Our Returns Policy
We know that occasionally that spur-of-the-moment purchase just isn't what you hoped for. We offer the following:
• 30 Day Money Back Guarantee
• 90 Day Product Exchange
So should you decide you don't want a product, you have 30 days from the delivery date to return it for a full refund. We ask that you ensure the item is unused, in its original packaging, uninstalled, and suitable for re-sale. Please contact our customer care team to arrange a return. Also, when sending it back to us, please ensure you do not write or stick anything on the product box itself. Please note that we do not cover the cost of returning unwanted goods.
Alternatively, even after the 30 day returns period, we can still help you exchange your product for something else up to 90 days after the delivery date. Perhaps you've had a rethink about your bathroom, or its only after your installer has arrived that you have realised that you have selected the wrong items. All is not lost! We can't offer a monetary refund, but we'll be happy to take your unused, uninstalled, boxed items back as a credit against an alternative. Simply call us, or let out customer care team know, and we'll be happy to assist.
Please note: We may not be able to cancel or take back 'special' or 'bespoke' orders, including but not limited to:
• Gold-plated products (generally these items will have been plated on request after your order)
• Schneider mirror cabinets from Switzerland (these items have been imported in especially for you)
• Toilet seats removed from their packaging
• Geberit Aquaclean & Sela Toilets & Toilet Seats
If you are looking to cancel or return one of those items, please contact us on 01202 612800. We reserve the right to refuse cancellation of the order or charge a restocking fee equal but no greater than our costs incurred due to the cancellation or refund
We check fragile items prior to dispatch, and package them to ensure the highest likelihood of a safe arrival. However, there is always a chance fragile items may be damaged during the delivery process.
Please carefully inspect your items either during delivery, or shortly thereafter. All visual damage must be reported to us by phone or email within 2 working days of delivery. Failure to do so will mean we are unable to process a refund or replacement. We recommend taking photos of the damage. This will help us to resolve the situation as quickly as possible.
This policy does not apply to items that have a manufacturing defect or non-visual fault.
If you have an issue with a product purchased within the last 12 months, please contact us by phone or email. Please do not send an item back to us without first speaking with our team. We will endeavour to resolve manufacturing defects and faulty goods as quickly as possible.
If a product is defective, please let us know at the earliest opportunity. If the fault is one that can be seen or shown, photos or videos will help us to identify the problem, and offer a solution, or if required dispatch a replacement.
Sometimes it may be possible to resolve a problem by offering technical advice over the telephone or by email. We may also instruct the manufacturer to contact you directly as their technical team will be best-placed to either resolve an issue, or determine if a fault is present.
Due to the technical nature of the products we sell, and factors such as water pressure, electrical supply and the requirement for professional installation; depending on the type of fault reported, it may not be immediately evident whether the product is faulty or if the problem lies with the installation or the domestic environment. We reserve the right to collect and test the item, either ourselves or externally, to ascertain the cause of a purported fault. This process may take up to 28 days, although we will always aim to act as quickly as possible.
Obvious faults where testing is not required will be refunded at the earliest opportunity once an inspection can be made and the fault confirmed. At this point we will act upon your instructions by refunding or exchanging.
Within the stated returns period - If once an item has been tested, and it is determined that a fault is not present, you will be liable for the cost of the collection and any subsequent redelivery costs should you require the item to be returned. If you do not require the item to be returned to you, we will recover the costs of collection from the price of the goods and refund the appropriate purchase price.
Outside of the stated returns period - If a fault is not present once tested, we may refuse the refund and send the goods back to you at your cost. You will be liable for the cost of collection of the goods.
Faulty products purchased more than 12 months ago are usually covered under the manufacturer's own guarantee, as advertised at point of sale.