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If you need to return a product to us for any of the below reasons, please email firstname.lastname@example.org to discuss. Please make sure to include your order number and also the reason for the return. We will usually process any refund due to you as soon as possible.
Where you have exercised your right to cancel the contract, we will refund you within 30 days. Refunds will usually be made using the same method used by you to pay for your purchase.
Returns Policy – Changed Your Mind
You are within your right to cancel an order placed with us, up to 14 working days from the date your order is delivered for a full refund. Goods returned after this will be subject to any cost we incur to collect the goods back from you (if applicable). We will not accept return of goods delivered more than 30 days ago. Send your cancellation request to email@example.com with name, address and order number.
If you cancel your order before the goods are shipped, then we will refund the cost of the goods along with our standard delivery charge.
If you have paid for one of our Additional Delivery Options, you will have to bear the cost of this less the standard delivery charge.
If you decide to return goods after they have been delivered, we will require photographs of items to be returned. Please send to firstname.lastname@example.org along with name, address and order details. If you are returning an unwanted item it must not be damaged, marked or have been installed. The item needs to be in its original packaging. You can inspect the item but must not cause excess damage to packaging. If you do need to re-seal the item please ONLY use clear tape.
Please note that any goods that are in sealed packaging are clearly visible without the need to open the packaging. We will not accept returns of toilet seats where the sealed packaging has been removed – this is for hygiene reasons.
It is your responsibility to arrange this type of return at your own cost, if you prefer we can arrange collection of small items for £40,( items under 10kg & under 1m in size) medium items £50 ( Toilets, basins and furniture etc) and large items for £60 (baths, enclosures and screens etc) on request. If you choose to send the item back yourself, we suggest that you take out carrier insurance to protect yourself and the goods against damage. For large palletised deliveries please be aware that the costs to send them back will be considerably higher than you are charged for delivery. (Please contact email@example.com for further details)
It is your responsibility to ensure that returned goods reach us in good condition complete with all packaging. Please do not write the return address directly on product boxes and rather use a label or a4 sheet of paper adhered well to the outside of the packing.
If you wish to return an item but are ordering additional products, then providing we are using the same transport type we shall endeavour to arrange collection at the same time.
Customised Bespoke Made to Measure Products - We will not accept cancellation or return on customised, made-to-measure or bespoke products as these products are exempt from the right to cancel under the Consumer Protection (Distance Selling) Regulations 2000.Examples: Customised, made-to-measure or bespoke products are those that are specially manufactured, altered or modified to your specific requirements i.e. fitted furniture with colour/size/shape variations or whirlpool baths. Another example is where you have ordered a regular bath and then ordered a whirlpool system, air spa or chromotherapy light which requires the bath to be drilled or modified.
We do not accept returns of any excess tiles. All tile orders are classed as special order. Please bear in mind the tiles received may differ from those seen due to reproduction issues and shading variations.
Please ensure that all room measurements are correct before ordering and double check tile amounts with your fitter. Please inform us of any changes to amounts 48hrs before delivery.
Returns Policy – Incorrect Goods
By placing an order with us, you agree to check all goods upon arrival and notify us within 7 days. If you find that the items you have received are incorrect or that there are items missing from the delivery please email firstname.lastname@example.org immediately and we will investigate the problem. If it is found that products are incorrect or missing the situation will be rectified as quickly as possible with no additional charges incurred by you. If the error is down to you, we may charge you a delivery fee to rectify or you can cancel the order in accordance with our Returns Policy (set out in Changed Your Mind).
Returns Policy – Faulty Goods
Following delivery of the goods it is your responsibility to thoroughly inspect all your items for any visible faults, damage or defects and notify us of any issues as soon as possible.
We will accept no responsibility for replacement products and re-fixing costs of any products which have been installed or are in the process of installation which have visible faults/damage such as cracks.
If you discover your product to be faulty on delivery or within a reasonable time please email email@example.com to discuss returning the item(s) we ask that you provide photographic or video proof of the fault as this will help us to assess the best course of action. If we feel the image/video is not enough for us to achieve a resolution, We may request the item to sent back for inspection/testing as part of our investigation. Faulty items will be assessed on a case by case basis. On occasion we may need to seek technical information or advice from third parties, this may extend our investigation time, but we will notify you as soon as practicably possible of the result.
If after our inspection or testing we deem the product is working as specified then as the product is yours, we will contact you to either arrange to send it back or discard it.
If we deem the product to be faulty we will replace it. Where we offer to replace an item we will do so, only once the faulty item has been returned. When a replacement is offered, we will endeavour to get a replacement to you on the next available delivery slot for your post code. If we choose not to replace the faulty item but instead refund it where appropriate, we will refund the full item value including outward delivery charges plus any costs incurred in returning the item to us.
Returns Policy – Damaged Goods
Following delivery of the goods it is your responsibility to thoroughly inspect all your items for any visible damage or defects and notify us of any issues by email to firstname.lastname@example.org within 48hrs. This does not affect your statutory rights.
As part of the email you will need to provide photographic proof of the damage as this will help us to assess the best course of action. Damaged items will be assessed on a case by case basis and we will notify you as soon as practicably possible of the result. If we feel the image/video is not enough for us to achieve a resolution, We may request the item to sent back for inspection/testing as part of our investigation
If after our inspection or testing we deem the product is working as specified then as the product is yours we will contact you, to either arrange to send it back or discard it.
Products returned by you because of a defect (damage) not caused by you or your servant or agent (including plumber or other installer) will be replaced or refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us. When a replacement is offered we will endeavour to get a replacement to you on the next available delivery slot for your post code.
Damaged goods will need to be examined and warehouse order notes checked before any refund is authorised.
If upon return, the damaged products have been modified or have undergone any attempted installation, you may be responsible/liable for any costs of return or redelivered product that is not in the condition previously stated.