Delivery and Returns

Last updated: 24 September 2026

PlumbEZ is a trading name of The Oil Tank Man Limited (company number 12638872). In this policy, “we”, “us” and “our” means The Oil Tank Man Limited trading as PlumbEZ. Please read this page together with our Terms and Conditions and Privacy Policy.

1. Where we deliver

We deliver to addresses in the United Kingdom only. If you are outside the UK, please contact us before ordering and we will tell you whether we can help.

2. Delivery charges

Delivery options and prices are shown in your basket and at checkout before you pay. Depending on what you order, options may include:

  • Royal Mail Tracked 48 – free on orders of £150 or more.
  • Royal Mail Tracked 24 – a faster tracked service.
  • Royal Mail Special Delivery Guaranteed Next Day – for urgent orders, where available.
  • Royal Mail 2nd Class Letter or Large Letter – for small items that fit through a letterbox.

The order value for free delivery is your basket total after any discounts, including VAT.

3. Delivery times

We aim to dispatch in-stock orders quickly, and the timescale for each Royal Mail service is shown at checkout. Delivery times are estimates, except for Royal Mail Special Delivery Guaranteed, which carries Royal Mail’s own guarantee.

Delivery can be affected by stock availability, courier delays, bank holidays and bad weather. Unless a longer lead time is shown on the product page or agreed with you, we will deliver within 30 days of accepting your order. If an item is out of stock, we will tell you the expected lead time and you can choose to wait or cancel for a full refund.

4. Failed deliveries

Please make sure your delivery address, postcode, email address and phone number are complete and correct. If a delivery fails because the details are wrong, nobody is available for an agreed delivery, a parcel is not collected from a depot, access is unsuitable or we were not told about access restrictions, a redelivery, return or storage charge may apply. We will not charge you if the failed delivery was our fault, or the fault of our supplier or courier.

If you do not accept delivery or arrange a new delivery date within 30 days of our first attempt, we may cancel the order and refund you, less the reasonable costs caused by the failed delivery.

5. Damage to your property during delivery

Tanks and other large items delivered by lorry are delivered to the kerbside. The vehicle will only go onto a driveway, private road, yard, field or other private ground if you ask and the driver agrees it is safe. Delivery lorries are large and heavy. If you ask the driver to leave the public road, or you did not tell us about access restrictions before ordering, we are not responsible for damage to driveways, paving, kerbs, drains, verges, lawns, gates or walls caused by the weight or size of the vehicle, unless the damage was caused by the driver’s negligence. Please tell the driver about any hazards on the route, such as soft ground, underground pipes or tanks, drain covers or low branches.

If you think a delivery has damaged your property, please tell us within 48 hours, with photos, so that we can take it up with the courier or haulier straight away. This does not affect your legal rights.

6. Checking your delivery

Please check your goods as soon as possible after delivery. If anything is missing, damaged, incorrect or appears faulty, contact us promptly at sales@plumbez.co.uk with your order number and photos where possible. If goods are damaged before they reach you, we will put it right. This does not affect your statutory rights.

7. Cancelling before dispatch

If you want to cancel all or part of an order, contact us as soon as possible. If it has not been dispatched, we will cancel it and refund you in full. Orders are often passed to our warehouse, supplier or courier soon after they are placed, so we cannot always stop them. If we cannot, please return the goods using the process below.

8. Your 14-day right to cancel (consumers)

If you are a consumer, you can cancel your order within 14 days without giving a reason. The 14 days start the day after you receive the goods (or the last item, if your order arrives in parts).

  1. Tell us you are cancelling before the 14 days end, by emailing sales@plumbez.co.uk with your order number, or by post. You can use the model cancellation form in our Terms and Conditions, but you do not have to.
  2. Send the goods back within 14 days of telling us, to the returns address below, with your order number inside.
  3. We refund you within 14 days of receiving the goods back, or of you showing us proof of return if earlier.

We refund the price of the goods and our standard delivery charge (but not any extra you paid for a faster or premium service). Refunds go back to the payment method you used. We do not charge a restocking fee for consumer returns.

You pay the direct cost of returning unwanted goods, and we do not supply a prepaid label for unwanted returns. We recommend using a tracked service, as the goods remain your responsibility until they reach us.

Tanks and other large items cannot be returned by post. Please contact us and we will arrange collection. The collection cost is the direct cost of returning the goods and we will deduct it from your refund. As a guide, collecting a returned tank costs around £90 for smaller tanks and more for larger tanks; we can give you an estimate before you order and will confirm the cost before collection. The tank must be unused, empty, not installed and ready to collect from a place the vehicle can safely reach.

Please return goods unused and complete, with their packaging, parts and instructions, so that we can resell them. You can handle goods as you would in a shop, but if they have been used, installed, fitted or damaged and are worth less as a result, we may deduct that loss in value from your refund.

9. How to request a return

Email sales@plumbez.co.uk or call 01522 396350 with:

  • your order number and the item you want to return;
  • the reason (changed your mind, faulty, damaged or incorrect);
  • photos, if the item is faulty, damaged or incorrect;
  • whether the item has been used or installed; and
  • the collection address, if the item is too large to post.

We will confirm how to send the item back, or arrange collection, before you return it.

10. Items that cannot be returned for change of mind

The 14-day right to cancel does not apply to goods made or modified to your specification (for example, items made to order or altered at your request) or clearly personalised, or to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed. A standard product ordered in from a manufacturer is not treated as made to your specification. None of this affects your rights if goods are faulty or not as described.

11. Faulty, damaged or incorrect goods

If your goods are faulty, damaged, incorrect or not as described, contact us with your order number, a description of the problem and photos or videos. We will tell you how to return the goods or arrange collection, and we pay reasonable return costs for goods that are faulty, incorrect or not as described. Your legal rights under the Consumer Rights Act 2015 are not affected.

We may inspect the goods before agreeing a repair, replacement or refund. If the inspection shows there is no fault, or that the problem was caused after delivery (for example by incorrect installation, misuse, accidental damage, modification or normal wear and tear), we may charge the reasonable cost of the inspection and of returning the goods to you. We will tell you about any such charge before the inspection.

If a fault first appears more than six months after delivery, you may need to show that it was present at delivery.

12. Manufacturer guarantees

Many products come with a manufacturer’s guarantee. Its length and terms are set by the manufacturer and may need registration. Incorrect installation, unauthorised modification, poor maintenance or misuse may invalidate a manufacturer’s guarantee. Guarantees are in addition to your legal rights.

13. Business and trade returns

If you buy as a business, trade or professional customer, the consumer right to cancel does not apply. We accept returns of unwanted goods from business customers only by agreement, and a handling, collection or restocking charge may apply, which we will confirm first. Manufacturers charge us to take back tanks, so an agreed return of an unwanted tank will normally carry a restocking charge of up to 50% of the price, plus the cost of collection. This does not affect returns of faulty, damaged or incorrect goods.

Business customers must tell us about visible damage, missing items or incorrect goods within 48 hours of delivery.

14. Returns address

Please send returns to:

PlumbEZ Returns
The Oil Tank Man Limited
Unit 2A, Dowland Business Park
Harrison Way
Manby
Louth
Lincolnshire
LN11 8UX

Include your order number and contact details. If your order was delivered directly by a supplier, please contact us first as it may need to go back to them.

15. Questions and complaints

Email sales@plumbez.co.uk or call 01522 396350. We will do our best to resolve any problem quickly and fairly. Our full complaints process is in our Terms and Conditions.