Whilst the quality of the goods and delivery have been excellent, the returns procedure is thus far woefully lacking. So far I have waited-in not one, but two whole days for a courier to collect 3 shower valves (I ordered the wrong type) that I wish to return; I find it incredible that in this day and age they cannot track/speak to their courier. In between those 2 wasted days I have also tried to return the items to a warehouse in Halifax, the details of which were supplied by heatandplumb, but they failed to tell me that it closed at 4pm; I arrived at 4:12pm. Having just contacted them again I am now waiting to see what the next course of action is. My advise to anyone considering using this site is, make sure you know exactly what it is you need to order and get it right first time. Furthermore, cheapest isn't always best and maybe consider using a more mainstream site/company for piece of mind and better customer services.