Terms & Conditions

Table Of Contents

  • Section 1 - Conditions
  • Section 2 - Ordering of Goods
  • Section 3 - Cancellation of Orders
  • Section 4 - Delivery & Collection of Goods
  • Section 5 - Damages & Shortages
  • Section 6 - Returns Policy
  • Section 7 - Collect in Store (Click & Collect)
  • Section 8 - Warranty
  • Section 9 - Communications
  • Section 10 - External Sites
  • Section 11 - Customer Feedback
  • Section 12 - Data Security


1.1 In these terms and conditions:

  • 'Goods' refers to the items (including any instalments or parts) supplied by us according to these terms and conditions.
  • 'We' or 'Us' refers to Kendor Plumbers Merchants Leicester.
  • 'Website' www.plumbersmerchantsleicester.com.
  • 'Consumer' / 'Customer' means an individual purchasing goods for personal use, excluding corporations or businesses.
  • 'Manufacturer' means the original producer of the goods.


  • 2.1 When you place an order online, you will receive an email acknowledgment. This acknowledgment is not an acceptance of your order. The contract is formed when the goods are dispatched. We reserve the right to refuse any order before acceptance.
  • 2.2 Orders placed over weekends, Bank Holidays, or after 12:00 pm will be processed the next working day.
  • 2.3 We are not obligated to honor incorrect prices on the website due to errors or changes in manufacturer prices. Any necessary price adjustments will be communicated and the option for a refund will be given.
  • 2.4 By placing an order on www.plumbersmerchantsleicester.com, you are making an offer which we may accept or decline.
  • 2.5 Advice from our sales team is based on the information provided at the time and should be verified by a qualified individual if necessary.
  • 2.6 Product descriptions and specifications are based on manufacturer information and may not always be up-to-date. We are not responsible for any discrepancies.
  • 2.7 Product images are provided by manufacturers and may vary based on screen resolution and display settings. We are not responsible for any differences.


  • 3.1 To cancel your order, email sales@kendorleicester.co.uk. If your order has not been dispatched we will offer a full refund. A confirmation email will be sent once the cancellation is processed.
  • 3.2 If the order has been dispatched, the refund will exclude delivery and return costs. We advise accepting delivery and arranging the return yourself as per our return policy.
  • 3.3 Bespoke or made-to-order items cannot be canceled after ordering.
  • 3.4 We reserve the right to cancel any order at any time, with notice provided.


  • 4.1 Delivery dates are estimates and subject to change depending on product availability. We are not liable for any damages or losses due to delivery delays.
  • 4.2 Tradespeople should not be scheduled until goods are received and inspected. We are not liable for third-party costs due to delays or incorrect items.
  • 4.3 Risk of goods passes to the customer upon delivery. Ensure agents receiving goods on your behalf are aware of inspection procedures.
  • 4.4 For pallet deliveries, goods will be delivered to the nearest accessible point. Customers are responsible for disposing of pallets.
  • 4.5 Refusing a delivery due to access issues will result in return costs being deducted from any refund.
  • 4.6 Missed deliveries of small items will be redelivered or left at a local depot. Uncollected items will be returned to us, and delivery costs
  • 4.7 Missed deliveries of large items may incur re-delivery charges or delivery costs deducted from refunds.
  • 4.8 Deliveries are kerbside only. Carrier staff are not insured to carry goods inside properties. Arrange assistance for heavy items.
  • 4.9 Please call or email us regarding deliveries to Northern Ireland, Isle of Wight and Channel Islands. ROI deliveries are currently unavailable.


  • 5.1 Inspect all items for damages upon receipt and notify us within 72 hours at sales@kendorleicester.co.uk or via a call if any damages are found.
  • 5.2 For larger consignments such as Bathroom Wall Panels, try inspect goods on delivery and document any damages on the delivery note. Notify us immediately if damage is found. If this is not possible adhere to point 5.1.
  • 5.3 If someone else receives goods on your behalf, ensure they are aware of inspection procedures.
  • 5.4 Failure to report damaged goods in these time frames might occur effect the process of a damage claim and could result in replacement product delays.
  • 5.5 From receipt, any subsequent loss or damage is the customer's responsibility.
  • 5.6 Do not install damaged, defective, or incorrect items. Installation is deemed acceptance.


  • 6.1 Unwanted items can be returned within 14 days of receipt. Notify us in writing within this period.
  • 6.2 Buyers are responsible for the cost of return postage and a restocking fee of 25% of the item value will be applied for returns of Bathroom products.
  • 6.3 Ensure goods are returned in resellable condition. Use suitable packaging to avoid damage.
  • 6.4 We reserve the right to claim damages for unsellable returned items.
  • 6.5 Bespoke items cannot be returned.
  • 6.6 Refunds will be issued in the same form of payment used for the original purchase.
  • 6.7 Clearance items can only be exchanged for other items or for a Kendor credit note. Return shiping is still the responsibility of the buyer.
  • 6.8 Please allow 5-8 business days for returns and exchanges to be processed.
  • 6.9 if an item is defective and the fault is reported within 14 days of delivery we will offer a refund, exchange, or replacement. For any defects reported after this time it is at the discretion of the manufactures guarantee on what options are offered. These could include but are not limited to a repair, replacement, exchange, or refund.
  • 6.10 If you need to return an item, please contact us to initiate the return process.


  • For Click & Collect Orders we will notify you via a phone call or email when your order is ready to collect.
  • In the event a product is no longer available we will offer alteratives or a full refund.


  • 8.1 Goods are sold with a manufacturer's warranty depending on the items.
  • 8.2 We are not liable for installation costs or any consequential loss due to defective products. We will, however, help replace defective items in accordance with the terms of the warranty.


  • 9.1 By using our site, you accept electronic communications for legal purposes.
  • 9.2 We are not responsible for shortages, incorrect fitment, or installation issues from advice given over the phone or email.
  • 9.3 Key information (e.g., name, address, contact number) may be shared with suppliers/couriers for delivery purposes.


  • 10.1 We are not responsible for content or transactions on external sites linked to our website.
  • 10.2 Notify us of any concerns regarding third-party sites



    • 11.1 By providing feedback, you agree we can use it publicly to improve our services.
    • 11.2 Report any customer service issues via email to sales@kendorleicester.co.uk. Allow up to 14 days for investigation.
    • 11.3 Publishing false or harmful material may result in legal action.


    • 12.1 We adhere to strict data protection regulations. Personal information is processed and stored securely and will not be shared with third parties without your explicit consent, except as necessary to fulfill our business obligations.
    • 12.2 We prioritize the security of our transactions. Your payment details are processed securely and are never stored on our servers. Our site employs state-of-the-art security measures to ensure your data protection.
    • 12.3 By purchasing from Kendor Leicester, you agree to these Terms and Conditions. These do not affect your statutory rights.



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