reina products purchased from us include a 5-Year Guarantee.
- Mirrorstone products purchased from us include a 2-year Guarantee, this can be extended to 5-year Guarantee, Please speak to us about it.
Delivery Times
All products displayed on our website include an estimated delivery timeframe; however, these estimates are not guaranteed. Delivery timelines are calculated based on standard working days (Monday to Friday, excluding Bank Holidays) and commence from the next working day following the acceptance of your order. Certain products have a longer delivery time, Please speak to us about the delivery time.
Delivery Handling
Our deliveries are managed by third-party carriers, which may include specialist courier services or supplier-affiliated vehicles. As a result, we cannot guarantee the fulfilment of any specific delivery instructions requested at the time of ordering, although we will make every effort to accommodate them.
Orders containing multiple items may be delivered by different carriers. Therefore, we cannot guarantee that all items will arrive together or on the same day, though we will do our best to coordinate deliveries wherever possible.
If you are unable to receive a delivery, you must provide us with a minimum of 24 hours’ notice to arrange an alternative delivery date. We reserve the right to apply a re-delivery charge if delivery cannot be completed on the agreed date due to your unavailability.
Inspection of Delivered Items
We recommend conducting a thorough inspection of your delivery as soon as possible to check for any damage, missing components, or faults. In the unlikely event that you identify an issue, you must notify us within 48 hours of receipt to ensure a smooth and efficient returns process. Failure to report any concerns within this timeframe may result in additional charges.
Provided that these conditions are met, we will arrange for any incorrect or damaged items to be replaced at no additional cost. Please note that certain damaged items—such as broken glass—may not be suitable for collection, and you may be advised to dispose of these items safely and appropriately.
Installation of Delivered Items
We strongly recommend that you do not schedule any tradesperson(s) for installation until you have received your complete order and have thoroughly inspected all items. Delivery times are provided as estimates only and cannot be guaranteed; therefore, we cannot accept liability for any associated or consequential costs arising from delays.
Please do not attempt to install any item that is damaged or faulty. Wherever possible, keep such items in their original packaging until the issue has been resolved.
If you require further delivery information, please contact us at admin@esoap.co.uk or call +44 2476 617286. Our Customer Service team is available Monday to Saturday, 9:00 AM to 5:00 PM.