Frequently Asked Questions (FAQs)

Ordering

Do I need a trade account to buy from PHC Parts?

No. Anyone can purchase from PHC Parts. Trade account holders benefit from trade pricing, credit facilities (subject to approval), and additional account features.

How do I apply for a trade account?

You can apply online by completing our Trade Account Application form. Once submitted, our accounts team will review your application and contact you if any further information is required.

Can I order by phone?

Yes. Our experienced sales team can help identify the correct part and process your order over the phone during normal business hours.

Can I collect my order?

Yes. Orders can be collected from one of our branches. Where possible, we'll let you know when your order is ready for collection.

Can someone else collect my order?

Yes. Please let us know in advance who will be collecting the order so our branch team can release it safely.

Delivery

How quickly will my order arrive?

Many stocked items are dispatched the same working day when ordered before the daily cut-off time. Delivery times vary depending on stock availability, courier service and delivery location.

Do you offer next working day delivery?

Yes. Most stocked products are available for next working day delivery within mainland UK.

Do you deliver throughout the UK?

Yes. We deliver across the UK. Delivery options and charges are displayed during checkout.

Can I track my order?

Yes. Once your order has been dispatched, you'll receive tracking information where available.

What happens if my delivery is delayed?

If there is an unexpected delay, we'll contact you as soon as possible with an update and revised delivery estimate.

Products

How do I know I'm ordering the correct spare part?

If you're unsure, contact our technical sales team with the appliance make, model and serial number where possible. We'll do our best to help identify the correct component.

Are your parts genuine?

We supply a wide range of genuine manufacturer parts as well as carefully selected compatible alternatives where appropriate. Product descriptions clearly identify the type of part being supplied.

Do you stock obsolete parts?

Where possible, yes. If an item has been discontinued, we'll try to recommend a suitable replacement or alternative.

What manufacturers do you supply?

We stock products from hundreds of leading manufacturers covering heating, plumbing, renewables, HVAC, commercial heating, refrigeration, air conditioning and associated accessories.

Do product images always match the item supplied?

Images are for illustration purposes only and may differ slightly from the actual product. Always refer to the product description and manufacturer part number before ordering.

Returns & Refunds

Can I return an item?

Most unused items can be returned in accordance with our Returns Policy. Some products may not be eligible for return due to manufacturer restrictions.

How do I arrange a return?

Please contact our customer service team before returning any goods. They will advise the correct returns procedure and whether a Return Merchandise Authorisation (RMA) is required.

How long do refunds take?

Once the returned goods have been inspected and approved, refunds are normally processed within a few working days back to the original payment method.

What if my order arrives damaged?

Please notify us as soon as possible, ideally within 48 hours of delivery, with photographs of the damage so we can resolve the issue quickly.

Payments

Which payment methods do you accept?

We accept major debit and credit cards, PayPal, and approved trade credit accounts.

Is my payment secure?

Yes. All online payments are processed using secure encrypted payment technology to help protect your information.

Can I pay by bank transfer?

Yes. Bank transfer may be available for approved trade account customers or by prior arrangement.

Trade Customers

What are the benefits of a trade account?

Trade account holders can benefit from competitive pricing, credit facilities (subject to approval), order history, faster checkout and dedicated account support.

Can I view my previous orders?

Yes. If you have an online account, you can log in to view your order history, invoices and account information.

Can I request quotations?

Absolutely. Our sales team can provide quotations for single items, larger projects or ongoing supply requirements.

Stock & Availability

Is the stock shown on the website live?

We work hard to keep stock information as accurate as possible. However, stock levels can occasionally change quickly. If an item becomes unavailable after ordering, we'll contact you promptly.

Can you source products that aren't listed on your website?

Yes. If you can't find what you're looking for, contact us. We have access to thousands of additional products and may be able to source the item for you.

Technical Support

Can you provide technical advice?

Our experienced team can offer product guidance and help identify suitable replacement parts. For appliance diagnostics and installation advice, we recommend consulting a qualified engineer.

Do you supply installation instructions?

Where manufacturers provide installation guides or technical documentation, these may be available on the product page or upon request.

My Account

I've forgotten my password. What should I do?

Use the "Forgot Password" link on the login page to reset your password securely.

Can I change my delivery address after placing an order?

Please contact us immediately. If your order has not yet been dispatched, we'll do our best to update the delivery details.

Contact Us

I can't find what I'm looking for. Can you help?

Absolutely. Our knowledgeable team is here to help with product enquiries, stock availability, technical questions and order support. Get in touch by phone, email or through our online contact form, and we'll be happy to assist.