Returns and Claims

How we handle damaged, incorrect or defective goods: contact us first, we assess, then we agree the resolution in writing.

Last updated: 30 October 2026

Contact us before you send anything back

We handle every complaint personally, because almost every case needs the facts checked first - installation conditions, water quality, batch number, whether the unit has been fitted.

1. Tell us first. Email dp.tingluo@gmail.com or message us on WhatsApp within the deadline below. Do not ship anything until we answer.
2. We review. We normally come back within two working days with a first assessment and, if we need them, a request for more evidence.
3. We issue instructions. If we accept the claim we give you a return authorisation number, the return address, and the handling method - everything is agreed in writing before goods move.
4. We settle it. Replacement parts, replacement units on the next shipment, or a credit note against your account, depending on the case and on what you prefer.

Deadlines

• Visible transport damage - record it on the carrier's delivery document at the moment of delivery and notify us within 3 days.
• Shortages or wrong items - notify us within 7 days of delivery.
• Manufacturing defects - notify us within 7 days of discovery and in any case within the warranty period stated on your order confirmation.

Late claims are much harder for us to verify and to settle fairly, so we appreciate a prompt message even when you are not yet sure there is a real problem.

What to include in your claim

The more evidence you send up front, the faster we can close the case:

• Order number, model number and SKU of the affected units
• Quantity affected and, where relevant, the batch or carton number
• Photographs of the defect, including one shot showing the whole unit
• A short video where the problem is functional rather than cosmetic - for example a drip, a stiff lever or a misaligned spout
• Photographs of the packaging if transport damage is suspected
• Installation details: supply pressure, pipework type, date installed, whether filters or pressure reducers are fitted

Keep the goods and the packaging available until we tell you what to do with them.

What we cover

• Manufacturing defects in material or workmanship
• Finishing faults: flaking, blistering, coating missing from areas that should be covered
• Functional failure within the warranty period: dripping cartridge, stiff or jammed lever, diverter that does not hold
• Units leaking at or below the rated working pressure when correctly installed
• Wrong model, wrong finish or wrong quantity delivered against the confirmed order
• Damage in transit where it was recorded on the delivery document

What we cannot accept

• Any return sent without prior written authorisation. Unauthorised returns are not accepted, are not credited, and cannot be sent back to you at our expense.
• Installed or used units returned because requirements changed - surplus stock, cancelled projects or a change of mind. This is a business-to-business supply; there is no statutory cooling-off period for business orders.
• Damage caused on site - dropped units, tool marks, over-tightened nuts, cross-threaded connections, use of unsuitable sealants or excessive force during installation.
• Problems from water conditions - limescale build-up, sand or debris in the line, aggressive or non-potable water, pressure or temperature above the product rating. Fit strainers and pressure reducers where the supply needs them.
• Unsuitable cleaning - abrasive pads, acid, bleach or solvent based descalers used on finished surfaces.
• Units that have been modified, dismantled or repaired by someone other than us unless we asked them to do it.
• Normal wear of seals, washers, aerators, hoses and cartridges, which are service parts rather than defects.
• Minor differences between batches - particularly tone variation in hand-brushed and matt finishes, and small colour differences between metal bodies and plastic or silicone components of the same nominal colour. These are inherent to the finishing process and are not treated as defects.
• OEM, private label or otherwise made-to-order goods except where there is a genuine defect in material or workmanship.

Return freight and credits

If the claim is accepted, we cover the cost of putting it right - either by sending replacement parts or units, or by crediting the agreed value to your account. Where a physical return is required, we specify in the authorisation who pays the freight and which carrier to use.

Where a return is agreed for a reason outside our responsibility - for example you ordered the wrong configuration - the goods come back at your cost, in their original condition and packaging, and any credit is issued for the goods value after we have inspected them.

Credits, not card refunds. Settlements are applied to your customer account against current or future orders, or refunded by bank transfer if your account is closed.

Start a claim

Email dp.tingluo@gmail.com or WhatsApp +86 181 2605 0992 with your order number and photographs. We reply within one working day and tell you exactly what the next step is.

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