The principle
A home services bill is supposed to leave the customer better off than before the call. If we have failed to do that, our default position is to put it right — and where putting it right is not possible, to refund. The sections below explain how that works in practice for each kind of charge on a Xenoblox invoice.
1. Workmanship
If the issue we attended recurs within 30 days because of how the work was carried out, we will return at no cost and either re-do the work or refund the workmanship portion of the original invoice. This is separate from the longer 12 to 24-month workmanship warranty set out in our terms — it is a no-questions refund window for genuine dissatisfaction in the first month.
2. Materials we supplied
Fixtures, fittings and parts that we supplied and that turn out to be defective inside the manufacturer's warranty period will be replaced at no parts cost. Labour for the swap is also free if the original install is less than 90 days old; thereafter the standard call-out fee applies.
Unused, unopened materials returned within 14 days are refunded at the price you paid, minus any restocking fee the manufacturer applies to us. Custom-cut or made-to-order items (cut-to-length pipework, custom vanities, etc.) are non-returnable once production has started.
3. Customer-supplied materials
If you supplied the part — for example, a heater you bought yourself — we cannot refund or replace it. We can usually help with the manufacturer's claim process at no charge, because we want the unit working as much as you do.
4. Project deposits
Bathroom and kitchen refits are quoted with a staged payment schedule that includes an upfront deposit, typically 30 percent. The deposit is fully refundable up to seven days after signing if no materials have been ordered. After that, the refundable portion is reduced by the cost of materials we have committed to on your behalf, which is itemised in the project quote.
5. Cancelled bookings
Non-emergency bookings cancelled more than two hours before the scheduled window incur no charge. Cancellations within the two-hour window, or once the technician has been dispatched, are charged the call-out fee only; no labour or material charges apply because no work was done.
6. How to request a refund
Write to [email protected] with your invoice number, the date of the visit and a short description of the issue. We aim to acknowledge within one working day and resolve within seven, more often within three. Approved refunds are paid back to the original payment method within five working days.
7. Disputes
If we cannot agree, the dispute follows the resolution path set out in our terms and conditions — first the project lead, then a senior manager, then mediation. We have never had a refund dispute reach litigation in the history of the firm and we intend to keep it that way.