Terms and Conditions
Drench is a trading name of Beyond Retail Ltd, registered company number 07457691.
1.) Description of Goods
All images, descriptions, specifications and advertising on our site are intended to give an approximate description of the goods. We endeavour to provide product descriptions that are correct, but we advise that you seek technical advice from your qualified installer prior to commencing installation. We will not pay compensation for installation costs that have been incurred due to errors in description of goods listed upon this site. It is your responsibility to inspect the item you have received and ensure its suitability prior to commencing installation.
Please note that plumbing materials and sizes may vary. Pipework, for example, may be copper or plastic, and connections may be 22mm, 15mm, push-fit, threaded and so on. It should be noted that it would be prudent to check prior to purchase that the connections required or included with any product sold on our website are suitable for installation to your specific plumbing supply, especially if a 'retro-fit' installation is intended, and existing products are tiled in. We will not be responsible for costs incurred if plumbing modifications are required.
2.) Timescales & Delivery
Please do not arrange for installation of your goods until they have been delivered and checked for damage.
We will not compensate you for missed appointments due to delays or damages. It is your responsibility to order items in good time and ensure they are undamaged and free from visual defects prior to engaging with an installer.
We pride ourselves in having the UK's largest online offering of taps and showers. Some of our products are not kept in stock and need to be specially ordered for you. We aim to ship orders within 5 working days of receipt of order (although orders of products held in stock are generally shipped much sooner). If your order is not due to ship within 5 working days, we will endeavour to notify you by email or telephone where provided, and give you the option to wait, switch to an alternative product, or cancel your order and receive a refund. Goods are subject to availability and delay in delivery of goods is sometimes outside of our control. We accept no liability whatsoever in respect to late deliveries, and we strongly recommend that you do not book any plumber or installer to commence work before you are in receipt of the goods and have checked them over.
3.) Payment & Price
We are entitled to make adjustments to the price to take account of any increase in our supplier's prices or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong. All goods must be paid for on completion of order, and all funds must be cleared prior to shipping. We accept most major credit and debit cards, including Visa and Mastercard. We may accept other forms of payment including BACS, PayPal amongst others, but only at our discretion prior to order.
We have taken reasonable precautions to avoid any errors or omissions to product information or pricing across the website. However, please note that orders will not be accepted if it becomes evident prior to being dispatched and invoiced that there are material errors or omissions that should not have been present. We reserve the right to refuse, cancel or refund any orders prior to dispatch and invoice without notice.
4.) Delivery Charges
Estimated delivery charges are listed on each product page and the basket. An exact cost to your delivery address will display in the checkout to take into account outlying areas of the UK and international deliveries. Deliveries to Northern Ireland, Scottish Highlands and other remote areas of the country will incur a surcharge. We can also deliver small items (taps, shower fittings, accessories, small kitchen sinks, mirrors etc.) internationally. You will be informed if any of the items in your basket are not able to be sent to your country during the checkout process.
If your country is not listed, or if you want to order a larger item, we may still be able to help. Please chat to us via live chat or send us an email.
Our returns policy:
- 30-day returns from the day of delivery for a refund
- Credit note for goods returned up to 90 days after delivery
- Convenient collection of unwanted goods available*
- Outstanding customer care on hand to help at all times - rated ‘Excellent’ on Trustpilot
Hassle-Free Returns & Exchanges
If you decide you don't want a product, you can return your items within 30 days of delivery for a full refund.
After 30 days, you can receive a credit note for goods returned up to 90 days after delivery. Credit notes are valid for 12 months from date of issue.
We understand that returning fragile items can be difficult. We now offer a collection service at a time and place to suit you. They too will provide a collection window for convenience (area exclusions and service restrictions apply to carriers). Please note that charges will apply (see below). Alternatively, you are welcome to arrange your own method of transport back to us.
When sending the item(s) back to us, please ensure you do not write or stick anything on the product box itself and avoid using duct tape, gorilla tape or brown tape.
Simply speak with us via live chat or visit our Help Hub and we’ll be happy to help arrange your return.
Please note that we cannot accept returns or exchanges for products that have been used, installed, or made-to-order. We are also unable to accept back any items that have been plated for you (for example a gold tap on a long lead time). In order for your return to be accepted, please ensure items are packaged as they were sent out, and that they are in a resellable condition.
Collection Service Charges
We won’t charge you a restocking fee for returning your products, but you will be required to pay the transportation costs incurred by the return (or arrange your own delivery back to us). The charge for this service will depend on the size and type of items being returned.
- Small, non-fragile items can be collected via DPD. For most of the UK, DPD will provide a 1 hour time slot for convenience. Our team can select a specific day that suits you, or collect from an alternative address. The charge for this is £9.99.
- The charge for a large fragile single box is £29.99 or £39.99 for the collection of multiple boxes, or any glass, baths or single fragile items that are not in a box.
If there was a surcharge on your original order due to additional transport costs, we’ll apply a similar charge to your collection. Our team will be happy to let you know how much this will be, and generally it applies to areas of Northern Scotland, Channel Islands, Scottish Islands and other harder-to-reach areas of the UK.
- We are unable to collect international orders.
- If you are exchanging your item, you will be required to pay a combined collection and delivery fee, for the original and new items. We will process your refund once your original items return to us.
Our team carefully package your order before we dispatch it to you, so damage is rare. It’s also very important that you inspect your goods upon delivery, and let us know of any damage as soon as possible.
If you discover a damaged item during inspection, let our delivery partner know or contact us as soon as possible. If you are not given the opportunity to inspect your goods upon delivery, please inspect them as soon as possible afterwards.
If you only realise after the delivery that the product/s is damaged, please contact us within 2 working days of your delivery, sending us photos of both the damage as well as the exterior packaging of the damaged item. Once the damage has been confirmed, we will ensure a replacement is sent, free of charge.
Please note: Please ensure you inspect your goods thoroughly before handing them over to your installer. It is important that you do not install damaged goods, as we will be unable to replace or refund damaged items that have been installed.
If you believe you have a defective product, the first thing to do is contact our team via live chat, or visit our Help Hub. It is often possible to resolve a problem by offering technical advice over live chat or by email, or by sending replacement parts. In some situations, we may arrange for the manufacturer's technical or after-sales department to contact you directly. Please do not uninstall or replace an item prior to speaking with our team. We will not cover any consequential charges, including installation costs that result from the removal and reinstallation of items that could have instead been resolved by way of a replacement part, or if the product is later found not to be faulty after testing.
Due to the technical nature of the products we sell, and factors such as water pressure, electrical supply and the requirement for installation by a competent professional, 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 our right to collect and arrange for the item to be tested to ascertain the cause of a purported fault. This process may take up to 28 days from the day of collection, although we will always aim to act as quickly as possible. If we arrange to provide a non-chargeable replacement prior to the item being tested this is provided to you on the basis of the original later being confirmed as faulty. If the item is instead found not to be faulty, any costs incurred in collecting the item may become chargeable, as will the cost of any replacement items provided.
We may be able to confirm a product defect without the need for collection or testing. If you are able to provide images or videos of the faulty item this will help us to resolve your issue as quickly and painlessly as possible.
Once we’ve confirmed a fault, we’ll advise you on the next course of action. You are entitled, once a fault has been confirmed, to either an exchange or a monetary refund if the fault was reported within the first 30 days after delivery of your order. After 30 days, once a fault has been confirmed, we will look to repair your item if possible. If we are unable to repair your item, we may offer a replacement, or a credit note.
Products that develop a fault after 1 year are usually covered under the manufacturer’s warranty and subject to the terms and conditions of that warranty. Please retain your proof of purchase and any warranty documentation, if supplied, in case you need to claim under warranty at a later date.
6.) Warranties & Liability
We warrant to you that all goods will be of satisfactory quality and fit for their normally intended domestic purpose. All Drench products carry a minimum 6 month warranty.
Any guarantees that exceed 12 months are provided by the manufacturer, and not by Drench, and any problems that occur outside of this 12 month period should be taken up directly with the manufacturer. We will, at our discretion, help you get in touch with the manufacturer by acting on your behalf, or passing on details.
Our liability for losses you suffer as a result of us breaching this agreement is limited to the purchase price of the Product and any losses which are a foreseeable consequence of us breaching the agreement. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us. This does not limit in any way our liability for death or personal injury. We are not responsible for the following losses where they are suffered by you in relation to a business:
a.) Indirect or consequential loss, including but not limited to any loss resulting from the cost of plumbers, contractors, or anyone else involved in the installation of the products.
b.) loss of business, revenue, profits, contracts, anticipated savings, data, management or office time.
All products should be installed by a qualified professional. We do not recommend attempting the installation of bathroom and kitchen items without holding the current, relevant qualifications due to the inherent technical nature of the products. It should be noted that installation by an unqualified individual may invalidate manufacturer warranties, so it is imperative that you check the terms and conditions of the manufacturer before proceeding with 'DIY' installation. Neither Drench nor the manufacturer can be held responsible for any costs incurred as a result of installation by unqualified individuals.
7.) Water Pressure
The nature of the products sold by Drench (bathroom taps, showers etc) are subject to various water pressure recommendations (amongst other recommendations) by the manufacturers. Where possible, these are stated on our website. It is your responsibility to ensure that the products you have ordered are suitable. We strongly recommend that you seek professional advice before installation, as we will not take back products after they have been installed.
8.) Entire Agreement
These terms and conditions represent the entire agreement between us in relation to the subject matter of any contract, and supersede any prior agreement, understanding arrangement between us (you, the customer and Drench), whether oral or in writing. We each acknowledge that, in entering into a contract, neither of us has relied on any promise or representation given by the other, or implied from anything said or written in negotiations prior to such contact.