Refund Policy

This Refund Policy explains when and how S.P.P. PLUMBING AND HEATING LIMITED (trading as Sppph) issues refunds for orders placed on sppph.shop. It should be read together with our Return Policy. All refunds are made in US Dollars (USD).

1. When you are eligible for a refund

You may be entitled to a refund in the following circumstances:

• Your item arrived damaged, defective or faulty.
• You received the wrong item.
• You returned an eligible item in line with our Return Policy.
• You exercised your right to cancel under the cooling-off period (see below).

2. Timeframes

To request a refund, please contact us within 14 days of receiving your order. For damaged, defective or incorrect items, please reach out as soon as possible, ideally within 48 hours of delivery, with photos so we can resolve it quickly.

3. Refund method & processing time

Approved refunds are issued to your original payment method (the card or PayPal account used at checkout). Once your return is received and inspected, or your claim is approved, we will process your refund within 5–10 business days. Depending on your bank or card issuer, it may take a few additional days for the funds to appear on your statement.

4. Items that are not refundable

• Items returned after the 14-day window without prior agreement.
• Items that have been used, assembled or damaged after delivery (except where faulty).
• Items returned without their original packaging where this prevents resale.
• Gift cards or promotional credits, where applicable.

Original shipping charges are non-refundable except where the return is due to our error or a faulty item.

5. UK & EU 14-day cooling-off period

If you are a consumer in the UK or EU, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason, under distance-selling rules. To cancel, simply contact us at support@sppph.shop. You then have a further 14 days to return the goods. We will refund the price of the goods (and standard delivery, where applicable) once we receive the returned items. This is in addition to your statutory rights regarding faulty goods.

6. How to request a refund

Email support@sppph.shop with your order number and the reason for your request. Our team will guide you through the next steps and, where a return is needed, provide return instructions.

7. Contact us

For any refund question, contact S.P.P. PLUMBING AND HEATING LIMITED at support@sppph.shop or call +44 7587182910.

Last updated: June 23, 2026