Your right to cancel
In addition to our returns policy, consumers have statutory cancellation rights when buying online. Here is how they apply.
Last updated: 22 June 2026
United Kingdom — 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of the day you (or someone you nominate) receive the goods, without giving any reason.
- To cancel, tell us clearly before the 14 days are up (you can use the model form below).
- After cancelling, return the goods within 14 days.
- We will refund all payments received, including the standard delivery cost, within 14 days of receiving the goods back (or proof you have sent them).
- You are responsible for the cost of returning the goods, and for any loss in value caused by handling them more than necessary.
European Union — 14-day right of withdrawal
If you are a consumer in the EU, the Consumer Rights Directive (2011/83/EU) gives you a 14-day right of withdrawal from the day you receive the goods, on the same basis as above. You may use the model withdrawal form below, or any clear statement of your decision.
Exceptions
The right to cancel does not apply to:
- sealed goods that are not suitable for return for health or hygiene reasons if unsealed after delivery (for example, leak-detection tablets once opened);
- goods made to your specification or clearly personalised.
Other countries
Customers outside the UK and EU are covered by our 14-day Returns policy for unopened items, in addition to any rights under local law.
Model cancellation / withdrawal form
To cancel, complete and email this to support@dwph.shop (or include the same details in any message):
To: DW PLUMBING & HEATING LIMITED, 7 Oldfields Crescent, Great Haywood, Stafford, Staffordshire, ST18 0RS, United Kingdom, support@dwph.shop
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
— Ordered on / received on: __________________
— Order number: __________________
— Name of consumer(s): __________________
— Address of consumer(s): __________________
— Date: __________________
How to reach us
DW PLUMBING & HEATING LIMITED, 7 Oldfields Crescent, Great Haywood, Stafford, Staffordshire, ST18 0RS, United Kingdom. support@dwph.shop · +44 7471 524776.