Returns Policy
Easy Returns at Bathroom builders UK
We want you to be absolutely thrilled with your bathroom products! Here’s our straightforward guide to returns, whether you bought online or in our showroom.
We follow UK consumer law to make sure you’re always protected.
Changed Your Mind? No Problem!
Online Orders (Bought from our website)
- You’ve got 14 days: From the day after you receive your item, you have 14 days to tell us you’d like to return it.
- Tell us first! Just drop us an email at contactus@bathroombuildersuk.co.uk or call us on 01438 900195.
- Send it back within 14 days: Once you’ve told us, send the item back to us within another 14 days.
- Condition matters: It needs to be in its original, unused condition, with all the packaging and bits it came with. If it’s not, we might deduct some costs.
- Return costs are yours: You’ll cover the postage to send it back. We recommend using a tracked service, just in case!
- Quick refund: We’ll process your full refund (including standard delivery costs you paid) within 14 days of getting the item back, or once you’ve shown us proof you’ve sent it.
Showroom Purchases (Bought in our store)
- No automatic right for a change of mind: Unlike online, we aren’t legally obliged to accept returns if you simply change your mind for items bought in our showroom.
- We might help though! At our discretion, we may offer an exchange or store credit for unwanted items if:
- You return it within 14 days of purchase/delivery.
- It’s in its original, unused condition with all packaging.
- You have your receipt.
- Heads up: A small restocking fee of 30% might apply.
- “Final Sale” items: Look out for items marked as “final sale” or custom-made products, as these usually can’t be returned.
Got a Faulty or Incorrect Item?
We’re so sorry if something’s not right! All our products should be great quality, fit for purpose, and exactly as described.
Within 30 Days of Purchase (or Delivery)
- Full refund time! If an item is faulty or not as described, you can return it within 30 days for a full refund.
- We cover the return cost: We’ll pay for the reasonable cost of sending faulty items back to us.
After 30 Days (Up to 6 Months)
- Repair or replacement first: If a fault pops up within six months, we’ll offer a repair or a replacement.
- Refund if needed: If a repair or replacement isn’t possible or doesn’t work out, you may then be entitled to a partial or full refund.
After 6 Months
- You might still be entitled to a repair or replacement, but you’ll need to show the fault was there when you bought it.
How to Make a Return
It’s super simple!
- Get in touch:
- Email: [Your Returns Email Address]
- Phone: [Your Returns Phone Number]
- Please have your order number or receipt handy and explain why you’re returning the item.
- Pack it safely: Make sure the item is well-protected for its journey back to us, ideally in its original packaging.
- Proof of postage: Always get proof of postage when sending items back. For valuable items, tracked and insured is best!
Important Bits to Remember
- Refunds: We’ll refund you using your original payment method. Please allow up to 14 business days for it to show in your account.
What we can't accept back:
- Items damaged by misuse or neglect.
- Items that have been installed.
- Items tampered with by unauthorised people.
- Items where the original packaging is missing or badly damaged (for unwanted returns).
- Used consumable items (like cleaning solutions).
- Any items specifically marked as non-returnable.
Questions? We're Here to Help!
If anything’s unclear, just ask!
- Email: contactus@bathroombuildersuk.co.uk
- Phone: 01438 900 195
- Visit us: Showroom 6 Wedgwood Gate, Stevenage, SG1 4SU
General Info
Buying Guides
Company Info
Return Steps
- Before returning any item, please contact us via:
📧 contactus@bathroombuildersuk.co.uk or call us at:
📞 01438 900195 to obtain a Return Authorization Number (RAN). - Prepare Your Item
- Return the item in its original packaging, undamaged and unmarked.
- Include a note inside the package with your order number and reason for return.
- Do not open the original packaging of sealed products if you are unsure about keeping them.
- Ship the Item
Send your return to the following address:
Unit 6 Wedgwood Gate, Pin Green Industrial Area, Stevenage, Hertfordshire, SG1 4SU- You must arrange the return shipping and cover the costs unless the item is faulty or damaged upon arrival.
- We recommend using a tracked and insured shipping service to ensure safe delivery.
- Processing Your Return
- Once we receive your return, we will begin processing it.
- Refunds will be issued within 7–10 working days of receiving the item.
- Refunds will be processed via the original payment method.
Returning an Unwanted Item
- You may return unwanted items within 30 days of receipt.
- The item must be in new, unused condition, including all accessories and original packaging.
- Customers are responsible for return shipping costs.
- Custom-made or personalized items cannot be returned or canceled.
Refunds will not be issued for items damaged while in your possession or during return transit.
Returning a Faulty or Damaged Item
- Faulty or damaged items must be reported within 24 hours of receipt.
- Do not dispose of the item before contacting us, as we may require photos for verification.
- Once confirmed, we will provide options such as replacement, refund, or collection at no cost.
Important Note
All faulty products will be tested. If the item is found to be not faulty or the damage is due to misuse, no refund or replacement will be provided.
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Return Policy
At Bathroom Builders UK, we want you to be completely satisfied with your purchase. However, if an issue arises, whether it’s due to a fault, damage, or simply a change of mind, our customer service team is here to assist you. Please review our return policy below for guidance.
1. Order Cancellation
- You may cancel an order before dispatch or within 30 days of receiving your item.
- To receive a refund, the item must be returned within 7 days of the cancellation approval.
- Some returns may be subject to a restocking fee of up to 50% depending on the item’s condition.
2. Return of Faulty or Damaged Goods
If you receive a damaged or faulty item, we are committed to resolving the issue quickly.
1-Reporting Faulty or Damaged Goods
- You must report damaged or faulty items within 24 hours of receipt.
- Contact us via email or use the Damaged Item Form on our website.
- Do not dispose of the item before contacting us, as we may request photos for verification.
2-Return Process for Faulty Items
- Once your claim is approved, we will provide instructions on the next steps, which may include:
✅ Free collection and replacement
✅ A full refund if the item is irreparable
✅ Disposal instructions if the item is unsafe for return - If we require the item to be returned, we will refund your return postage cost upon receiving a valid shipping receipt.
3-Manufacturer Testing Policy
- All faulty goods will undergo testing.
- If the item is found not to be faulty or the issue resulted from misuse or accidental damage, no refund or replacement will be provided, and the item will be sent back to you.
4-Important Notes for Faulty Returns
- Do not install or attempt to use a faulty product—this may void your claim.
- If damage occurs during return shipping due to improper packaging, we cannot issue a refund.
- If an item is found faulty within 30 days of receipt, we will handle the issue according to your statutory rights.
3. Warranty & Guarantees
- All products come with a minimum 12-month manufacturer’s warranty.
- Some products may have longer warranties—please check individual product details.
- If a fault develops within the warranty period, please contact us first for guidance on repair or replacement.
- If testing shows the fault was caused by misuse or damage, the warranty will be void, and no refund or replacement will be issued.
