Review Policy

At Victorian Plumbing, we understand that reviews play an important role in the customer shopping experience. They help customers evaluate if a product or service will meet their needs, and guide customers in making informed purchasing decisions.

We are committed to ensuring transparency, fairness and integrity in the customer reviews we feature on our website (“Website”). This includes maintaining a policy that prohibits the submission and publication of fake and/or misleading reviews and ensures transparency.

Who can submit a review

We welcome reviews about your experience with us and our products and services. Reviews for our products appear on the relevant product page on our Website. Reviews for our services appear on Trustpilot and reviews.io. We collect and publish the following types of reviews:

Purchase linked reviews

Purchased linked reviews are reviews left by customers who have been invited by email invitation to review a product or service they have purchased.

Product reviews

Customers will be invited by Victorian Plumbing by email to review a product they have purchased in exchange for the opportunity to be entered into a prize draw. Alternatively, a customer can leave a review on products they have purchased on the Website via the ‘write a review’ link on the relevant products page].

Service reviews

Customers will be invited by Trustpilot or reviews.io by email to review our services. Alternatively, a customer can leave a review of our services on Trustpilot directly.

We don't incentivise reviews

We don't offer any incentives for positive reviews. We enter everyone who has submitted a product review (whether positive or negative) in response to an invitation into a monthly free prize draw (see the terms and conditions here.]

Rules for reviews

Your review must:

• Reflect your genuine experience.
• Not be incentivised in any way.
• Not relate to a product or service you are connected with (for example, because you (or someone in your family) has a financial interest in or works for the business that provides it).
• Not manipulate ratings (for example, you cannot submit multiple reviews for the same product or service).
• Not be obscene, offensive, harmful or defamatory.

Where and how we display reviews

Reviews for our products appear on our Website. Reviews for our services appear on our Website and on Trustpilot.

We publish all product reviews that comply with this Policy with the most recent showing first. We create overall ratings for products by averaging the ratings received..

Someone reading a Trustpilot review by you can see your other Trustpilot reviews.

We may use your reviews in our marketing

We may include all (or a representative part) of your review in our marketing material in any media (for example, on our website, in a brochure or in advertising). Your identity will not be revealed.

How we investigate and deal with suspicious reviews

If our own monitoring or a report from you or someone else suggests that a review does not comply with this Policy we will promptly investigate and may:

• Immediately remove it (or not publish it, where it has been detected before publication). We will do this where we are certain it is non-compliant.
• Investigate it further (which may involve contacting the reviewer for evidence that it is compliant) and flag it as a possibly fake review until our investigation is complete. If we then determine the review is non-compliant we will remove it.

If we identify one review as non-compliant we may remove all reviews submitted by the same reviewer and refuse to publish any further reviews from the same reviewer.

If we remove a review or are investigating it we will not count it towards any aggregated review score.