Who fixes faulty installation of home fittings?
Check who contracted to supply and install the fittings. For consumer purchases with installation under the seller’s responsibility, raise incorrect fitting with that seller. If you hired the installer separately, raise workmanship concerns with the installer and product faults with the seller. Ask Cambridge China Bridge to help retrieve factory records.
Identify the contracts before assigning responsibility
Collect the goods order, installation quotation, accepted terms, invoices and payment records. Identify the contracting seller and installer, what each agreed to deliver, and whether installation was included or separately commissioned. A fitter recommended by the seller needs a closer contract check: a recommendation alone does not establish who accepted responsibility for the work.
Check whether the purchase was for your business or mainly for personal home use. Use our home purchases and trade-only terms guide for that distinction. For a business order, start with our business faulty-goods guide and compare the agreed goods specification and installation scope.
When installation was included in the purchase
For a consumer purchase where the trader supplies the goods and installs them, or installation is under that trader’s responsibility, incorrect installation brings the goods remedies into play. The short-term right to reject is excluded for this installation failure. Ask the contracting seller to lead the investigation and propose a remedy.
Send the seller the accepted installation scope and evidence showing who arranged and took responsibility for the work. Ask it to coordinate its fitter and obtain relevant factory information. Request a written response identifying the suspected cause, proposed checks and repair plan, rather than accepting an unsupported instruction to contact the factory.
When you hired a UK installer separately
Raise suspected workmanship problems with the installer you hired. Ask the relevant consumer advice service to confirm the installer's duty to exercise reasonable care and skill in your circumstances. Where repeat performance is available, it means doing the work again as needed to meet the contract; it cannot be required where that is impossible. Applicable repeat performance must be completed within a reasonable time, without significant inconvenience and at the trader’s necessary cost.
Send suspected product defects to the goods seller as well. Give the seller and installer the same photographs, instructions and inspection findings, and ask each to explain its position against those records. Treat missing or unclear fitting instructions as a separate investigation question. Avoid accepting either party’s diagnosis merely because it blames the other.
Build a record that tests the competing explanations
Create a dated record from delivery through unpacking, storage, installation, handover and discovery. Match the model and batch to the specification, factory checks and fitting instructions supplied. Preserve original photographs before and during fitting, site measurements, installer notes and handover tests. Our fault-at-delivery evidence guide covers the related question of when a product fault existed.
Ask an inspecting tradesperson to separate observations from conclusions. The report should explain the failure mechanism, evidence supporting the likely cause, alternative explanations and any checks still needed. A leak alone does not identify its cause. Label removed parts, record who handled them and agree any destructive examination before it changes the evidence.
| Possible explanation | Records and checks to request |
|---|---|
| Product defect | Identify the failed component and compare its material, dimensions or construction with the agreed specification and factory records. |
| Poor workmanship | Compare actual fitting with the supplied instructions, including alignment, fixings, seals and connections. |
| Unsuitable site conditions | Record the supporting surface, available space and relevant supply conditions; explain how they affected performance. |
| Mixed or uncertain cause | Explain how factors interacted, what remains unconfirmed and which further examination could distinguish them. |
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Agree investigation and remedial work in writing
Send a shared investigation brief identifying the fault, affected fitting, available evidence and questions to answer. Propose an inspection date and ask who will attend, provide records and respond to the findings. If urgent work is needed to prevent further damage, record why, notify the relevant parties promptly and preserve evidence where safe.
Before booking remedial work, ask for written agreement on scope, access, parts, testing and payment arrangements. Use our removal and refitting costs guide for the cost request. Cambridge China Bridge’s staff in China can help collect factory specifications, instruction revisions and inspection records to support the UK investigation.
Frequently asked questions
Who do I contact if installation was included?
Start with the contracting seller. For a consumer purchase, incorrect installation by that seller or under its responsibility brings goods remedies into play, excluding the short-term right to reject for this failure.
What if I hired my own installer?
Raise workmanship concerns with your installer and suspected product defects with the seller. Send both the same evidence and ask for reasons supporting their diagnosis.
How do I prove a product fault rather than bad fitting?
Compare the agreed specification and supplied instructions with delivery photographs, fitting records and site checks. Ask an inspection report to explain the failure mechanism and address alternative causes.
Should I remove the fitting before an inspection?
Agree inspection and removal arrangements first where possible. Photograph the fitting and connections, label removed parts and record any urgent work needed to prevent further damage.