In the unlikely event that you are not satisfied with your purchase for any reason, you have the right to cancel your order within 14 working days from the day after the date of delivery, and we ask that all goods are returned safely and in their original packaging.
To exercise your right of cancellation you must give notice online or via Email, giving details of goods which are to be returned and the delivery details. For full details of how to return goods please contact our customer care team on 01925 720 220.
We will only accept a returned non-faulty item(s) if we deem it to be in good condition and it is returned in its original packaging within 30 days of the date of delivery.
Please note that a collection charge will be implemented for all non-faulty returns, and that this must be paid prior to any collection being processed. We will refund your money on orders within 28 days of cancellation less any delivery cost as detailed in collection costs.
Our Returns Policy
Our returns policy:
- 30 days to return your items for a refund
- 90 days to return your items for a credit note
- Convenient collection of unwanted goods available*
*Collection & redelivery fees will apply for unwanted items. Please see Charges section below. Unwanted items can also be sent back to us via your choice of transport.
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 return your items for a credit note up to 90 days from date of 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. For small items, we’ll send DPD to collect within a 1-hour slot. For bulky, fragile items, we’ll send a specialist fragile transport company. 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.
Simply call us on 01925 720 220 or email firstname.lastname@example.org 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 resalable 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 £12.99.
- Large, fragile items can be collected via a specialist fragile carrier to ensure they arrive back safely. The charge for this is £29.99 for the collection of a single fragile box, 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 also be required to pay the delivery cost of your new item.
Our team or our suppliers 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, as we’ll usually ask you to sign a form confirming that they appeared to be in good condition when you received them (except small items sent by parcel courier).
If you discover a damaged item during inspection, let our delivery partner know or note this on the form and call us on 01925 720 220 or email email@example.com. If you are not given the opportunity to inspect your goods upon delivery, please note this on the form and inspect them as soon as possible afterwards.
If you only realise after the delivery that you’re unhappy with the quality, please email us via firstname.lastname@example.org 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 or attempted to be installed.
If you believe you have a defective product, please contact our team on 01925 720 220, or email email@example.com. It may be possible to resolve a problem by offering technical advice over the telephone or by email, or by sending replacement parts. As such, we recommend that you do not uninstall or replace an item prior to speaking with our team. We may also instruct the manufacturer’s technical or aftersales team to contact you directly.
Due to the technical nature of the products we sell, and factors such as water pressure, electrical supply and the requirement for professional installation, 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, although we will always aim to act as quickly as possible. If required, we will be happy to provide a non-chargeable replacement prior on the condition that the item has been reported as faulty. However, please be aware that if the item is subsequently found not to be faulty, any costs incurred in collecting the item may become chargeable, as will the cost of any previously non-chargeable 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 is often a big help in us resolving 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 refund within the first 30 days after delivery of your order. After 30 days, once a fault has been confirmed, we would typically look to repair the item if appropriate, or replace the item with one of equal value.
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.