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: 10 August 2026

1. About these terms

These terms apply when you buy goods, repairs, diagnostics, conversions, refurbished items, exchange units, loan units, recycling services or any other service from Mend By Post Ltd.

By placing an order, sending equipment to us, accepting a quotation, making payment, or instructing us to begin work, you agree to these terms.

Nothing in these terms affects your statutory rights.

2. Who we are and what we do

We repair, refurbish, test, convert and supply original manufacturer equipment and related components.

We do not manufacture the original shower systems, bath systems, processors, controllers, pumps, valves, displays, sensors, wiring, power supplies, appliances or connected installation parts.

Our responsibility relates only 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 goods or work not supplied.

You must provide accurate information, including model numbers, symptoms, system type, return address, contact details and any other information reasonably needed to complete the work.

If information is missing, unclear or incorrect, we may delay the work, ask for clarification, or charge a reasonable amount for extra work caused by the missing or incorrect information.

4. Prices and payment

Prices are as shown on our website, invoice, quotation, eBay listing, email, telephone quote 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, diagnostics, conversions and testing

We will carry out repairs, diagnostics, conversions and testing with reasonable care and skill.

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

During inspection, repair, conversion, refurbishment or testing, used equipment may fail. In some cases, the failure may only become apparent when the item is powered, pressure-tested, load-tested, leak-tested or otherwise tested in a realistic way. This is similar to a “test drive” revealing an existing weakness.

Although we take reasonable care to avoid this type of situation, we cannot guarantee that used, aged, previously repaired, water-damaged, corroded, worn or faulty equipment will survive repair, conversion or testing.

In rare cases, testing or repair work may reveal or trigger a failure that renders the equipment unusable, uneconomical to repair, or unsafe to return to service.

Where this happens because of the age, condition, hidden defect, previous damage, inherent weakness or failure of components outside the scope of our work, we will not be responsible for the resulting failure as a fault in our service.

In such cases, we may offer one or more of the following options, depending on the circumstances:

refunding the repair, conversion or service charge, in full or in part;
retaining the failed equipment or components for recycling, testing, salvage or reduction of return shipping cost;
returning the equipment with all available components, which may be loose, disassembled, incomplete, unusable or unsafe for use;
quoting separately for further repair, replacement parts or conversion work.

Equipment returned in loose, disassembled, unusable or unsafe condition must not be installed, powered, connected to water, pressure-tested or used unless checked and fitted by a competent person.

This clause does not limit your statutory rights and does not exclude our responsibility where failure is caused by our failure to use reasonable care and skill.

6. Faults outside the scope of our work

If your equipment continues to show a fault after our work, this may be caused by another part of the system.

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

original manufacturer defects;
age, corrosion, limescale, contamination, wear or previous damage;
pumps, valves, pipework, wiring, displays, sensors or power supplies not repaired by us;
external installation faults;
customer or third-party installation, removal, refitting or handling;
incorrect voltage, power surges or electrical faults;
water ingress, damp, condensation or environmental damage;
misuse, neglect, poor maintenance or abnormal use;
faults not reasonably detectable during our repair or testing.

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

7. 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.

All delivery and completion dates are estimates unless expressly confirmed as guaranteed.

8. Delivery, couriers and transit risk

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

Before choosing, purchasing or accepting any delivery, collection or return service, you must consider whether that service is suitable for the value, condition 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. However, we are not responsible for courier loss, delay or damage beyond the compensation available from the courier, unless the loss or damage was 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 or insufficient packaging.

9. 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.

10. 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, conversion or urgent work during the cancellation period, you agree that we may start work immediately.

If you 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.

11. 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, opened, altered, installed, 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.

12. Repair warranty

Unless stated otherwise in writing, 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;
limescale or contamination;
power surges;
misuse or neglect;
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;
broken, removed, damaged, altered or tampered warranty stickers, tamper seals or security labels.

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.

13. Refurbished and original manufacturer equipment

Unless expressly stated as new, repaired or supplied equipment may be refurbished, reconditioned, tested, exchanged, reused or repaired original manufacturer equipment.

Refurbished equipment may contain original, reused, tested or replacement components.

We do not guarantee that refurbished or repaired equipment is cosmetically new.

We do not accept responsibility for original manufacturer design, manufacture, materials or components outside the work we perform.

14. 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, opened, altered or dismantled unless agreed.

If an original unit is returned late, incomplete, damaged or unusable, any refund, credit or recycling value may be reduced or refused.

15. Unidentified, unpaid or abandoned items

If we receive equipment without sufficient information to identify the customer, order or return address, work may be delayed until the item is identified.

If payment is not made, information is not provided, or an item is not collected within a reasonable time, we may charge storage, return the item at your cost, or treat the item as abandoned where legally permitted.

We will make reasonable attempts to contact you before doing so.

16. 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:

faults outside the scope of our work;
original manufacturer defects;
failure of unrelated components;
third-party installation or handling;
courier loss or damage beyond the courier’s standard compensation;
indirect loss;
business loss;
loss of profit;
loss of opportunity;
inconvenience;
delay caused by events outside our control.

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.

17. 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, return or further charge applies.

18. 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.

19. 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.

20. Final note

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