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If you are not satisfied with any part of your order for any reason you can return all or part of your order to us subject to the following conditions.
If you have changed your mind
If you have simply changed your mind you can return the goods to us provided you notify us by email or telephone within 14 calendar days of receiving your goods provided the goods have neither been fitted nor modified in any way; i.e. they are still in perfect, saleable condition. Please ensure the goods are in their original packaging with all parts and accessories that were originally supplied. Once you have notified us of your intention to cancel please ensure we receive the goods within 14 calendar days of your notifying us of your intention to cancel. The address you need to return the goods to is:
Returns Department <your order number>*
Unit 2 Bills Street
*Please include your order number where indicated above.
Please ensure you have sufficient insurance with your chosen carrier to cover the value of the goods whilst in transit and refer to their conditions of carriage for any additional instructions.
Once we have received the items they will be inspected to ensure they are still in perfect condition. If the goods arrive showing any signs of transit damage we will notify you at the earliest opportunity and send pictures of the damage so you can claim the value of the goods from your chosen carriers' insurance. If the goods show any signs of having been fitted or are otherwise not in perfect condition we will return the goods to you. If the packaging shows any damage beyond that which is reasonably necessary to open and inspect the goods a 15% restocking fee will be deducted from your refund.
All refunds are issued within 3 working days of receiving undamaged goods subject to the above conditions.
Please note that all items sold as part of a suite or pack are sold at a discounted rate. If you wish to only return part of a suite or pack we reserve the right to charge the full, non-discounted individual prices for the items you have chosen to keep and your refund (subject to the conditions above) will therefore be the difference between the non-discounted prices of the items you have chosen to keep and the total discounted price you paid for the suite or pack.
If your goods arrive damaged or faulty
We ask all our customers to inspect their goods as soon as possible following delivery and to notify us of any transit damage, visible faults or missing items within 48 hours of delivery via email or telephone. Please open each box and examine each item within 48 hours of receiving your order checking your order is complete and there are no missing items as you go.
Once we have received notification from you that your goods have arrived damaged or faulty we will inform you of our intended course of action. In most cases we will request photographic evidence to support your claim such as a picture taken on a smartphone or other device with a digital camera. Please DO NOT dispose of any goods or any packaging (including pallets) unless we have explicitly instructed you to do so.
Please note that we cannot accept any claims for transit damage or visible faults once an item has been fitted. The fitting of any item will be deemed as your acceptance that item arrived in perfect condition; please instruct any plumbers or fitters working on your behalf not to fit any item or part thereof if there are any signs of transit damage or any visible defects.
Goods returned to us as damaged or faulty may be tested by a representative from the relevant manufacturer. Should the manufacturer assert the goods are in perfect condition we will deduct the full cost of collecting the goods from your refund. Please note that any delivery charge levied on your order may have been subsidised and therefore any collection charge is likely to be higher. Should the manufacturer determine any damage or fault to be caused by misuse, abuse or improper fitting any product guarantee or warranty shall be void and no refund nor replacement will be issued.
All goods are supplied with a minimum 12 month warranty, however, many manufacturers offer a longer warranty or guarantee period. The manufacturer's guarantee period is usually displayed on the product page and is effective from the date you receive your goods. In most cases you will need to register your guarantee with the manufacturer within 30 days of receiving your goods. Where applicable, the manufacturer's paperwork supplied with the goods will provide instructions for doing this. Please ensure your fitter or plumber provides you with all the relevant manufacturer supplied documentation for your goods such as guarantee forms and product care instructions.
Should any product you have purchased develop a fault within 12 months please contact us using the details found in your order confirmation email. When contacting us please ensure you have your order number to hand so we can quickly identify the product affected. Depending upon the nature of the fault we may either be able to resolve the matter ourselves or we may refer you directly to the manufacturer. Either ourselves or the manufacturer may request the contact details of the plumber or fitter responsible for installing your goods so please have these to hand.
Serviceable parts are usually supplied with a separate 12, 18 or 24 month manufacturer warranty that is separate to the manufacturer guarantee provided with the main product. Serviceable parts are those subject to normal wear and tear that are expected to be replaced within the lifetime of the product. Serviceable parts include (but are not limited to) toilet seats, shower door rollers, glass seals and ceramic disc cartridges. The warranty supplied with these parts will usually be indicated in the manufacturer's paperwork supplied with your goods.
Please note that manufacturer guarantees and warranties do not cover damages or faults caused by misuse, abuse, accidental damage, improper fitting or failure to care for a product in accordance with the care instructions provided.
Please note this return policy applies to purchases completed online. For in-store purchases please refer to the returns policy displayed in the showroom or request a copy by clicking here.