Returns & refunds

Our promise

Our standard returns policy covers eligible change-of-mind returns. Consumer cancellation rights and remedies for faulty, damaged or misdescribed goods are separate legal rights and are not limited to the standard returns period.

Standard 14-day returns

• Request a return for an eligible unused item within 14 days from delivery.
• Items must be in their original, undamaged packaging and in a fully resaleable condition.
• Contact us before returning an item so we can confirm eligibility, instructions and any applicable carriage arrangements.
• Approved refunds are issued to the original payment method after the returned goods have been received and inspected.

Faulty, damaged or incorrect items

• Inspect your delivery when reasonably possible. If a parcel or pallet looks damaged, note this when accepting it where the carrier allows.
• Tell us promptly about damage, shortages, incorrect items or faults so we can assess the issue and explain the available remedy.
• Your legal remedies for faulty, damaged or misdescribed goods are not restricted to 14 days.
• Any manufacturer warranty is additional to, and does not replace, your statutory rights.

Special orders & non-returnable items

Some items are made or ordered to your specification and are non-returnable unless faulty. These include:

• Bespoke and made-to-measure bathroom suites, shower enclosures and worktops.
• Cut-to-length pipe, cable and copper tube.
• Tiles, adhesives, paints and sealants once opened or mixed.
• Special-order items not held in regular stock (these will be flagged at the point of order).

How to return an item

1. Contact our team by phone or email with your order number and a brief description of the issue.
2. We’ll confirm whether the item is eligible and provide return instructions.
3. Package the goods securely and follow the instructions provided by our team.
4. Once received and inspected, we’ll confirm the outcome and any refund, replacement or other remedy due.