We hope that you will be pleased with your online purchase. Should you not be completely satisfied with a product, please notify us in writing (either by email or letter post) within the standard 14 (fourteen) days of delivery that you intend to return the item(s) and follow this by returning the item(s) to us within 14 (fourteen) days following the date of cancellation. If you notify us within 14 (fourteen) days of delivery that you intend to return a product(s) we will then be happy to refund the price of the product including the basic cost of delivering the product to you; less a 25% restocking charge of the product value for those returned, provided they are in the same condition as when they were delivered to you. All refunds will be processed within 14 (fourteen) days of us receiving the returned item(s). This is in line with the standard guidelines of the “cooling off period” that protects online shopping consumer rights under the Consumer Contracts Regulation 2013.
Please note that if you do not inform us of your intention to return, or only initially notify us outside of the standard 14 (fourteen) day period after delivery, your return will not be accepted. You may also arrange recollection of your item(s) if you have returned them outside of the standard guidelines in this instance.
Please also be aware that if your returned items are not in a resalable enough condition to be acceptable to another customer, then if a refund is provided it may be reduced accordingly. The extent to which you can handle the products is the same as it would be as if you were assessing them in a shop. So any damage to the product or packaging, for example defacement, will not be acceptable. To streamline the return process, we ask if you would please be kind enough to ensure that the products are housed in the original undamaged packaging and accompanied by a completed Returns Form.
Including a completed Returns Form ensures that your item(s) will be booked-in as efficiently as possible (as our team will be able to see what has been returned, by whom and the reason why).
- To obtain the correct return address for your product(s), please contact us.
- To obtain a PDF RETURNS FORM, please click here.
We recommend returning all goods in a secure method with a reputable carrier service. Please take out any necessary insurance and obtain a proof-of-sending to cover yourself in the event of loss or damage. Any items returned that are not in resalable condition will not have a refund issued against them.
Whereas some items are dispatched to you from our Southampton distribution warehouse, others will be delivered to you directly from our distribution partners. Returns must be made back to the correct location, so please contact us to be provided with the correct return address for your product(s). Please do not return to our Southampton distribution warehouse unless we instruct you to do so.
All standard returns made will be done so at your own cost. The only exception is in the case of defective or incorrect products. Only the basic costs of delivery to you are refundable, and all items returned must be in full. This includes any free gifts given as part of the original purchase, otherwise the cost of these goods will be deducted from the refund amount. You should get a refund within 14 days of either us getting the goods back or you providing evidence of having returned the goods, for example a proof of postage receipt from the post office, whichever is the sooner. Please note that due to reasons of hygiene, we regret that we cannot refund or exchange opened toilet seat products. After checking and authorising the return, a refund will be processed for the due amount within 14 (fourteen) days of our warehouse accepting receipt. The refund will automatically be returned to the card originally billed in the case of an online order.
Alternatively, we can upon request arrange collection of unwanted products from your order for you. If you wish to do this, please notify us of this requirement in addition to the further detail outlined above and we will return an estimate that would be required to be paid by you for collection and return of the goods back to us from your original delivery location. If you choose not to request this service, you are instead required to enlist a courier service yourself and arrange courier collection and delivery as previously outlined.
Please be sure to contact us before returning items you deem to be faulty or defective as many technical problems may be resolved without carriage costs. Depending on the situation, we reserve the right to have the product tested to confirm any faults and then after such confirmation resolve the product issue by 1.) repairing, 2.) replacing, 3.) supplying replacement parts or 4.) refunding.
Please be aware that under the Consumer Rights Act 2015 you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, within 30 days from the date you take ownership of your product and get a full refund. After 30 days you will not be legally entitled to a full refund if your item develops a fault, you will have to give the retailer one opportunity to repair or replace any goods and depending upon the situation and circumstances under the Consumer Rights Act 2015 you may only get a partial refund.
If you discover a fault within the first six months of having the product, it is presumed to have been there since the time you took ownership of it – unless we, the retailer, can prove otherwise. During this time, it’s up to us to prove that the fault wasn’t there when you bought it – it’s not up to you to prove that it was. If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund, or price reduction if you wish to keep the product. We cannot make any deductions from your refund in the first six months following an unsuccessful attempt at repair or replacement. If you’d prefer to keep the goods in question, you can request an appropriate price reduction.
If a fault develops after the first six months, the burden is on you to prove that the product was faulty at the time you took ownership of it.
In-line with our Returns Policy, please inspect and notify us of any transit damages or any obvious manufacturing defects to products within 24 (Twenty-four) hours of delivery. Under these circumstances, we will arrange collection of the damaged goods from your original delivery address. Please note that replacement goods will only be dispatched to you once the damaged consignment has been received and booked back into our warehouse. For any notifications after 24 hours of delivery we will not cover the transportation costs to return the product or to send the replacement.
We regret that this returns policy excludes installed products or custom items made to order. Before installation please check for any damages or obvious manufacturing defects and that the product matches the description of what you ordered, as these must be reported to us so we can assess the situation and deal with it appropriately. Once installed products are deemed to be ‘used’ as many bathroom and kitchen items can often only be fitted once and then cannot be resold or reused in any way. If you experience an issue with a product that is installed, it will be covered by a manufacturer guarantee for at least 1 year from the date of purchase (but often for longer in the case of some products). Note however that extended guarantees offered may require registration with the manufacturer directly on your part.
Consumer Contract Regulations 2013/Returns
All our policies on returns are in line with the Consumer Contract Regulation 2013 and the Consumer Rights Act 2015. Since 13 June 2014 UK consumers shopping online now have the right to cancel their order within a “cooling off period” which lasts 14 days from the day of delivery. Cancellation must either be in the form of an email or letter and sent to our address as above within 14 days of delivery. If you cancel your order under these provisions then you will be responsible for returning the goods to us. All refunds will be processed within 14 (fourteen) days of us receiving the returned item(s).
Further details regarding returns can be found in our Terms & Conditions.