Returns and cancellations

Yes, the following products cannot be returned:

• Toilet seats where the fittings packs have been opened.
• Toilets, water pumps, macerators and boilers that have been removed from their packaging cannot be returned for health and safety reasons.
• Products that have been fitted or used (unless they should develop a fault).

• Special Order or Bespoke products once we have had your acceptance to order.

• You have up to 14 days from the date of delivery to notify us that you want to return your order for any reason.
• Note: you will then have up to a further 14 days to ensure that the product is safely returned to us and meets the conditions for a refund.

You will need to send the products back to us at your own cost via a courier of your choice. Note that this is at your own risk, and we therefore, recommend that you obtain a proof of postage / delivery for your reference. It is the responsibilyt of the sender to claim with the carrier used if the goods arrive back damaged. 

Alternatively we will be pleased to arrange collection from the original delivery address using our courier (note that there will be a courier charge for collection). If this is your preferred option please contact our customer services team for prices. 

Note: products that were originally delivered on a pallet will need to be returned on the pallet. Any products returned on a pallet will need to be properly secured to the pallet before we can arrange collection.

Where an order is returned outside of the timescales advised, we reserve the right to charge a 20% re-stocking fee and not to accept any products where the packaging is damaged or defaced or where the item has been fitted or altered and therefore, is unsuitable for resale.

There are a number of important points to ensure that we able to process your refund quickly and efficiently please ensure that products when returned must:

• Reach us within 14 days of notifying us that you wish to return the product;
• Be in the original packaging (unaltered and undamaged);
• Be wrapped so that no damage occurs in transit and so no postage / courier labels are stuck to the product packaging;
• Be returned in full and in a resalable condition;
• Not have been fitted, used or altered in any way;
• Have all the parts, accessories, instructions and warranty information included.

Assuming that all the above points are met, we will refund your money immediately following inspection to the same method of the original payment. Note that we will deduct collection costs and / or relevant restocking charges from refund if applicable. We may also make a deduction for any loss in value for the products supplied, if the loss is due to unnecessary handling by you.

It is critical that you inspect your products upon receipt as you must inform us within 3 days from the date of delivery of any damages or missing parts.

Unfortunately, and on very rare occasions, due to the fragile nature of some products sold on Bathrooms and Showers Direct there may be damages or parts missing.

• We will request you to take pictures of the product and the delivery packaging and send them to us.
• Should you notice the damage before the delivery driver leaves, you can refuse delivery and send the item(s) back with them.
• If the product appears to have been damaged in transit, we may ask you to hold on to it so that the courier can collect and inspect it. In these cases it is also important that you keep all the packaging.
• We will replace the damaged product or any missing parts as soon as possible. 
• In some circumstances, we may not require the product back and will advise you to dispose of it. 
• We will not replace or refund damages and / or missing parts that are reported more than 3 days from the date of delivery. We will also not be able to replace or refund you if you have fitted the product. Once a product is fitted, you have accepted the goods. 

• Where a product has been damaged during fitting, or damaged by trying to repair it yourself or getting someone else to do it, we will not be able to refund or replace. 

Your statutory rights are not affected in any way.