Terms and Conditions

Mend By Post Ltd
Registered in England and Wales No. 14954349
VAT No. 448985428
Unit 14 Orion Business Centre, Surrey Canal Road, London, SE14 5RT
Tel: 020 7193 9494
Website: MendByPost.com

Last updated: 25 August 2025

1. About these terms

These terms apply when you buy goods, repairs, exchange units, loan units, diagnostic work or other services from Mend By Post Ltd.

By placing an order, sending equipment to us, accepting a quotation, or paying for a service, you agree to these terms.

Nothing in these terms affects your statutory rights.

2. Who we are

We repair and supply original manufacturer equipment and refurbished parts. We do not manufacture the original products, shower systems, bath systems, processors, controllers, pumps, valves, displays, wiring or connected installation components.

Our responsibility is limited to the work we carry out and the parts we supply.

3. Orders and acceptance

Your order is accepted when we confirm it by email, telephone, message, invoice, payment receipt, or when we begin work.

If we cannot accept your order, we will tell you and refund any payment made for work or goods not supplied.

You must provide accurate information, including model numbers, symptoms, installation details, return address and contact details. If information is missing or incorrect, we may delay the work or charge extra for additional time required.

4. Prices and payment

Prices are as shown on our website, quotation, invoice, eBay listing, email or other written communication.

Payment must be made before goods are dispatched or repaired items are released, unless agreed otherwise.

Consumer prices are shown inclusive of VAT unless stated otherwise. Business prices may be shown excluding VAT where clearly indicated.

We may correct obvious pricing errors before accepting an order.

5. Repairs and diagnostics

We will carry out repairs and services with reasonable care and skill.

Many systems contain several connected parts. Repairing or replacing one item does not guarantee that the whole system is fault-free.

If your equipment continues to show a fault caused by another component, such as a pump, valve, power supply, wiring, display, sensor, pipework, installation fault or external system issue, this will be treated as a separate fault.

We are not responsible for faults that are outside the scope of the work we agreed to carry out.

6. Same-day and urgent services

Same-day or urgent turnaround is subject to workload, parts availability, courier times and the item arriving with us in time.

For same-day turnaround, the item must usually arrive before 10:00. Items arriving after this may still be repaired the same day where possible, but dispatch may take place on the next working day.

Next-day delivery orders usually need to be placed before 13:00, subject to courier cut-off times.

Delivery dates are estimates unless expressly confirmed as guaranteed.

7. Delivery, couriers and transit risk

We are not a courier company. We use third-party couriers and postal services such as Royal Mail, DPD, UPS, DHL, Parcelforce or similar providers.

Before choosing or accepting a delivery or collection service, you must consider whether it is suitable for the value and importance of your equipment.

Unless we expressly agree otherwise in writing, we do not purchase additional transit insurance or extended compensation cover. If an item is lost, delayed or damaged in transit, compensation is normally limited to the standard compensation offered by the courier service used.

If you require higher compensation, insurance, tracked delivery, signed-for delivery, special handling or extended cover, you must request this before dispatch or collection. Extra charges may apply.

Where you arrange your own courier or postal service to send equipment to us, the item remains at your risk until it is safely received at our premises.

Where we arrange return delivery, we will use reasonable care when booking the courier, but we are not responsible for courier loss, delay or damage beyond the compensation available from the courier, unless caused by our own failure to use reasonable care and skill.

You are responsible for packing equipment securely. We are not responsible for damage caused by poor packaging.

8. Collection from our premises

Collection is by prior arrangement only.

Our normal collection hours are Monday to Friday, 9:00 to 17:00, excluding public holidays.

9. Consumer cancellation rights

If you are a consumer and order online, by phone or at a distance, you may have a 14-day right to cancel.

For goods, the cancellation period usually ends 14 days after you receive the goods.

For services, the cancellation period usually ends 14 days after the contract is made.

If you ask us to begin repair, diagnostic or urgent work during the cancellation period, you agree that we may start work immediately. If you then cancel after work has started, you must pay for the work already carried out.

If the service has been fully completed with your agreement, you may lose the right to cancel that service.

This does not affect your rights if goods are faulty or services are not carried out with reasonable care and skill.

10. Returns and refunds

To return goods or cancel an order, contact us by phone or email with your order details.

Returned goods must be sent back within 14 days of telling us you wish to cancel.

You are responsible for return postage unless the item is faulty, supplied in error, or we agree otherwise.

We may reduce a refund if goods have been used, damaged, handled beyond normal inspection, returned incomplete, or returned without accessories or packaging.

Refunds will usually be made within 14 days of receiving the returned goods or receiving proof that they have been sent back.

11. Repair warranty

Unless stated otherwise, our repair warranty lasts for 3 months from the date the repaired item is dispatched, collected or made available for collection.

The warranty covers only the specific repair carried out by us and the parts supplied by us.

It does not cover:

unrelated faults
new faults
external system faults
installation faults
failure of components not repaired or supplied by us
water damage
corrosion
power surges
misuse
accidental damage
wear and tear
poor maintenance
damage caused by opening, altering or repairing the item elsewhere
courier damage
faults caused by pumps, valves, wiring, displays, sensors, pipework, power supplies or other connected parts

If a warranty claim is accepted, we may inspect, repair, rework or replace the affected repair or part.

This warranty is in addition to your statutory rights.

12. Original manufacturer equipment

We do not manufacture the original equipment.

We repair, refurbish, test and supply original manufacturer parts and equipment. Repaired or refurbished items may contain original, reused, tested or replacement components.

We are not responsible for defects in the original manufacturer’s design, manufacture, materials or wider system.

Our liability relates only to the repair work we carry out and the parts we supply.

13. Loan units, exchange units and recycling

Where we supply a loan unit, exchange unit or replacement unit, the terms of that arrangement will be confirmed at the time of order.

Loan units remain our property unless we agree otherwise in writing.

If you fail to return a loan unit or your original unit within the agreed time, we may treat the transaction as completed and no further refund or credit may be due.

If we agree to buy or recycle your old equipment, the agreed recycling or purchase value will be confirmed separately.

Returned units must be complete and must not be deliberately damaged, stripped or altered unless agreed.

14. Faults outside our responsibility

We are not responsible for damage, loss or failure caused by:

original manufacturer defects
external components
customer or third-party installation
incorrect removal or refitting
plumbing, wiring or power faults
pumps, valves, sensors, displays or pipework not repaired by us
misuse, neglect or abnormal use
water ingress, corrosion, limescale or contamination
poor packaging or courier handling
faults not reasonably detectable during our repair or test

If further work is required, we may provide a separate quotation.

15. Our liability

We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill.

We are not responsible for indirect losses, business losses, loss of profit, loss of opportunity, inconvenience, or faults outside the scope of our work, unless the law says otherwise.

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory rights as a consumer.

16. If there is a problem

If you have a complaint or believe there is a problem with goods or services supplied by us, contact us as soon as possible.

Please provide:

order number
name and contact details
description of the issue
photos or videos if helpful
details of the installation or connected system

We must be given a reasonable opportunity to inspect the item before deciding whether a warranty repair, refund, replacement or further charge applies.

17. Data and privacy

We use your personal information to process orders, contact you, provide services, arrange delivery, handle payments and comply with legal obligations.

Our full privacy policy is available on our website.

18. Governing law

These terms are governed by the laws of England and Wales.

If you are a consumer, you may also have rights under the laws of the country where you live.

19. Final note

These terms form the agreement between you and Mend By Post Ltd unless we agree something different in writing.