1.1          This product guarantee is given by Imex Ceramic UK Ltd (a company registered in England and Wales with company number 07406802 with its head office address at Unit 15, Sybron Way, Millbrook Industrial Estate, Crowborough, East Sussex, England, TN6 3DU) and applies to Imex products purchased within the United Kingdom (guarantee area).

1.2          Consumers have statutory rights under the laws of England and Wales in relation to the sale and purchase of goods, and these statutory rights shall not be adversely affected by this guarantee.

1.3          Imex guarantees that on purchase by the customer of an Imex product, and for a period of 12 months from the date of purchase, (further extended guarantees available), the products shall:

1.3.1       conform in all material respects with their description;

1.3.2       be free from material defects in design, material and workmanship;

1.3.3       be of satisfactory quality (within the meaning of the Consumer Rights Act 2015);

1.4          Subject to paragraph 1.5, if:

1.4.1       the customer gives notice in writing to Imex (either by email to sales@imexceramic.co.uk or by letter to its registered address) during the guarantee period and within a reasonable time of discovery that some or all of the products do not comply with the guarantee set out in paragraph 1.3.

1.4.2       Imex is given a reasonable opportunity of examining such products; and 1.4.3 the customer (if asked to do so by Imex) returns such products to Imex place of business at the customer’s cost, Imex shall, at its option, repair or replace the defective products, or refund the price of the defective products in full.

1.5          Imex shall not be liable for any products’ failure to comply with the guarantee set out in paragraph 1.3 in any of the following events:

1.5.1       the customer makes any further use of such products after giving notice in accordance with paragraph 1.4;

1.5.2       the defect arises because the customer failed to follow Imex’s oral or written instructions as to the storage, commissioning, installation, use and maintenance of the products or (if there are none) good trade practice regarding the same;

1.5.3       the defect arises as a result of Imex following any drawing, design or specification supplied by the customer;

1.5.4       the customer alters or repairs such products without the written consent of Imex;

1.5.5       the defect arises as a result of fair wear and tear, willful damage, negligence, or abnormal storage or working conditions;

1.5.6       with applicable statutory or regulatory requirements. .

1.6          Except as provided in this paragraph 1, Imex shall have no liability to the customer in respect of the products’ failure to comply with the guarantee set out in paragraph 1.3.


Imex Product Guarantee Periods

Product Guarantee Period
Sanitary ware products* 25 years
Cistern Fittings* 3 years
Toilet Seats 1 year
Smart Toilets* 1 Year (optional up to 3 Years)
Smart Cistern Frame Covers* 3 Years
Furniture* 10 Years
Mirrors* 3 Years
Baths 25 Years
Brassware* 10 Years

*All internal working parts which are subject to normal wear and tear, are covered for 3 Years from proof of purchase date (excluding toilet seats which are 1 Year and Smart toilets unless extended Guarantee is purchased).


Guarantee Claim Procedure


Imex Ceramic would like to make your claim procedure quick and easy, for us to do this we will require the following information made available when you make contact:

  • You will need to provide the original Proof of purchase that clearly shows the date and description of the item being claimed against.
  • Provide us with a detailed explanation of the claim / issue.
  • Provide confirmation that the product has been maintained and cared for in compliance with our instructions (including regular and appropriate cleaning). If in our opinion the product has not been cared for and maintained, modified, misused, or accidentally damaged, we can accept no responsibility for failure.
  • Confirm the product has not been subject to debris or scale build-up caused by poor water quality.


You can contact our sales team on:

Telephone: 01530 835598

Email: sales@Imexceramic.co.uk


Imex requires that the opportunity is given to resolve the issue with a spare part first. Imex requires that we are given the opportunity to inspect the product in its originally installed location, if this is not possible, this may lead to your claim being rejected.

If an Imex engineer is required to make a home visit to inspect a possible claim, Imex will require a deposit of £150, this will be held against a credit card. This charge will not be taken if the fault is found to be a manufacturing fault, the engineer will identify the issue and provide a full report. If this report identifies that the product is not to have a manufacturing fault the deposit will be processed and charged, and a full report supplied. If the engineer is required on site for longer than one hour a further £50 will be charged for each hour thereafter. We will require confirmation from the homeowner that they are happy for us to attend the call out based on these conditions.

We will hold no responsibility for refitting costs of any product that was not fully inspected before installation.

Any product that has been discontinued and is found to have a manufacturing Fault will be replaced with our nearest equivalent product available.

Imex Ceramics guarantee products against manufacture defect providing they have been installed, used, and regularly maintained in accordance with our instructions.

All internal working parts which are subject to normal wear and tear, are covered for 36 months from proof of purchase date (excluding toilet seats which are 12 months and Smart toilets unless extended Guarantee is purchased).

Our guarantee applies to the original purchaser only and is non-transferable.

This guarantee does not affect your statutory rights.

This guarantee is only applicable in the UK and Republic of Ireland.

Imex reserves the right to amend product specification and pricing without prior notice.


If a call out is requested to a faulty item a charge of £150 will be held against a credit card before any works are carried out. This charge will not be applied to the customer if the fault is ours.

If the fault is ours, we will repair or replace the broken or missing part. However if the fault is not ours then the customer will be given the option to have the fault repaired by us at a charge of £50.00 per hour.

We require a signature from the customer to accept responsibility for the payment for the repairs carried out by us, and payment will be required immediately after the repair is carried out.


Unless stated otherwise, the recommended retail prices shown on this website include VAT at the current rate of 20% in the UK.


The Imex Ceramics UK logo is a registered trade mark of Imex Ceramics UK.


Imex Ceramics UK Limited is registered in England and Wales. Company registration number:  Registered office:  VAT registration number: (GB)


Imex Ceramics UK Limited respects the privacy of visitors to its website. We will not collect any personal data about you, such as your name and address, unless you voluntarily submit it to us.

Cookies are small text files which are downloaded to your computer when you visit a website. This website uses cookies to automatically capture data that does not personally identify you. We use this anonymous data to analyse how the site is being used, so that we can improve it. This website does not use cookies to store personal data about you.


All rights reserved. This website is the copyright of Imex Ceramics UK Limited. All information shown on or derived from the website remains our intellectual property. You must not reproduce or redistribute any of the content, images or data for commercial use without prior permission in writing from us.


You must not misuse this Website. You will not: commit or encourage a criminal offense; transmit or distribute a virus, trojan, worm, logic bomb or any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of the Service; corrupt data; cause annoyance to other users; infringe upon the rights of any other person\’s proprietary rights; send any unsolicited advertising or promotional material, commonly referred to as \”spam\”; or attempt to affect the performance or functionality of any computer facilities of or accessed through this Website. Breaching this provision would constitute a criminal offense and www.imexceramic.co.uk will report any such breach to the relevant law enforcement authorities and disclose your identity to them.
We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this Website or to your downloading of any material posted on it, or on any website linked to it.


The intellectual property rights in all software and content (including photographic images) made available to you on or through this Website remains the property of www.imexceramic.co.uk or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by www.imexceramic.co.uk and its licensors. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website nor may you use any such content in connection with any business or commercial enterprise.


By placing an order you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price.

Dispatch times may vary according to availability and subject to any delays resulting from postal delays or force majeure for which we will not be responsible.

The method of delivery may be different to the method paid for or selected by the customer. Imex Ceramics UK reserves the right to dispatch in the most cost effective and efficient way.

In order to contract with www.imexceramic.co.uk you must be over 18 years of age and possess a valid credit or debit card issued by a bank acceptable to us. www.imexceramic.co.uk retains the right to refuse any request made by you. If your order is accepted we will inform you by email and we will confirm the identity of the party which you have contracted with. This will usually be www.imexceramic.co.uk or may in some cases be a third party. Where a contract is made with a third party www.imexceramic.co.uk is not acting as either agent or principal and the contract is made between yourself and that third party and will be subject to the terms of sale which they supply you. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorized user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. The cost of foreign products and services may fluctuate. All prices advertised are subject to such changes.

(a) Our Contract

When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order: this email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation by e-mail that the goods which you ordered have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed.

(b) Pricing and Availability

Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the ‘Total Cost’.

(c) Payment

Upon receiving your order we carry out a standard authorization check on your payment card to ensure there are sufficient funds to fulfil the transaction. Your card will be debited upon authorisation being received. The monies received upon the debiting of your card shall be treated as a deposit against the value of the goods you wish to purchase. Once the goods have been despatched and you have been sent a confirmation email the monies paid as a deposit shall be used as consideration for the value of goods you have purchased as listed in the confirmation email.


The material displayed on this Website is provided without any guarantees, conditions or warranties as to its accuracy. Unless expressly stated to the contrary to the fullest extent permitted by law www.imexceramic.co.uk and its suppliers, content providers and advertisers hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity and shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of this Website or the Linked Sites and any materials posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law or otherwise. This does not affect www.imexceramic.co.uk’s liability for death or personal injury arising from its negligence, fraudulent misrepresentation, misrepresentation as to a fundamental matter or any other liability which cannot be excluded or limited under applicable law.


You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link from any website that is not owned by you. This Website must not be framed on any other site, nor may you create a link to any part of this Website other than the home page. We reserve the right to withdraw linking permission without notice.

Disclaimer as to ownership of trade marks, images of personalities and third party copyright

Except where expressly stated to the contrary all persons (including their names and images), third party trade marks and content, services and/or locations featured on this Website are in no way associated, linked or affiliated with www.imexceramic.co.uk and you should not rely on the existence of such a connection or affiliation. Any trade marks/names featured on this Website are owned by the respective trade mark owners. Where a trade mark or brand name is referred to it is used solely to describe or identify the products and services and is in no way an assertion that such products or services are endorsed by or connected to www.imexceramic.co.uk.


You agree to indemnify, defend and hold harmless www.imexceramic.co.uk, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use this Website or your breach of the Terms of Service.


All rights reserved. This website is the copyright of Imex Ceramics UK Limited. All information shown on or derived from the website remains our intellectual property. You must not reproduce or redistribute any of the content, images or data for commercial use without prior permission in writing from us.


If any part of the Terms of Service is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of the Terms of Service will not be affected all other clauses remaining in full force and effect. So far as possible where any clause/sub-clause or part of a clause/sub-clause can be severed to render the remaining part valid, the clause shall be interpreted accordingly. Alternatively, you agree that the clause shall be rectified and interpreted in such a way that closely resembles the original meaning of the clause /sub-clause as is permitted by law.


We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments.


If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.


The above Terms of Service constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and www.imexceramic.co.uk. Any waiver of any provision of the Terms of Service will be effective only if in writing and signed by a Director www.imexceramic.co.uk.