FAQ
Orders and Payments
Any other products listed here can be bought from any of Our Retailers, and you can find a comprehensive list county by county here. When placing an order, you agree that any and all information given is accurate and complete.
All orders are subject to acceptance and product availability.
Availability information for products is listed on each individual product description. Whilst we endeavour at all times to have our stocks completely up to date on our website, in the unlikely, but not impossible, event that a stock item is shown on the website as being ‘in stock’ at time of order but is subsequently found to be out of stock at date of dispatch, we will immediately contact you by email to offer you the choice of waiting until the item is back in stock or alternatively, to offer you a full refund if you prefer.
Payment is taken when the order is placed.
If an error is discovered in the price of the goods that you have ordered, we will inform you as soon as possible. We shall be under no obligation to fulfil an order for a product that was advertised at an incorrect price. In the event that you order an item and the price published on hwl.ie is materially incorrect for any reason, we will email you to inform you that we have cancelled your order and refund you in full as soon as possible (if order placed outside normal working days / times, then your refund might not be processed until next working day. You will be advised of the correct price of the subject product. You may re-order it if you wish.
All prices listed on hwl.ie include VAT. Shipping is free on small items that we can post.
No contract for the sale of any product will exist between you and hwl.ie until we accept your order by dispatching the product to you. When this happens we will confirm the acceptance by sending you an email. If you wish to cancel at any time prior to the goods being dispatched, just email us and we will refund you in full (see our Cancellation Policy below for more information).
You will receive two emails. The first email confirms that the order has been accepted. The second email confirms that the order has been dispatched and is also your invoice. Both of these emails will be sent to the email address given in your order form and will detail products ordered, payment method, cost and usual delivery times. You must check all the details on this confirmation email are correct and contact us as soon as possible if any details are incorrect. If your order has not been accepted, you will receive an email from us telling you the reasons why.
Discount vouchers, codes and offers cannot be used on sale products.
If you require a PDF Invoice for Vat purposes, please email us quoting your Order number. Please note that we have put all the VAT information on the Order Dispatch Email so that it can be used for VAT purposes.
If you haven’t submitted an order, you may clear the items (or change the quantity) in your shopping basket at any time by clicking the ‘minus’ button next to the product you do not wish to purchase in your shopping basket and then ‘Update Cart’, or you can remove the product from the cart by using ‘x’ icon on the left of the product in your shopping cart.
If you have placed an order but then wish to change or cancel it, please contact us as soon as you can, as orders move rapidly through to our warehouse. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been dispatched to you. In such cases, you may have to wait until you receive the order and then follow the normal Returns procedures. You will find more information about this in “What is your returns policy if I don’t like the goods that I have received?” section for our policy on returns.
Once we’ve heard from you that you wish to cancel an order, and the goods have NOT been dispatched, we will process a refund in full back to your credit or debit card as soon as possible and within 7 days following your notification to us.
For cancellations received after goods have been dispatched, you will have to return the goods at your own expense in order to obtain a refund. Please see ‘What is your returns policy if I don’t like the goods that I have received?” section for our policy on returns (included in Shipping and Returns section). You will be responsible for the Good(s) until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature upon delivery such as Registered Post (Recorded Delivery).
Payment is taken for your order when you place the order. If an item ordered subsequently is out of stock and we cannot ship, we always contact the customer by email. We include any information we have regarding when this item will be back in stock and always offer the customer the option of a cancellation / refund with a guarantee to email the customer when the product is back in stock, or the option to hold the order and ship when back in stock. Unless we know for certain that the order can be fulfilled within 2 weeks of order being placed we prefer to cancel and refund the order as we do not like retaining customers money when we cannot ship.
We currently accept payment using Stripe.
Please note that Stripe can take longer to process refunds back to bank account than some other merchant gateways.
PayPal: We do not offer PayPal option currently.
Your browser – It could be something as simple as the browser i.e. if doing it in Chrome, try using different browser (like Firefox, Internet Explorer / Microsoft Edge or Opera) instead.
PayPal option – We are currently not offering the PayPal facility on our website.
Your payment for your order is taken as soon as the order is placed. It may take 2-3 working days to appear on your statement.
VAT is included at the current Revenue Rate applicable . Please note that we only sell directly here on this website of Spare Parts for Sinks and Taps and Clearance Sale products. Any other products listed here can be bought from any of Our Retailers, and you can find a comprehensive list county by county here. so VAT is included in the total amount charged.
We are registered for Ireland.
We can provide a VAT invoice if requested. Please email us with your order number.
Shipping and Returns
We are Wholesalers, so the only products you can buy directly here are products in our Clearance Sale and Spare Parts sections. Most of the products listed on our website are only available to buy via our retailers. Please complete the Enquiry Form if you require any information on any product and we will be most happy to assist you. Visit our Find a Retailer page for a comprehensive list of places where you can buy our products, county by county. Most of our retailers stock in-store displays for you to view and will assist you.
All our products, if not included in the two sections above, are only available to buy via our retailers. That is why there is no option to buy these products. We do not sell any Bathroom Sinks / Bathroom Tap Spare Parts.
Ireland only.
We usually ship Monday to Friday. There are certain days we do not ship e.g. Bank Holidays, Holiday period between Christmas and New Year. Where an Order is placed before noon on a working day we usually try to ship same day. If not, it will be the next working day.
Shipping Costs (P&P):
- Post (not trackable) – Free shipping
- Courier (trackable) – €5 plus VAT with Fastways
- Freight (Pallets) (trackable) – €40 plus VAT with Freight Forwarder
We make no profit from Shipping.
For very small items: Screws, O Ring Kits, Aerators & some Bushes, where we can post, we post at no additional charge to the customer. Some Bushes due to size cannot be posted. Courier costs include VAT and costs of packaging. We must use the most expensive option e.g. Freight (Pallets) for End of Line Items that are fragile and could be broken if dropped e.g. Granite or Ceramic Sink.
Current Shipping Times: Fastways / Freight Forwarder is usually 1-2 working days but please allow longer if you live in a remote location as some couriers do not cover remote areas daily. It is very important to ensure that your shipping address is correct and always to include your Eircode / Postal code. Couriers look for a mobile phone to aid delivery. Post is usually 1-2 working days but it could take longer to be delivered in N.I. At peak times of the year e.g. Christmas Period, or extreme weather, there could be delays countrywide in deliveries as volumes of goods sent by Post / Courier increase or are delayed by adverse weather conditions. This is outside our control.
Reminder to avoid any misunderstandings: The only items we ship direct to any customer are Clearance Sale products and Spare Parts. For Terms and Conditions relating to any product bought directly from our website, please see here. All our other products can only be purchased via our retailers, and you can find a comprehensive list on our Find a Retailer page.
Product Guarantees and Warranties
To comply with the product guarantee, the product should be installed by a qualified register plumber and operated in a normal domestic environment in Ireland.
Our products are for Domestic Use only.
It does not cover accidental damage, abnormal local water conditions, misuse, or lack of proper care and maintenance in accordance with guidelines.
Proof of purchase is required to validate a claim under the product guarantee. The guarantee is limited to the cost of replacement of the components and not to any associated labour costs.
The guarantee does not affect the purchaser’s statutory rights.
We have been the Agents for Carron Phoenix for approx 30 years. Carron Phoenix products carry guarantees against manufacturing defects: two years for accessories, five years for taps * and a lifetime guarantee for sinks (excluding stoppers). For waste disposer units the guarantee period is included in the ‘additional information’ section under each disposer. These guarantees are in addition to and do not affect your statutory rights. For more information see www.carron.com
San Marco Taps are manufactured in Italy and we have been the Agent for these days for approx 30 years. These Taps are manufactured to a very high standard, this guarantees the workmanship and quality of materials of San Marco products, The product guarantee is 2 years on manufacturing defects on the finish of the tap, 1 year on moving parts (i.e. valves). These guarantees are in addition to and do not affect your statutory rights.
We offer a 1 year warranty. These guarantees are in addition to and do not affect your statutory rights.
There is 2 year warranty on sink parts e.g. plugs and sink accessories e.g. wire baskets. The manufacturers recommend that you never put a plug in the dishwasher as it can cause the rubber to perish. The manufacturers do not recommend taking apart the Revolution V4 plug for cleaning as this will void your guarantee. These guarantees are in addition to and do not affect your statutory rights.
Clearwater Sinks carry 20 year guarantees against manufacturing defects for sinks (excluding stoppers). These guarantees are in addition to and do not affect your statutory rights.
Pyramis Sinks carry lifetime guarantees against manufacturing defects for sinks (excluding stoppers). These guarantees are in addition to and do not affect your statutory rights.