Returns and Refunds Policy

This Returns and Refunds Policy explains how Bathrooms Plus Ltd (“we,” “us,” “our”) handles returns and refunds for products purchased from our store by you, our customer (“you,” “your”). It should be read alongside our Shipping Policy and Terms of Sale, forming part of our agreement with you.

General Conditions for Returns

• Timeframe: Returns must be requested within 30 days of delivery, unless otherwise stated.
• Condition: Products must be unused, in their original packaging, and in resalable condition unless they are faulty (see Faulty Products section below).
• How to Request a Return: Contact our Customer Service Team on 0800 8 77 88 99. We’ll confirm your request via email to the address you provided.
• Return Collection: We will aim to collect approved returns from your provided delivery address within 3 business days of your request. Products must be ready for pickup as described in your return request. We will attempt collection three times; if all attempts fail, it becomes your responsibility to return the products to Bathrooms Plus at your own expense (see Returns Process Details below).
• Proof of Purchase: A copy of your order confirmation or receipt is required to process a return.

Returns for Surplus Products (Change of Mind)

• Eligibility: If you’ve ordered more than needed or changed your mind, you may return products within 30 days of delivery.
• Restocking Fee: A £25 restocking fee per order will apply, deducted from your refund or payable separately if credit is issued.
• Exclusions: Special order items are not eligible for return under this category.
• Condition Check: We may request photos to confirm the condition of the products before approving the return. Products must be in their original packaging and resalable.
• Refund Process: Refunds will be issued to your original payment method within 3 business days of receiving and inspecting the returned items, minus the restocking fee. You’ll be notified once processed.

Faulty or Defective Products

• Reporting Faults: If a product is faulty or defective, notify us within 7 days of delivery by contacting our Customer Service Team on 0800 8 77 88 99. We’re not responsible for faults reported after this period.
• Inspection Process: Faulty products will be inspected by us or the manufacturer after return. Do not use the product once a fault is identified to avoid further damage.
• Remedy Options: If we or the manufacturer confirm the product is faulty, we’ll offer:
• A replacement product (subject to availability), or
• A full refund to your original payment method.
• Specific Cases:
• Appliances: For branded appliances, manufacturers may require an on-site repair attempt first. Contact our Customer Service Team on 0800 8 77 88 99 for assistance.
• Sinks, Taps, or Kitchen Products: These will be returned to the manufacturer for inspection. Refunds or replacements depend on their findings.
• Payment Terms: Payment for the order remains due per our agreed terms, even during a fault claim, until we confirm the product is defective.
• Processing Time: Credits or refunds for faulty items may take up to 3 business days after inspection, though manufacturer timelines may vary.

Non-Returnable Items

• Special order products or custom-made items cannot be returned unless faulty.
• Products reported outside the 30-day window (or 7 days for faults) are not eligible for return or refund.
• Items not in their original packaging or deemed non-resalable (for surplus returns) will be rejected.

Returns Process Details

• Collection Attempts: We will attempt to collect the return from your delivery address up to three times. If all three attempts fail, the return request will be canceled, and you must arrange and pay for the return of the products to Bathrooms Plus. Contact us on 0800 8 77 88 99 for the Bathrooms Plus return address and instructions.
• Collection Compliance: At pickup, products must match the condition and reason stated in your return request. Our drivers won’t accept items that don’t meet these criteria.
• Inspection on Return: Collecting the product doesn’t guarantee a full refund. If items are received in a condition different from what was reported, we reserve the right to adjust or deny the refund.
• Shipping Costs: For surplus returns, you’re responsible for any return shipping costs if collection fails and you return to Bathrooms Plus. For faulty items, we’ll cover the return cost if the fault is confirmed and collection succeeds; otherwise, you’ll bear the cost to Bathrooms Plus.

Refunds

• Method: Refunds will be issued to your original payment method unless otherwise agreed.
• Timing: Expect refunds within 3 business days of us receiving and approving the return, though delays may occur with manufacturer-inspected items.
• Notification: We’ll email you once your refund is processed.

Questions?

If you have any questions about returns or refunds, reach out to our Customer Service Team on 0800 8 77 88 99. We’re here to assist!