If I could make this zero stars, I would. This has been the worst and most painful example of terrible customer service that you could possibly imagine! Fundamentally, you should not buy items through HeatandPlumb! Our first order was for a toilet which was terribly packaged and arrived smashed to pieces, not once but twice! Getting a replacement took a while and they said they were out of stock. We did eventually get it but not without lots of chasing. Then our second order was for a shower tray- their specific instructions are to open all items and check for damage on delivery (after the toilet fiasco we knew the importance of checking!). Then, when we realised it wouldn’t work in our new bathroom, because the packaging had been broken, they wouldn’t accept a return!!!! So they basically con you into making your item unreturnable! And then ignore your legal right to a 14 day cooling off period for online orders in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - which states that it doesn’t matter if you have broken the packaging, they are legally obliged to give you a refund. They were unhelpful and discourteous. I will never use them again. I am expecting a baby and this is not a stress that I need right now - they have essentially stolen £190 of our money. The final straw is a second loo we bought for another bathroom. On initial inspection it looked fine but once plumbed in it leaked through a tiny hole. I have no faith that they won’t try to wriggle out of the refund on this faulty item too! I’m thoroughly depressed by the sad state of the world when the consumer means so little to a large company.